ColdBet Casino - Player's account is closed while funds are held.

I am reaching out to the Casino Guru team because I am facing a distressing situation with Coldbet regarding my account (ID: 1713470443) and a held balance of €1,000.

The Situation:

• On July 10, 2026, I took the step of requesting a restriction specifically on the casino section of my account, as part of my commitment to responsible gaming.

• Prior to the total closure of my account, I had initiated a withdrawal of €1,000. On July 15, 2026, my bank, Revolut, rejected the incoming transfer due to their internal security checks and returned the funds back to the source.

• According to official information from my bank, these funds are currently in transit back to Coldbet and should be credited to the original account within 3 to 5 business days.

• I have been in contact with Coldbet support, providing them with all the necessary evidence of this rejected transfer. Unfortunately, they have completely blocked my account, claiming they have "no reason to believe there is a balance." They are now refusing to allow me any access to my account to verify or retrieve these funds, despite the fact that they are legally mine and are being returned to their platform.

I am not looking to place any new bets or reactivate my gambling activity. I am a player who is simply trying to recover my own money that is currently in limbo due to a banking rejection and the casino's lack of cooperation. It is deeply unfair that my account is being held hostage when there is clear, documented evidence that my funds are returning to the casino’s system.

I have attached all the documentation, including the bank’s rejection notice and evidence of the returned transfer, to support this claim. I kindly ask for your mediation to urge Coldbet to grant me temporary access to withdraw my funds or, alternatively, to facilitate the transfer of these €1,000 back to my bank account.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you successfully used Revolut for withdrawals from this casino before?
• Have you completed the full KYC verification at this casino?
• When exactly did you submit the €1,000 withdrawal request?
• When was the last time the casino communicated with you regarding the refund of your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you for taking on my case and for your help. Here are the answers to your questions:

Have you made any successful withdrawals from this casino before? Yes, I have successfully made withdrawals from this casino in the past.

Have you successfully used Revolut for withdrawals from this casino before? Yes, Revolut has been used successfully for previous transactions, but this specific €1,000 transfer was rejected by the bank during a routine security check, resulting in the funds being returned to the sender.

Have you completed the full KYC verification at this casino? Yes, my account has been fully verified.

When exactly did you submit the €1,000 withdrawal request? The transaction was registered on Revolut on July 15, 2026, at 01:57.

When was the last time the casino communicated with you regarding the refund of your winnings? The last communication was on July 19, 2026, when their support team (via block@cold.bet) stated that my account was closed due to a responsible gaming request and claimed there was "no reason to believe there is a balance," completely ignoring the fact that the €1,000 is currently returning to them from my bank.

Please let me know if you need any additional information or further documentation.

Best regards,

Luis D.

Dear ldias

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello ldias,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Hello Barbora,

First of all, I would like to thank you for your help with this case.

I would like to check with you if you have received the proof of the reversed transaction. I have the official document showing that the €1,000 transfer sent by Katarun Technologies Ltd was rejected and returned to the origin, and I am ready to submit or forward it to you if needed.

Please let me know if you need me to upload or send it to you.

Thank you for your help,

Luis Dias

Hello Luis,

Thank you for your message. I have the documents you previously provided, so there is no need to send them again.

I am currently in touch with the casino regarding your complaint. I have already arranged for them to gain access to our complaint system, so hopefully they will be able to respond directly in the public thread soon.

I will keep you updated as soon as I receive any news.