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

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.

Hello Barbora,

Thank you for reaching out and for informing us about this case.

We confirm that we have received the information and all relevant details regarding the player's complaint. The case has already been forwarded to the appropriate department for a thorough review and verification of all circumstances.

At this stage, we are carefully investigating the matter, including the status of the returned bank transfer and all related transaction details, to ensure the issue is resolved correctly and fairly.

We appreciate your patience while this review is ongoing and will provide an update through this complaint thread as soon as the investigation has been completed.

Kind regards,

Coldbet Team

Hello ColdBet Team,

Thank you for your response and for confirming that the matter is currently under review.

I appreciate your cooperation. I'll leave the complaint open while your investigation is ongoing and look forward to your update once the review has been completed.

Hello Barbora,

Thank you for your patience while we reviewed this case.

Our Payments team has completed a thorough investigation of the player's account and transaction history.

According to our records, all withdrawal requests submitted by the player on July 15, totaling €1,810, were successfully processed and transferred to the player's payment account. We have found no indication that any of these withdrawals were returned to Coldbet.

Additionally, our review confirms that there are currently no outstanding funds remaining on the player's gaming account. The current account balance is €1.

Based on the available transaction records, we have no evidence that the €1,000 withdrawal was returned to us or that any player funds are being held by Coldbet.

Should the Casino Guru team require any additional information or supporting documentation as part of the investigation, we will be happy to provide it upon request.

Kind regards,

Coldbet

Hello Barbora,

I have looked closely at the casino's response, and their statement contains a blatant error, either they are completely incompetent in checking their records or they are misrepresenting the facts.

The casino claims that all withdrawals totaled €1,810. However, this is completely false. I am attaching a new screenshot directly from my Revolut account showing the actual incoming transactions from Katarun Technologies Ltd on July 15.

As you can clearly see in the screenshot, the total volume of successful transactions alone is much higher, alongside the one that failed:

 €1,000 (Reverted / Rejected with the red cross icon)  

 €1,000 (Successful)

 €1,500 (Successful)

 €1,500 (Successful)

 €1,000 (Successful)

The casino's claim of "€1,810" proves that their payment investigation is either completely fabricated or grossly inaccurate, as they completely failed to track the actual movements and missed the explicit €1,000 reversal that was bounced back to their processor (Katarun Technologies Ltd).  

Additionally, I am attaching the official Top-up Return Confirmation document provided by Revolut. I kindly ask you to instruct the casino's payment team to look specifically at the External Reference (⁠6a575321-eb75-a166-9701-07deac3877cf⁠) and the transaction details in this document to locate the returned €1,000 on their processor's end.  

Thank you once again for your help in exposing these inaccurate claims and helping me recover my funds.

Best regards,

Luis Dias

Dear ColdBet Team,

The player has provided a Revolut return confirmation showing that the rejected €1,000 transfer was completed back to the beneficiary account.

Could you please ask your payment provider or finance department to trace this specific return using the transaction details shared privately and provide their findings? Please also clarify how the €1,810 total mentioned in your response relates to the transactions shown in the player’s Revolut history.

Thank you.

Hello Barbora,

Thank you for your message.

We have forwarded all the information provided by the player to our Payments team for further investigation.

To assist our payment provider in tracing the transaction, we kindly ask the player to provide an official Revolut account statement or transaction history clearly showing the returned €1,000 transfer and the corresponding return details.

Once these documents are received, they will be reviewed by our Payments team together with the payment provider. We will share an update as soon as we receive the results of the investigation.

Kind regards,

Coldbet

Dear Casino Guru Team,

Dear Player,

Thank you for your patience.

We have forwarded all the information provided to our Payments team, and your case is currently undergoing a detailed review.

To proceed with the investigation and enable our Payments team to trace the transaction with the payment provider, we kindly ask the player to provide an official Revolut account statement covering the period from July 10, 2026, to August 4, 2026. If the statement is submitted tomorrow, please provide it for the period from July 10, 2026, to August 5, 2026 instead.

The requested statement may either be uploaded directly to this complaint thread or sent to claims@cold.bet.

Once we receive the requested document, it will be immediately forwarded to our Payments team so they can continue the investigation with the payment provider. We will provide an update as soon as we receive the results.

Kind regards,

Coldbet

To comply with the casino's request, I have just sent an email directly to ⁠claims@cold.bet⁠ containing my official Revolut bank statement covering the exact requested period (from July 10, 2026, to August 5, 2026).

Since the complaint platform does not allow me to attach PDF files directly here, the complete official statement has been delivered straight to their claims email where their payment team can easily access it.

I hope this allows their payment provider to finally trace the returned €1,000 using the provided bank statement and the previously supplied return confirmation reference. Thank you once again for your ongoing help with this case.

Best regards,

*******

Dear ColdBet Team,

Thank you for your cooperation. The player has now provided the requested Revolut statement.

Please let us know once your payment provider has completed its investigation.

Dear Casino Guru Team,

Dear Player,

Good day.

We confirm that we have received the account statements requested from the player. The documents have already been forwarded to our Payments team for further investigation.

Our specialists are currently reviewing the provided information together with the payment provider in order to continue the analysis of the case.

We appreciate the player's cooperation and patience and will provide a further update as soon as we receive additional information from the Payments team.

Kind regards,

Coldbet

Hello ColdBet Team,

Thank you for the update. I appreciate your cooperation.

Please let us know once your Payments team has completed the investigation.

Hello Barbora,

I have a great update regarding this case, I just received an email confirming that the €1,000 has been credited back to my account.

Since my account is currently restricted, I would like to ask the casino to provide temporary access solely for the purpose of processing and withdrawing this remaining balance.

Thank you once again for your invaluable help and mediation in resolving this issue.

Best regards,

*******

Dear Casino Guru Team,

Dear Player,

Thank you for your cooperation and for providing the official Revolut account statement requested by our Payments team. Upon receipt, the documents were immediately forwarded for a detailed investigation together with our payment provider.

Following the completed review, we can confirm that the returned funds have been successfully credited back to the player's gaming balance.

The player has now been given the opportunity to submit a new withdrawal request for these funds. We kindly ask the player to proceed with a new withdrawal request using the available withdrawal method.

Should the Casino Guru administration require any additional confirmation regarding the outcome of our investigation, we are ready to provide the relevant supporting information directly upon request through the appropriate communication channel.

Should any additional questions arise during this process, we remain available to provide any further assistance required.

Kind regards,

Coldbet

Hello Barbora,

I am pleased to inform you that I have successfully withdrawn the funds from the account.

Since the €1,000 has now been safely received and the withdrawal is complete, this issue is fully resolved.

Thank you once again for your fantastic mediation, dedication, and help throughout this process. We can now consider this complaint closed.

Best regards,

*******

Dear ldias,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Barbora

Casino.Guru