Dispute Resolution

Our Approach

Coldbet aims to resolve any disagreement about a bet, transaction, or account issue fairly, transparently, and as quickly as possible. This page explains how to raise a dispute and what to expect from the process.

Step 1: Contact Support First

Most issues can be resolved quickly through our support team. Before raising a formal dispute, please contact us with:

• Your account username or registered email
• A clear description of the issue (e.g. the bet ID, transaction reference, or date/time involved)
• Any supporting evidence (screenshots, transaction confirmations, etc.)

You can reach us via live chat, email, or the contact form — see our Contacts page for details.

Step 2: Formal Complaint

If your issue is not resolved through initial support contact, you may submit a formal complaint to complaints@cold.bet. Please include all relevant details and evidence so we can investigate thoroughly.

We aim to acknowledge formal complaints promptly and provide a substantive response within a reasonable timeframe, depending on the complexity of the issue.

Step 3: Investigation

When investigating a dispute, we may review:

• Official results and data from the relevant sports federation or event organiser
• Server and transaction logs
• Video broadcasts or independent official sources, where match results or statistics are disputed
• Our Betting Rules and Terms and Conditions in effect at the time the bet or transaction was made

Decisions are based on the evidence available and the Rules that applied at the time of the event or transaction in question.

Bet-Related Disputes

Complaints about a match result, date, or start time must be submitted within 10 calendar days of the event’s conclusion, together with any relevant official documentation.

Disputes regarding bet settlement are resolved according to our published Betting Rules and, where applicable, the specific sport’s settlement rules.

Payment-Related Disputes

Disputes concerning deposits, withdrawals, or account balances are investigated using our internal transaction records and, where relevant, information from our payment providers. Please allow reasonable time for banks or payment processors to complete their own verification steps.

Escalation

If you remain unsatisfied after our internal complaints process has concluded, you may be entitled to escalate the matter to an independent body relevant to our operating licence. Details of the applicable licensing authority and any relevant alternative dispute resolution (ADR) body can be found in our Terms and Conditions or provided by our support team on request.

Fair Process

We are committed to handling every dispute objectively and in good faith, and to communicating our findings and reasoning clearly, whatever the outcome.