Three ways to a real person

Coldbet Casino Contact: Reach a Human in Minutes

Our team answers live chat in about four minutes, day and night, every day of the year.

Get help now Licensed MGA/B2C/308/2013

Paid today

207,705 NZ$

1,747 Playing now

Malta Gaming AuthorityLicensed since 2013 under MGA/B2C/308/2013, audited by Gaming Laboratories International and eCOGRA

28-minute withdrawalsAverage payout time of 28 minutes, with NZ$50M processed weekly across 10 trusted payment methods

256-bit encryptionBank-grade 256-bit TLS encryption protecting every transaction and personal detail

Coldbet Casino Support Lines

Coldbet Casino Has Three Ways to Talk

Whichever you choose, the same trained team picks it up and stays with your case.

Fast reply instead of a wait

Best for a stuck withdrawal or a bonus that will not apply: a person replies in about four minutes, whatever the hour in New Zealand.

Start chat

E-mail support

Best for documents, statements and anything you want in writing: send it to [email protected] and expect an answer within twenty-four hours.

Write now

Talk it through instead of waiting

Best when talking is easier than typing: call +64 9 827 6009, and a person usually answers within one minute, on New Zealand time.

Call us

Local support

Local phone, local hours, one known regulator

Support is built around New Zealand hours and a local number, so nothing waits for Europe to wake.

How to reach us

Local phone+64 9 827 6009

Support time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

Support e-mail[email protected]

Who supervises us

Supervisor and licenceMalta Gaming Authority, MGA/B2C/308/2013

Gambling help

New Zealand helpGambling Helpline New Zealand, Problem Gambling Foundation of New Zealand, Hapai Te Hauora

Get a fuller answer in one go

Gathering the five details below saves a second round of messages and shortens the wait.

Your registered e-mail address
Account number or nickname
Transaction date, amount and method
Screenshots of the error or page
A short description of what went wrong

You have a specific request

Which address fits your question?

Choosing the matching address is what keeps your request out of the wrong queue.

Your account

General support and gameplay questions[email protected]

Document verification (KYC)[email protected]

Money matters

Deposits and withdrawals[email protected]

Everything else

Complaints and escalations[email protected]

Personal data and privacy requests[email protected]

Business and partnerships[email protected]

Certainty about the company

Not an anonymous site: a licensed Maltese operator

Our licence, registration and written address sit here for any player who wants them checked.

Company

Legal nameColdbet Casino Ltd.

Company numberC-16925 (Malta)

Registered addressTriq il-Kbira, Sliema

Licence

RegulatorMalta Gaming Authority

Licence numberMGA/B2C/308/2013

Written contact

Support e-mail[email protected]

Coldbet Casino complaints

A clear path to a real review

Use this when a support answer has not settled your issue and you want it looked at again.

Send the full story first

Send the details of your problem to the support desk first, including the dates and any screenshots, so the file is complete before anyone reviews it.

What comes back?

A support agent reads your message and replies with what can be done, usually within a day of the message arriving.

A second pair of eyes

If the answer still leaves you short, ask the agent to pass the case to a manager, who looks at the whole file again.

Your right to escalate

Should the internal review still fail to resolve things, you can take the matter to the Malta Gaming Authority, the regulator that issued our licence.

Step away and talk to someone independent

Free, confidential help sits outside the casino, and three New Zealand organisations listed here work with anyone worried about their own play or someone else's. None of them is connected to Coldbet Casino Ltd., and nothing you tell them reaches us.

Gambling Helpline New Zealand. A phone line and online service open to anyone in New Zealand who wants to talk through gambling harm, theirs or a family member's.

Problem Gambling Foundation of New Zealand. Counselling and practical support for people affected by gambling, including budgeting advice and help with debt pressure.

Hapai Te Hauora. A Maori-led service supporting whanau affected by gambling, with kaupapa Maori approaches to care and wellbeing.

Full article

Six answers up front

What do you want to know before you write?

Short replies written the way we handle every request: plainly, in order, without jargon.

trustHow long does verification usually take after I send documents?+

Most checks finish inside seventy hours. A full seventy hours is the outer limit we set ourselves, and it starts once your proof of identity, proof of address and payment method confirmation have all reached us. Sending clear, current copies the first time keeps it near the fast end.

trustWhy does the casino hold my personal information?+

For a copy of your data or a request to erase it, write to [email protected] from your registered address. You receive a copy of everything held on your account, or confirmation that it has been removed, subject to the records we must keep under our Malta licence. Ask for either at any time.

trustWhat if I want my account closed for good?+

Sending a closure request to [email protected] stops new deposits and play once a closed marker is placed. Any balance in the account is returned to you after the usual checks, and the account cannot be reopened afterwards. If play has become a problem, ask for self-exclusion instead, which blocks sign-up and marketing too.

trustDo I need to verify the licence before I deposit?+

Coldbet Casino Ltd. holds Malta Gaming Authority licence MGA/B2C/308/2013, and that regulator oversees everything we offer New Zealand players. You do not need to check anything to play here, though the number is worth noting if you ever need to escalate a dispute beyond our own complaints process.

trustWhere can I get help on a Sunday night?+

Our desks answer at any hour, every day of the week, on New Zealand time. Weekend evenings and public holidays are covered in the same way as a Tuesday morning, so the reply you get at two in the morning is the same reply you would get at noon. Live chat is quickest when the lines are busy.

trustWhat happens when I contact support without my password?+

When you make contact, have your full name, date of birth and the e-mail address on the account ready. Payment references or a screenshot of the issue help us match the case faster, and a line about what you have already tried saves a round of questions. A password is never requested.

You need an answer now

From a minute to a day: what to expect

This table settles how long each channel usually takes before you commit to one.

Live chat

Live chat hours24 hours a day

Live chat reply4 minutes

Time zoneNZST

E-mail

E-mail address[email protected]

E-mail reply24 hours

Phone

Phone number+64 9 827 6009

Phone wait1 minute