Help in Kenya: 24/7 contacts and quick answers

Live chat is the fastest way to get an answer. It is ideal for urgent issues while you are on the website or app.

• How to access live chat:
  • On the website: select Help or the chat bubble at the bottom right, then start chat.
  • On Android or iOS: open Profile > Support > Live Chat and type your question.
  • If logged out: use the chat button on the homepage and provide your account ID or phone number for verification.
• Best use cases:
  • Login or password reset help.
  • KYC verification status or document guidance.
  • M-Pesa deposits, withdrawals, or bonus questions.
  • Bet settlement, odds queries, cash out checks.
  • Basic technical support for a support game not loading.
• Hours and languages:
  • 24/7 chat in English and Swahili.
• Expected response times:
  • First reply in 1–3 minutes during most hours.
• Tips for faster help:
  • Stay logged in and share your account ID and registered phone.
  • Add short details: deposit time, amount, M-Pesa reference, bet slip ID.
  • Attach screenshots of errors or receipts.
  • Keep one chat per issue to avoid delays.
  • Stable internet helps the chat stay active.

Email works best for issues that need attachments or a paper trail. It is useful when you need a written record or detailed review.

• How to send an email:
  • Use the contact form in the Help section on the website, or send a direct email to [email protected].
  • Include your full name, account ID, registered phone, and a short subject such as Account, Payments, Verification, or Technical.
  • Add clear details and attach documents, receipts, or screenshots if relevant.
• Best use cases:
  • KYC documents or account verification.
  • Payment disputes, chargebacks, or reconciliation.
  • Complex bet reviews needing logs.
  • Responsible gaming requests and account limits.
• Hours and languages:
  • Email monitored 24/7 in English and Swahili.
• Expected response times:
  • First reply within 2–12 hours. Complex cases may take up to 24 hours.
• Tips for faster email service:
  • Use a short, precise subject line.
  • Put key facts at the top: dates, amounts, bet ID, transaction reference.
  • Send from your registered email on the account.
  • One issue per email thread to keep tracking simple.

Phone support helps when you need real-time guidance or when a chat is not convenient.

• How to call and what to expect:
  • Open Help > Call or Help > Contact on the website or app to see the Kenya support number.
  • A call menu may ask for your account ID to route you to the right team.
  • If offered, request a call back to save airtime.
• Best use cases:
  • Time-sensitive payment or bet settlement questions.
  • Reset help when locked out of the account.
  • Urgent technical support during live events.
• Contact details and hours:
  • The helpline number 24/7 for Kenya appears inside your account under Help.
  • Look for a free number label when shown. Some lines may be toll-free.
  • If multiple support numbers are listed, pick the Kenya option first.
• Expected response times:
  • Typical wait time 1–5 minutes. Most issues resolved during the call.
• Tips for faster phone support:
  • Have your account ID, registered phone, and verification code ready.
  • Note recent transactions and bet IDs.
  • Off-peak hours often have shorter queues.