Frequently Asked Questions

1. Account and Login

Who can open an account? Anyone eighteen or older who is physically in Kenya and can verify their identity. One account per person.

I forgot my password. Use Forgot Password on the login screen. You will receive a one-time code on your registered number.

Can I change my registered phone number? Contact support. Because the number identifies the account and receives payments, the change requires verification.

Why was my account suspended? Common reasons are incomplete verification, a second account, or a security or compliance check. Support will tell you what is needed, except where the law prevents us from explaining.

Can I have two accounts? No. Second accounts are closed, and bonuses claimed through them are forfeited.

2. Verification

Why do I have to verify? Kenyan law requires us to verify identity, age and location before an account is activated and to verify every winner before payment. It is not optional.

What do you need? A valid national identity card or passport, and usually a photograph of you holding it. Larger wins require further documents.

How long does it take? Usually within a day once the documents are clear and legible. Poor photographs are the most common cause of delay.

My document was rejected. Check that it is current, that the whole document is in frame, and that the name matches your account exactly.

Why are you asking where my money came from? For larger amounts we are required to check the source of funds. It is a standard anti-money-laundering step, not an accusation.

3. Deposits

What is the minimum deposit? The limits that apply to your account are shown on the deposit screen.

I deposited but the money has not arrived. Check the confirmation from your payment provider. If the provider confirmed it and the balance has not moved within a few minutes, contact support with the transaction reference.

Why did I receive less than I sent? Kenyan law applies an excise duty to gambling deposits. It is collected for the Kenya Revenue Authority and is shown before you confirm.

Can I deposit from my brother's number? No. Deposits must come from a payment method in your own name, and third-party deposits are returned to source.

Can I use a credit card? No. Kenyan law prohibits gambling on credit.

4. Withdrawals

How long does a withdrawal take? Ordinary wins are paid immediately to your registered wallet. Larger wins move into tiers set by law that require further verification, with payment periods the law prescribes.

Why is my withdrawal on hold? Usually verification, an incomplete document, or a compliance check. Your profile and support will tell you what is needed.

Can I withdraw to someone else's number? No. Payment is made only to a method registered in your own name.

Why is there a deduction on my withdrawal? Statutory deductions applying to gambling transactions in Kenya are applied where the law requires, and they are shown to you.

I deposited and did not bet, and now I cannot withdraw normally. Funds deposited but not used for betting are returned to their source rather than paid as winnings. We are required to prevent the platform being used to move money.

5. Betting and Settlement

What is the minimum stake? Twenty shillings for online gambling, set by Kenyan law.

The odds changed after I tapped. The odds that apply are those accepted when the bet was placed; the bet slip shows them before you confirm.

Can I cancel a bet? Once accepted, a bet stands. Where cash out is offered on a market, it appears in My Bets, but it is not available on every market.

My bet is still open after the match ended. Some markets need official confirmation. If it stays open well beyond that, contact support with the bet reference.

Why was my bet voided? Common reasons are an abandoned or postponed event, a participant who did not take part, or a market published in error. Void stakes are returned.

Why was a settlement changed? Where a bet was settled in error we correct it, in your favour or ours. Where the sport's governing body changes an official result after settlement, we settle on the result as it stood when it was confirmed.

6. Bonuses and Promotions

Where do I find the rules? Each promotion has its own terms, published with it. They apply in addition to the general Terms.

Why can I not withdraw my bonus? Bonus funds usually carry conditions, such as a minimum number of qualifying bets. Your profile shows what remains.

My promo code did not work. Codes have an eligibility window and conditions. Check the promotion terms and the expiry date.

Can I claim the same offer twice? No. Offers are one per person, account, device and payment method unless the promotion says otherwise.

Why was my bonus removed? Bonuses are withdrawn where the conditions are not met, where several accounts claim the same offer, or where betting patterns are designed to extract the bonus rather than to bet.

7. Technical Problems

The site is slow or will not load. Check your connection, then try the lighter version of the platform, which uses far less data.

My bet did not confirm. Check My Bets before placing it again, so that you do not place the same bet twice.

A game disconnected mid-round. Reopen the game. A round in progress is resolved by the game provider from its own record; the outcome does not depend on your connection staying up.

I am not receiving one-time codes. Confirm your registered number is correct and has network coverage, then contact support.

Something looks wrong with my balance. Take a screenshot, note the time, and contact support with the transaction reference. Every transaction is recorded on our side.