Complaints and Disputes: How to Escalate in Kenya

Most disagreements with a bookmaker are about one of four things: how a bet was settled, a withdrawal that has not arrived, a bonus that was cancelled, or an account that was restricted. Kenyan law gives players a clear route for each of them — operator, regulator, tribunal — and a short deadline at the end of it. This page explains the route and how to prepare. It is general information, not legal advice.

Step 1: put it to the operator in writing

Start with the operator's own support, and use a written channel such as chat or e-mail rather than a phone call, so that every message carries a timestamp. State the facts in the first message: your account username, the bet ID or transaction reference, the amount in KES, the date and time, what happened and what you expect the operator to do. Attach screenshots. Ask for a reference number for the complaint and for the name of the policy or rule the operator is relying on.

Keep it factual. A message that says "my KES 2,000 M-Pesa withdrawal requested on Monday at 10:15, reference ABC123, still shows pending" gets a faster, better answer than an angry one. If the first reply does not resolve it, ask in writing for the complaint to be escalated to a supervisor or to the operator's complaints team.

The disputes that come up most often

Bet settlement. Usually a rule nobody read: extra time not counting, a void leg in an accumulator, a retirement in tennis, a postponed match beyond the time limit. Quote the specific rule from the operator's betting rules and explain why you think it was applied wrongly.
Withdrawals. Often unfinished verification, a name on the M-Pesa line or card that does not match the account, or a bonus still being wagered. Note that the Act requires a monetary win to be credited to your account within two days (s.70(1)); a delay after that, in moving money out, is a different question to raise with support.
Bonus cancellations. Typically a stake above the maximum allowed during wagering, a market or game excluded from the offer, or the expiry date passing. Ask which term was breached and when.
Account restrictions. Duplicate accounts, unfinished identity checks or a self-exclusion on the national register can all lead to a block. Ask for the reason in writing.
Dormant balances. If an account has had no transaction for three months, the licensee has to remit the balance to the player (s.77(1)).

Step 2: complain to the Gambling Regulatory Authority

If the operator does not resolve the dispute, a complaint can be made to the Gambling Regulatory Authority, which supervises licensed operators under the Gambling Control Act 2025. The Authority publishes a complaint form on its own website. Fill it in with the same facts you gave the operator, the operator's replies and your evidence. The complaint only makes sense against a licensed operator — which is one more reason to check the licence in the Authority's list before you deposit. We do not link to the Authority's website directly; type its address yourself rather than following links from third-party pages.

Step 3: the Gambling Appeals Tribunal — 14 days

A dispute arising from online gambling may be appealed to the Gambling Appeals Tribunal within 14 days (s.80). Fourteen days is short. That is why the evidence matters from the first day: if you have already kept your screenshots, references and replies in order, you will not lose time gathering them when the deadline is running. If you are considering this step, it may be worth getting independent legal advice.

Keeping your evidence in order

A simple folder on your phone is enough. Keep the bet slip with its ID, odds and stake; the cashier screen with the transaction reference; the M-Pesa or bank confirmation message; every chat transcript and e-mail; and a short timeline written in your own words while you still remember it. Do not edit screenshots, and keep the originals.

What this site cannot do for you

bombetcasino.com is an independent guide, not the operator. We do not run the platform, hold anyone's money or have access to accounts, and we cannot change an operator's decision or contact it on your behalf. What we can do is explain how the procedure works and what usually lies behind each kind of dispute. If a dispute has left you chasing losses or betting to recover money, please read the responsible gambling page before you place another bet.

Complaints FAQ

How long do I have to appeal an online gambling dispute in Kenya?

Under s.80 of the Gambling Control Act 2025, a dispute arising from online gambling may be appealed to the Gambling Appeals Tribunal within 14 days. Keep your evidence from the start so that the deadline does not catch you collecting screenshots.

Can bombetcasino.com settle my complaint with Bombet?

No. We are an independent guide, not the operator, and we have no access to accounts or to the operator's decisions. We can explain the procedure; the complaint itself goes to the operator first and then, if unresolved, to the Gambling Regulatory Authority.

What evidence should I keep for a betting dispute?

Screenshots of the bet slip with the bet ID, odds and stake; the transaction reference from M-Pesa or your bank; the operator's written replies; and the time and date of each step. A clear timeline makes any complaint easier to assess.