Support: Who to Contact for What
There are two different places to ask for help, and choosing the right one saves time. Anything about your account — a deposit that has not arrived, a withdrawal on hold, a bet you think was settled wrongly, verification, a locked login — can only be handled by the operator's customer support. Questions about our guides, and corrections, come to us. This page explains both, and what to have ready.
Contacting Bombet's customer support
Contact us? Not for account problems: bombetcasino.com is an independent guide and has no access to anyone's account, balance or bets. Bombet's own support is reached from the operator's website, usually through a help centre, live chat or e-mail visible once you log in. Whether chat runs 24/7, how quickly it replies and which languages it covers are things to check on the operator's site; we do not publish them because we cannot verify them for your account. A good habit is to send support a simple question before your first deposit — the answer tells you how a real problem would be handled.
Visit BombetWhat to have ready
- Your account username or registered phone number — never your password.
- For payments: the amount in KES, the date and time, and the M-Pesa or Airtel Money transaction code, or the bank or card reference.
- For bets: the bet ID, the market, the odds, the stake and a screenshot of the bet slip.
- For verification: which document you uploaded and when.
No genuine support agent needs your password, your M-Pesa PIN, your card PIN or a one-time login code. If someone asks for any of these, the conversation is not with support.
Solving the usual issues yourself
Deposit not showing. Check the confirmation message from your mobile money provider or bank. If money left your account, wait a few minutes, then contact support with the transaction code. Do not deposit again in the meantime.
Withdrawal pending. Most holds are unfinished verification, a name on the payment method that does not match the account, or a bonus still being wagered. Under the Act a win must be credited to your account within two days (s.70(1)); moving money out to your wallet or bank is a separate step that depends on the method and on verification.
Bet settled differently from what you expected. Read the operator's betting rules for that sport — regular time, void legs, retirements — before writing to support, and quote the rule in your message.
Cannot log in. Use the forgot-password link and check that you are on the operator's real address, not a lookalike.
When support does not resolve it
Ask in writing for the matter to be escalated. If the operator still does not resolve it, a complaint can be made to the Gambling Regulatory Authority, and a dispute arising from online gambling can be appealed to the Gambling Appeals Tribunal within 14 days (s.80). Our complaints guide explains each step and the evidence to keep.
Contacting this guide
For corrections, questions about a guide or comments about this site, write to info@bombetcasino.com. Factual corrections are dealt with first. Please do not send documents, passwords or payment details — we do not need them and will delete them.
Help with gambling problems
If you are contacting support because you want to stop, go straight to the self-exclusion guide and the responsible gambling page. Gambling Therapy offers free online support by chat and forum.