Contact WinWinBet Kenya Support

How to Reach Us

Got a question about deposits, withdrawals, bonuses, or something's not working right? The WinWinBet support team handles everything from account setup to technical problems. We respond in English and aim to solve your issue as quickly as possible.

Live Chat

Live chat is the fastest way to get help. Once you're logged into your WinWinBet account, look for the chat icon in the bottom right corner of the screen. Click it and you'll connect with a support agent who can help in real-time.

Chat works best for urgent issues: your M-Pesa deposit didn't arrive, you can't access a game, a bonus didn't credit, or you're having trouble withdrawing. The agent can look at your account while you're chatting and fix problems on the spot. Available 24 hours a day, every day.

Email Support

For less urgent matters or when you need to explain something in detail, email us at [email protected]. This works better when you need to attach screenshots, send documents for verification, or describe a complicated issue that needs more than a quick back-and-forth.

We reply to most emails within a few hours. During busy periods it might take a bit longer, but you'll hear back the same day. Include your username and a clear description of the problem so we can help faster.

What We Can Help With

Deposits

M-Pesa deposit not showing up? We'll check the transaction on our end. Sometimes there's a delay with the payment provider, but we can track it down. If you used the wrong paybill number or account reference, we can sort that out too.

Not sure how to deposit from Airtel Money or a credit card? We'll walk you through it step by step. Payment issues get priority because we know you want to start playing.

Withdrawals

Withdrawal requests usually process within 24 hours after your account is verified. If yours is taking longer, contact us and we'll check what's holding it up. Common delays happen when verification documents are missing or unclear. We'll tell you exactly what we need.

Questions about withdrawal limits, processing times, or which payment method to use? Ask and we'll explain how it works for your specific situation.

Account Verification

Before your first withdrawal, we need to verify your identity. You'll upload a photo of your national ID or passport and a proof of address like a utility bill. If the documents you sent aren't clear enough or don't meet requirements, we'll let you know what's wrong and what to send instead.

Verification usually takes a few hours during business hours, sometimes longer overnight. Once it's done, future withdrawals go through automatically without needing more documents.

Bonuses and Promotions

Confused about how a bonus works? We'll explain the wagering requirements, which games count toward clearing the bonus, and how long you have to use it. If you think a bonus didn't credit correctly, we'll check your account and fix it if something went wrong on our end.

Want to know about current promotions or when the next reload bonus is coming? Just ask. We can also clarify terms if something in the fine print doesn't make sense.

Technical Issues

Game won't load? Screen stuck on a loading bar? Getting error messages when you try to log in? These problems usually have quick fixes. Tell us which game or page is causing trouble, what device you're using (phone model, computer, tablet), and which browser or app you're on. That info helps us figure out what's wrong.

Sometimes clearing your cache or updating the app solves it. Other times it's a bug on our end that we need to fix. Either way, report it and we'll handle it.

Account Security

Forgot your password? Click the reset link on the login page, or contact support if that's not working. Locked out of your account? We'll verify your identity and get you back in.

Think someone accessed your account without permission? Contact us immediately. We'll check recent logins and transactions, secure your account, and help you set a new password. Account security issues get fast attention.

Before You Contact Us

Check the FAQ section on the site first. Common questions about minimum deposits, withdrawal times, how to claim bonuses, and which games are available are answered there. You might find what you need instantly without waiting for a reply.

For payment issues, have your transaction details ready: date, time, amount, and transaction ID if you have it. This helps us locate the payment in our system faster.

Complaints and Disputes

If something went wrong and you're not happy with how we handled it, email [email protected] with "Complaint" in the subject line. Describe what happened, include relevant dates and amounts, and tell us what outcome you're looking for.

We'll acknowledge your complaint within 24 hours and investigate. You'll get a detailed response explaining what we found and what we're doing about it. If we made a mistake, we'll fix it and make it right. If there's a disagreement about terms or policies, we'll explain our position clearly.

Most issues get resolved through direct communication. We take complaints seriously because we want to keep players happy and maintain our reputation.

Feedback and Suggestions

Want to see a specific game added? Think we should support another payment method? Have an idea for a promotion? We read all feedback. Player suggestions have led to real changes in the past.

Send your ideas to [email protected]. We can't promise we'll implement everything, but we consider all suggestions when planning updates.

Response Times

Live chat: Usually instant during peak hours. Might take a few minutes late at night when traffic is low, but someone will respond. Email: Most replies go out within 2-4 hours. Complex issues that need investigation might take up to 24 hours.

Verification and withdrawal reviews: Same business day if submitted during working hours. Requests that come in late at night get handled the next morning. Complaints: Acknowledged within 24 hours, full response within 2-3 business days.

Best Practices

Be specific when describing problems. "The game isn't working" is hard to fix. "Gates of Olympus won't load on my Samsung A12 using Chrome" tells us exactly where to look. Stay polite. Our support agents are here to help, and treating them with respect gets better results. They'll go the extra mile when you're reasonable.

Check your email after contacting us. Sometimes we need more information from you to solve the problem. If you don't respond to our follow-up questions, your issue stays unresolved.

What We Can't Help With

We can't change game outcomes or RTP percentages. Those are set by the game providers and audited by independent testers. We can't override bonus terms after you've accepted them. The conditions are stated upfront and apply to everyone. We can't bypass verification requirements. It's mandatory for withdrawals and protects your account.

We can explain why these policies exist and how they work, but we can't make exceptions that would violate our license or compromise security.

Hours of Operation

Live chat: 24/7, every day of the year. Email: Monitored 24/7, but replies during late night hours might come first thing in the morning. Phone: We don't offer phone support. Chat and email cover everything, and we find they work better for most issues since you can send screenshots and links.

Language

Support is provided in English. Our agents are fluent and can explain technical topics clearly. If English isn't your first language and you're struggling to explain something, do your best — we'll figure it out together.