How to contact us
Mshikebet offers multiple ways to reach support depending on your preference and urgency. Live chat gives fastest response times. Email works for detailed inquiries that aren't time-sensitive. Phone support suits those who prefer speaking directly to a representative.
Live chat
Available 24 hours, 7 days per week. Click the chat icon at bottom-right of any page after logging in. Average response time is 2-5 minutes depending on traffic. Best for urgent issues.
Start Live ChatEmail support
Send detailed inquiries to support@mshikebet-kenya.com. Typical response within 4-12 hours during business days, up to 24 hours on weekends. Include your account username and describe the issue clearly.
Send EmailPhone support
Call 0740673343 for immediate assistance. Lines open 9 AM to 9 PM Nairobi time, Monday through Sunday. Expect wait times of 3-8 minutes during peak hours (evenings, weekends).
Call NowCommon support issues
Most support requests fall into a few categories. Here's how to resolve the most frequent problems before contacting support—or what information to prepare if you need help.
Deposit not reflecting
M-Pesa deposits usually clear within 2-3 minutes but can take up to 10 minutes during peak hours (weekday evenings, weekend match days). Check your M-Pesa SMS confirmation—if the transaction went through on your end, the funds will arrive. If it's been over 15 minutes, contact live chat with your M-Pesa transaction code and the exact amount deposited. Support checks with the payment processor and credits your account manually if needed, typically within 30 minutes.
Withdrawal delays
First withdrawal requires KYC verification (ID and proof of address upload). This takes 2-4 hours to process during business days. Once verified, M-Pesa withdrawals process within 15 minutes to 2 hours. Bank transfers take 1-3 business days. If your withdrawal is pending longer than these timeframes, check your email—support might have requested additional verification documents. If nothing in email, contact support with your withdrawal reference number.
Login problems
Forgot password? Use the "Forgot Password" link on the login page. Enter your registered phone number or email, receive a reset link, create new password. If you're entering correct credentials but login still fails, clear your browser cache and cookies, then try again. If that doesn't work your account might be temporarily locked due to multiple failed login attempts—contact support to unlock it. They verify your identity via security questions then restore access.
Bet settlement disputes
If you believe a bet was settled incorrectly, contact support with the bet ID (found in your bet history), the market you bet on, and why you think the settlement is wrong. Support reviews the match result using official sources, checks the bet terms, and adjusts the settlement if an error occurred. This process takes 2-24 hours depending on complexity. For live betting disputes where odds seemed wrong, support checks the timestamp of your bet against match events to verify everything was correct.
Bonus not credited
Check if you met all bonus requirements—minimum deposit amount, opted in via the promotions page, didn't have an active bonus already. Bonuses often credit within 10 minutes of meeting conditions but can take up to 2 hours. If you're certain you qualified and it's been over 2 hours, contact support with details about which bonus you claimed and when you made the qualifying deposit. They manually credit it after verification.
Account verification issues
KYC documents (ID, proof of address) must be clear, unedited photos or scans. ID should show all four corners, text must be readable. Proof of address needs to be dated within the last 3 months—utility bill, bank statement, or government letter work. If your documents get rejected, support emails you explaining why (blurry image, document expired, name doesn't match account). Resubmit corrected documents and verification completes within 2-4 hours.
Getting faster support responses
When contacting support, include your account username (not just phone number), describe the issue clearly in one message instead of sending multiple short messages, attach relevant screenshots if applicable. For payment issues provide transaction codes, exact amounts, and timestamps. The more context you give upfront, the faster support resolves your problem without needing to ask follow-up questions.
Avoid contacting support during peak hours if your issue isn't urgent. Peak times are 6-10 PM weekdays and all day Saturday/Sunday when match betting is heaviest. Early mornings (6-9 AM) or mid-afternoons (2-4 PM) have shorter wait times. Live chat queue position is shown when you connect—if it says "15 people ahead" you might wait 20-30 minutes. Email might be faster in those cases.
If live chat disconnects mid-conversation, don't start a new chat immediately. Check your email—support often sends a transcript of the conversation there and continues handling your issue via email. Starting a new chat puts you back at the end of the queue and creates duplicate tickets, actually slowing down resolution.
Escalating unresolved issues
If support doesn't resolve your issue satisfactorily through standard channels, you can escalate to management. Email complaints@mshikebet-kenya.com with a summary of your issue, what support already attempted, and why you're unsatisfied with the outcome. Include your account username and any ticket reference numbers from previous support interactions. Management reviews escalated cases within 48-72 hours and contacts you via email with a resolution or explanation.
For issues related to responsible gambling (self-exclusion requests, deposit limits, account closures), contact responsible-gaming@mshikebet-kenya.com. These requests get handled by a specialized team and are processed within 24 hours. Self-exclusion activates immediately upon request—your account gets locked and you can't reopen it for the duration you specified (6 months, 1 year, 5 years, or permanent).
If you believe Mshikebet violated licensing regulations or acted unfairly, you can file a formal complaint with the Gambling Authority of Kenya (GRAK). Visit bclb.go.ke for the complaints procedure. This is a last resort after exhausting Mshikebet's internal resolution process. GRAK investigates complaints and can order refunds or penalties if they find violations.
Self-help resources
The Help Center (accessible from footer) contains articles covering account management, deposits, withdrawals, betting rules, bonus terms. Search by keyword or browse categories. Most common questions have step-by-step guides with screenshots. This resolves simple issues faster than waiting for support.
FAQ section covers registration, verification, payment methods, betting limits, cashout functionality, mobile app usage. Updated regularly based on frequent support queries. Before contacting support, check if your question is answered there—saves time for both you and the support team.
Video tutorials available in the Help Center demonstrate how to place bets, use cashout, claim bonuses, verify your account. Particularly useful for new users unfamiliar with the platform. Videos are 2-5 minutes each, in English with Swahili subtitles.