Sofabets Kenya Customer Support

Sofabets maintains multiple support channels for Kenyan players dealing with account queries, payment issues, technical difficulties, or general platform questions. The primary contact method operates through 24/7 live chat accessible from any page via the floating support icon. Response times typically range 2-5 minutes during peak hours (6 PM to midnight EAT), under 1 minute during off-peak periods.

Support agents handle inquiries in English and provide assistance with registration problems, deposit confirmation delays, withdrawal status checks, bonus activation issues, bet settlement disputes, and KYC verification guidance. Complex cases requiring management review may take 24-48 hours for resolution, but the team keeps you apprised through your registered email address.

Available Contact Methods

Live chat remains the fastest resolution channel. Click the chat bubble icon in the bottom-right corner of any page, provide your username or registered phone number for account verification, then describe your issue. Agents access your betting history and transaction records in real-time to diagnose problems quickly. Chat transcripts are sent to your email after each session for record-keeping.

Email support operates through support@sofabetskenya.com for non-urgent matters. Include your username, registered phone number, and detailed problem description. Attach screenshots if reporting visual bugs or payment confirmation receipts when querying missing deposits. Response time averages 4-8 hours during business days, up to 24 hours on weekends and public holidays.

Phone support is available during business hours (8 AM to 10 PM EAT, Monday to Sunday) at the Kenya-based customer service line. Call costs depend on your mobile operator's standard rates. Phone agents can initiate account verification, reset passwords, confirm pending withdrawals, and escalate technical issues to the IT department. Complex betting rule questions may require email follow-up with detailed explanations.

Common Support Topics

Deposit Issues: M-Pesa transactions normally credit within 1-2 minutes. If your deposit doesn't appear after 5 minutes, contact support with the M-Pesa confirmation SMS showing transaction ID and amount. The team verifies payment with the processor and manually credits your account if the transaction completed successfully.

Withdrawal Delays: First-time withdrawals require KYC verification (ID upload and approval). This process takes 24-72 hours. Subsequent withdrawals to the same M-Pesa number process within 24 hours after requesting cashout. Weekend withdrawals may extend to Monday processing due to banking schedules.

Account Verification: Upload a clear photo of your Kenyan national ID card or passport through the account settings KYC section. Documents must show full name, date of birth, ID number, and photo. Blurry or cropped images get rejected, extending verification timelines.

Bet Settlement Queries: If you believe a bet settled incorrectly, contact support within 7 days of the event conclusion. Provide bet slip ID and explain why you think the settlement is wrong. The team reviews official sports data feeds and competition rules before making adjustments.

Self-Service Resources

The FAQ section accessible from the footer covers frequently asked questions about registration, payments, bonuses, and betting rules. Most common queries find answers here without needing agent contact. The FAQ updates monthly as new questions emerge from player feedback.

Account settings allow self-service password resets, phone number changes (with SMS verification), and notification preference adjustments. You can view complete betting history, transaction logs, and bonus activity through the account dashboard without contacting support.

Technical troubleshooting guides for mobile app installation, browser compatibility issues, and login problems are available through the help center. Step-by-step instructions with screenshots walk you through common fixes before escalating to agent assistance.