Get help fast, any time in Kenya

Live chat is the quickest way to talk to an agent. It suits moments when you want a fast fix or step-by-step help.

Live chat gives you WinWin live support in the app or on the website.

• How to start chat: on the website, tap the chat bubble at the bottom right. In the app, go to Menu > Help > Live Chat. If locked out, use the Help page and choose Chat as guest.
• Best for: login troubles, password reset, KYC checks, M-Pesa or Airtel Money deposits and withdrawals, bet placement, bonuses, and quick how-to steps.
• Hours and languages: 24/7 in English and Kiswahili.
• Reply times: usually 1 to 3 minutes. Peak times may vary.
• Tips for faster help: include your username and registered phone or email. Start with a short summary, then add details. Attach screenshots or error codes. Keep the chat window open. One issue per chat for quicker handling.

Email is best for detailed requests and when you need a record. It also helps when you need to attach documents.

Email reaches WinWin customer service for cases that need review.

• How to email: send from your registered address. Use a clear subject like KYC – ID Submission, Payment – M-Pesa Ref ABC123, or Account – Login Issue. In the message, include username, registered phone, brief summary, steps tried, and any attachments.
• Support email contacts:
  • General support: [email protected]
  • KYC and verification: [email protected]
  • Payments and withdrawals: [email protected]
  • Responsible gaming: [email protected]
• Reply times: typically 2 to 12 hours. Complex reviews may take up to 24 hours.
• Tips: use one email per issue. Add clear screenshots or PDFs. Include transaction codes, bet IDs, and timestamps. Keep the subject line short and specific. Avoid sending multiple follow-ups before the first reply.

Prefer to talk? Call for real-time help and quick answers. Use the WinWin helpline number when the issue is urgent or sensitive.

• Support numbers in Kenya:
  • Toll-free helpline number 24/7: 0800 721 721 (free number on major Kenyan networks)
  • Alternate line: +254 20 389 4000 (standard rates)
• What to expect: identity check using your registered phone or email and simple security questions. No one will ask for your password or full card number.
• Best for: cashout delays, account lock, suspicious activity, bonus disputes, payment confirmations, or when chat is not available.
• Wait and resolution: typical wait is 1 to 5 minutes. Many issues resolve during the call. Complex cases are tracked the same day.
• Tips for faster calls: call from your registered number. Have your username, ID number or date of birth, and recent M-Pesa codes ready. Save the support number in your contacts. Off-peak hours like early morning often have shorter queues.

Messaging apps are handy for quick updates and light queries. The WinWin support team can guide you, share service notices, and point you to the right channel.

• WhatsApp: +254 111 721 721. Save the number, then send Hi to start. Available 24/7. Typical reply is 5 to 15 minutes.
• Telegram: t.me/WinWinKE_Support. Start a chat and pick a topic.
• Facebook Messenger: m.me/WinWinKE. Send a message to connect.
• X (Twitter): twitter.com/WinWinKE. Send a DM for help.
• Best for: quick questions, outage updates, bet status checks, how-to guidance, giving feedback.
• Not advised for: KYC documents or bank card details. Use live chat or email for secure uploads.
• Safety tips: look for the verified tick on pages. Do not share passwords or full card numbers. Never share one-time codes. If unsure, call the helpline.

Some problems need a technical specialist. Use this channel when a feature, game, or payment tool is failing.

Escalation to WinWin customer support engineers is available through chat, email, or phone.

• How to reach technical support: start in live chat and ask for the Technical queue. Email [email protected] for logs and screenshots. You can also call and say Technical Support to the agent.
• Issues handled: app crashes or freezing, games not loading, bet slip errors, M-Pesa paid but not credited, missing free spins, KYC upload errors, website not opening.
• First reply and fix times: initial response is 1 to 3 hours. Most fixes take 2 to 24 hours. Complex cases may take longer and will be updated.
• What to include: screenshots or short video, device model and OS version, app version or browser and version, network type and speed, time and timezone, game title and provider, bet ID, and M-Pesa transaction code.
• Tips: keep your ticket ID safe. Avoid opening duplicate tickets. If the app will not open, try the website and note what happens. Run a speed test and share the results.

High-tier players get priority routing and direct contacts. VIP members on WinWin receive faster queues and dedicated lines.

• Who qualifies: invited tiers based on activity, responsible play, and account standing.
• How to access priority help: in-app VIP tab for chat, email [email protected], or call the dedicated line 0800 722 900.
• What gets priority: large withdrawals, high-stakes bet queries, account reviews, technical escalations affecting live play.
• Times: chat aims to respond in under 60 seconds. Phone is usually answered immediately. Email replies within 1 to 3 hours.
• Tips: keep KYC and profile details updated. Set a phone passphrase for faster verification. Share planned play windows if you expect high activity or travel.