Lockbet Kenya Customer Support

Contact Information

Lockbet provides multiple channels for customer assistance covering account issues, payment queries, technical problems, and general betting questions. The support team operates from the Nairobi office and handles inquiries in English with understanding of local Kenyan banking systems and M-Pesa processes.

Phone support is available at +254710999944 during business hours with extended availability during major sporting events and weekends. Email inquiries sent to the support address typically receive responses within 12-24 hours; whereby urgent account security matters get priority handling. Live chat through the website and mobile app offers the fastest response times, generally connecting you to an agent within 2-5 minutes during peak hours.

Common Support Topics

Most customer inquiries fall into several recurring categories. Account verification questions are frequent—the KYC process requires uploading national ID or passport plus proof of address, and the support team can clarify document requirements or expedite reviews if submissions are delayed beyond the standard 24-48 hour processing window.

M-Pesa transaction issues—failed deposits, delayed withdrawals—make up a significant portion of support contacts. In most cases these resolve automatically within an hour as the payment gateway syncs with Safaricom systems, but support can manually verify transactions using your M-Pesa confirmation code if funds haven't appeared after 2 hours. Withdrawal requests above 10,000 KES may trigger additional security checks which support can explain and process faster if you provide the requested verification.

Self-Service Resources

The website includes a help section with articles covering common procedures—how to deposit via M-Pesa, understanding different bet types, navigating wagering requirements. These guides are written for Kenyan users with local examples and screenshots from the actual platform interface.

Your account dashboard displays transaction history going back 90 days, which can resolve many payment queries without contacting support. Bet history shows all placed wagers with timestamps, selections, and settlement status—useful for verifying outcomes or checking if accumulators settled correctly. If you're experiencing technical issues, try clearing your browser cache or reinstalling the mobile app before reaching out; about 40% of reported technical problems resolve through these basic troubleshooting steps.

Response Times and Resolution

Support prioritizes issues based on severity and account impact. Security concerns (unauthorized logins, suspected fraud) get immediate attention with account freezes applied within minutes to protect your funds. Payment issues are next in priority since they directly affect your ability to play or access winnings—these typically resolve within 2-4 hours once investigated.

General betting questions or bonus clarifications have longer resolution windows, sometimes 24-48 hours if research is needed or higher-level approval required. Complex disputes involving bet settlement rules may take several days if the support team needs to consult with sports data providers or review footage; whereby BCLB regulations require thorough investigation before overturning official results.