How to Reach Support
Live Chat
Available 24 hours daily. Click the chat icon at bottom right of any page. Average response time under 2 minutes. Best for urgent account issues or technical problems requiring immediate assistance.
Phone Support
Call +254 703 637127 between 8:00 AM and 10:00 PM EAT, seven days per week. Phone support handles complex issues requiring verbal explanation. Have your account username ready when calling.
Email Support
Send detailed inquiries to support@gameguyskenya.com. Include account username and description of issue. Response within 4-12 hours depending on queue volume. Email works best for non-urgent matters or detailed documentation.
Frequently Asked Questions
Account Verification
Upload clear photos of your Kenyan ID or passport through Account Settings. Verification completes within 2-4 hours during business days. Required before first withdrawal can process.
Deposit Problems
M-Pesa deposits appear within 3 minutes. If delayed beyond 10 minutes, contact support with M-Pesa transaction code. Bank transfers take 15-45 minutes during banking hours.
Withdrawal Delays
First withdrawal requires identity verification adding 2-12 hours. Subsequent withdrawals to M-Pesa process in 10-30 minutes. Maximum daily withdrawal limit is 500,000 KES.
Login Issues
Reset password using "Forgot Password" link on signin page. If account locked after multiple failed attempts, contact support to unlock. Account security measures prevent unauthorized access.
Complaint Resolution Process
Game Guys Kenya takes complaints seriously. Submit formal complaints through live chat or email with detailed explanation and supporting evidence. Our team investigates within 48 hours and provides written response outlining resolution steps.
If dissatisfied with resolution, escalate to senior management by requesting escalation through original support channel. Management reviews escalated complaints within 5 business days and provides final decision.
For disputes with regulatory implications, contact the Betting Control and Licensing Board at info@bclb.go.ke or call 0800-723-770. BCLB mediates unresolved disputes between operators and customers in Kenya.
Support Service Standards
Game Guys Kenya commits to professional, respectful customer service. Support agents undergo training on betting regulations, payment systems and account management. We aim for first-contact resolution whenever possible.
Language support available in English and Swahili. Agents access your account history to diagnose issues quickly without requiring you to explain previous interactions. All conversations remain confidential and stored securely per Kenya data protection laws.
Support ticket reference numbers provided for tracking. Save these numbers to check status or reference in follow-up communications. Average ticket resolution time is 24-48 hours depending on complexity.