Help for Kenya players: contact support 24×7

Use live chat for instant help from an agent. WinWin live support is best for real-time fixes and short questions.

• How to start chat:
  • On website: tap the chat bubble at the bottom right, then enter your name and registered mobile number.
  • In app: Menu > Help > Chat to connect.
  • Available 24×7 in English and Swahili.
• Best for:
  • Login issues, password reset, or OTP not received.
  • Deposit or withdrawal checks, M-Pesa reversals, failed payments.
  • Bet placement, bet settlement status, or bonus queries.
  • KYC status and document guidance.
• Response times:
  • Queue pickup in 1–2 minutes during most hours.
  • Complex cases may be moved to email for review.
• Tips for faster help:
  • Keep your account ID or registered phone number ready.
  • Describe the issue in one line first, then add details.
  • Share screenshots of errors or payment confirmations.
  • Stay in the chat window until you see the confirmation message.
  • Do not share your full card number or password in chat.

Email support is good for cases that need attachments or a written trail. Use it for formal queries and detailed reports to customer service.

• Where to write:
  • General support email: [email protected]
  • Payments and withdrawals: [email protected]
• Best for:
  • KYC documents, source-of-funds, or verification updates.
  • Payment disputes, charge checks, or failed transaction proofs.
  • Responsible play and account limits.
  • Formal complaints that need a reference ID.
• What to include:
  • Subject line: “Kenya – [Issue Type] – [Account ID]”.
  • Your registered name, mobile number, and email.
  • Clear description, timelines, and any transaction codes.
  • Screenshots or PDFs under 10 MB.
• Response times:
  • First reply in 1–6 hours. Complex reviews can take up to 24 hours.
  • You receive an automatic case ID for tracking.
• Tips for faster resolution:
  • Use the registered email address.
  • One issue per email thread to avoid delays.
  • Attach readable images and include device or app version if relevant.

Phone support gives real-time guidance and quick triage. Use the WinWin helpline number when the matter is urgent.

• How to call and what to expect:
  • Primary support number: +254 20 389 0000.
  • Alternate support number: +254 711 000 000.
  • Service is 24×7. Standard network rates apply. No free number at this time.
  • You may be asked to confirm your registered details for security.
• Best for:
  • Account lockouts, 2FA or OTP issues.
  • Urgent payment concerns or time-sensitive bet queries.
  • Difficulty navigating the app or website.
• Wait times and outcomes:
  • Typical wait 1–5 minutes. Simple issues are resolved on the call.
  • Complex cases get a ticket ID and follow-up on SMS or email.
• Tips for faster phone support:
  • Keep your account ID, recent transaction code, and device details ready.
  • Call during off-peak hours when possible, such as mid-morning or mid-afternoon.
  • Use a reliable network to avoid call drops.

Messaging support is convenient for quick updates and simple checks. Use it when you need short answers or service updates from the support team.

• Platforms and contacts:
  • WhatsApp: +254 794 000 000. Send your registered name and number.
  • Telegram: @WinWinKEsupport. Start a chat and request a ticket ID.
  • Facebook Messenger: Kenya page inbox. Search for the verified page.
  • X (Twitter): @WinWinKEHelp. Send a DM for basic account checks.
• Best for:
  • Short questions, bet status, or downtime updates.
  • Guidance on where to send documents.
  • Follow-ups on an existing case ID.
• Response times:
  • Typical first reply in 10–30 minutes. May be slower during big matches.
  • Some cases will be moved to chat, email, or phone for security.
• Tips for safe and effective messaging:
  • Do not share passwords, full card numbers, or CVV.
  • Share only the last 4 digits of a card if asked for verification.
  • Ask for a case ID for anything beyond a quick check.
  • Confirm the official handle before sharing details.

Use specialised technical support for errors, app issues, and game problems. It helps diagnose device and network causes and coordinates fixes.

• How to reach technical help:
  • Start in live chat and request a technical check.
  • Email for technical cases: [email protected].
  • Create a ticket in Help Centre under Technical.
• Issues handled:
  • Login failures, OTP not arriving, or 2FA problems.
  • App crashes, update errors, or slow loading.
  • Game not starting, stuck spins, or bet slip not settling.
  • M-Pesa pending or failed payments, duplicate charges.
• Expected timelines:
  • First triage in 15–45 minutes.
  • Fixes range from 1–24 hours based on complexity and provider checks.
  • You receive updates by chat, SMS, or email.
• What to include for faster diagnosis:
  • Device model, OS version, and app version.
  • Network type, location area, and time of error.
  • Screenshots or screen recordings of the issue and any error code.
  • Payment reference, amount, and time for transaction issues.
• Quick steps you can try:
  • Update the app to the latest version.
  • Clear app cache and restart the device.
  • Switch between Wi‑Fi and mobile data and try again.

Priority support is available for invited tiers. It offers faster routing and dedicated assistance by the support team.

• How to access priority help:
  • VIP email: [email protected].
  • Dedicated phone line: +254 20 389 0011, 24×7.
  • Priority chat in app once your profile is tagged as VIP.
• Who qualifies and when to use it:
  • High-tier players by invite or monthly review.
  • Use for time-bound withdrawals, verification, or limit reviews.
• Response expectations:
  • Chat pickup under 1 minute.
  • Phone answered first in queue.
  • Email reply target under 30 minutes.
• Tips to maximise your service:
  • Keep contact preferences updated in Profile.
  • Mention your VIP tag when you start a chat or call.
  • For review of status, request an account check through customer support.