Players on Kenyan sports betting and online casino platform KwikBet have raised serious grievances over the company’s refusal to allow users to close or self-exclude their accounts promptly, claiming that attempts to terminate access are met with prolonged waiting periods that expose them to continued financial losses.
Operated by Solami Limited and licensed by the Betting Control and Licensing Board (BCLB) under license number BK-0001133, KwikBet has been accused of enforcing a mandatory dormancy period of up to three months before accounts can be fully disabled, while failing to provide timely and consistent responses to closure requests, a practice that many users describe as exploitative and deliberately designed to maximize company profits.
Despite being active in the Kenyan market since 2017, the company’s ownership structure remains opaque, with limited public information about its founders or major shareholders, raising questions about accountability and corporate governance in handling player funds and complaints.
Multiple users have also reported inadequate customer support, ignored complaints, and policies that effectively encourage compulsive betting, painting a picture of corporate negligence and prioritization of profit over responsible gambling and user protection.
Below is what one of the affected players experienced while attempting to self-exclude from KwikBet.
The user repeatedly contacted the platform’s customer support via WhatsApp, urgently requesting that his account be blocked due to escalating financial losses from the Aviator game and the inability to control his betting activity.
Screenshots shared with us show that the support representatives acknowledged his requests but insisted that the account could not be fully disabled immediately, instructing him to avoid any deposits or logins for a mandatory period of at least three months before closure could be effected, while repeatedly assuring him that the process would be completed “as soon as possible.”
“Hello Cyprian. Kuna hii site inajiita KwikBet, man, haina hata option ya ku-delete account kabisa ukitaka quit betting ka sites zingine. Ukiwaambia uwatumie details zako, wanakwambia give them 3 months ndipo account iblockiwe. Before 3 months utajipata tena unabet unapoteza pesa. I started by requesting for account deletion last year through their WhatsApp number. I tried requesting this to happen on several occasions. As you can see, I even rated their customer care as poor coz I texted them on WhatsApp like 2 weeks na hawajaingia online ady sahizi. Kuna time wantuekea bots zicheze in order to fool us. Limit yao ya maximum bet unaeza eka ni 10k, lakini tunaoneshwa ety kuna players wanacheza na more than 10k. Wengine ety wanacheza ety ady na 40k, 30k. Kindly expose this utuokoe!”
Despite following the instructions, the player reported continued temptation to play and mounting stress, describing the situation as exploitative, as the enforced dormancy period left him vulnerable to further losses and exposed the company’s inadequate handling of self-exclusion requests.
These interactions demonstrate how KwikBet’s rigid policies, delayed responses, and lack of immediate account control are worsening compulsive betting, inflicting financial harm, and raising serious questions about the platform’s duty of care towards its users.
