Fresh Complaints Over Handling of Self-Exclusion Requests Put BetFalme’s Responsible Gambling Measures Under Scrutiny

A fresh complaint against controversial gambling platform Betfalme has placed the company back at the centre of public conversation, this time over an issue that strikes at the heart of what responsible gambling is supposed to mean for an operator, and one that comes on the back of previous accounts from users who have described experiences ranging from disputed crash game outcomes to accounts that remain active despite repeated requests for closure.

The latest account comes from a customer who says they reached out after struggling with what they describe as gambling addiction, a struggle serious enough that they formally requested the permanent closure and deletion of their account in the hope of removing the temptation to keep playing altogether.

According to this customer, the platform offered assurances that the request would be honoured, yet the account, by their telling, remains open and active well beyond whatever window one might reasonably expect such a process to take.

What compounds the frustration, as this customer describes it, is that promotional SMS messages, bonus offers and fresh betting incentives have continued arriving on their phone in the exact period during which they believed themselves to have opted out entirely, a sequence of events that, in their own words, defeats the entire purpose of asking to be excluded in the first place.

The customer contends that a self-exclusion request ought to function as a hard boundary rather than a suggestion, arguing that anyone who has taken the deliberate step of asking a betting company to stop should not, by any measure, continue being nudged back toward the very behaviour they tried to walk away from.

They further note that they have retained email correspondence, SMS records and screenshots documenting both their original request and the company's responses to it, material they say they are prepared to hand over for independent review should regulators or others wish to examine the matter more closely.

Their worry, as they frame it, extends well beyond their own experience, since they believe the pattern they encountered could just as easily be repeating itself across an unknown number of other customers, among them young adults and people already wrestling with gambling addiction, who may find a steady drip of promotional nudges considerably harder to resist than someone without that particular vulnerability.

"Hello Cyprian. I'm reaching out because I believe BetFalme's handling of responsible gambling deserves public attention. I requested permanent account closure and deletion due to gambling addiction, but despite their assurances, my account has not been deleted. Even after my request, they continue sending me promotional SMS messages, bonuses, and betting offers encouraging me to gamble again. In my view, this defeats the purpose of responsible gambling and self-exclusion. A customer who has asked to be excluded should not continue receiving marketing that encourages further gambling. I have email correspondence, SMS messages, screenshots, and other evidence showing my requests and their responses. I believe this matter should be investigated by the relevant regulators, as it may affect many other vulnerable gamblers. In my view, this undermines the purpose of responsible gambling and self-exclusion. Someone who has asked to stop gambling should not continue receiving marketing messages that encourage them to return. I am also concerned that these practices can have a serious impact on vulnerable people, especially young adults and individuals struggling with gambling addiction, who may find it much harder to resist repeated promotional messages."

This latest account does not arrive in isolation, and it lands squarely within a pattern this platform has tracked and reported on for some time now.

Earlier reports brought to our attention described a separate customer's two-month battle simply to have an account deactivated at all, a process repeatedly blocked by what the company characterized only as ongoing system work, while a wave of user testimony gathered around the platform's crash game, Aviator, painted a picture of players who felt the game's outcomes were tilted against them in ways that defied the odds any fair system should produce, with some going so far as to describe the presence of what they called coordinated behaviour nudging customers toward larger and riskier stakes.

Taken together, these threads sketch the outline of a company whose public promises around fairness, transparency and player protection appear, at least in the eyes of a recurring set of customers, to sit uneasily alongside their lived experience of trying to actually walk away from the platform.

Whether the tools Betfalme advertises, among them deposit limits, loss controls and self exclusion options, function as intended remains a question raised by customers who have shared their experiences, with the Betting Control and Licensing Board (BCLB), the regulator responsible for overseeing the betting and gaming sector in Kenya, potentially facing calls to examine the concerns as complaints continue emerging around the operator.