How to Contact Support
Live chat is the fastest contact method with average response times under 2 minutes. Click the chat icon in the bottom-right corner of any page. Support agents handle login problems, deposit delays, withdrawal questions, bonus clarifications, and technical bugs. Chat operates in English with basic Swahili support available during business hours.
Email support@bcgame-kenya.com for complex issues requiring documentation like KYC verification problems or payment disputes. Include your account username, transaction ID (if applicable), and detailed description of the issue. Support team responds within 12-24 hours on business days. Attach screenshots showing errors or transaction confirmations to speed resolution process.
For urgent matters like account lockouts or missing deposits exceeding 10,000 KES, always use live chat rather than email. Chat agents can access your account in real-time and apply fixes immediately, whereas email requires back-and-forth communication extending resolution time significantly.
| Live Chat |
24/7, under 2-minute response time |
| Email |
support@bcgame-kenya.com, 12-24 hour response |
| Languages |
English, basic Swahili |
| Social Media |
Twitter @BCGameKenya, Facebook for updates |
Frequently Asked Questions
How long do withdrawals take? M-Pesa and cryptocurrency withdrawals process within 5-10 minutes for verified accounts. Bank transfers take 1-3 business days. First withdrawal requires completed KYC verification which typically takes 12-24 hours to review.
Why is my deposit delayed? M-Pesa deposits typically arrive within 1-3 minutes. Delays occur due to network issues or incorrect reference numbers. Check your M-Pesa confirmation SMS and contact chat support with the transaction code for immediate assistance.
How do I verify my account? Upload government-issued ID (national ID or passport) and proof of address (utility bill or bank statement dated within 90 days) in the account verification section. Verification team reviews documents within 12-24 hours and notifies you via email.
Can I cancel a withdrawal? Contact support immediately via live chat if withdrawal is still showing as pending status. Once processed to payment provider, cancellation becomes impossible and funds must complete their transfer.
My bonus disappeared, why? Bonuses expire after 14 days from activation date. Failing to meet wagering requirements within the specified timeframe automatically forfeits the bonus and any winnings generated from it. Check bonus terms and expiry dates in your account's promotion section.
Support Availability
Live chat operates continuously with no scheduled downtime—support agents available every hour including weekends and public holidays. During peak evening hours (6 PM - 11 PM EAT), response times may extend to 3-4 minutes due to increased query volume from Kenyan players finishing work and accessing the platform for evening sessions.
Email support processes tickets Monday through Sunday but response times vary based on complexity. Urgent payment issues receive priority handling within 6-8 hours. General account questions or bonus inquiries typically resolve within 24 hours during business days. Complex technical problems requiring escalation to technical teams may take 48-72 hours for complete resolution.
For immediate assistance with critical issues like account lockouts, missing deposits over 5,000 KES, or withdrawal problems, always prioritize live chat over email. Chat agents have direct system access and can implement fixes or escalate issues to supervisors within the same conversation session.
Escalation Process
If live chat cannot resolve your issue during initial contact, request escalation to a senior support agent or supervisor. Senior agents have expanded permissions to process larger withdrawals, override certain system restrictions, or investigate technical anomalies that first-level support cannot handle. Supervisors typically join the chat or respond within 1-2 hours after escalation request.
For unresolved complaints after exhausting internal support channels, contact the BCLB compliance team via compliance@bcgame-kenya.com. Include your account details, comprehensive issue description, support ticket numbers from previous contact attempts, and any relevant documentation. As a BCLB-licensed operator, BC Game Kenya must address all compliance-related concerns filed with the Kenyan regulatory authority.
