Claims of interferences with the winnings on Sportpesa betting platforms as the firm and the regulator, GRA, leaves consumers on their own
Several days ago, I experienced a troubling incident while playing a crash game on the platform: placing bets worked without issue, but cashing out was not allowed or simply did not function.
I am writing to lodge a complaint against SportPesa. The Gaming Regulatory Authority (GRA), formerly the Betting Control and Licensing Board (BCLB), appears to be unreachable — their website is non-functional and emails to them have gone unanswered.
SportPesa itself has also stopped responding after claiming that my complaint had been “escalated.”
Several days ago, I experienced a troubling incident while playing a crash game on the platform: placing bets worked without issue, but cashing out was not allowed or simply did not function.
As a result, I lost numerous winnings. I began recording my subsequent sessions as evidence and forwarded this footage to SportPesa.
After I explained the issue, they claimed the matter had been escalated internally, but every follow-up attempt since then has gone unanswered.
I also forwarded my complaint directly to the GRA, but have not received a single response.
I attempted to reach them by phone using the old BCLB contact numbers, assuming only the organization’s name had changed, but these too go unanswered.
I am reaching out to ask for guidance on how to proceed — whether there is a direct contact at the GRA I should escalate this to, such as the Director, or whether this is a complaint your office is able to assist with.
