Frequently Asked Questions

You can find the answers to some of our most commonly asked questions right here. They cover your account, payments, our Sportsbook, casino, responsible gambling, regulations and complaints procedure.


How do I open an account?

Desktop: You will see a "Join Now" button located top right-hand side of our website.
Mobile or Tablet: In the top right you will see "Sign Up"

Registering should take no longer than a couple of minutes, follow the simple steps and start betting today!


What do I do if I forget my password?

Desktop: If you have forgotten your password, click “Login” and select “Forgot password?” on the login pop up (top right). You will need to enter your email address, date of birth and the verification code displayed on screen.
Mobile or Tablet: Select “Login” and the select “Forgotten Password?”
Fill in your email address, date of birth and the onscreen verification code and follow the steps on your email.

Once you have completed these steps, click “Continue”. You will receive an email (check your spam or junk if the email is not in your inbox) with a temporary password which can be used to access your account.


Can I change my password?

You can change your password when you’re logged into your account by clicking on your username in the top right-hand corner, going to “Personal Details” and finding “Password”. Simply enter your current password, your new password and confirm your new password before clicking “Change Password” to confirm the change.


What do I do if I forget my username?

Please contact Customer Support who will help you gain access to your account.


I can’t gain access to my account, what do I do?

If resetting your password doesn’t work, please check the following:

• SportPesa operates in various countries but players can’t utilise any part of the website if based in the jurisdictions found in section 9 of our Terms & Conditions.
• Check if you have previously applied a Time-Out or Self-Exclusion & whether you are still in this period.

See our troubleshooting tips or contact Customer Support if you are still experiencing problems.


How do I close my account?

You can close your account at any time by clicking on your username in the top right-hand corner and selecting “Responsible Gaming”, there is then an option on the left-hand side saying “Account Closure”.

Alternatively, you can close your account by contacting Customer Support.

Please visit our Responsible Gambling page for details on Self-Exclusion’s, Time Outs & Deposit Limits.


How do I reopen my account?

For normal account closures, in order to reactivate your account, you will need to contact Customer Support.


How do I update my personal details?

You can view your details by clicking on your username in the top right-hand corner. Certain details can be amended but details such as your address can’t be updated online due to our KYC process. In order to update your address details please contact Customer Support who can provide further assistance.


Can I open more than one account?

No, we only allow one account per customer. If our system recognises any duplicate accounts, we will suspend it.


How do I update my marketing preferences?

In order to update your marketing preferences, click on your username in the top right-hand corner, go to “Personal Details” & find “Emails and Notifications”. Here you can switch your preferences and stay in control of what kinds of communications & personalised content you receive.


What is KYC?

KYC (Know Your Customer) is a practice used in the gambling industry where we are required to identify all our customers for regulatory purposes. Your full name, date of birth and address must be successfully verified prior to being able to make a deposit.


Where do I upload/send documents to?

You can upload your documents through your account once logged in. Simply click on your username in the top right-hand corner and select “Documents Upload”. Alternatively, these can be sent to support@sportpesa.uk

You will also be prompted to upload your documents upon registration at the top of our website and via email soon after you sign up.


What documents are accepted to pass KYC checks?

Please upload or email legible copies of the following documents:

• A photographed copy, clearly showing the front and back of your Government Issued ID (Driving Licence or Passport) as proof of identity.
• A photographed or scanned copy of your proof of address (e.g. Utility bill or bank statement). This must be the same as the registered address on your gaming account, clearly shows the statement/billing date and is at most 6 months old. The following documents are accepted:

i. Letter/Statement from your Bank (not pre-paid card statements)
ii. Electric/Gas/Water Bill
iii. Council Tax Bill
iv. Wifi/Home Broadband Bill (not mobile phone bills)
v. HMRC Letter

Please bear in mind you can use your Driving License for proof of address when it has not been used for proof of identity.


I have entered the incorrect details; how do I change these?

In order to amend personal details such as name and date of birth, we would require you to contact Customer Support.


How long does it take to verify my documents?

We try to verify your documents within 24 hours but advise it can take up to 72 hours for documents to be verified. You will be unable to make a deposit until your account has completed the KYC Process. We will be in touch once your documents are reviewed


How do I deposit?

In order to make a deposit on desktop devices, simply login & click the “Deposit” button at the top of the website to make a quick deposit. This will then display a pop up where you can enter an amount to deposit with an existing payment method or register new payment details.

On mobile devices, simply login & click on the user icon in the top right corner, where you will be able to see the option to “Deposit”. This will then display a pop up where you can enter an amount to deposit with an existing payment method or register new payment details.


What payment methods can be used to deposit?

Debit Cards: MasterCard & VISA
E-Wallets: Skrill & Neteller

*Note your first deposit must be made via a debit card registered to you.


What is the minimum deposit and withdrawal amount?

The minimum deposit and withdrawal amounts depend on which payment method is used. For more information, please refer to our Deposits and Withdrawals page.


Can I use a Credit Card on my account?

From Monday 2nd March 2020 Credit Cards will no longer be accepted as a deposit method on Sportpesa.uk. This will apply to all Gambling Operators in line with new Regulations which are required to be in place before 14th April 2020. This change means that you will no longer be able to add a Credit Card to an account or use an existing Credit Card on your account to make a deposit. We are dedicated to promoting Responsible Gambling and endorse any new changes that contribute towards a safer gambling environment. Where possible, any funds that have originated from a Credit Card will be withdrawn back to the same Credit Card, depending on your card issuer.

For withdrawals, a small number of credit cards (including international Mastercards and Visa cards issued in a restricted country) do not allow us to pay funds back to your card. If you experience any issues, please contact Customer Support

For more information on Responsible Gambling, please visit our Responsible Gambling page


Why can I not deposit?

Please ensure the payment details provided are correct, in date and you have available funds in your account. If none of these tips work, we’d recommend contacting your card or e-wallet provider to review the case.

Please contact Customer Support if any problems still persist.


How do I add or remove a payment method?

When you deposit, you will be given the option to add new payment methods. If you need a payment method removing, please contact Customer Support.


Can I use someone else’s payment method to deposit?

No, you would need to use a payment method in your name.


How long does it take for a deposit to reflect in my account?

Deposits normally clear immediately but this depends on the method of deposit and whether you have used that method before. We may sometimes require you to provide identification before we accept your payments. This is a normal part of our KYC checks and will usually only take a short time providing you can supply the required documentation. Once the website has accepted your deposit successfully, you can start playing immediately.

If you fund your account via an e-wallet account, they may want to verify your address and email details before allowing you to deposit money for gaming purposes.


Where does a deposit reflect in my account?

All deposits reflect on the “Balance” drop down box at the top of our website or via the “Balance” section which is found by clicking on your username in the top right-hand corner. Cash & bonus balances for Sportsbook & Casino are displayed in full when you click on “Balance”.


Is there a fee to make a deposit or withdrawal?

There are no fees when depositing or withdrawing with SportPesa however, your card or e-wallet provider may charge you to move or upload money. Please check with your provider.


How do I check my deposit & withdrawal history?

You can view this by clicking on your username in the top right-hand corner and going to “Transaction History”. You are able to see your deposits, withdrawals & net deposits (Total deposits – Total withdrawals) for up to the last year.


How do I make a withdrawal?

In order to make a withdrawal, click on your username in the top right-hand corner and select the “Withdraw” button. A pop-up box will appear where you will be prompted to withdraw available cash funds.


How long does a withdrawal take?

In line with the terms of our Online Gambling Licence and Anti-Money Laundering Legislation, we may need to see further identification from you before approving a withdrawal from your account. As soon as we are satisfied with these requirements, we will process your request as quickly as possible. How quickly the money is available in your account depends on the method of payment used and the card provider involved but clearing will usually take 2-5 days for debit cards. E-wallet withdrawals are usually quite instant but can take up to 24 hours to process.


Can I cancel a withdrawal?

Yes, providing the withdrawal has not been processed. You can cancel your withdrawal by going to your username in the top right-hand corner, clicking “Cancel Withdrawal” and following the instructions. Once a withdrawal is processed, it can’t be reversed.


Where do I find the latest offers?

All current Sportsbook & Casino features & offers are found here.


My bonus has not been offered to me, what do I do?

Please check that you have met the promotional Terms & Conditions for the relevant promotion.

If you believe you’ve met the conditions but haven’t received your bonus, please contact Customer Support.


Where do I find my bonuses?

To see all of your Active Bonuses & Bonus History, simply click on your username in the top right-hand corner & go to “Bonus Information”. You are able to see the status of the bonus, as well as the expiry and the remaining wagering requirements.

• If you have been issued with a Bonus Token, it will appear in the “Bonuses” tab on the header of our website when you log into your account. It is also visible in your betslip when you add qualifying selections.
• Bonus Credits will appear in your Sports or Casino Bonus Balance.
• If you have qualified to receive Free Spins, you will receive a pop-up on site or in the relevant casino slot game. If winnings from Free Spins are converted into a bonus with wagering requirements, they will appear in your Active Bonuses.


How do I use my Bonus Token?

You can use your Bonus Token by following these steps:

1. Log into your account & add qualifying selections to your betslip
2. The Bonus Token will appear in your betslip
3. You MUST select your Bonus Token from the drop-down box in your betslip
4. Simply place your bet

*Please note that Bonus Token’s must be used in their entirety and the winnings will only be from the bet as the Bonus Token stake is not included in the bet returns.


I can’t see my active Bonus Token in my betslip, what do I do?

If you are unable to see your Bonus Token in your betslip, please check the qualifying conditions (e.g. whether it applies to certain markets, events or has minimum odds/selection requirements).


My bonus does not work, what do I do?

Please ensure your bonus is valid & you check the bonus requirements & conditions. You can find more information by clicking on your username in the top right-hand corner and going to “Bonus Information”. Click on “More Info” (the 3 horizontal dots located in the bottom right of your active bonus) to see the Terms & Conditions of the bonus.

If you’re still having difficulties, please contact Customer Support.


What is the wagering requirement on my bonus?

The wagering requirement is how many times the bonus must be turned over before the winnings can be withdrawn (e.g. a £10 bonus with 10x wagering would have £100 left to roll).

You can find the status of your bonus by clicking on your username in the top right-hand corner and going to “Bonus Information”. You can also check by contacting Customer Support if you are unsure about your bonus and its wagering requirement status.


I’m wagering through my bonus but the wagering requirements are not changing?

Certain bonuses can only be wagered on certain games, events or markets. Please check the wagering conditions on a promotion, including what games the bonus can be wagered on and its contribution towards the wagering requirements.


More on Bonus Credits

i. Bonus Credits will be used once your sports real balance has reached 0.
ii. When using Bonus Credits, if the bet is a winner, your winnings will be credited as cash and you would need to meet the wagering requirements before being able to withdraw any winnings.
iii. Your stake is returned with any winnings generated from the Bonus Credits.


My bonus has expired or is no longer available, what do I do?

Unfortunately, SportPesa can’t reissue any bonus that has expired. This includes but is not limited to Bonus Tokens, Bonus Credits & Free Spins. Bonuses are also non-transferrable.

Bonus Tokens are valid for 5 days from issue date, unless otherwise stated on the relevant promotional Terms & Conditions.

Bonus Credits issued on the Sportsbook or the Casino would often have an expiration date and wagering requirements, depending on the Terms & Conditions of the relevant promotion. Bonus Credits & any winnings made cannot be reissued if they are cancelled as a result of the credits expiring after the validation period or if the wagering conditions have not been met (e.g. withdrawing winnings during the wagering period).


Can I opt out of a bonus?

Once a bonus has been accepted, you cannot opt-out without forfeiting any winnings won from the bonus. Only the actual deposit amount can be returned in these circumstances.


What are the advantages of betting with SportPesa?

At SportPesa, you can expect a premium sports betting experience. Not only is there a range of events to choose from, including over 30,000 live events each month, but you will also receive a variety of betting options, markets, enhanced odds and fabulous promotions & features.


Features

SportPesa have a range of features to enhance your experience right here.

ACCA+: Receive up to a 50% boost on your ACCA’s depending on how many selections are made
Add2Bet: Change your selections at any time
Cash Out: Take a profit or a loss on your bet before it settles with Cash Out & Partial Cash Out
*Pulse Bet: Predict the next goal in-play & win big depending on when the goal goes in
*Your Bet: Place a single bet with up to 6 markets on the same event

*Mobile Only


Sports, Markets & Bet Types

SportPesa offer a wide range of sports for you to bet on & over 2,000 betting markets, plus over 30,000 live betting events each month, & a variety of bet types. All bet types will be available in your bet slip or on the event/market.

For more information on certain sports & market rules, please see our Betting Rules.


How do I place a bet?

To place a bet, choose your desired selection(s). You will then see the option for Single, Combo or System above your selections in your bet slip. Simply enter your stake(s), check the number of bets you’re about to place, the total stake & the winnings before clicking on “Place Bets”. You will receive confirmation with a ticket reference once your bet is accepted and your bet will appear in “Open Bets”.


What are the minimum and maximum stakes I can place?

The minimum bet accepted is £0.05 or currency equivalent for single selections & £0.10 or currency equivalent for combo bets (including System bets). The maximum differs between sports, markets and bets. You will see the exact value specified in the field where you enter the stake amount, when placing a bet.


How do I see my open and settled bets?

Open and historic bets can be viewed by clicking on your username in the top right-hand corner & going to the “History” section.

There is an option to view “Open Bets” which will show all of your unsettled bets & ones that can be cashed out. Open Bets can also be found on your betslip or at the header of our website.

The other option is to view “Betting History” where you can view all of your settled Sportsbook bets in the last 3 months.


How do I cash out?

Once you place a bet, it’ll appear in your “Open Bets”. To Cash Out simply:

1. Go to your “Open Bets”
2. The amount you can Cash Out for will be displayed or there will be an option to Partially Cash Out where you can amend your Cash Out value
3. Click on the “Cash Out” button
4. Once the Cash Out is accepted, the cash will appear in your account but you may need to refresh your page for the balance to appear


Why can’t I Cash Out?

Although we try to ensure that Cash Out is available on as many events & markets as possible, it is worth noting that Cash Out is not available on all bet selections, events & markets. Cash Out may also not available for short periods when a market suspends due to a development in the event(s) or when you place a bet using a Bonus Token.

Please check your Open Bets regularly to see if you have a Cash Out offer.


What’s a Price Blast?

Price Blasts is where you can receive enhanced odds on selected events & markets. Click here to find out more.


Why are my selections not applicable for ACCA Plus?

If your selections qualify for extra winnings, you will see a present box with the percentage boost (%) next to your fold(s) in the betslip. Before placing your Combo bet, please ensure you check the following:

• Check the market (bet types where the result can yield a partial win or a return of the stake are excluded e.g. Draw No Bet)
• Check that your bet is at least a 5-fold (treble)
• Ensure your selections are all pre-match
• Ensure each selection has odds of at least 3/10 (1.3)

More information can be found here.


What are Fast Markets and how do I know they are available?

Fast Markets are available in-play & allow you to predict certain events within the next 1 or 5 minutes of a live event. If Fast Markets are available on an event, a small lightning bolt symbol will appear.

For more information, go to the Fast Markets section in Betting Rules.


What’s a Pulse Bet and how do I know it’s available?

Available on certain in-play football games and on mobile devices only. A pulse icon will appear on the event. For more information, click here.


How do I know if Your Bet is available?

Available on pre-match events and on mobile devices only. Click on the event you want to bet on & if Your Bet is available, it will display above the markets. Click the toggle to change your view to applicable Your Bet markets only & start adding your selections. For more information, click here.


How long does a bet take to settle?

We aim to settle bets immediately after the event has finished however, please allow up to 1 hour for the funds to appear in your account – usually this is a lot quicker! If your bet has not settled within 24 hours of an event finishing, please contact us via Customer Support.


Where can I find Betting & Non-Runner rules?

All betting rules, including Non-Runner rules can be found here on our Betting Rules page. This is found on the left-hand side of our desktop website under “Information” or on mobile by going the 3 horizontal lines in the top left-hand corner & scrolling to the bottom of the menu. Alternatively, you can also access Betting Rules when logged in on mobile devices by going to the icon next to your balance in the top right-hand corner & scrolling down until you find “Information”.


Can I place bets via Live Chat or Email?

We are not able to place any bets on any Sportsbook products over Live Chat or email however, our Customer Support team is happy to assist you in case you are having difficulties.


Can I check my casino & gaming betting history?

You can check this by clicking on your username in the top right-hand corner and going to “Games History”. Here you can view your games history for up to 1 year.


I am unable to play casino games on my device, what do I do?

Ensure you have the latest version of Flash Player installed & that your browser supports Flash Player. Please try our tips found under “Display & functionality issues” in the troubleshooting section below for more information.


I saw a pop-up for Free Spins but I can’t see that they’re available in the game, what do I do?

Once you accept Free Spins, please wait for up to 10 minutes for these to credit to your account. If 10 minutes has elapsed, please see our troubleshooting section below.


Game Rules & Controls

Each game has its own rules & controls. When you load up a game, you will see a question mark symbol (?) which is either located in the top left-hand corner or on the bottom panel of the game, however this can vary depending on the game provider. When clicked on, a new window will open with more information on the game, including the rules, what the features in the game mean & in game navigation controls.


Return to player (RTP)

This is the theoretical statistical percentage of total money bet by players in a specific game, that is paid out as winnings over time. The RTP is fixed and does not change. Information about RTP on a specific game can be found via the question mark (?) symbol on the game. Click here for more information.

SportPesa encourages all players to Gamble responsibly. Our Responsible Gambling page offers advice & guidance for all our players but we also have system controls to help you along the way.


What is a Reality check?

A reality check is where you can control how long your gaming session has been. Click on your username in the top right-hand corner and go to “Reality Check” to see how long it has been since your session began. You then have the following Elapsed time options:

• None
• 30 minutes
• 60 minutes
• 120 minutes
• 720 minutes

You are able to control the frequency at which the Reality Check appears on your screen so you can check your gaming session & Betting History and stay in control of your activity.


How do I add or update deposit limits?

Click on your username in the top right-hand corner and select “Limitations”, where you will then be able to set a daily, weekly or monthly deposit limit.


How do I apply a Time Out or Self-Exclusion?

Click on your username in the top right-hand corner and select “Responsible Gaming”. On the left-hand side, there is an option saying “Time-Out Facility” and another option for “Self-Exclusion”. Please note that self-excluding from SportPesa will also prevent you from betting or gambling on all other TGP Europe associated brands.

A Time Out can be set for the following periods:

• 24 hours
• 1 week
• 1 month
• 6 weeks’

A Self-Exclusion can be set for the following periods:

• 6 months’
• 1 year
• 2 years’
• 5 years’


How do I request for my account to be reactivated after my Time Out or Self-Exclusion period has ended?

Once your Time Out period has ended, your account will automatically be reactivated. Once your Self-Exclusion period has ended, you would need to contact Customer Support.

Please note that we will not reactivate any account if the Time Out or Self-Exclusion period has not expired and there is no guarantee that your account will be reopened even after the Time Out or Self-Exclusion period has ended.


How do I contact SportPesa?

• Our Customer Support details can be found here


Licenses

SportPesa is powered by TGP Europe Ltd of 22A Castle Street, Douglas, Isle of Man, IM1 2EZ.

TGP Europe Limited is licensed and regulated in Great Britain by the Gambling Commission under account number 38898


Complaints

We will always aim to provide the best services possible to enhance your experience with SportPesa but if you do have a complaint, we will always look to resolve it efficiently.

Please always contact us via Customer Support so we can resolve any complaints you may have.

If Customer Support are unable to resolve your query, please contact us at: escalations@tgpeurope.com. We’ll try our very best to uphold the highest standards in fair and safe gaming and will aim to resolve your dispute through our escalation procedure.


External Bodies

UK Licensed gambling operators are required to offer dispute resolution by an independent third party or ‘Alternate Dispute Resolution’ (ADR) provider in line with LCCP Social Responsibility (SR) code 6.1.1.

We have appointed the Independent Betting Adjudication Services (IBAS) as our ADR. Please direct unresolved complaints to them.

• Telephone number: +44 207 347 5883
• Further details about IBAS can be found here.


Security Measures

SportPesa has several security measures in place to prevent unauthorised access to our servers and to protect your personal data. Our website uses Secure Socket Layer (SSL) technology to encrypt your data such as personal details & card information provided to us. The Encryption process scrambles information into a format that is unreadable to anyone.

Encryption is used on all of our pages and the padlock symbol in the address bar at the top of your browser indicates that SSL is being used. Click on the padlock to see if your connection to our site is secure.


Your Personal Data, Information & Rights

For more information, please see our Privacy Policy.

For more information, please see our Technical Support page

Your first deposit must be made via a debit card registered to you, the account holder. The option for e-wallet deposits will be available soon after a successful debit card deposit is made.


By submitting your transaction, you are agreeing that you are aware of our customer funds policy, adhering to regulator guidelines of basic protection. Please see here for more information on the UK gambling commission rating system and details on how we manage your funds which can also be found in section 4.3 of our terms and conditions.