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.


If you still have a query after checking here, contact us at support@sportpesa.uk or use our Live Chat to speak directly to an agent.


Account Details:

How do I open an account?

Desktop: You will see a 'JOIN NOW' button located top right of our website.

Mobile or Tablet: In the top right you will see 'SIGN UP'.

Registration 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 sand the verification code displayed on screen.

Mobile or Tablet: Select “Login” and the select “Forgotten Password?”

Fill in your email address and the onscreen verification code and follow the steps on your email.


Can I change my password?

You can change your password by 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 via Email or Live chat who will help you gain access to your account. Email: support@sportpesa.uk.


How do I close my account?

You can close your account at any time by going to the drop-down menu in the top right corner and selecting “Responsible Gambling”, there is then an option on the left-hand side for “Account Closures”.

Alternatively, we can close your account by contacting Support via Email or Live chat.

Please visit our Responsible Gambling page for details on Self-Exclusion’s and Time Outs.


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 address details?

In order to update your address details please contact Customer support who can update these for you. Other Personal Details can be changed via our “Personal Details” section.


How do I update my marketing preferences?

In order to update your marketing preferences, go to “Personal Details” & find “Emails and Notifications”. Here you can switch your preferences and stay in control of what kinds of communications you receive.


Account Verification:

What is KYC?

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 go to the drop-down menu next to your username and select “Documents upload”.


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 will require you to contact our Customer Service team. Please get in touch by Live Chat or Email.

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.


https://www.sportpesa.uk/bank-info/

How do I deposit?

In order to make a deposit please select the Deposit button from the top right-hand corner of the website.


What is the minimum deposit amount?

Please refer to the Deposits and Withdrawals page.


How long does it take for the 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 security 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 also want to verify your address and email details before allowing you to upload money for gaming purposes.


Is there a fee to make a deposit/withdrawal?

Deposits and withdrawals are free with SportPesa however, your card scheme, e-wallet provider or bank may charge you to move or upload money. Please check with your provider.


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 you have satisfied 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 banks involved but clearing will usually take 2-3 days.


What payment methods can be used to deposit?

Mastercard/VISA debit or credit cards, along with the following e-wallets; Neteller and Skrill. Note your first deposit must be made via a debit or credit card registered to you.


Why can I not deposit?

Please ensure the payment details provided are correct, in date and you have available funds in the account you are attempting to deposit from. If all else fails, we’d recommend contacting your payment provider. Alternatively, please contact us. and we can review this for you.


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

No, you would need to use your own payment method to deposit from.


Can I withdraw back to a different payment method?

No, where possible we will attempt to withdraw your funds back to the same payment method that was used to deposit from.


How do I make a withdrawal?

To make a withdrawal click your user name in the top right corner and then select ‘withdrawal’ and complete the online form.


Can I cancel a withdrawal?

Provided the withdrawal has not been processed, you can cancel your withdrawal by going to “Cancel Withdrawal”

https://www.sportpesa.uk/promotions/


Can I opt out of a bonus?

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

Bet £10, Get £10

How do I use my Bonus Token?

If you have been issued with a Bonus Token, it will appear in the “Bonus Tokens” tab on the header of our website when you log into your account.

To place your Bonus Token, simply follow the steps below;

  • Bonus Token will be accessible in your bet slip
  • Select your selection/s and pick a single or accumulator bet on a pre-match or live event;
  • You MUST select Bonus Token from the drop-down box, this will automatically populate your bet amount;
  • Then, just hit place bet.

  • I can't see my Bonus Token?

    If you have received the Bonus Token on screen pop up after placing making your deposit and placing a qualifying bet and you have accepted this bonus, please allow 10 minutes for this bonus to be applied to your bet slip. You will then be able to select the Bonus Token on your bet slip once a selection has been added.


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

    Please check that you have met the qualifying bet conditions in order to be eligible.

    https://www.sportpesa.uk/promotions-sports/bet10get10/

    • Deposited by debit/credit card
    • Single £10 bet of odds of 1/1 (2.0)
    • Win single bets only
    • Bet has not been cashed out

    • My Bonus Token has expired, what do I do?

      Bonus Tokens are valid for 5 days from issue date, unless otherwise stated. SportPesa cannot re-issue if Bonus Token has expired.


      How do I use my Bonus Credits?

      How to use:

    • Bonus credits will be used once your sports real balance has reached 0.
    • Bonus Credits can be viewed in your “Sports Bonus” balance & wagering can be viewed via “Bonus Information”.
    • When using bonus credits If the bet is a winner, your winnings will be credited as cash and will need to meet wagering requirements before being able to withdraw.
    • Your stake is returned with any winnings generated from the bonus credits.

    • My Bonus Credits have expired or are no longer available, what do I do?

      Bonus Credits are valid for 30 days from issue date, unless otherwise stated. SportPesa cannot re-issue if Bonus Credits have expired or if the Bonus Credits have been cancelled as a result of a withdrawal being made during the wagering period.

    My Bonus code has not worked?

    Your Bonus should be located in your Bonus + Balance wallet. This is your Deposited funds and Bonus combined. If you still believe your bonus code has not worked, please contact Support via Email or Live Chat.


    What is the wagering requirement on my bonus?

    You can check this by going to “Bonus Information”. If you are unsure about your bonus and its wagering requirement status you can check the Status by contacting our Support via Live Chat or Email.


    Can I check my casino & gaming betting history?

    You can check this by going to “History” which is found under “Player Activity”. Go to “Games History” to view your gaming history and profit/loss for up to 1 year.

    What are the advantages of betting with SportPesa?

    We're here to give you the ultimate online betting experience. SportPesa brings you a wide selection of Events and Markets along with competitive betting odds. We also offer Live Betting on over 25 thousand events each month.


    How do I place a multiple or accumulator bet?

    To place an Accumulator/multibet, choose your desired selections. You will then see the option for Multibet or System above your selections on your bet slip.


    What are the minimum and maximum stakes I can place?

    The minimum bet accepted is 0.05p or currency equivalent. 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.


    What is cash out?

    Cash Out is a sportsbook feature that allows you to take a profit or a loss on your bet before that bet has settled. Cash Out offers are made in real time and your Cash Out offer will reflect live market prices.


    How do I cash out?

    Cashing out your bet could not be easier! Follow the steps below:

  • Place a single or accumulator bet on a pre-match or live event;
  • Go to the ‘My Bets' tab on the Betting Slip;
  • Note the current cash out value of your bets;
  • Take your Cash Out amount by clicking on the Cash Out button.

  • Why can't I cash out?

    Cash out is not available for all bets. If you do not have a Cash Out offer it is not available currently. Please check My Bets regularly to see if you have a Cash Out offer.


    How long does a bet take to settle?

    We aim to settle bets within 1 hour of an event finishing. However, it is usually quicker. If your bet has not settled within 24 hours of an event finishing, please contact us via Live Chat or Email.


    How do I see my open and settled bets?

    Open and historic bets can be viewed via “History” which is found under “Player Activity”. You are given the option to view open bets, cash out bets & settled bets within the last 90 days, as well as Gaming History for up to a year and profit/loss.

    SportPesa encourages all players to Gamble responsibly. We have the following features to help you along the way. Please click here.

    How do I add/update deposit limits to my account?

    Please go to the drop-down menu next to your username in the top right corner and select “Limitations”, where you will then be able to set a deposit limit.


    How do I apply a time out?

    You can select a time out for the following periods:

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

  • DESKTOP - Please go to the drop-down menu next to your username in the top right corner and select “Responsible Gambling”. On the left-hand side of the on-screen options you will see “Time-Out Facility”

    MOBILE/TABLET – Select the Man icon in the top right corner and choose “Time Out” from the drop-down menu.


    How do I self exclude my account?

    Please go to the drop-down menu next to your username in the top right corner and select Responsible Gambling. You will then see a “Self-Exclusion option on the left-hand side. Where you will be able to choose from the timeframes of 6 months, 1 year and 5 years.


    Can my time out or self exclusion be cancelled?

    Once a time out or Self-Exclusion has been applied this will need to elapse before your account can be activated. Please contact customer support for further assistance.

    How do I contact SportPesa?

    Customer services at: support@sportpesa.uk 

    Live Chat

    To send additional documents, such as your age verification or proof of address, please email: docs@sportpesa.uk 


    Regulations and Licenses

    SportPesa is powered by TGP Europe Ltd of James House, 1st Floor, 11-13 Hill Street, Douglas, Isle of Man IM1 1EF. TGP Europe provides software and network services in the Isle of Man under a licence issued to TGP Limited under the Online Gambling Regulations Act 2001 on 23 September 2012.

    TGP Europe Ltd is licensed and regulated by the UK Gambling Commission for provision of services to the United Kingdom.


    Complaints

    If you are unhappy with any part of our service, please contact us immediately via Customer Support.

    If you wish to lodge a further complaint, please contact us at: escalations@tgpeurope.com


    If you are a UK resident:

    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 at telephone number +44 207 347 5883. Further details about IBAS can be found at http://www.ibas-uk.com/