KwikBet Users Raise Concerns Over Delayed Account Closure and Self-Exclusion Requests

Players on Kenyan betting platform KwikBet have raised concerns over what they describe as delays in closing or self-excluding their accounts.

Several users claim that when they request account termination, the process is not completed immediately. Instead, they are allegedly required to observe a waiting period of up to three months.

KwikBet is operated by Solami Limited and is licensed by the Betting Control and Licensing Board (BCLB) under licence number BK-0001133.

read:Juicebet Accused of Exploiting Workers Through Unpaid Wages, Harsh Targets and Intimidation

Claims of Mandatory Dormancy Period

According to affected users, customer support representatives inform them that accounts cannot be disabled instantly.

Instead, players are reportedly instructed to avoid logging in or depositing funds for at least three months before full closure can be processed.

Some users argue that this delay exposes them to continued betting activity and financial losses.

However, KwikBet has not publicly responded to the specific complaints raised by the players interviewed.

User Describes Struggle to Self-Exclude

One user shared screenshots showing repeated communication with KwikBet’s WhatsApp support line.

In the messages, the player urgently requested account closure due to escalating losses, particularly from the Aviator game.

Support representatives allegedly acknowledged the request. Nevertheless, they maintained that the account could not be disabled immediately.

The user claims he was advised to remain inactive for three months before the system would permanently block his account.

According to him, the delay made it difficult to stop betting entirely.

Concerns Over Responsible Gambling Measures

Players also allege that:

• Customer support responses are slow or inconsistent

• Complaints sometimes go unanswered

• There is no visible “delete account” option on the platform

Some users believe these policies may undermine responsible gambling efforts.

Responsible gambling frameworks typically allow immediate self-exclusion to protect users experiencing financial or behavioral distress.

Therefore, delays in processing such requests can raise regulatory and ethical concerns.

read:Mozzartbet Kenya, Kimaco Connections in Court Over KSh256 Million Money Laundering Allegations

Questions About Transparency

Although KwikBet has operated in Kenya since 2017, some users say there is limited publicly available information about its ownership structure.

They argue that greater transparency could improve accountability in handling customer complaints and safeguarding player funds.

However, no official findings of wrongdoing have been made public regarding the company’s operations.

Regulatory Oversight

KwikBet operates under a licence issued by the Betting Control and Licensing Board (BCLB).

The role of the regulator includes oversight of responsible gambling policies and compliance with Kenyan betting laws.

It remains unclear whether the complaints have been formally submitted to the BCLB for review.

Why This Matters

Kenya continues to grapple with rising concerns over gambling addiction, especially among young people.

As a result, questions about self-exclusion policies and user protection mechanisms are increasingly significant.

For affected players, the issue is not simply about account access.

Instead, it is about whether betting platforms provide timely tools to help users stop gambling when they choose to do so.

KwikBet has yet to issue a detailed public statement addressing the specific concerns raised in this report.

read:Mozzartbet Loses KSh 256M in Proceeds of Crime Ruling