Complaints and disputes

Most problems with an online casino — a payout that has not arrived, a bonus that disappeared, a spin that froze mid-round — are settled at the first level if the complaint is clear and backed by evidence. This guide sets out the order to follow in Kenya: the operator's own support first, then the Gambling Regulatory Authority (GRA), and for disputes arising from online gambling, an appeal to the Gambling Appeals Tribunal.

Start with the operator's support team

Write to Playmaster's support through the chat or e-mail channel listed on the operator's own site. Put the facts in the first message: what happened, the date and time, the amount in KES, the game or transaction concerned and the e-mail or phone number your account is registered to. End with one sentence stating what you want — the payout released, the round reviewed, the bonus restored.

On a phone, evidence is easy to lose, so capture it straight away. Take a screenshot of the error or the transaction status, and if a slot or crash round froze, note the game name and the time before you reload — most games keep a round history in their menu that support can match. If you paid by mobile money, keep the confirmation message with its transaction code; that code is how a payment is traced. Ask for the chat transcript to be sent to your e-mail before you close the window, and keep every ticket number in one note.

Disputes that come up most often

Delayed withdrawals usually trace back to unfinished verification, a name on the payment method that does not match the account, or wagering still running on an active bonus. Kenyan law gives you two reference points here: the operator must have proof that you are of age before paying out a prize (s.70(6)), and a monetary win in online gambling must be credited to your account within two days (s.70(1)). Quote those sections if a win is simply not appearing on your balance.

A cancelled bonus nearly always comes from one clause — a stake above the maximum allowed during wagering, a game that does not count, or a withdrawal made before wagering was finished. Disconnections are their own category: crash games and fast slots are sensitive to a weak signal, so read the game's rules on what happens to a round when the connection drops before you argue about the result. Dormant balances matter too: if no transaction is recorded on an account for three months, the licensee must remit the balance to the player (s.77(1)).

When the operator does not settle it

Ask in writing for the case to be escalated to a supervisor or the operator's complaints department, and give a reasonable time for an answer. If that fails and the operator is licensed in Kenya, you can complain to the GRA through the complaints form on the Authority's website. We do not link to that site from this guide at the moment, so search for the Authority by its full name and check the address before you submit anything; parts of GRA's pages still carry wording inherited from the former Betting Control and Licensing Board.

How to complain effectively: put the problem in writing, attach the evidence and give the operator a clear deadline to answer. Some countries have an independent ADR (alternative dispute resolution) body between player and operator; in Kenya the route the Act sets out runs through GRA's complaints process and, for disputes arising from online gambling, an appeal to the Gambling Appeals Tribunal within 14 days (s.80).

For a dispute arising from online gambling, section 80 of the Gambling Control Act 2025 allows an appeal to the Gambling Appeals Tribunal within 14 days. Fourteen days pass quickly, so prepare one file early: account ID, dates, amounts, transaction codes, screenshots, the full correspondence and a short statement in your own words. If the operator does not hold a Kenyan licence at all, the GRA route may not help you — which is one more reason to check the licence before depositing, not after a dispute starts.

What this site cannot do for you

playmastercasino.com is an independent guide. It has no access to Playmaster accounts, cannot see balances, documents or game history, and has no way to unblock an account, restore a bonus or move a withdrawal up the queue. Anyone offering to "sort it out" for a fee through contacts at the casino is running a scam.

What this page can do is explain the order of steps and the evidence that makes each step work. If you think one of our guides described a rule incorrectly and that contributed to your dispute, tell us at info@playmastercasino.com and we will check and correct the page. If the dispute is part of a wider problem with how much you are playing, the limits and self-exclusion guide is worth reading before the next deposit.