Common Support Topics
Account verification requires uploading government-issued ID—national ID card, passport, or driver's license. Processing takes 24-48 hours typically; you'll receive email confirmation once verified. Without verification, withdrawals get blocked though deposits and betting work normally.
Deposit Problems
M-Pesa deposits process within 2 minutes usually. If funds left your phone but didn't credit Betlion account, wait 10 minutes then contact support with M-Pesa transaction code. Keep SMS confirmation showing successful payment—support needs this reference resolving missing deposits.
Failed M-Pesa transactions reverse automatically to your mobile wallet within 30 minutes. Funds never lost permanently; they return to sender if payment doesn't complete properly. Contact Safaricom on 100 if refund doesn't appear after one hour.
Withdrawal Delays
Standard M-Pesa withdrawals complete under 30 minutes during business hours. Evening and weekend requests might take 2-3 hours depending on queue volume. Delays beyond 6 hours warrant support contact—provide withdrawal reference number shown in transaction history.
First withdrawal requires KYC verification completion. Subsequent withdrawals process faster once identity confirmed initially. Maximum daily withdrawal limits apply per account tier; contact support if needing higher limits for VIP consideration.
Quick Solutions Guide
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Forgot Password
Click "Forgot Password" on login page. Enter registered phone number or email; reset link sent immediately. Check spam folder if email doesn't arrive within 5 minutes.
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Deposit Not Credited
Wait 10 minutes after M-Pesa confirmation. Still missing? Contact support with transaction code from SMS. Usually resolved within 30 minutes during operating hours.
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Withdrawal Pending
Standard processing takes 30 minutes. First withdrawal needs ID verification completed. Check account email for verification requests if withdrawal stuck over 2 hours.
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Bet Settlement Dispute
Review bet details in "My Bets" section. Settlement follows official league results. Contact support with bet ID if you believe incorrect settlement occurred.
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App Not Working
Clear app cache in phone settings. Uninstall and reinstall from official download link. Update to latest version if running old release causing bugs.
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Account Locked
Multiple failed login attempts trigger temporary lock. Wait 30 minutes before retrying. Forgotten password? Use reset function instead of guessing repeatedly.
M-Pesa Payment Support
Betlion Kenya Paybill number appears during deposit process—never send M-Pesa to personal phone numbers claiming to be support staff. Official payments go through designated Paybill only; account number matches your Betlion account ID automatically.
Minimum deposit sits at KES 50; maximum varies by payment method but M-Pesa accepts up to KES 150,000 per transaction. Daily deposit limits apply based on account verification level—unverified accounts restricted compared to KYC-completed users.
Reversing Wrong Payments
If you accidentally sent M-Pesa to wrong Paybill or used incorrect account number, contact Betlion support immediately with transaction details. Reversal possible if funds haven't been allocated yet—delays reduce chances though. Safaricom cannot reverse gambling payments; only receiving company (Betlion) can return funds.
Bet Settlement Questions
Sports bets settle within minutes of final whistle typically. Occasionally delays happen awaiting official result confirmation—especially for markets like cards, corners, specific player stats requiring verified data sources beyond scoreline.
Voided bets return stakes automatically. Games abandoned before completion, postponed matches, or technical issues causing market errors result in void settlements. You get original stake back as if bet never placed—frustrating when winning but protects you on losing positions too.
Cash Out Issues
Cash out availability depends on market liquidity and match status. Option disappears during critical game moments—goals being scored, VAR reviews, penalties awarded. Value fluctuates rapidly; price shown might change before you confirm if significant game event occurs simultaneously.
Rejected cash out attempts happen when odds shifted dramatically before confirmation processed. System protects both player and bookmaker from stale prices. Try again once market stabilizes—value might be less favorable but option typically returns quickly.
