Customer support at Wekelea Kenya
Wekelea Kenya support operates 24/7 through live chat, phone, and email. Live chat delivers fastest response times—typically under 5 minutes during daytime hours, stretching to 15-20 minutes after midnight. Phone support at 0711111262 handles urgent account issues, payment problems, and verification questions. Email serves non-urgent inquiries requiring detailed documentation or explanations.
How to reach support
Choose your contact method based on urgency and issue complexity. Live chat works best for quick questions about deposits, bet settlement, or bonus activation. Phone support suits situations requiring immediate resolution—locked accounts, failed withdrawals, or technical errors preventing gameplay. Email handles complaints, feedback, or issues needing screenshots and detailed account history review.
Frequently reported issues
Most support contacts involve payment processing, account verification, or bet settlement disputes. Understanding resolution timeframes helps set realistic expectations.
| Issue Type | Average Resolution Time | Required Information |
|---|---|---|
| M-Pesa deposit not credited | 15-30 minutes | M-Pesa confirmation SMS, transaction code |
| Withdrawal delay | 2-6 hours | Withdrawal request ID, account verification status |
| Account verification pending | 24-48 hours | Clear ID copy, proof of address dated within 3 months |
| Bet settlement dispute | 1-3 hours | Bet slip ID, match details, screenshot of disputed outcome |
| Bonus not credited | 30 minutes-2 hours | Deposit transaction ID, bonus terms screenshot |
| Password reset | Immediate (automated) | Registered phone number or email |
| Account locked | 1-4 hours | ID verification, explanation of lock reason from support |
Payment issues resolve fastest when you provide complete transaction details upfront. Bet disputes require match context—date, teams, market type, and specific outcome in question. Verification delays usually stem from unclear document scans; submit high-resolution photos showing all document corners and readable text.
Self-service resources
Many common questions resolve through account dashboard tools without contacting support. Check "Transaction History" for deposit and withdrawal status updates. The "Bet History" section shows all placed bets with settlement status and potential payouts. Account verification status appears under "Profile" with specific instructions if documents need resubmission. Password resets, deposit limit adjustments, and session timeout settings all live in account settings—accessible after login without support intervention. Review these sections before reaching out; immediate answers save time compared to waiting for agent responses.