Terms and Conditions (V.2.2 DATED 23rd August 2022)
Thank you for taking the time to learn about the Betsafe Terms & Conditions (the "Terms"). This is how we let you know what you can and can’t do on Betsafe, how we will use your personal information and how we manage the Games. We have tried to keep the boring legal stuff to a minimum.
If You still have any questions after reading them, please get in touch.
The Terms are a binding agreement between You and Betsafe. By registering Your Account and/or using the Service and/or accepting any Bonus or prize, you agree that you have read and accepted the Terms and any amendments thereto. If you do not agree with the Terms, You should not register or continue to use the Service.
Everything changes and we may change these Terms at any time. Any changes to the Terms will be published to the Website at the time they come into effect. If you continue using the Service after the date on which these Terms come into effect, you will be deemed to have accepted the changes.
You will see the following terms used throughout the Terms:
"Bonus" shall cover all promotional offers that gift a tangible reward, including but not limited to: welcome offers, reload bonuses, deposit bonuses, free/bonus spins, free bets, and risk free bets.
"Games" are Sportsbook, Casino, and any other game we may offer and "Game" can mean any one of them. We can remove or add Games or parts thereof to the Service at any time.
“Service” includes the Website and the Text Betting service available through SMS and Telegram.
"Terms" are these terms and conditions and any other rules referenced within, which you agree to when using the Service.
"Website" www.betsafe.co.ke, and including, if applicable, any mobile and mobile application version thereof or any other subdomains of ‘betsafe.co.ke'.
"We" The Service is run by Bet High (K) Limited, a private limited company registered in Kenya, with company registration number PVT-DLUAMBE and having its registered office at L.R No. 209/1/399, Ground Floor, Palacina Court, Kitale Lane, Kilimani, P.O. Box Number 41840-00100 Nairobi, Kenya.
"we", "us", "our", “Betsafe” means Bet High (K) Limited.
"You" is you using the Service. "Your" has its usual meaning in relation to you.
"Your Account" is your registered account with Betsafe through which you use the Service.
We are licensed and regulated by the Betting Control and Licensing Board of Kenya (BCLB): Public Gaming Licence #0000119, Bookmakers Licence #0000301.
To play the Games, you must be:
- over 18 years of age;
- an actual person. You cannot be a company or other legal entity;
- playing the Games for yourself and in a non-professional capacity, and not on behalf of someone else;
- legally allowed to play the Games;
- a resident of Kenya.
You can register Your Account either on the Website or by Text.
(a) To register from the Website:
- Click on the "Register Now" button or any other link to the online registration form.
- Accurately complete the registration form including your mobile number and password.
- Click on the "Join Betsafe" button to confirm that the registration information in the form is the correct information and that you agree to the Terms.
(b) To register by Text: Send “Betsafe”, “join”, “register” or “accept” either by SMS to 23333 or to our official Telegram account. Your Account will be registered with the mobile number you used to send the Text message. You will receive a one-time password that you can use to login to the Website, which you will be prompted to change on your first login to the Website.
When you are ready to play, you need to deposit money into Your Account. You do this by:
(a) Depositing with M-PESA
- Open the M-PESA menu on your phone;
- Select ‘Lipa na M-PESA’ and choose the ‘Paybill’ option;
- Enter business number 7290099;
- Enter your phone number as the account number;
- Enter the amount you wish to deposit;
- Enter your M-PESA PIN.
(b) Depositing Online
- Open the Deposit form by clicking the “Deposit” button or any other link to deposit;
- Enter the amount you wish to deposit;
- Confirm the deposit;
- Enter your M-PESA PIN when prompted.
Once you have completed a deposit through either method, Your Account will be automatically credited according to your instructions.
Note: Standard M-PESA money transfer charges will apply for either method.
We reserve the right to request proof of age and perform checks in order to verify information provided by you at any time. If you are found to be under 18, we will take steps necessary to prevent you making further use of the Service, including returning deposits and voiding bets, winnings and/or bonuses.
6.4 Other forms of verification
We are under a strict duty as a gambling operator, in accordance with various laws and regulations, to ensure that you are who you claim to be and that the funds that you use to play are your funds and are earned legitimately. We may therefore perform third party searches against your name, compare the personal information you have provided or we otherwise hold against other databases and make such enquiries and request such information and documents as we require to validate your account and the funds being used to play in that account. Failure to provide any information asked of you to enable us to comply with our obligations under such laws and regulations (or providing incorrect information) will result in your account being restricted or closed and/or you being reported to the relevant regulatory body (including, without any further notice to you, criminal and serious crime monitoring/reporting agencies in any territory).
You must always play the Games in line with these Terms and any special rules that apply to Games offered on the Site. Different rules apply to different Games. (Where such rules apply, please click on the link for each Game to see to the rules that apply to that Game):
6.6.1 We do not accept cancellations of bets or stakes on any Games except for in exceptional circumstances, unless stated otherwise in the specific rules for the Game. Any cancellation is solely at our discretion.
6.6.2 We do not issue refunds except for in exceptional circumstances. This is solely at our discretion.
7.1 You must register and play on your own behalf only and not on behalf of anyone else.
7.2 Your mobile phone number is your customer identity. You must keep your login credentials (Mobile Number and Password) secure and not share them with anyone. If you share them, even unintentionally, you are responsible for any abuse or misuse of your account. We accept no liability for monies or information lost due to unauthorised use of Your Account arising from improper use of your login credentials. It is your responsibility to ensure that you keep your credentials confidential and it is your responsibility to secure any linked email addresses or devices on which Your Account is accessible. You are fully responsible for any misuse of Your Account or devices. If you are concerned that your credentials have been disclosed to a third party, you should reset your password from the Website and notify us immediately. Unless caused by any negligence on our part, any unauthorised use of your login credentials and any unauthorised use of Your Account are your sole responsibility and will be deemed as your own use.
7.3 You must keep the details of Your Account up to date at all times.
7.4 If you realise that the information provided at registration or on Your Account is incorrect, you must tell us immediately or immediately amend your information from the Website.
7.5 It is your responsibility to know if your activity with the Service is legal in the country or territory from which you are playing.
7.6 Each customer must open only one account. Should we identify any customer with more than one account, we reserve the right to close these accounts.
7.7 You may only play a Game as long as you have enough money on your account.
7.8 You are not allowed to transfer or receive funds from one account to another and /or to transfer, sell or buy accounts.
7.9 You agree that we can check you are who you claim to be. You agree to give us all documents we request to prove your registration information and payment details, such as (by way of example only) a copy of your National ID/passport, utility bills, bank statements, or any other documents evidencing your source of funds as may be necessary.
7.10 You cannot use any technical error or vulnerability to your advantage. We will be entitled to cancel and reclaim all winnings gained in this manner.
7.11 You will not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to your (or third party) use of the Service. You shall not use any software assisted methods or techniques or hardware devices in aid of your participation of the Games or any other use of the Service.
7.13 You agree that all deposits/withdrawals made to/from your player account, are effected to/from payment options available in Kenya, which belong solely to you and are in your name and that you are not depositing funds originating from any criminal, fraudulent or other unauthorised means or activities.
7.14 You agree that we cannot be held responsible for any delay or non-delivery of communications through the telecommunications networks. You will not purposely prevent or delay the delivery of such communications by disconnecting your device or by any other means in aid of your participation of the Games.
8.1 We can refuse to open an account for any reason.
8.2 We can suspend or close your account for any breach or suspected breach of these Terms or other valid reason. Upon closure of Your Account, the available balance in Your Account will be paid to you in a timely manner and no longer than 5 working days, unless there is a reason for such funds to be withheld.
8.3 Whilst we understand that mistakes and typos happen, if we find the information given at the time of registration to be incorrect, this gives us the right to close Your Account and keep any applicable funds in it. Likewise, if you fail to pass any personal identification verification procedures we will also close your account and withhold any winnings.
8.4 If you try to open any other account, on top of your first account, we will block or close the account. We may also block or close your first account. If we leave your first account open your remaining deposits from any other accounts, if any, will be transferred to your first account. We will deduct a reasonable administrative fee of 10% (minimum KSH 1,000) for every other account opened. We may also deduct further fees under these Terms.
8.6 We do not give credit, outside of bonuses or campaigns as permitted according to law. Any balance on Your Account will not bear interest. We will not be treated as a financial institution.
8.7 If you are found to be using the Service in any way for which it is not intended, to be fun and recreational, we will adjust Your Account to remove any money gained from such activity and the account may be permanently closed.
8.8 We may refuse, terminate or limit any bet or wager for any reason in line with our internal policies and regulation.
8.9 We will declare a bet or stake partially or fully void (and / or close Your Account) if we believe that any of the following apply:
- You, or people associated with you may have directly or indirectly influenced the outcome of an event;
- You, or people associated with you may have access to insider knowledge that can influence the outcome of an event;
- You, or people associated with you are engaged in arbitrage or matched betting;
- You and / or people associated with you directly or indirectly ignore the Terms;
- The result of an event has been directly or indirectly affected by criminal activity;
- A significant change in odds happened, for example due to a public announcement in relation to an event;
- Bets have been offered, placed and/or accepted that we would not have accepted, due to a technical issue affecting the Service at that point in time or a mistake, misprint and/or anything which is outside our control.
8.10 We may close Your Account, cancel and/or refund any of your winnings found in the “Withdrawable” balance (after the deduction of any withdrawal charges), withhold winnings and /or apply debits as required (in relation to damage caused by you) and in line with regulation, withhold a reason or give any notice. If we do this, all valid contractual obligations in place at the time of closure will be honoured.
8.11 If we suspect that you are involved in illegal or fraudulent activities relating to your use of the Service (or a third parties use of the Service) or are in trouble with creditors or are involved in any other behaviour detrimental to the Service, we may freeze or close Your Account and /or cancel stakes.
8.12 All transactions will be monitored and/or reviewed to prevent money laundering according to the relevant Anti-Money Laundering regulations.
8.13 Betsafe reserves the right to request for verifiable personal identifiable information if/when deemed necessary, including physically presenting yourself.
9.1 Making deposits
(a) We accept payments made in KES (Kenyan Shillings) only. Any payments received in a currency other than KES will be converted at the exchange rate we choose. Also, any exchange premiums are payable by you.
(b) The payment methods made available to you, the average processing times and applicable service fees may change at our sole discretion.
(c) We only accept payments through mobile money service providers from accounts which are identical to your mobile phone number. We are unable to credit payments to Your Account from other mobile money accounts.
(d) We do not accept payments below KSH 10 (excluding any charges or other service fees). The minimum payment allowed per deposit may vary for different payment methods.
(e) When making a deposit, you agree to the terms of the payment method used and agree to any charges or service fees that apply on the deposits and withdrawals you make through such payment method, and that the payment method is valid and that the payment account belongs to you and you have the right to use the payment method.
(f) It is unlawful to deposit money which has been obtained illegally.
(g) We do not accept cash directly or cash delivered to any payment solution provider.
When the outcome of a Game you take part in is determined, or when we confirm the result of an event, any winnings will be made available to you on Your Account.
If we mistakenly credit Your Account with winnings that do not belong to you for any reason, these will be taken back from Your Account. If you have withdrawn these winnings before we become aware of this error, you must immediately inform us and will be required to pay this back. If you do not we will take all legal action available to us to recover this debt.
(a) We will process all withdrawals in KES (Kenyan Shillings) only.
(b) You may withdraw the "Withdrawable" balance in Your Account by issuing a valid notice of withdrawal on the Website or via Text (SMS or Telegram). Bonus money and other rewards cannot be withdrawn.
(c) We do not accept requests to withdraw amounts below KSH 20. The minimum amount allowed to be withdrawn per transaction may vary for different payment methods.
(d) You can withdraw up to KSH 150,000 per transaction, and up to KSH 300,000 per day.
(e) If you want to withdraw all your funds, you must first cancel any outstanding stakes and contact support.
(f) You agree that funds in Your Account must only be used for playing the Games we offer. If you request a withdrawal without turning over an amount that is equal or more than the amount deposited we may require you to make a turnover of the full or part of the previous deposit/s made and/or charge a fee on the withdrawal requested. This will be done in line with our internal security processes and procedures. We can reject a withdrawal request if we suspect that funds are being withdrawn for any fraudulent or money laundering reasons.
(g) Prior to accepting a withdrawal we may request that you provide legal identification for example certified copies of passports, ID cards or other such documentation as we feel is required in the circumstances. We may also carry out phone verification, face verification or other such verification as is required to ensure that you are who you say you are.
(h) We only allow withdrawals to mobile money accounts that are identical to the mobile phone number of Your Account. We are unable to transfer money to any other mobile money account on your behalf.
(i) All withdrawals must be done through the same payment method chosen by you when placing a deposit, unless we decide otherwise or are unable to do so. If you deposit using a number of payment methods, we reserve the right to split your withdrawal across such payment methods and process each part through the respective payment method at our discretion and in accordance with anti-money laundering policies and regulation.
(j) We may request that you redirect your withdrawal or cancel it or request that it is redirected to a different method of withdrawal in accordance with anti-money laundering polices and/or regulation.
(k) Cancellation of a withdrawal (whether this was made by you or us) does not entitle you to any compensation should you choose to play with the funds in Your Account before any withdrawal is completed.
(l) The withdrawal methods made available to you, the average processing times and applicable service fees may change at our sole discretion.
If a chargeback on a depositing method you have used is requested by the payment method provider, we may take the following steps:
- We may block Your Account;
- We may take any such action as we are entitled to by law;
- A chargeback notice may be issued and sent to you, using your registration details;
- We will use the same payment method as chosen by you when placing a deposit in order to issue the chargeback;
- If we are unable to confirm your identity and the payment method used in order to credit the account in question, we will send out two reminders and these will be subject to a reasonable administrative fee of KSH 100 each, withdrawn from Your Account funds which are unrelated to the chargeback.
The balance of Your Account may turn negative in cases of chargeback.
10.1 You can close Your Account at any time, by contacting support directly on firstname.lastname@example.org.
10.2 When you close your Account:
- You must first cancel any outstanding offers for stakes that you have made;
- You must contact support and specifically request for the closing of Your Account;
- We will promptly transfer all funds from Your player account (subject to the deduction of relevant withdrawal charges) to the payment options allowed, which belong solely to you and are in your name. Such transfers will be executed in accordance with various laws and regulations applicable in your jurisdiction.
10.3 If you want to recover funds from closed, blocked or excluded accounts, you need to contact support.
10.4 If you are closing Your Account because you have a problem with gambling addiction please refer to our responsible gaming rules.
11.1 An inactive account is an account that has not been accessed or logged in to for an uninterrupted period of 12 months.
11.2 Once Your Account becomes inactive, we will charge a fee of KSH 1,000 per month from your account as an administrative fee until your account real money balance reaches zero, unless you log in to Your Account or withdraw the funds.
11.3 If you log in after we began charging Your Account with the administrative fee we will cease charging your Account with the administrative fee. You may also request a full refund of the administrative fees charged up until then by contacting support. The period of inactivity starts to run again from your last log-in date.
We reserve the right to close inactive accounts with zero real money balance at our own discretion.
12.1 Any Bonus is only available once per person, family, household, telephone number, computer/device and / or IP address.
12.2 Any "welcome" Bonuses are only available to new customers whom open an account and whom have never held an account with Betsafe before, have never received a welcome offer of any kind and who are invited to take part in a welcome offer by virtue of it being specifically offered to them when they register.
12.3 Some bonuses must be manually activated by you in Your Account. Unless stated otherwise you can do this after logging into Your Account and depositing the amount required to access the Bonus. Such Bonuses can only be activated when real money is available in Your Account. If you play with any of your deposited funds prior to claiming the Bonus, lost funds cannot be used to activate the Bonus.
12.4 The bonus amount will be placed into a Bonus Balance and will be kept separate from your Cash Balance. When you claim a Bonus, your real money, the Bonus and all winnings generated from them will remain as Bonus money, subject to restriction and not withdrawable or wagered on other products until wagering requirements are met. Your balance will be available again only when you have met the wagering requirements, that is, when the sum in your Bonus Balance linked to the active bonus will be transferred into your Cash Balance.
12.5 All Bonuses have a wagering requirement that needs to be completed within a given time frame before any potential winnings and/or bonuses can be withdrawn. The Wagering Requirements of a Bonus means the total amount of bets you must stake before the Bonus and any accrued winnings are transferred into your Cash Balance and can be withdrawn. The Wagering Requirements for each Bonus are set out in the specific terms for the Bonus and will be expressed as a multiple of the Bonus amount, or of the Bonus plus the Deposit amount, along with a time limit by which this amount must be played through. Failure to meet the required wagering requirements and/or forfeit of an active Bonus for any reason may result in the forfeit of all winnings attained throughout the wagering process of the Bonus. Any attempt to withdraw any funds or cash out any placed bets prior to the complete fulfilment of the Bonus wagering requirement, may result in the Bonus and any winnings attained being forfeited. System bets do not count towards the wagering requirements. Only bets that have been placed and settled during the campaign period will be considered towards the wagering requirements. Any bets that are placed and settled outside this period will not count.
12.6 Any evidence or reasonable suspicion that specific bets were placed on any Game (i.e. betting in proportions on different outcomes in the same hand to create "action") without risk will not qualify for any wagering requirement. Examples of bets without risk include betting on red and black simultaneously in Roulette, and betting player and banker simultaneously in Baccarat. If you are found to be colluding with other players, for example, one person betting on the player, the other betting on the banker, you will have your bets cancelled, account closed and all deposits made by you may be forfeited.
12.7 Where any Bonus is capable of (for example due to enhanced odds) giving you guaranteed or increased chances of profits irrespective of the outcome; and we have any evidence or reasonable suspicion that you have placed a bet or multiple bets (alone or in a group of players) across any of the websites belonging to Bet High (K) Limited on such a Bonus, then we may withdraw the Bonus and all winnings attained by you during the wagering of the Bonus and we may also close Your account and withhold all funds remaining on Your Account at our absolute discretion.
12.8 If you cancel the Bonus, You will lose the Bonus and all winnings generated from the Bonus. Details on the applicable restrictions can be found in the specific terms of the promotion.
12.9 We have the right to refuse any player a Bonus or we may alter the Bonus (including cancellation), if we believe that:
- the Bonus is being abused (our definition of abuse includes but is not limited to a player making use of promotional offers without ever risking their own funds);
- technical issues have occurred in relation to the Bonus;
- the Bonus is, for any reason, not able to be conducted as planned.
12.10 We offer promotions in good faith to players who use our Service for entertainment purposes. We reserve the right to cancel or remove a player’s access to these games in the case of suspected abuse of this offer and also, should we deem so necessary, terminate the offender’s account with immediate effect. In the case of an offender’s account being closed, we will not be liable to refund any losses made by a player on any games or to refund any balances on the players account. 'Abuse' includes but is not limited to using software and/or opening multiple accounts in order to gain an unfair advantage on a Bonus. In all cases of abuse, we retain the right to withhold all winnings and any balances remaining on Your Account.
Therefore: If we notice that a bonus is being abused and/or the bonus terms are being breached, we may take the following actions against such abusers:
- Revoke and / or cancel any bonuses and bonus winnings that we regard may have been redeemed by misuse of the system; and / or
- Players found to be abusing bonus offers may be barred from receiving further bonuses; and/or
- Abusing player accounts may be terminated.
A list of what may be deemed abuse may include but is not limited to:
- Using more than one account;
- Equal, zero or low margin bets;
- Placing bets in excess of the maximum stake allowed when having an active bonus;
- Wagering bonuses on excluded games;
- Manipulation of software, exploitation of loopholes or other technical forms of abuse or other behaviour which amounts to deliberate cheating;
- Masking IP address or using a VPN.
12.11 All Bonuses are intended for recreational players and/or as tokens of appreciation to our customers and we therefore reserve the right to restrict eligibility to participate in all or part of any Bonus.
12.12 The maximum withdrawal amount allowed from winnings earned from any bonus or free spins/bonus spins offer before a deposit has been made is KSH 10,000.
12.13 Unless stated otherwise on the specific bonus landing pages, all Bonuses in Casino have got a max bet restriction in place of KSH 750 per game round or KSH 60 bet per line and failure to adhere to this max bet rule may result in account closure and forfeit of the Bonus and any winnings attained during the wagering of the Bonus.
12.14 Irregular Play
At any time, we may decide to review all records and play transactions and / or to monitor your use of any Bonus or Bonuses. If Irregular play is suspected, we reserve the right to disqualify you from any free spins/bonus spins promotion or Bonus or other form of promotion and / or withhold all deposits and / or winnings and / or close Your Account. Irregular play is considered bonus abuse and is not permitted on the Site. Irregular play can include (but is not limited to) low margin betting, equal betting, zero risk bets or hedge betting. These are considered Irregular Play when done purposely to exploit bonuses, in addition the following types of play are considered irregular play:
- increasing the balance and then changing Your gaming pattern significantly (bet, game type, bet structure or other pattern of betting) to complete any wagering requirements of any Bonus;
- using any betting system or placing even money bets on any game of chance, and / or
- using the "Double-Up" or gamble feature within a game to increase win values;
- increasing your balance after placing high value bets and thereafter proceeding to place bets of less than half of the prior bet value, in order to meet bonus wagering requirements;
- wagering on Games that do not contribute towards wagering requirements or games with a 0% wagering weight applied to them as specified in the specific bonus landing page terms;
- wagering on games with bonus money to build up value, lose the bonus and then cash out on the built up value with a secondary deposit.
13.1 Gambling can be addictive. If you need some help to overcome such addiction, kindly follow this link which will redirect you to our responsible gaming page on the Website. We provide tools to help you better control your gaming activity.
13.2 Budget Limit
You may choose to budget the net deposits made to Your account on a daily basis. This limit shall take into consideration both the deposits and withdrawals made during the day to determine Your net deposits, where net deposits is calculated as the sum of all deposits made during the day less the sum of all withdrawals made on the same day. This limit will automatically block any further deposits from being made until the next day if the set limit has been exceeded. Any deposits which would result in the limit being exceeded will also be rejected.
If you change your mind, these limits can be changed. Increasing or revoking a limit shall have effect only after 24 hours, whereas decreasing a limit shall have effect immediately.
13.3 Self-Exclusion and Time-Out
13.3.1 You may choose to completely exclude yourself from playing any of the Games for a period of time by opting for a "self-exclusion". To do so you must contact our customer service.
13.3.2 You may also choose to take a "time-out". You may want to take a break from gambling and a 'cooling-off period' can be set for a period of 24 hours, 48 hours or 1 week. Please contact customer service or visit this link when logged in to request a time-out. At the end of any time-out period, your account will automatically be reactivated.
13.3.3 During the self-exclusion or time-out period, you will be able to access Your Account through the Website and withdraw funds, but you will not be able to play the Games, place bets or make deposits to Your Account.
13.3.4 You will not be able to open another account should you opt for self-exclusion. You will also forfeit any entry into any competition or draw which was entered into prior to such self-exclusion as well as forfeiting any non-cash prizes or invitations which have been granted to you or offered to you prior to such self-exclusion but which have not yet been redeemed or utilised by you (for example, where tickets for an event have been offered but the event is to take place during a self-exclusion period, the invitation is automatically withdrawn upon self-exclusion). Lastly, you will not be receiving any marketing campaigns or personal messages from us until your self-exclusion period expires. This is to prevent gambling being promoted to you in a time where you have taken some time to assess your gambling behaviour.
We do everything we can not to have any technical foul ups but this isn’t always possible. We therefore need to tell you the following:
14.1 We, our suppliers and / or licensors are not liable for any downtime, server disruptions, lagging, or any technical or political disturbance to game play. Refunds may be given solely at the discretion of the management;
14.2 We, our suppliers and / or licensors accept no liability for any damages or losses which are deemed or alleged to have arisen out of or in connection with the Service or its content, including and without limitation to:
- Delays or interruptions in operation or transmission;
- Loss or corruption of data;
- Communication or lines failure;
- Any Service or content misuse;
- Any errors or omissions in content;
14.3 In the event of a casino system malfunction all wagers are void;
14.4 If your Game miscarries because of a failure of the system, we shall refund the amount wagered in your Game by crediting it to Your Account or, if Your Account no longer exists, by paying it to you directly, in an approved manner. If you have accrued credit at the time the Game got miscarried, the monetary value of the credit will be paid out to Your Account or, if Your Account no longer exists, it will be paid to you directly, in an approved manner;
14.5 We shall take all reasonable steps to ensure that our computer system enables your participation in a Game. If after you have made a wager game play is interrupted by a failure of the telecommunications system or a failure of your computer system, the Game will resume as at the exact time immediately before the interruption occurred. If however, such resumption is not possible we shall:
- Ensure that the game is terminated;
- Refund the amount of the wager to you by placing it in the Your Account.
15.1 Our aim is to give the best customer experience in the industry, therefore we hope that you should have no complaints. However, if you have any complaints about the Service, please contact the Customer Services department in the first instance by emailing email@example.com or calling +254111040000. If your complaint is not resolved by the support team you can escalate your complaint by emailing firstname.lastname@example.org. We will endeavour to supply a final answer within 10 days of receipt of your communication. Where the nature of the inquiry is such that more time is necessary to complete it, such period may be extended by a further ten days, You shall be informed within the first ten days from the date of receipt of the complaint, should this period need to be extended.
15.2 In order for us to deal with your complaint quickly and efficiently, please provide us with clear information about your identity as well as all relevant details giving rise to the issue. We will use best efforts to promptly resolve a reported matter and reach an amicable settlement.
15.3 Any claim you might have regarding any transaction must be made within six months after the transaction, payment and/or settlement took place/should have taken place; otherwise we will not consider the claim. Once a claim is received, we will review any queried or disputed transactions and let you know the outcome. Our decision on this is final, in simple terms, what we say goes.
16.1 When you contact us, you will not make statements which:
- Are sexually explicit or grossly offensive;
- Use derogatory terms and/or incites hatred;
- Are abusive, defamatory or otherwise harasses, threatens or causes distress or inconvenience to our support agents.
16.2 We record or keep copies of all communications that you have with our support agents.
17.1 We may provide you with a chat facility to talk to other players. When contacting each other, you shall not make statements or transmit content which:
- Are sexually explicit or grossly offensive;
- Uses derogatory terms and/or incites hatred;
- Encourages or facilitates antisocial behaviour;
- Encourages or facilitates any illegal activities;
- Harasses, threatens or causes distress or inconvenience to other players;
- Influences other player’s actions through intimidation or abuse;
- Disrupts the normal flow of dialogue, make statements that are abusive, defamatory, harassing or insulting to users of the Website;
- Advertise, promote or otherwise relate to any other online entities including forums;
- Is about the Website, or any other Internet site(s) connected to the Webite and is untrue and/or malicious and/or damaging to the Website.
17.2 You will not collude in any way through the chat rooms.
17.3 Any suspicious chats will be reported to the Betting Control and Licence Board (BCLB).
17.4 We review all chats and keep a log and record of all statements. Your use of the chat facility should be for recreational and socialising purposes only.
17.5 If you breach any of the provisions relating to the chat facility, we may remove the chat room or immediately close Your Account. If we do, we shall refund any funds which may be in Your Account over and above any amount which may be owed to us (if any).
17.6 We will not be liable if damage arises out of such chat functionality. You agree to compensate us against any damage arising out of your illegal, unlawful or inappropriate conduct or arise out of violation of these chat rules.
You can read our Privacy Statement here. You should be aware that acceptance of the Terms includes full acceptance of the terms of our Privacy Statement. We therefore ask that you read the Privacy Statement carefully.
19.1 You use the Service and participate in the Games at your own risk. The Service and the Games are provided ‘as is’. The only promises we make in relation to the Service are detailed in these Terms. We do not warrant (in simple language, we do not legally promise) that:
- The software or the Website is fit for purpose and free from errors;
- The Website and/or Games will be accessible without interruptions.
19.2 We shall not be liable for anything, this includes any loss, costs, expenses or damages, whether direct, indirect, special, consequential, incidental or otherwise arising in relation to your use of the Service or your participation in the Games.
19.3 You hereby agree to fully indemnify us (in simple language, compensate us for any loss) and directors, employees, partners, and service providers for any cost, expense, loss, damages, claims and liabilities howsoever caused that may arise in relation to your use of the Service or participation in the Games. If you don’t agree to this, you should not use the Service.
20.1 If we suspect that you have breached these Terms, we may refuse to open, suspend or close Your Account. We may also withhold any money in Your Account (including the deposit) and set off any money or damages due to us against the money in Your Account.
20.2 We also have the right to freeze or terminate Your Account or cancel any stakes if:
- We suspect that you are engaged in illegal or fraudulent activities;
- You are having problems with creditors or otherwise which are detrimental to our business.
20.3 Our decision is final.
21.1 As a gaming operator we need to comply with the Prevention of Money Laundering Act and any associated Regulations. We shall check all transactions and report any suspicious transaction to the relevant competent authorities in Kenya (or other such territory as may be relevant to your transactions).
21.2 If you become aware of any suspicious activity relating to any of the Games, you must report this to us immediately by sending an email to the following address: email@example.com.
21.3 We may suspend, block or close Your Account and withhold funds, in accordance with the Prevention of Money Laundering Act.
22.1 We are the sole owner of the trademark 'Betsafe' and the 'Betsafe' logo. Any unauthorised use of the 'Betsafe' trademark and the ’Betsafe’ logo may result in prosecution.
22.2 www.betsafe.co.ke is our uniform resource locator and no unauthorised use may be made of this URL or any other sub-domains of betsafe.co.ke through any media or digital platform without our prior written consent. Links to the Website and any of the pages therein may not be included in any other media without our prior written consent.
22.3 We are the owner or the rightful licensee of the rights to the technology, software and business systems used within the Service.
22.4 The contents and structure of the Website pages are subject to copyright © and database right in the name of Bet High (K) Limited. All rights reserved. The copyright in the Website including all text, graphics, code, files and links belongs to us and the Website may not be reproduced, transmitted or stored in whole or in part without our written consent. Your registration and use of the Website does not confer any rights whatsoever to the intellectual property contained in the Website.
22.5 You agree not to use any automatic or manual device to monitor our web pages or any content therein. Any unauthorised use or reproduction may be prosecuted.
If any provision of these Terms is held to be illegal or unenforceable, such provision shall be severed from these Terms and all other provisions shall remain in force unaffected by such severance.
24.1 The Terms are the entire agreement between us with respect to the Service and, except in the case of fraud, overrule all prior communication and proposals, whether electronic, oral or written, between us.
24.2 A printed version of these Terms and any notice given in electronic form shall be admissible in judicial or administrative proceedings.
We can assign or transfer this agreement. You cannot assign or transfer this agreement.
These Terms are governed by the Laws of Republic of Kenya and the parties agree to be subject to the jurisdiction of the Kenyan courts.
These terms pertain to the promotional offers for free browsing (“Bet Bila Bundles”) and free SMS (“Bet Bila Charges”).
1. Free browsing allows any individual over the age of 18 to access the domain www.betsafe.co.ke free-of-charge.
2. Free SMS allows any individual over the age of 18 to send SMS to the Betsafe shortcode (23333) free-of-charge.
3. The free data browsing offer only applies to any individual who accesses www.betsafe.co.ke using the mobile network operator Safaricom PLC but not the Safaricom Home Fibre option.
4. The offers are not to be used for any commercial purpose whatsoever.
5. On detection or suspicion of abuse, Betsafe reserves the right to block the promotional offers to such offending devices and/or users without any reference to the individual.
6. In case of abuse or suspected abuse, Betsafe may take such action as it deems necessary in the circumstances, including but not limited to suspending an account, restricting withdrawals, and/or blocking an IP address(es).
7. Betsafe may, at its sole discretion, and without notice to any individual discontinue, pause, or otherwise alter the promotional offers.
8. Betsafe does not always guarantee the availability of the promotional offers on all devices and browser versions or its availability.