Fury as Bettors Demand Probe Into Betika Over Alleged Unpaid Winnings

A powerful consumer lobby group has intensified pressure on gaming regulators to launch an immediate investigation into Betika, one of Kenya’s largest betting platforms, over mounting allegations that the firm is systematically withholding winning bets from customers.

The Kenya Consumer Rights Alliance has formally petitioned the Betting Control and Licensing Board to probe what it describes as “disturbing patterns of conduct” by the gaming giant, including the suspicious freezing of accounts immediately after customers land substantial wins.

The explosive allegations, detailed in a petition submitted to the BCLB last week, paint a damning picture of a company allegedly exploiting loopholes to deny bettors their rightful winnings, particularly when payouts run into hundreds of thousands or millions of shillings.

In sworn affidavits seen by The Star, at least 47 complainants from Nairobi, Kisumu, Nakuru and Mombasa describe strikingly similar experiences where their accounts were flagged and subsequently frozen within hours of placing successful high-value bets. Several claimants say they have been locked out of their accounts for weeks, with some reporting losses exceeding Sh2 million in unpaid winnings.

Peter Mwangi, a 34-year-old mechanic from Thika, told Kenya Insights he won Sh876,000 on a multi-bet in late December but has yet to see a single shilling. “They congratulated me when I won. The money reflected in my account. Then two hours later, everything was frozen. When I called customer care, they kept telling me my account was under review. It has been three weeks now and nobody is giving me answers,” Mwangi said, his voice heavy with frustration.

His story mirrors dozens of others that have flooded social media platforms and online betting forums in recent weeks, sparking a firestorm of public anger and accusations of institutionalized theft. On X, formerly Twitter, the hashtag #BetikaPayUs has been trending intermittently, with users sharing screenshots of frozen accounts, unanswered emails and what they describe as evasive responses from the company’s support team.

Jane Wambui, a university student who says she won Sh340,000 on a virtual game, claims her repeated attempts to reach Betika’s management have been met with silence. “I have sent over 20 emails. I have called their hotline more than 50 times. Every time they promise someone will get back to me, but nobody does. How can a company treat its customers like this?” she asked.

The Kenya Consumer Rights Alliance, which has taken up the matter on behalf of affected bettors, argues that the pattern of account freezes and delayed payouts suggests possible systematic manipulation designed to deny customers legitimate winnings. “We are not dealing with isolated cases here. We are seeing a deliberate strategy to frustrate winners, especially those who have won significant amounts,” said Samuel Odhiambo, the alliance’s executive director.

Odhiambo told Kenya Insights that the organization has compiled over 200 complaints spanning the last four months alone, representing more than Sh50 million in disputed winnings. “These are not trivial amounts. For many of these people, these winnings represent life-changing money. Some had plans to pay school fees, start businesses or settle medical bills. Now they are stuck in limbo with no clarity on when or if they will ever see their money,” he said.

The lobby group is demanding that the BCLB conduct an urgent forensic audit of Betika’s payout systems, customer verification processes and internal controls. It is also calling for the establishment of a compensation fund for affected bettors and the imposition of punitive sanctions if the allegations are proven.

Industry analysts say the controversy could not have come at a worse time for Betika, which has invested heavily in marketing and brand positioning to dominate Kenya’s lucrative betting sector. The firm, which claims millions of active users, has faced sporadic complaints in the past but nothing approaching the current scale and intensity of public anger.

Confidence in the platform appears to be eroding rapidly. Several punters interviewed by Kenya Insights said they have already migrated to competing platforms, citing fears that their winnings could be arbitrarily withheld. “I had been with Betika for three years. I even recruited friends to join. But after seeing what is happening to people, I cashed out everything and moved to another site. I cannot take that risk,” said Martin Omondi, a frequent bettor from Kisumu.

Data from betting industry tracking platforms suggest that Betika has experienced a measurable dip in transaction volumes over the past two weeks, although company officials have not commented on whether this is linked to the controversy.

Legal experts say the allegations, if substantiated, could expose Betika to significant liabilities under consumer protection laws and gaming regulations. Advocate Grace Njeri, a specialist in commercial litigation, noted that betting firms are legally obligated to pay out winnings within stipulated timelines unless there is credible evidence of fraud or breach of terms. “The burden of proof is on the company to show why it is withholding funds. Simply freezing accounts without clear justification or communication violates basic principles of fair dealing,” she said.

Some affected bettors are now threatening legal action.

A group of 23 complainants has reportedly engaged a Nairobi law firm to explore options for a class action lawsuit against the company. “We have given them enough time to resolve this amicably. Now we are prepared to go to court,” said one member of the group who requested anonymity.

The Betting Control and Licensing Board, the government agency responsible for regulating gaming operators, has confirmed receiving the petition from the Kenya Consumer Rights Alliance but has not indicated whether it will launch a formal investigation. BCLB chairman Cyrus Maina said the board takes all consumer complaints seriously and will review the matter in accordance with its mandate. “We are aware of the concerns being raised. We will assess the information presented to us and determine the appropriate course of action,” Maina said in a brief statement.

However, consumer advocates are pushing for immediate action, warning that delays could further erode public trust in Kenya’s betting industry, which has already been dogged by concerns over gambling addiction, money laundering and inadequate player protections. “This is a test for our regulators. If they fail to act decisively, it sends a message that betting companies can get away with anything,” Odhiambo said.

Betika has remained conspicuously silent throughout the controversy. Multiple attempts by Kenya Insights to reach the company’s management for comment were unsuccessful. Calls to the firm’s publicly listed contacts went unanswered, and emails sent to the company’s media office had not been responded to by the time of going to press.

The silence has only fueled speculation and intensified criticism from customers and advocacy groups who argue that a company of Betika’s stature has an obligation to address serious public allegations promptly and transparently.

As the standoff continues, the spotlight is now firmly on the BCLB and other oversight bodies to determine whether the allegations hold water and, if so, what consequences Betika will face. For the hundreds of bettors still waiting for their winnings, the coming weeks could prove decisive in their quest for justice and accountability.​​​​​​​​​​​​​​​​