By The Bongobongo customer care number is published on the operator's contact and responsible gaming pages, alongside an email address, WhatsApp, Facebook and Telegram; use the number as listed on the operator's contact page rather than one from a forum or SMS. Below we explain which channel suits which problem, what to include in your first message, and how scammers impersonate Bongobongo support.
Official channels Bongobongo lists
| Channel | Best for |
|---|---|
| Phone line | Urgent payment issues where you want an answer quickly |
| Disputes, account closure, anything you want in writing | |
| Quick questions and sending screenshots | |
| Facebook and Telegram | General questions and announcements; avoid posting personal details publicly |
The operator also publishes a physical office at Kaka House in Westlands, Nairobi, which is useful for formal letters. Phone numbers, the email address and social handles are all on the official contact page.
Write a support message that gets solved first time
- Start with your registered phone number.
- Say what happened in one sentence: "Deposit of KES 500 not credited" or "Withdrawal pending since 10:15".
- Add the evidence: M-Pesa confirmation code, bet ID, game name or a screenshot.
- Say what you want: credit, refund, explanation or account closure.
Never include your password, M-Pesa PIN or a one-time code.
Problems you can often fix without support
- Deposit not showing: refresh, log out and back in. The deposit help page describes the M-Pesa prompt and paybill routes; see our Bongobongo paybill guide.
- Withdrawal slow: the operator says most withdrawals are instant and large ones can take a few minutes longer. Check your history before you call.
- Login trouble: use the official password reset; do not open a second account.
- App errors: reinstall the latest APK from the official site, as shown in our Bongobongo app guide.
Fake Bongobongo customer care
Fake agents look for people complaining online. They reply in comments or send an SMS from a normal mobile number, claim to be Bongobongo support, and ask for a "verification fee" or your PIN to release a payment. Some create Facebook pages with the logo. Protect yourself:
- Bongobongo support does not need your PIN or a fee to process a withdrawal.
- Start the conversation yourself through a channel on the official site.
- Check that a social page is the one linked from the official site, not a copy.
- Report scam numbers to Safaricom through its official fraud reporting channels.
Responsible gaming requests
Customer care also handles limits, time-outs and self-exclusion. If you want a break, say so clearly and ask for written confirmation. Kenya's new rules under the Gambling Control Act, 2025 provide for self-exclusion, and operators must respect it. Betting is for adults 18+ only; our responsible gambling page lists further help.
Escalating a complaint
If support cannot fix a payment problem, ask for a reference number and escalate by email, keeping copies of everything. A licensed operator's unresolved complaints can then go to the gambling regulator. For more about the operator, read our Bongobongo review.
Open the official Bongobongo site
Frequently asked questions
Does Bongobongo have WhatsApp support?
Yes. WhatsApp is one of the channels listed on the official site, along with phone, email, Facebook and Telegram.
Where is the Bongobongo office in Kenya?
The operator lists an office at Kaka House in Westlands, Nairobi.
Will Bongobongo support ask for my M-Pesa PIN?
No. Anyone asking for your PIN, password or a one-time code is not genuine support.
How do I close my Bongobongo account?
Contact support through an official channel, ask for closure or self-exclusion and request written confirmation.
