Customer Support at Shabiki Kenya
Our support team operates around the clock to assist Kenyan players with account issues, payment concerns, betting questions, and technical difficulties. Multiple contact channels ensure you can reach us through your preferred method—whether via live chat for immediate assistance, phone support for detailed discussions, or email for non-urgent matters requiring documentation.
Contact Methods
Live Chat Support
Instant messaging with support representatives through the website or mobile app. Average response time under 2 minutes during standard hours, slightly longer during peak betting periods.
Availability: 24 hours daily
Best for: Urgent issues, quick questions, deposit problems
Phone Support
Direct voice communication with trained support staff who speak English and Swahili. Ideal for complex account issues requiring detailed explanation or verification.
Number: +254 703 163 163
Availability: 24 hours daily
Best for: Account verification, withdrawal disputes, technical issues
Email Support
Written communication allowing attachment of screenshots, transaction receipts, or identity documents. Responses typically provided within 4 hours, though complex inquiries may require up to 24 hours.
Address: support@shabiki-kenya.com
Response time: 4-24 hours
Best for: Document submissions, detailed complaints, bonus inquiries
WhatsApp Support
Convenient messaging through WhatsApp for Kenyan players who prefer mobile-first communication. Share screenshots and receive step-by-step guidance directly on your phone.
Availability: 8:00 AM - 11:00 PM EAT
Best for: Mobile users, app troubleshooting, M-Pesa issues
Technical Support
Website or app not loading properly? Try these troubleshooting steps before contacting support:
- Clear browser cache and cookies, then restart your browser
- Update your mobile app to the latest version from the downloads page
- Check your internet connection stability and switch between WiFi and mobile data
- Disable VPN services which may interfere with geolocation verification
- Try accessing from a different device to isolate device-specific issues
If problems persist after these steps, contact technical support with details about your device type, operating system version, browser (for web users), and a description of the error messages or unexpected behavior.
Response Time Expectations
We prioritize urgent issues affecting deposits, withdrawals, and account access. General inquiries and bonus questions receive attention based on queue order. Expected response times by channel and issue type:
- Live Chat - Urgent issues: 1-3 minutes average
- Live Chat - General inquiries: 3-8 minutes average
- Phone Support - All issues: Immediate connection during low traffic, up to 5-minute wait during peak hours
- Email Support - Urgent financial issues: 2-4 hours
- Email Support - General questions: 6-12 hours
- WhatsApp Support - Active hours: 5-15 minutes
Peak support hours occur during major sporting events (FKF Premier League matches, EPL fixtures, Champions League nights) and weekend evenings when betting activity surges. Consider contacting during off-peak morning hours for faster service on non-urgent matters.