Vivabet Kenya support

M-Pesa withdrawals are processed within 1–24 hours after the request is submitted. Most are completed within 2 hours during business hours. The first withdrawal from a new account requires KYC verification to be completed — this one-time check can take up to 48 hours if documents need manual review. Subsequent withdrawals after KYC is approved process at the standard 1–24 hour speed.

The minimum withdrawal via M-Pesa is Ksh 100. There is no maximum single withdrawal limit for standard accounts, though very large withdrawals may trigger an additional verification check before processing. Withdrawal fees are zero for M-Pesa — the amount requested is the amount received.

If your withdrawal has been pending beyond 24 hours, contact live chat with your username and the withdrawal request reference number from your transaction history. Common reasons for delays include pending KYC documents, a security review triggered by unusual activity, or a bank processing delay on the payment provider side. The support team can check the status and escalate if needed.

First, try the Forgot Password link on the login page — a reset SMS is sent to your registered phone number. If you no longer have access to that number, contact support via email at support@vivabet.co.ke with proof of identity (national ID or passport) and your registered email address. The team will verify ownership and assist with recovery. Do not create a second account — operating multiple accounts is against the terms and may result in a permanent ban.

KYC requires a government-issued photo ID — Kenyan national ID card or passport — and proof of address dated within the last three months, such as a utility bill or bank statement. Documents must be clear, fully visible, and unedited. Upload via the Verify Account section in your account settings, or email scans to support@vivabet.co.ke. KYC is mandatory before the first withdrawal is processed.

Phone number changes require identity verification. Contact support via live chat or email, provide your current registered phone number, and submit a copy of your national ID. The team will process the change after confirming ownership. This process exists to protect your account from unauthorised changes.

The welcome bonus is only credited if the bonus opt-in box was checked during registration before the first deposit was made. If you deposited without opting in, the bonus cannot be added retroactively. If you did opt in and the bonus was not credited, contact live chat within 48 hours of the deposit with your username and deposit reference — the team can verify the opt-in status and investigate.

Wagering progress is visible in the Bonuses section of your account. Log in, go to My Bonuses, and select the active bonus — a progress bar shows how much of the wagering requirement has been completed and how much remains. The section also shows the bonus expiry date and the remaining valid time.

Yes. You can forfeit an active bonus from the My Bonuses section — select the bonus and tap Forfeit. This removes the bonus balance and any associated winnings immediately. Forfeiting a bonus is irreversible. If the forfeit option is not visible, contact support via live chat.

If your connection drops during a casino game round, the round outcome is still determined by the server — not your device. Reconnect and open the game again. The result of the interrupted round will be visible in your transaction history. If the round shows as unresolved or a stake was deducted without a result being recorded, contact live chat with the game name, the approximate time of the disconnection, and your account username. Game providers maintain server-side logs for all rounds.

First, clear your browser cache and cookies — in Chrome on Android, go to Settings → Privacy → Clear browsing data. Make sure your browser is up to date. The site requires a stable internet connection — if you are on Safaricom data, check that your bundle is active. If using the Android APK, uninstall and re-download the latest version from vivabet-kenya.com/app.html. If the issue persists, contact support with your phone model, browser or app version, and a screenshot of the error.

If your stake was deducted but the bet is not showing in My Bets, wait 2–3 minutes and refresh the page — there is occasionally a short sync delay. If the bet still does not appear, check your transaction history for the stake deduction. Contact live chat with the match name, selection, stake amount, and the time you placed the bet. The team can look up the bet on the server side and confirm its status.