A fresh complaint against popular betting firm Betika has raised concern among online gamblers after a customer reported that a large sum of money was wrongly deducted from their account during a system downtime.
The issue revolves around the virtual game Aviator, a game where players place bets based on how long a plane icon flies before crashing.
According to the affected customer, the problem occurred on December 5, 2025, when the Aviator platform experienced downtime, yet transactions were still reflected on their account.
The customer says that during the downtime, their Betika account was debited Ksh 62,206.26 without valid gameplay taking place. What followed, according to the complaint sent to Nyakundi, has been days of frustration, unanswered promises, and lack of clear communication from the company.
Despite making repeated calls and following all instructions given by Betika’s customer care team, the customer says the money has never been refunded and several cashouts linked to the same incident were never credited to their wallet.
In the message shared with Nyakundi, the customer explains that they first contacted Betika on the same day the issue happened. A customer service representative identified as Alloyce guided them through a manual review of the bet history.
After checking the records together, Alloyce reportedly confirmed that the deduction was an error and assured the customer that the money would be refunded by 6 pm that day.
That promise, however, was not fulfilled.
Two days later, on December 7, the customer contacted Betika again and spoke to another representative, Lilian Njeri, who escalated the matter to her team leader, Victor.
Victor later called the customer and assured them that the refund would be processed by 4 pm on the same day.
He also promised to call back with further guidance if the money did not reflect. According to the customer, neither the refund nor the promised follow-up call ever happened.
The situation continued on December 8, when another representative named Eugine opened a service ticket, number 7964330, which was said to be the official channel for resolving the issue.
The customer was told that the ticket would lead to settlement of the deducted amount. Still, nothing changed.
A further follow-up call connected the customer to Edward, who again went through a manual tabulation of the bets. The figure remained the same, Ksh 62,206.26. Edward then promised that a colleague named Jane would call to confirm and process the payment before midnight. That call never came.
At the time of reporting the matter to Nyakundi, the customer says they had received no refund, no calls, and no responses to their messages.
The experience has left them feeling ignored and frustrated, despite clear internal confirmations by multiple Betika staff that the deduction was an error.
The customer is now appealing to the Betting Control and Licensing Board to intervene and compel Betika to refund the wrongly deducted funds.
The case has once again sparked debate about accountability, customer service, and player protection within Kenya’s fast-growing online betting industry, especially when technical failures occur and customers are left bearing the cost.
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