Terms and Conditions | JetBet Kenya

JETBET TERMS AND CONDITIONS

Last updated: 15 September 2026
Applies to: JetBet Kenya

Please read these Terms and Conditions carefully before registering, depositing, placing a bet, or participating in a promotion.

By accepting these Terms and using JetBet, you agree to the conditions governing your account and use of our services. If you disagree, do not register or place further bets. Your existing payment entitlements and previously accepted bets remain subject to the terms applicable when those transactions occurred.

About These Terms

These Terms govern your access to JetBet’s website, mobile services, betting account, sports betting, virtual sports, casino games, crash games, and promotions, where offered.

Throughout this page:

• “JetBet,” “we,” “us,” and “our” mean the licensed operator identified in the operator information published on the official platform.
• “You,” “your,” “customer,” and “player” mean the individual account holder.
• “Cash balance” means deposited funds and withdrawable cash winnings.
• “Bonus balance” means promotional value subject to separately disclosed conditions.
• “Available balance” excludes money committed to unsettled bets or pending withdrawals.

Unless a product expressly states otherwise, account amounts are shown in Kenya shillings (KES), and operational dates and deadlines use East Africa Time (UTC+3).

Additional Rules

These Terms should be read together with the applicable:

• Sports betting and market rules.
• Casino, virtual sports, and crash game instructions.
• Deposit and withdrawal rules.
• Individual promotion conditions.
• Privacy Policy.
• Responsible gambling information.

A clearly disclosed rule for a particular product governs that product where it differs from a general rule. Additional conditions must be available before participation. Mandatory law takes priority over every contractual provision.

1. Eligibility

1.1 Minimum Age

You must be 18 years or older to register or gamble on JetBet. Parental or guardian permission does not allow anyone under 18 to participate.

You must also:

• Have legal capacity to enter into this agreement.
• Be legally permitted to gamble from your location.
• Participate for yourself.
• Use funds you are lawfully entitled to spend.
• Provide accurate registration and verification information.

1.2 Restricted Participation

You must not use JetBet while subject to an applicable gambling exclusion, legal prohibition, or account restriction.

You must not conceal your location, provide another person’s identity, or use technical methods to bypass eligibility requirements.

JetBet may restrict access from particular countries or territories where required by law, licence conditions, or its service arrangements.

1.3 Eligibility Verification

Your identity, age, and location must be verified before account activation and wagering deposits.

JetBet may require further checks where information is inconsistent, your payment destination changes, or an identifiable account risk arises.

If eligibility cannot be established, JetBet may prevent registration or restrict the account during review.

Where a customer is underage or otherwise legally ineligible, deposits, stakes, and purported winnings will be handled according to applicable law and regulatory directions. This does not give JetBet an unrestricted right to retain those funds.

2. Account Registration and Security

2.1 One Account per Customer

Each customer may hold one JetBet account only.

Register using:

• Your own legal name.
• Your personal mobile number.
• Accurate identity and contact information.
• A payment account belonging to you.

Do not create another account to claim additional bonuses, avoid restrictions, or replace an account that has been suspended or closed.

If you cannot access your existing account, contact customer support.

2.2 Keeping Your Details Accurate

Tell JetBet promptly when your name, mobile number, or other material registration information changes.

JetBet may verify the change before allowing account recovery or withdrawals. Replacing your SIM card does not remove identity verification requirements.

2.3 Protecting Your Account

Keep your passwords, account PINs, verification codes, and payment credentials confidential.

You must:

• Secure the devices used to access JetBet.
• Log out when using a shared device.
• Prevent other people from operating your account.
• Report suspected account compromise promptly.

You must not sell, lend, transfer, or share your account.

JetBet personnel will not require your mobile money PIN to provide assistance or pay winnings.

2.4 Unauthorised Activity

You are responsible for bets and instructions you authorise.

If you suspect unauthorised access, contact JetBet immediately through its official support channels so that protective restrictions and an investigation can begin.

The use of valid login credentials is evidence to consider. It does not automatically make you responsible for activity caused by JetBet’s own security failure.

2.5 Duplicate or Inaccurate Accounts

JetBet may investigate accounts containing false information or reasonably linked to duplication, impersonation, or misuse.

A shared device or internet connection may justify enquiries but does not, by itself, establish wrongdoing.

Any restriction, correction, or closure will follow the review procedures in Section 11.

3. Deposits

3.1 Approved Payment Methods

Use only the payment methods and official payment instructions displayed on JetBet.

Before authorising payment, confirm:

• The official recipient or payment destination.
• Your account details.
• The amount.
• Any applicable charge or statutory deduction.

Do not deposit through an employee’s personal number, an unofficial intermediary, or another person’s payment account.

3.2 Deposit Confirmation

Deposits become available after JetBet receives successful payment confirmation and completes applicable checks.

A payment request, pending mobile money prompt, or screenshot does not prove that funds have reached your betting account.

Where a transaction is disputed, JetBet will reconcile the payment record against the account ledger.

3.3 Missing or Delayed Deposits

If money is deducted but does not appear in your account, contact support with:

• Your player ID.
• The deposit amount.
• The transaction reference.
• The transaction date and approximate time.

Do not disclose your payment PIN.

JetBet will investigate with the payment provider and arrange a credit or refund once the transaction status is established.

Check the status of your first payment before attempting another deposit.

3.4 Network and Provider Delays

Deposits may be affected by network interruptions, payment provider delays, maintenance, or technical faults.

JetBet will take reasonable steps to resolve problems within its control and communicate known delays.

An interruption does not remove your entitlement to funds successfully received by JetBet.

3.5 Charges and Taxes

Applicable statutory deductions and payment provider charges will be identified through the payment flow or published payment rules.

Tax rates may change by law. The legally applicable rate at the relevant time will apply.

JetBet will not introduce an undisclosed administrative charge after accepting a transaction.

3.6 Reversals and Incorrect Credits

If a deposit is reversed, duplicated, or credited incorrectly, JetBet may correct the corresponding account entry after checking the evidence.

We will explain the adjustment unless disclosure is legally restricted. Disputed reversals may be reviewed through the complaints process.

Your JetBet account must not be used as a money transfer service or to disguise the source of funds.

4. Withdrawals

4.1 Withdrawal Destination

Ordinary mobile money withdrawals are paid to the verified Safaricom number registered to your JetBet account.

Where the law or applicable prize tier requires another payment method, JetBet will arrange payment to a verified account in your own name.

A request to pay someone else does not authorise JetBet to transfer your funds to that person.

4.2 Available Funds

You may request withdrawal of available cash funds, subject to lawful verification, payment limits, and unresolved transaction checks.

Money committed to an unsettled bet becomes available only after settlement, where an amount is payable.

Pending withdrawals will be reserved to prevent the same funds from being spent twice.

4.3 Verification Requirements

JetBet may request information reasonably required to verify a withdrawal, including:

• Identification documents.
• Proof that the payment destination belongs to you.
• Information about relevant transactions.
• Proportionate evidence of the source of funds.

Requests should relate to the check being performed.

Where additional information is needed, JetBet will explain what you must provide and communicate the progress of the review, except where the law restricts disclosure.

4.4 Processing and Payment Deadlines

Prize payments follow the applicable statutory payment tier and deadline.

JetBet will identify the applicable processing period when communicating a payment review. Lawful checks do not permit indefinite withholding, and statutory remedies for late payment remain available.

4.5 Temporary Withdrawal Holds

A withdrawal may be held where:

• Required verification is incomplete.
• There is a documented reason to suspect fraud or an unauthorised payment.
• A binding legal restriction applies.

Suspicion may justify investigation. It does not automatically justify permanent forfeiture.

JetBet will release funds when the relevant issue is resolved and no other lawful restriction remains.

4.6 Bonus Related Restrictions

Unmet bonus conditions may restrict the bonus and associated promotional winnings where the offer clearly provides for this.

They do not automatically prevent withdrawal of unrelated cash funds.

If cancelling a bonus affects your withdrawal, JetBet will explain the consequences before you confirm cancellation.

4.7 Failed Withdrawals

If a withdrawal fails because of a provider limit or an unavailable payment account, JetBet will reconcile the transaction before restoring the amount or arranging another lawful payment method.

You must not split or redirect transactions to evade verification.

5. Betting Rules

5.1 Check Your Bet

Before submitting a bet, confirm:

• The event.
• The market.
• Your selection.
• The stake.
• The odds.
• The possible return.

5.2 Bet Acceptance

A bet is accepted only when JetBet’s system confirms acceptance and records it in your betting history.

A submission request, loading screen, or account deduction requiring reconciliation does not alone establish that a valid bet exists.

JetBet may decline or limit a proposed bet before acceptance.

If the status is unclear, check your history or contact support before placing the same bet again.

5.3 Odds Changes

Odds may change before acceptance.

Where odds change during submission, the acceptance settings you selected govern whether updated odds may be accepted.

The final confirmation must identify the terms on which your bet was accepted.

5.4 Cancelling or Editing Bets

Once accepted, a bet cannot ordinarily be edited or cancelled by the customer.

A change of mind or selection error is not a basis for cancellation.

JetBet may correct, cancel, or void an accepted bet only under a disclosed rule consistent with applicable law, including the circumstances described in Section 7.

5.5 Cash Out

Where cash out is offered:

• Availability and quoted amounts may change before acceptance.
• An offer may be withdrawn before acceptance.
• A request takes effect only after system confirmation.
• An accepted full cash out settles the bet for the confirmed amount.
• A partial cash out affects only the portion confirmed.

A future cash out opportunity is not guaranteed.

5.6 Live Betting

Live scores, clocks, streams, and statistics may be delayed and are provided for information.

Settlement depends on the applicable market rules and verified outcome.

Suspended markets will not accept new bets until reopened. The existence of a delay does not, by itself, justify cancelling an otherwise valid bet.

5.7 Casino, Virtual Sports, and Crash Games

Each game follows its displayed instructions and settlement rules.

Before playing, review the stake, winning conditions, payout calculation, and any automatic cash out settings.

Return to player information describes an estimated long term game characteristic. It does not promise a return during an individual session.

6. Results and Settlement

6.1 Official Results

JetBet settles bets using the official result of the relevant organiser or governing body, or the result source identified in the product rules.

The market definition determines what constitutes a winning selection.

Where sources conflict or an outcome requires confirmation, JetBet may pause settlement while checking the evidence and explaining the delay.

6.2 Football Settlement

Unless the market expressly states otherwise, football bets cover:

• The scheduled 90 minutes.
• Referee added time.

Extra time and penalty shootouts are excluded.

Markets such as “To Qualify” or “Winner Including Extra Time” follow their specific descriptions.

Other sports and games follow their published rules.

6.3 Abandoned, Cancelled, or Postponed Events

The relevant sport or competition rule determines whether a bet remains open for a disclosed rescheduling period or becomes void.

A market whose result was already conclusively determined may stand.

Where no continuation period is published, an unresolved market on a cancelled or abandoned event will be voided.

6.4 Changes to an Event

Changes to the venue, participants, format, or event length will be assessed under the rules for that market.

JetBet will identify the rule relied upon where a material change affects settlement.

A later replay or disciplinary decision affects an earlier settlement only where the disclosed product rule or applicable law requires it.

6.5 Settlement Corrections

JetBet may correct a demonstrable settlement error after reviewing:

• The confirmed result.
• The accepted bet details.
• The relevant settlement rule.

Any adjustment will identify the affected bet and amount, with an explanation available to the customer.

Incorrect underpayments and overpayments will both be addressed. Customers may challenge the records or decision through the complaints process.

7. Void Bets and Technical Errors

7.1 Grounds for Voiding a Bet

JetBet may void an affected bet where:

• A documented technical failure prevents a reliable, valid transaction.
• A market was offered on materially incorrect terms.
• An event falls within the applicable cancellation rule.
• Verified integrity concerns establish that a lawful outcome cannot be relied upon.

The decision must be consistent with the rule disclosed when the bet was accepted and with applicable law.

7.2 Incorrect Odds

An incorrect price must be supported by evidence of a genuine error.

The following are not sufficient grounds to cancel a valid bet:

• An ordinary movement in odds.
• A large potential payout.
• The fact that a customer is winning.

A suspicion of manipulation may justify holding settlement during an investigation. The final decision must have an evidential and lawful basis.

7.3 Cash Funded Single Bets

If a cash funded single bet is declared void, the stake is returned to your cash balance.

7.4 Accumulators

For an ordinary accumulator, a void selection is treated at decimal odds of 1.00, and the remaining selections continue.

A different treatment applies only where a different product rule was clearly disclosed.

If every selection is void, the cash stake is returned.

7.5 Promotional Stakes

For free bets and other promotional stakes, reinstatement, expiry, and any cash entitlement follow the offer terms.

A promotional stake does not automatically become withdrawable cash.

JetBet will identify the applicable treatment when explaining the adjustment.

7.6 Failed or Rejected Submissions

A submission that was never accepted is not an accepted losing bet.

Any related debit will be reconciled and reversed where no valid wager exists.

You must report visible faults and must not deliberately exploit an error or continue using a known malfunction.

8. Limits

8.1 Applicable Limits

JetBet may apply:

• Minimum and maximum stakes.
• Maximum returns.
• Deposit and withdrawal limits.
• Product participation limits.
• Account activity restrictions.

Relevant limits must be disclosed before the affected transaction.

A maximum return should specify whether it includes the stake and whether it applies per bet, event, day, or promotion.

8.2 Changes to Limits

JetBet may review risk limits for future betting activity.

A newly introduced limit will not retrospectively reduce the return on an already accepted valid bet.

8.3 Payment Provider Limits

Where an amount exceeds a payment provider’s transfer limit, JetBet may arrange compliant staged payments.

This will not reduce the lawful amount payable or be used to avoid a statutory deadline.

8.4 Circumventing Limits

You must not use multiple accounts, coordinated bets, or payment splitting to evade a valid limit.

Personal responsible gambling restrictions are separate from commercial risk limits and may be stricter.

A commercial account limit does not itself justify retaining your available cash funds.

9. Bonuses and Promotions

9.1 Optional Participation

Participation in a promotion is optional.

Each offer will state the conditions that apply, including:

• Eligibility.
• Qualifying actions.
• Reward value.
• Eligible products.
• Expiry.
• Wagering requirements, if any.
• Withdrawal restrictions.

Restrictions involving households, devices, or payment methods apply only where clearly disclosed and lawful.

9.2 Wagering Requirements

A wagering requirement specifies the eligible betting required before restricted promotional value becomes withdrawable.

The offer must explain whether the calculation applies to:

• The bonus amount.
• The deposit amount.
• Both the deposit and bonus.

Where relevant, it must also identify eligible markets or games, contribution percentages, minimum odds, maximum qualifying stakes, and maximum conversion or payout.

Illustration: A KES 100 bonus requiring five times the bonus amount in eligible turnover would require KES 500 of qualifying stakes. This is an explanation only, not a current JetBet offer.

The actual promotion controls its calculation and must not rely on an unexplained multiplier.

9.3 Different Types of Rewards

Free bets, free spins, crash game rewards, deposit bonuses, and wagering bonuses may work differently.

Each offer must explain:

• Whether the promotional stake is returned with winnings.
• How and where the reward may be used.
• Any minimum cash out requirement.
• What happens when the reward expires.
• How a void bet affects the reward.

A reward for one product cannot automatically be used on another.

9.4 Withdrawals and Bonus Cancellation

Bonus funds cannot be sold or transferred.

Review the consequences before withdrawing, cancelling a bonus, or closing your account.

Cash already earned without an applicable restriction does not become bonus money simply because another bonus is active.

9.5 Promotion Misuse

JetBet may investigate:

• Fabricated eligibility.
• Duplicate reward claims.
• Coordinated abuse.
• Manipulated gameplay.
• Deliberate exploitation of a documented promotion error.

A favourable result or legitimate use of a published offer is not, by itself, abuse.

Any cancellation will identify the relevant condition and affected reward, subject to lawful confidentiality requirements.

9.6 Changes to Promotions

JetBet may amend or withdraw promotions for future participation, subject to required approvals and notice.

Customers who have already qualified retain the benefit of the terms applicable to their participation unless a lawful correction or established breach justifies a different outcome.

10. Responsible Gambling

10.1 Understand the Risk

Gambling involves the risk of losing money.

Treat it as paid entertainment. It is not employment, an investment, or a solution to financial problems.

We encourage you to:

• Set a budget you can afford to lose.
• Avoid borrowing to gamble.
• Take regular breaks.
• Avoid chasing losses.
• Stop and seek support if gambling affects your finances or wellbeing.

Previous results do not guarantee future outcomes.

10.2 Account Controls

JetBet will provide deposit, loss, expenditure, and session controls, reminders, and access to exclusion tools.

Customer support can explain how the available controls work.

Restrictions will not be removed simply to enable an immediate bet or deposit.

10.3 Self Exclusion

You may request exclusion through the platform or customer support.

JetBet will explain the scope of your request and any steps required for the national exclusion process.

National register restrictions govern reopening. Deposits made in breach of exclusion must be refunded within seven days, and resulting winnings are handled as prescribed by law.

Do not open another account or use another person’s account during exclusion.

10.4 Closing an Account Because of Gambling Harm

If you want to close your account because of gambling related harm, tell support so that the correct protective restriction can be applied.

An ordinary account closure request may have a different scope from an exclusion request.

10.5 Protective Restrictions and Support

JetBet may contact customers or restrict gambling where account activity indicates potential harm.

Where appropriate, support will provide information about independent assistance.

Protective restrictions will be handled respectfully and separately from fraud investigations. Seeking help does not, by itself, forfeit an existing lawful cash entitlement.

11. Prohibited Activities and Enforcement

11.1 Prohibited Conduct

You must not:

• Impersonate another person.
• Submit forged documents.
• Create or control duplicate accounts.
• Bet on behalf of someone else.
• Launder money or make unauthorised payments.
• Collude to manipulate events or outcomes.
• Use prohibited inside information.
• Offer bribes.
• Bet on an event where your participation creates a legal or sporting integrity prohibition.

11.2 Misuse of the Platform

You must not use unauthorised bots, automated betting tools, malicious software, or attacks against the service.

Attempts to bypass identity checks, exclusions, geographic controls, payment safeguards, or published account restrictions are prohibited.

Threatening, harassing, or abusing staff or other customers is also prohibited.

11.3 Investigations

JetBet may restrict deposits, betting, withdrawals, or access while investigating a documented concern.

Where lawful, we will:

• Explain the reason.
• Identify information required.
• Allow you to respond.
• Review the scope of the restriction as the investigation progresses.

JetBet will avoid withholding unrelated funds without a proper basis.

11.4 Possible Account Action

Where a breach is established, JetBet may:

• Correct affected transactions.
• Cancel affected promotional value.
• Void affected bets where lawful.
• Close the account.
• Provide information to competent authorities where required or otherwise lawfully permitted.

An allegation does not give JetBet an unrestricted right to confiscate the entire account balance.

11.5 Challenging a Decision

You may challenge an enforcement decision through the complaints process.

JetBet may limit an explanation where disclosure would breach a legal duty, compromise another person’s privacy, or improperly reveal protected investigative information.

12. Intellectual Property

JetBet’s branding, website design, software, text, graphics, and other platform materials belong to JetBet or the relevant rights holder.

Access gives you limited permission to use those materials for personal participation in the services. It does not transfer ownership or grant commercial reproduction rights.

Unless permission or applicable law allows it, you must not:

• Copy or distribute protected materials.
• Resell or commercially exploit platform content.
• Alter protected materials.
• Scrape platform content.
• Remove copyright notices.
• Falsely imply endorsement or affiliation.

These restrictions do not prevent you from retaining your own transaction records, collecting evidence for a complaint, or exercising a legal right.

13. Service Availability

13.1 Interruptions

JetBet aims to provide a reliable service but cannot guarantee continuous access.

Availability may be affected by maintenance, upgrades, telecommunications failures, provider interruptions, or events outside reasonable control.

Where practicable, planned maintenance and material known interruptions will be communicated through the platform.

13.2 Disconnections During Play

A connection loss does not automatically cancel an accepted bet.

Game interruptions will be resolved using reliable transaction records and the applicable game rules. Depending on those rules, this may involve resuming play, settlement, or a refund.

If an outcome cannot be reliably established, JetBet will investigate rather than assume that the customer lost.

13.3 Continuing Obligations

JetBet will take reasonable steps to restore affected services and correct its errors.

A service suspension does not remove the obligation to reconcile balances, honour valid settled winnings, or provide a route for payment complaints.

Third party content and external links may have separate terms.

14. Limitation of Liability

14.1 Betting Losses

You accept the ordinary financial risk of lawful gambling.

JetBet does not guarantee that:

• A bet will win.
• A strategy will be profitable.
• Information or forecasts will predict an outcome.

Losses arising from correctly accepted and settled bets are the customer’s responsibility.

14.2 Technical and Third Party Issues

To the extent permitted by law, JetBet is not responsible for losses caused solely by your device, internet connection, unauthorised disclosure of credentials, or a third party failure it could not reasonably prevent.

This does not excuse JetBet from exercising reasonable care when selecting providers, operating its systems, or resolving faults within its control.

14.3 Rights That Remain Protected

Nothing in these Terms excludes liability for fraud, deliberate misconduct, or any duty or remedy that cannot lawfully be excluded.

These Terms do not remove your entitlement to:

• A valid account balance.
• Correctly settled winnings.
• A required refund.
• Mandatory consumer rights.
• Mandatory data protection rights.

14.4 Claims and Compensation

Compensation claims will be assessed according to the circumstances, evidence, and applicable law.

JetBet will not automatically charge you for its general business losses or legal costs merely because your account was investigated.

Report problems promptly and take reasonable steps to avoid additional loss where practical.

15. Changes to These Terms

15.1 Approval and Notice

Changes requiring regulatory approval will take effect only after that approval.

JetBet will publish the revised version and effective date and provide reasonable notice of material changes through an appropriate account or platform communication.

15.2 Material Changes

The notice will explain significant changes affecting eligibility, payments, bonuses, dispute handling, or account use.

Where fresh agreement is legally required, JetBet will obtain it before the changed terms apply.

Urgent changes required by law or an immediate security issue may take effect sooner, with an explanation provided as soon as reasonably possible.

15.3 Existing Bets and Earned Promotions

Changes ordinarily apply to future use.

They will not retrospectively remove rights under an accepted bet or a promotion already earned.

JetBet will retain a record of the applicable terms for dispute review.

15.4 If You Disagree

Continued use after adequate notice may indicate acceptance where legally valid.

If you disagree with updated Terms, stop placing new bets and request account closure and withdrawal of available lawful funds.

16. Governing Law and General Provisions

16.1 Kenyan Law

These Terms and the services offered to customers in Kenya are governed by Kenyan law, including the Gambling Control Act, 2025, applicable regulations, and mandatory consumer and data protection requirements.

Nothing in these Terms authorises services outside the operator’s licence or displaces a binding regulatory direction.

16.2 Unenforceable Provisions

If a provision is unlawful or unenforceable, it will apply only to the extent permitted or be removed where appropriate.

The remaining provisions will continue where they can operate fairly and lawfully.

16.3 Enforcement and Waiver

A failure to enforce a provision on one occasion does not permanently waive it.

16.4 Transfers

You may not transfer your account or contractual rights to another person without a lawful basis and JetBet’s agreement.

Any transfer of JetBet’s operations remains subject to required approvals and protection of customer rights.

16.5 Customer Support Resolutions

A customer support statement cannot override a mandatory rule.

A specific authorised resolution may settle an individual complaint.

16.6 Access to Legal Remedies

Customers retain access to the competent Kenyan regulator, tribunal, or court, as applicable.

These Terms do not impose compulsory private arbitration, prevent lawful regulatory complaints, or waive remedies preserved by law.

17. Privacy and Communications

17.1 Information We Process

JetBet processes account, identity, contact, transaction, device, and support information to:

• Provide its services.
• Secure accounts.
• Prevent misuse.
• Meet legal obligations.

The Privacy Policy explains lawful bases, recipients, retention, international transfers, and how to contact the responsible privacy function.

Collection and retention must be limited to legitimate purposes.

17.2 Your Data Rights

Subject to applicable conditions, you may:

• Access your personal information.
• Correct inaccurate information.
• Object to processing.
• Request deletion.
• Withdraw consent.
• Exercise other statutory data protection rights.

Some records must be retained for legal or dispute purposes.

You may raise a complaint with the Office of the Data Protection Commissioner.

17.3 Marketing Preferences

Accepting these Terms is not blanket consent to optional marketing.

You may opt out of promotional communications while continuing to receive necessary account, transaction, security, and legal notices.

17.4 Winner Privacy and Support Records

Public use of your identity as a winner requires the appropriate permission or legal basis.

JetBet will explain any recording of support communications and the purpose for which those records are used.

18. Customer Support, Complaints, and Account Closure

18.1 Contacting Support

Use the customer support channels published on the official JetBet platform.

When raising an issue, provide:

• Your player ID.
• A clear description of the problem.
• Relevant bet or payment details.
• The date and approximate time.
• Supporting screenshots or transaction records, where available.
• The resolution you are seeking.

Do not disclose passwords, mobile money PINs, or full security codes.

18.2 Reviewing Your Complaint

JetBet will record your complaint, acknowledge receipt, and provide a way to follow its progress.

The review will consider the applicable terms, transaction history, game or event records, and your evidence.

JetBet will communicate the outcome, explain any account adjustment, and identify the route for further review.

18.3 Escalating a Complaint

Unresolved complaints are referred to the Gambling Regulatory Authority after 72 hours, or on your written request for escalation.

Mandatory reporting duties also apply.

You may use the Authority’s published contact channels to follow up an escalation.

Privacy complaints may be taken to the Office of the Data Protection Commissioner. Other disputes may be pursued through the legally competent body or court.

18.4 Fair Treatment

Raising a complaint will not itself justify cancelling a valid bet or closing your account in retaliation.

Any separate restriction must have an independent lawful basis.

18.5 Closing Your Account

You may ask customer support to close your account.

JetBet will verify the request, explain the treatment of open bets and active promotions, and arrange payment of available lawful funds, subject to necessary checks.

Closure does not cancel a previously accepted bet unless the relevant rule provides otherwise.

18.6 Closure by JetBet

JetBet may close an account for an established breach, a legal requirement, or a legitimate decision to stop providing a service.

Where appropriate, we will provide notice and instructions for claiming the remaining balance.

Restrictions associated with gambling harm will follow Section 10.

Account closure does not extinguish:

• An unresolved complaint.
• A valid payment obligation.
• A statutory record retention duty.

Need Assistance?

Contact JetBet Customer Support through the official channels displayed on the platform for help with your account, payments, bet settlement, promotions, complaints, or responsible gambling controls.

18+ only. Gambling can be addictive. Please play responsibly.