1.1 Who is SportPesa?

SportPesa is a global gaming brand that is multi-licenced in various countries in Africa and Europe. SP International Limited is incorporated and is based in the Isle of Man. It is fully licensed and is regulated by the Isle of Man Gambling Supervision Commission to operate website www.SportPesa.com.

1.2 What betting products does SportPesa offer?

SportPesa primarily offers online sports betting services that are displayed on our website www.SportPesa.com.

We constantly strive to improve and be innovative with our product offering to bring you the best in online entertainment.

1.3 What are your contact details?

Our registered office is at 1st Floor Jubilee Buildings, Victoria Street, Douglas, Isle of Man IM1 2SH. We may also be contacted via care@sportpesa.com

1.4 Where can I find your full terms and conditions, game rules and privacy policy?

You can find our terms and conditions, game rules and privacy policy on our website footer.

2.1 How do I register an account?

Registering an account with SportPesa is quick and easy. Simply follow the instructions available on our website. Your account is registered with us following a notification received from SportPesa.

2.2 Do I have to pay to register an account?

Registering an account with SportPesa is completely free of charge. You will, however, need to deposit funds into your SportPesa account first in order to place a bet. You must have sufficient funds in your account to place bets.

2.3 How many accounts can I register with SportPesa?

You are allowed to only register and hold one (1) account with SportPesa at all times. If you are discovered to have registered more than one (1) account, SportPesa reserves the right to close all such accounts.

2.4 What information do I need to provide to register an account?

To register an account and in compliance with regulatory requirements, you will be required to provide us with your true and legal full name, date of birth, residential address (including postcode and country), phone number, email address and account username and password.

Personal information that you provide must be complete and truthful, and SportPesa reserves the right to reject your account registration, or to suspend and/or terminate your account and/or forfeit your account balance should you provide us with incomplete or inaccurate personal information.

2.5 Why is my date of birth not acceptable on your registration page?

You must be at least 18 years of age, or over the age of consent or majority in your home jurisdiction (whichever is higher), in order to register an account with SportPesa. Our registration page is designed to prohibit account registration by anyone below 18 years of age.

If you are over 18 years of age, or over the age of consent or majority in your home jurisdiction (whichever is higher), and are having trouble with the date of birth field on our registration page, please contact Customer Services at care@sportpesa.com.

2.6 Why is my country of residence not listed on your registration page?

Due to certain business and/or regulatory reasons, we regret we are unable to accept customs from players who are citizens or residents of some of the countries. Such countries have been removed from our registration page accordingly as we do not allow registration of accounts by persons residing in those countries. Please contact Customer Services at care@sportpesa.com.

2.7 How do I change/update my personal information recorded on my account?

To change/update your personal information recorded on your SportPesa account, please send an email to care@sportpesa.com from your registered email address and include all of the following:

• (a) your SportPesa account username, your registered full name and your date of birth;
• (b) a copy of your identification document showing clearly your photo, full name and address; and
• (c) details of personal information to be changed/updated.

We reserve the right to request further documentation to be provided as we deem necessary (e.g. a marriage certificate for a change of last name).

2.8 How do I change my account password?

To change your account password, please log into your account and navigate to Edit Account Info > Change your password. You will need to enter your current password in order to change to a new password. Alternatively, please contact Customer Services at care@sportpesa.com who will be able to assist. For your account security purposes, your identity will be verified before your request is processed. Your password must contain at least 8 characters including at least 1 upper case, 1 lower case and 1 number.

We regret that you are not allowed to change your SportPesa account username once your account is registered.

2.9 I have forgotten my account password, what should I do?

To retrieve your account password, click the forgot your password button, enter your registered mobile number and PIN and click Get Reset Code. You will receive an SMS with your new reset code.

2.10 I have forgotten my registered email address, what should I do?

Simply log into your account using your account username and password, navigate to your account section where you will find your registered email address information.

If you have problems logging in, please contact Customer Services at care@sportpesa.com for assistance.

2.11 What currencies do you accept?

We currently accept EURO only. Additional currencies will be displayed on our website as soon as they are available.

2.12 Can I view the history of my transactions online?

All your account activities and transactions can be viewed online. Simply log into your SportPesa account and navigate to your account section.

2.13 Why have I been asked to submit identification documents?

As a highly regulated operator and in line with the Isle of Man legislation, we are required, as part of our provision of services, to identify and verify the identity of our players. Accordingly, you may be subject to our Customer Due Diligence and/or Enhanced Due Diligence procedures in order for us to identify you and to verify your identity. This is also commonly known as the ‘Your Know Customer’ or ‘KYC’ procedures.

The circumstances under which you may be asked to submit identification documents include, but are not limited to, the following:

• You need to change or update your personal information recorded on your account
• Personal information recorded on your account appears to be incomplete or inconsistent
• Discrepancy and/or inconsistency of your information and/or transactions
• You have placed a deposit or are attempting to withdraw
• You attempt to claim promotional offers/bonus
• Our routine or random checks

The list above is non-exhaustive and we reserve the right to subject you/your account to our Customer Due Diligence and/or Enhanced Due Diligence procedures as and when we deem necessary in order to comply with the legislative requirements and licence conditions applicable to us.

2.14 What identification documents do I need to supply, and when do I need to supply them?

The identification documents that each player is required to supply to us as part of our due diligence exercise may vary based on the circumstances under which they were requested. Typically, this may include, but are not limited to, a copy of the following:

• national identity card, driving licence or passport as proof of your identity – such document must include front and back, and must be current and valid showing clearly your photo, full name, date of birth and address (if applicable)
• recent utility bill (excluding mobile phone bill), bank/building society/credit card/mortgage statement or local authority tax bill as proof of your address – such document must not be more than three (3) months old and must clearly show your full name and address
• credit/debit card used to deposit and/or withdraw as proof as card/account ownership – such document must include front and back showing clearly your name and signature/account number (whichever is applicable)

Under certain circumstances, you may be asked to provide source of wealth verification documents. This may include, typically, a copy of your salary/pay slip and bank statement showing the corresponding entry of salary into your bank account, and/or investment/asset portfolio issued by a recognised financial institution.

In all events, you will be advised of the types of identification documents required to be supplied to us for verification purposes via an email. All documents must be clear and legible, issued by the relevant authorised body/organisation. We reserve the right to request any other documents and/or information as we deem necessary to comply with the legislative obligations applicable to us.

All requested documents/information must be submitted to us using your email address registered with SportPesa or via post within 72 hours from our request, failing which we reserve the right to withhold your withdrawal, suspend and/or close your account, and/or report you/your account activities to the relevant authorities.

2.15 How should I send the required identification documents to you?

You may send us copies of required identification documents via an email from your registered email address to care@sportpesa.com or via post to our registered office at 1st Floor Jubilee Buildings, Victoria Street, Douglas, Isle of Man IM1 2SH. Posts should be clearly marked ‘Confidential’ and for the attention of KYC Department of SP International Limited. If necessary, we may contact you via your registered telephone details to further facilitate the verification process.

2.16 What if I do not supply the required identification documents?

Failure to submit all required identification documents and/or information, or failure to submit them within the specified timeframe, will result in your withdrawal being withheld (if applicable) and your account being suspended/closed.

We reserve the right to report you/your account activities to the relevant authorities.

2.17 What if I do not have the required identification documents?

Other documents issued by the authorised authorities or government officials may be considered. These will be assessed on a case-by-case basis. Please contact KYC Department at care@sportpesa.com for assistance.

2.18 Would redacted identification documents be acceptable?

Redacted identification documents are acceptable, provided that information required for our verification purposes are still clearly visible on the documents.

Depending on the types of documents, the following information (where applicable) must not be redacted/covered and must be clearly shown on the documents submitted to us for verification purposes:

• Issuing authority (e.g. letterhead and their contact details and logo)
• Date
• Validity period
• Your full name
• Your date of birth
• Your residential address
• Your nationality
• First six (6) and last four (4) digits of your credit/debit card numbers
• Signatories (including yours)
• Account number
• The relevant SportPesa transactions (e.g. deposit)

2.19 Will I be notified if my account/identity verification is successful or unsuccessful?

Yes, you will be notified via your registered email address if your account/identity verification is successful, or if further information and/or document is required.

2.20 Why am I required to submit identification documents again, when they have been submitted in the past?

There are various circumstances under which you may be required to provide us with copies of identification documents which you may have submitted in the past. For instance, when the documents expired and accordingly are no longer current and valid (e.g. expired driving licence or passport), in which case you may be asked to provide us with a copy of the new driving licence or passport.

In addition, you may also be required to provide additional documents when the amount/volume/nature of your transactions vary, or vary significantly, from your past transactions (e.g. use of new debit card to deposit/withdraw).

2.21 Are my personal information and identification documents secure?

We are committed to protecting our players’ personal information, including identification documents submitted to us. Our processing of personal data is in accordance with the Isle of Man data protection legislation. Any other parties processing personal data on our behalf are also legally obliged to observe and comply with the same standards. We are also registered with the Isle of Man Information Commissioner for the processing of personal data.

Please visit our Privacy Policy page for further details.

2.22 What is your policy regarding dormant/unused accounts?

Your account will be categorised as a dormant account if you fail to log in and undertake a transaction at least once in any 12-month period. If your account remains dormant and is not re-activated within 30 days after it was categorised as dormant, a monthly administrative fee of £5 (or equivalent in other currencies) will be applied and set-off against your account balance. Such administrative fee shall continue to be applied (i) until your account is re-activated; (ii) until your account balance reaches less than £5 (or equivalent in other currencies); or (iii) up to three (3) years, whichever occurs first.

You may re-activate your dormant account at any time, prior to it being closed due to dormancy, by logging into your account and undertake a transaction. Your account will be permanently closed should it remain dormant for three (3) years or more, and we reserve the right to set aside funds remaining in your account (if any) for donation to nominated charity(ies) and good causes chosen by us.

With the exception of account re-activation within a 3-year period following dormancy, all other actions taken against your dormant account are irreversible. These include application of all administrative fees, funds set aside for donation, and account closure.

We will attempt to contact you by telephone, e-mail or written letter using the registered details you have provided following your account becoming dormant and prior to the first application of administrative fee on your dormant account.

2.23 My account is now dormant. Can it be re-activated?

Yes, simply log into your account as usual and undertake a transaction in order for your account to be re-activated. You will not be able, however, to re-activate your account if it has been dormant for over three (3) years.

2.24 Why have you charged a monthly administrative fee on my account?

Pursuant to our Terms and Conditions, a monthly administrative fee of £5 (or equivalent in other currencies) will be applied and set-off against your account balance should your account remain dormant and is not re-activated within 30 days after it was categorised as dormant. An account is categorised as dormant when there has been no account login and transactions performed on the account in any 12-month period.

2.25 Can the administrative fee be reversed/refunded?

Pursuant to our Terms and Conditions, all administrative fees applied to your account are regrettably irreversible and non-refundable.

2.26 My account has been closed due to dormancy. Can it be re-opened and all funds remaining in it prior to closure be re-instated?

Pursuant to our Terms and Conditions, closed dormant accounts, (accounts that are dormant for over three (3) years) are regrettably not allowed to be re-opened. Funds remaining in your dormant account which have been set aside for donation before it was closed are regrettably irreversible and non-refundable.

2.27 My account has been closed due to dormancy but I would still like to use your services. What should I do?

Please register a new account using a different email address and account username.

2.28 How can I close my SportPesa account?

Please contact Customer Services at care@sportpesa.com who will be able to assist you with account closure. If email communication is used, you must send it from your email address registered with SportPesa, and include your account username, date of birth, and security question and answer. In all events, your identity will be verified before your request is processed. An email confirming your account closure will be sent to your registered email address. You may close your account at any time.

3.1 What is responsible gaming?

As a responsible operator, we take our social responsibility very seriously and strive to maintain a strong commitment to protecting the young/children and vulnerable people by providing a responsible gambling environment to our players. We recognise that, although gambling should be enjoyed as a recreational activity, it may nevertheless cause a problem for a minority of our players and/or their families.

We aim to prevent compulsive usage and underage access to our games whilst simultaneously providing a friendly and entertaining online gambling experience to our players. As a reputable and responsible gambling operator, the well-being of our players is of utmost importance.

Please visit our Responsible Gaming page for more details, including the player protection tools we offer and the various independent professional organisations that offer advice, support and free counselling for the prevention and treatment of problem gambling.

3.2 I think I may have a gambling problem, what should I do?

We strongly encourage you to consider utilising our player protection tools to help you stay in control, and to seek professional help and advice.

Please visit our Responsible Gaming page where you will find information on player protection tools that we offer to our players. You will also find information on some of the independent professional organisations that offer advice, support and free counselling for the prevention and treatment of problem gambling.

If you have other gambling accounts with other gambling operators, we strongly encourage you to also consider utilising the protection tools offered by those operators on all such accounts for your own protection.

3.3 What player protection does SportPesa offer?

We offer self-exclusion and deposit limit. Please log into your SportPesa account in order to utilise any of these protection tools, or contact Customer Services at care@sportpesa.com for assistance.

3.4 What is self-exclusion and how can I apply it on my account?

Self-exclusion enables you to stop yourself from gambling for either 24 hours, 1 week, 1 month, 3 months, 6 months, 1 year or permanently. For further details on Self Exclusion and how to apply please visit our Responsible Gambling page.

3.5 Do I need to opt out of marketing communication separately when applying self-exclusion on my account?

No, as your account will be automatically opted out of marketing communication and newsletters once self-exclusion is applied on your account. It may, however, take up to two (2) business days from your application for marketing materials to cease.

We will continue to withhold marketing communication following expiration of your self-exclusion, unless you specifically request to receive them when or after your account is re-activated.

3.6 Can I choose to receive marketing materials from you when I am self-excluded?

No, we do not allow any self-excluded players to receive marketing materials throughout the exclusion period to protect our players and to uphold our commitment to responsible gaming.

You may request to receive our marketing materials only following the expiration of your self-exclusion when or after your account is re-activated.

3.7 I have self-excluded but there are still funds remaining in my account, what should I do?

Please contact Customer Services at care@sportpesa.com who will assist to return remaining funds to the same payment card/bank account/e-wallet used to deposit those funds.

3.8 I have self-excluded but there are still bets pending settlement on my account. What will happen to those bets?

Any running bets placed prior to self-exclusion applied will continue to be in place and we will return winnings (if any) as soon as the event is settled and your winning bet is verified successfully.

3.9 I have applied self-exclusion on my account. Does this exclusion automatically apply to all other gambling accounts that I have with other gambling operators?

Self-exclusion applied on your SportPesa account does not currently automatically extend to other gambling accounts that you hold with other gambling operators. We strongly encourage you to consider applying self-exclusion on all other gambling accounts that you own.

3.10 I would like to cancel/remove/lift the self-exclusion applied on my account, what should I do?

If self-exclusion applied on your account had expired, please contact Customer Services at care@sportpesa.com who will assist to remove/lift the exclusion and re-activate your account. Please also confirm at this point if you would like to opt in to receiving our marketing materials and newsletters, so you could take advantage of the various promotions and offers that we run from time to time. A 24-hour cooling-off period will be applied following your request to remove/lift the exclusion before you are able to access your account and resume activities.

If self-exclusion applied on your account is still running and has not expired, you are not allowed under any circumstances to cancel/remove/lift the exclusion and re-activate your account.

If you have applied permanent self-exclusion, your account will be excluded permanently and no re-activation is possible.

3.11 What is deposit limit and how can I apply it on my account?

Deposit limit enables you to set a maximum value on your bet or total bets within Seven (7) days. For further details on deposit limit and how to apply please visit our Responsible Gambling page.

4.1 How do I deposit funds into my account?

You can deposit funds via the deposit section of your account, where you can also select, add and edit payment details.

4.2 When will my Deposit be in my Account?

Funds deposited to your account will usually be available as soon as your bank or other financial institution authorise the amount you choose to deposit and are normally shown as "SportPesa" on your statement.

Funds deposited to your account do not bear interest as they are deposited as an advance payment for intended transaction on the website.

4.3 Which Payment Methods are accepted?

We accept Deposits and Withdrawals to the following payment methods:

• Credit or Debit card issued by Visa in the name of the registered account holder;
• Credit or Debit card issued by MasterCard in the name of the registered account holder;
• Pre-paid card issued by Visa or MasterCard. If you are using Pre-paid card that is anonymous (No Name), please insert your name in the relevant name field;
• Bank Transfer from/to an account held in the name of the registered account holder;
• Skrill account in the name of the registered account holder;
• Neteller account in the name of the registered account holder.

4.4 Can I use Payment Method belonging to a family member with their permission?

You should only deposit funds to your Account with the sole purpose of placing bets in your name and for your own account. Accordingly, when using a Debit Card, Credit Card or Online Payment Service to deposit funds to your Account, the name on the Card or Payment Service must match the name on your Account.

SportPesa reserve the right to suspend or close your account if we have reasonable grounds to believe that you have deposited funds without any intention to place a bet, or use of Cards or Online Payment Service that is in a different name to the registered account holder.

4.5 Are my online transactions secured?

All your online transactions are transmitted using a secure server. SportPesa and its employees will have no access to any of your passwords or CVV2 code.

4.6 What is CVV2 Code?

CVV2 code is a three-digit number providing additional security to confirm that the card number provided is genuine and that the customer has the card in their possession.

It is also known as CSC, CVN, CVC2 and CVVC, and is the last three digits located below the signature strip of the rear of the card.

4.7 How can I view all my Deposit and Withdrawal transactions?

You can view all your account transactions in your Account section of your SportPesa account under the Transactions tab. From there you can sort by transaction type and date range to find the relevant transaction information required.

4.8 Is there a minimum and maximum amount for deposits and withdrawals?

The details for all payment methods are shown in the tables below.

Deposits

Withdrawal

4.9 What is being verified by Visa and Mastercard secure code?

Verified by Visa and MasterCard SecureCode are applicable as an extra security service for online transactions.

Following your initial deposit, if your card issuer is participating and you have not already done so, you will be asked to enrol for Verified by Visa or MasterCard SecureCode. As part of this process you will be prompted to register a password.

This will enable your card issuer to verify every transaction you make and prevent unauthorised use of your card.

Simply follow the online screen instructions provided by your bank to enrol. If you have already enrolled with Verified by Visa or MasterCard SecureCode, all you need to do is enter your secret password whenever prompted to do so.

Verified by Visa and MasterCard SecureCode are only applicable for Deposits.

If you have forgotten your password please contact your card issuer directly for help.

4.10 How can I change my payment method?

To change your deposit method, please use the facility provided on the website or please contact Customer Services via care@sportpesa.com.

If you are no longer able to access deposit methods from your account then please notify us and, subject to having added a replacement deposit method to your account as well as passing a number of our routine security checks (which are likely to entail the supply of additional information and documentation from you so that we may verify that you do indeed no longer have access to that deposit method), we may be able to remove that deposit method from your Account.

4.11 Does SportPesa charge fees for accepting a Payment method?

SportPesa will NOT impose charges on you for any deposits or withdrawals made to your account. However, please be aware that some card companies consider betting transactions as "cash payments" and may enforce a charge on your account.

Similarly, we will not charge you for bank transfers (deposits or withdrawals), but check with your bank as they may charge a transfer fee.

4.12 What is Skrill?

Skrill is an international electronic wallet that you can maintain in your local currency and fund by transferring funds from your bank account, credit/debit card or via alternative payment methods available in your country.

You can deposit and withdraw funds from your SportPesa account using Skrill.

4.13 How do I create a Skrill Account?

To Deposit funds with Skrill You will first need to set up a Skrill account (which is free and simple to create). With your Skrill account, you can add funds to your SportPesa account instantly. The process is quick and simple.

If you do not have a Skrill account:

• Visit www.skrill.com. Or follow the link www.skrill.com from your deposit page to register a Skrill account.
• Click "sign up now for your free Skrill Account"
• Follow the on-screen instructions.

Once you have created your account, log into your Skrill account and choose one of the following options to deposit funds to your Skrill account: Bank Wire, Electronic Funds Transfer, or Debit or Credit Card.

4.14 How do I Deposit by Skrill?

You can deposit money in to your SportPesa account using Skrill by following these steps:

• Select Skrill as the method of deposit.
• Enter the amount you wish to deposit and click on "SEND".
• To complete your transaction, you will be re-directed to the secure Skrill website.
• You will be prompted to log into your Skrill account using the log in details you used to register with. Your Skrill email address must match your SportPesa email address. Once there, you can select one of the options for funding the deposit.
• Once you have selected the deposit method, the site will guide you through the remaining steps to complete the deposit request to SportPesa.
• If approved, the funds will be added to your SportPesa account immediately and you will receive an email notification.

Deposits via this payment method can be made when logged in to your SportPesa account on the Deposit funds section.

4.15 What is Neteller?

Neteller is an international electronic wallet that you can maintain in your local currency and fund by transferring funds from your bank account, credit/debit card or via alternative payment methods available in your country.

You can deposit and withdraw funds from your SportPesa account using Neteller.

4.16 How do I create a Neteller Account?

• To Deposit funds with Neteller You will first need to set up a Neteller account (which is free and simple to create). With your Neteller account, you can add funds to your SportPesa account instantly. The process is quick and simple.
• If you do not have a Neteller account:
• Visit www.Neteller.com. Or follow the link www.Neteller.com from your deposit page to register a Neteller account.
• Click "sign up now for your free Neteller Account".
• Follow the on-screen instructions.
• Once you have created your account, log into your Neteller account and choose one of the following options to deposit funds to your Skrill account: Bank Wire, Electronic funds Transfer, or debit or Credit Card.

Customers who have an existing Skrill and Neteller account can move funds between the E-Wallet accounts and fund their SportPesa account.

4.17 How do I Deposit by Neteller?

You can deposit money in to your SportPesa account using Neteller by following these steps:

• Select Neteller as the method of deposit.
• Enter the amount you wish to deposit and click on "SEND".
• To complete your transaction, you will be re-directed to the secure Neteller website.
• You will be prompted to log into your Neteller account using the log in details you used to register with. Your Neteller email address must match your SportPesa email address. Once there, you can select one of the options for funding the deposit.
• Once you have selected the deposit method, the site will guide you through the remaining steps to complete the deposit request to SportPesa.
• If approved, the funds will be added to your SportPesa account immediately and you will receive an email notification.

Deposits via this payment method can be made when logged in to your SportPesa account on the Deposit funds section.

4.18 How do I Deposit by Card?

By selecting this payment method, and have not previously deposited by card, you will be required to submit some or all the following details:

• Name of Cardholder
• Card Number
• Start Date
• Expiry Date
• Issue number
• CVV2 Code Number

If you have already deposited by card, and selected "Save Details", you will be shown the type of Card and last 4 digits of the card number. You can choose to select this card or to add another.

If choosing to deposit using previously saved card details you will be required to enter the card's CVV2 number as a method of identity verification.

4.19 How do I Deposit by Bank Transfer?

By selecting this payment method, and have not previously deposited by Bank Transfer, you will be given details of the Bank Account to which the transfer must be made and a Reference Number.

The remainder of the process should be completed using your own online banking account during which you must quote the corresponding Reference Number.

5.1 What are 'Net Deposits'?

We have various security and anti-money laundering checks in place to ensure your money is kept safe.

When using more than one payment method, you must withdraw at least the same amount deposited back to each method used.

The Net Deposit figure is the difference between the Total Deposits and Total Withdrawals made using that payment method.

For example, if you have made a deposit of 20.00 from your Mastercard and 30.00 from your Skrill account and have yet to withdraw, your Net Deposits are 20.00 for your Mastercard and 30.00 for your Skrill account.

If you have a winning bet and you now have 100.00 available for withdrawal, you will need to pay the 20.00 back to your Mastercard and the 30.00 back to your Skrill account, once both of these Net Deposit figures are returned to 0.00 then the remaining 50.00 can be withdrawn to the withdrawal method of your choice.

You can see your current Net Deposit values in the following places:

• Account Details page -> Financial Details section -> Payment methods.
• Request Withdrawal page.

For further clarification or assistance with Net Deposit functionality, please contact our customer service team at care@sportpesa.com and we will be happy to help.

5.2. How do I make a Withdrawal?

Withdrawals can be made from the your account section.

Subject to our Terms, funds deposited or credited to your account will remain in your Account unless you submit an online withdrawal request for the same (which request must not exceed the balance you are permitted to withdrawal from your account at the time of such request) to be transferred to the method which you used to deposit funds to your Account.

Where this is not possible, SportPesa reserve the right to request additional information and documentation from you as stated in of our Terms and Conditions, so that we may carry out routine security checks and authorise any alternative withdrawal method requested.

5.3 How long will my withdrawal take?

Withdrawals to Credit/Debit card typically take 2-5 working days to reach your bank account but can, on occasions, take longer depending on your bank. Withdrawals via Bank Transfer can take up to 10 working days to reach your bank account.

Withdrawal requests will only be considered after a customer’s identity has been fully verified. On occasion, we may require you to supply a copy of the relevant card with the card holders name and the last 4 digits only visible. All other information should be blanked out before sending the copy to us otherwise the copy will be destroyed and you will be required to send another compliant copy.

5.4 Can I withdraw funds back to a Card that I have not Deposited from?

You would need to deposit from the card first to withdraw monies back to it. Please note that you may be subject to additional security checks when making this withdrawal.

5.5 How can I withdraw to Card?

By selecting this payment method, the details of the card(s) you have used to make deposits, including the last 4 digits of the card number, will be visible for you to select.

5.6 How can I withdraw by bank transfer?

By selecting "Withdraw to Bank Transfer", and have previously used this payment method to deposit then the account details will be available for you to select.

If you have not previously deposited by this payment method you will first be required to supply the following information:

• Name of Account Holder
• Bank Name
• Address of Bank including Country and Postal Code
• IBAN Number
• BIC/Swift Number

Once these details have been received you will then be able to withdraw to this account.

As part of the confirmation process you will be required to enter your SportPesa account login password.

When the request has been processed you will receive an email confirmation with your transaction details.

5.7 How do I withdraw with Skrill?

Withdraws to Skrill are available providing you have previously made a deposit to your SportPesa account using Skrill.

To complete a withdrawal request to Skrill, simply follow these steps:

• Logon on to your SportPesa account and click on “My account” tab.
• Click on the withdrawal tab.
• Skrill will appear within the "Immediately Available Withdrawal Options" section if you have made a previous deposit. Click on the "Select" button.
• Your Skrill account details will already be stored. Confirm the details are correct and enter the withdrawal amount, before clicking "continue".
• You will then be asked to confirm your withdrawal details, click on “confirm withdrawal” to complete your withdrawal request.
• Your withdrawal request will then be sent for processing within 24 hours and the funds will be credited to your Skrill account immediately once the withdrawal has been processed.
• Once the funds are available in your Skrill account, you can withdrawal the desired amount back to your credit/debit card or bank account using the Skrill website site.
• Please note that Skrill withdrawals may be subject to additional security checks which could result in your withdrawal being held up for up to 24 hours.

If you have deposited via Skrill we will pay back any permitted withdrawable balance back into your Skrill account.

Please note that all payments from and to your credit card are made by Skrill, therefore all such queries should initially be directed at them.

5.8 How do I withdraw with Neteller?

Withdrawals to Neteller are available providing you have previously made a deposit to your SportPesa account using Neteller.

To complete a withdrawal request to Neteller, simply follow these steps:

• Logon on to your SportPesa account and click on “Withdraw” option.
• Neteller will appear in this section if you have made a previous deposit. Click on the "Select" button.
• Your Neteller account details will already be stored. Confirm the details are correct and enter the withdrawal amount, before clicking "continue".
• You will then be asked to confirm your withdrawal details, click on “confirm withdrawal” to complete your withdrawal request.
• Your withdrawal request will then be sent for processing within 24 hours and the funds will be credited to your Neteller account immediately once the withdrawal has been processed.
• Once the funds are available in your Neteller account, you can withdrawal the desired amount back to your credit/debit card or bank account using the Neteller website site.
• Please note that Neteller withdrawals may be subject to additional security checks which could result in your withdrawal being held up for up to 24 hours.

Please note that all payments from and to your credit card are made by Neteller, therefore all such queries should initially be directed at them.

5.9 Why are some withdrawal methods not available to me?

Due to card scheme rules and Anti-Money Laundering Regulations and prevention of card fraud, wherever possible, withdrawals will be paid back to the same depositing method, or at least to the same level of the deposit amount.

This obligation must be fulfilled before any alternative withdrawal methods are considered. Where this is not possible, SportPesa reserve the right to request additional information and documentation before authorising any alternative withdrawal method.

5.10 What do I do if my registered card has expired?

When navigating to the Withdrawals section you will be prompted to register a new card. Any withdrawals to that card will be subject to our Terms. You may be asked for additional information and documentation before we authorise any alternative withdrawal method

5.11 What do I do if the card registered on my account is lost?

In Such instances, you are advised to contact your card issuer and inform them immediately. The lost card will be cancelled to prevent any misuse and a replacement card will be issued. The replacement card can be registered on your account.

Any pending withdrawable funds will be processed back to the previously registered card where possible.

If you have any queries or if you incur difficulties whilst trying to place a bet please contact customer service at care@sportpesa.com.

We do hope you that you have a great experience while using SportPesa platform, however if you are unhappy with our service, please contact customer support at first instance care@sportpesa.com. We will acknowledge and respond to your issue within 24 hours.

If you are unhappy with first line customer support, your complaint, dispute or query will be passed on to the senior customer service managers for further investigation. In this final stage, we will aim to resolve the matter within 5 days.

In the unlikely event that you are still unhappy with our service, you may contact the Isle of Man Gambling Supervision Commission (GSC) who will independently investigate and resolve your matter. To access the commission’s complaints form, please click here . SportPesa will abide by the GSC’s ruling in all circumstances.

We will endeavour to resolve all matters in a fair and timely manner.

If you have any queries or incur difficulties when using our platform please contact customer service at care@sportpesa.com.