A concerning complaint against the well-known wagering and gaming company Betika has raised concerns among online gamblers and gaming devotees after a customer reported losing a significant amount of money due to a system outage on the Aviator platform.
The affected consumer reports that on December 5, 2025, their Betika account was debited Ksh 62,206.26, notwithstanding the absence of any legitimate gameplay.
Aviator, a digital game in which participants wager on the duration of an aircraft icon’s flight prior to collapsing, experienced a period of technical delay.
Nevertheless, transactions persisted to be reflected on the customer’s account, leaving them both surprised and disappointed.
According to the complaint submitted to Nyakundi, the consumer promptly reached out to Betika’s support team. A representative named Alloyce was reportedly responsible for guiding the consumer through a manual evaluation of their betting history.
Alloyce reportedly acknowledged that the deduction was an error and assured the customer that a refund would be issued by 6 p.m. on the same day. However, that promise was never fulfilled.
Two days later, on December 7, the customer made a follow-up contact and spoke with a different representative, Lilian Njeri, who subsequently escalated the matter to her team leader, Victor.
Victor assured the customer that the refund would be processed by 4 p.m. and committed to making a follow-up call if the funds were not reflected by then. Despite these assurances, the refund was never issued, nor did Victor make the anticipated follow-up call.
The ordeal persisted on December 8 when a representative named Eugene submitted a service complaint, numbered 7964330, which was designated as the official channel for resolving the issue. However, the issue persisted without resolution.
Additional efforts to resolve the issue involved connecting the customer with Edward, who verified that the same amount of Ksh 62,206.26 was deducted after a manual review of the wagers.
Edward subsequently assured that a colleague named Jane would reach out to the customer to verify and facilitate the payment prior to midnight. That message was never received.
At the time the customer reported the issue to popular blogger Cyprian Nyakundi, they had not received a refund, had not been contacted by phone, and had not received any response to their communications, leaving them feeling neglected and frustrated despite multiple internal affirmations from various Betika staff that the deduction was an accidental one.
The customer is currently appealing to the Betting Control and Licensing Board to intervene and mandate Betika to reimburse the incorrectly deducted funds.
This incident has generated concern among bettors and underscores the potential dangers associated with online wagering platforms in the event of technical failures. It also raises concerns regarding the effectiveness of Betika’s customer service and dispute resolution processes.
