How to change the phone number on a betting account in Kenya
The law does not set a single procedure, so you follow the operator's own process, which in practice means re-verifying who you are. The Gambling Control Act, 2025 requires registered players and accurate account records, and regulation 85 requires identity checks. Keep the old line active until the change is confirmed.
What the rules say about changing a number
No provision in the Gambling Control Act, 2025 or the operations regulations describes a "change of phone number" procedure. What the rules do set is the frame around it. A person may take part only if registered and holding an account (Act s.72(1)), and the operator must keep accurate records of player accounts (Ops Regs r.91(1)(c)) and customer information (r.92(1)(j)).
So the process is the operator's own, set out in the terms and conditions it submits to the regulator for approval. Those terms must cover "registration and player accounts" (r.4(2)(d)), which is where to look first. The wider identity framework is explained in the guide on proof of age and identity checks.
Why the number matters more than it looks
The phone number is often the contact point, the login name and the payout destination at once. Under the Third Schedule, small-tier prizes of up to KES 500,000 are paid "automatically to the player's registered mobile money wallet or online gambling account". A wrong or outdated number can therefore send messages, and in some set-ups money, to the wrong place.
That is why a change is treated as a security event, not a form field. The risks around a line you no longer control are covered in the guide on protecting an account from SIM swap.
Before you ask for the change
- Keep the old SIM active and in your possession until the operator confirms the update in writing or in your account.
- Check that your new number is registered in your own name with your mobile network, because the operator may compare it with the name on file.
- Gather the identity document you used at registration, and the name and date of birth exactly as they were entered.
- Withdraw or note any balance, and keep recent transaction messages from the wallet.
- Find the operator's customer care route in its terms or in the logged-in account. Section 68(8) of the Act requires an online operator to maintain a customer care centre within Kenya.
Steps to follow
- Log in through the operator's own domain or app
Use the address you already know, not a link in a message. If you are unsure whether a site or app is genuine, compare it with the regulator's register as explained in the guide on fake betting apps and copied sites.
- Look for the account details or security settings
Some operators allow a change after a code is sent to the old number. Others route it through customer care. Both are the operator's choice, not a legal requirement.
- Make a written request if there is no self-service option
State your name as registered, the old number, the new number and the date. Do not include a password, PIN or one-time code.
- Expect to be verified again
Regulation 85(2) requires verification against reliable, independent and electronically verifiable data sources, and r.85(4) includes official identification documents. A request to confirm your ID is consistent with that, but the request should arrive through the operator's own channel.
- Confirm the result and test it
Ask for written confirmation of the new number and the date it took effect. Then check that a login code or notification reaches the new line before you close the old one.
What to prepare and why
| Item | Why it may be asked for | Basis in the rules |
|---|---|---|
| Identity document used at registration | To match the person asking with the registered player | Ops Regs r.85(4): verification includes official identification documents |
| Registered name and date of birth | To match records the operator already holds | Act s.72(3): proof of age of majority before registration |
| Old number or account reference | To locate the account | Ops Regs r.91(1)(c): accurate records of player accounts |
| Written confirmation of the change | To keep an evidence trail if a message or payout goes astray | Not required by the rules; good practice |
| Wallet details on the new line | Prizes in the small tier go to the registered wallet or the gambling account | Ops Regs Third Schedule, small-tier prizes |
False details and borrowed numbers
The account must describe the person who uses it. Section 72(5) says that where a licensee becomes aware that false information was provided during registration, it shall immediately cancel the registration. Do not give a number belonging to someone else, and do not move an account to a relative's line to get around a verification step.
An operator that cannot match a new number to the verified person may refuse the change. That is the system working as the regulations intend, not an error.
If the old number is lost, stolen or reassigned
Contact your mobile network first so the line cannot be used to receive codes. Then tell the operator at once, because a registered number controlled by someone else is a takeover risk. The steps after a suspected takeover are in the guide on what to do if a betting account is hacked.
Be wary of messages that offer to "update your number" through a link. The guide on recognising betting phishing SMS lists the usual patterns.
If the operator will not correct your details
Write again, quote your earlier message and ask for the reasons in writing. Personal data about you that is out of date is a data matter as well as an account matter, and the glossary of personal data terms explains the vocabulary.
If the operator still does not act, a data subject can complain to the Office of the Data Protection Commissioner. Its page says the form is filed online, that supporting documents should be annexed, and that anyone acting for someone else must provide authorisation. If you would rather close the account and ask for data to be erased, see the guide on deleting a betting account and personal data.
Gambling is addictive. Play responsibly, and only if you are 18 or over. Support and the GRA toll-free line are on the responsible gambling page.
Questions and answers
Is there a legal deadline for an operator to change my number?
The Gambling Control Act, 2025 and the operations regulations read for this guide set no deadline for a change of phone number. Check the operator's approved terms and conditions for its own timeline and quote it if it is missed.
Can I just register a new account with my new number instead?
That is a different thing from a change. Section 72(1) of the Act ties participation to being registered and holding an account, and a second registration still needs identity and age checks under regulation 85. The old account keeps its balance and records until it is dealt with.
Why might the operator ask for my ID again?
Regulation 85(1) requires a mandatory identity check, and regulation 85(4) says verification includes official identification documents. A phone number is how many accounts are contacted and paid, so a change is a sensible moment for the operator to confirm it is really you.
What if my old number was recycled or the SIM was lost?
Treat it as a security matter first. Contact your mobile network to secure the line, then tell the operator that the registered number may be in someone else's hands and ask for the account to be protected.
Where do I complain if the operator will not correct my details?
A data subject can file a complaint with the Office of the Data Protection Commissioner through its online form and annex supporting documents. The ODPC page cites section 56 of the Data Protection Act as the basis for that form.
Sources
- Gambling Control Act, 2025 (No. 14 of 2025), ss.68(8), 72, accessed 2026-10-11
- Gambling Control (Conduct of Gambling Operations) Regulations, 2026, rr.4, 85, 91, 92 and Third Schedule, accessed 2026-10-11
- Office of the Data Protection Commissioner: file a complaint, accessed 2026-10-11