How to get a statement of your betting account transactions

The Kenyan gambling rules checked here require a licensed operator to keep accurate records of financial transactions and player accounts, but they set no format or deadline for a player's statement. Look in the account first, then ask customer care in writing, then use a data access request.

By WebTech Kenya Editorial (prepared with AI tools under our editorial policy) · Last updated 2026-11-02

What the rules say about statements

A licensed online operator must keep accurate records of financial transactions and player accounts (Conduct of Gambling Operations Regulations, 2026, r.91(1)). How those records are produced is covered in the guide on how operators record deposits and withdrawals.

The texts checked for this guide do not say that a player may demand a statement, and they set no format, fee or reply deadline. They do show that statements are expected: the licensing form for gambling software authorisation (Form 12, section D1) asks the applicant to describe "Access to Transaction History & Activity Statements" among the player protection features. Treat a statement as something the platform is meant to provide, not as a right with a fixed procedure.

Where a statement usually sits

Start with the places you control. The table lists the routes in the order that costs least effort, and what each one gives you.

Step 1: check the account first

Log in through the operator's official site or app, never through a link sent by SMS or chat. Look for the transaction history and note whether it lists deposits and withdrawals separately from bets. Take a dated screenshot of what you see, or save any download, before you ask for anything else.

If the history is short or cannot be exported, that is useful to know. It tells you what to ask for in the next step.

Step 2: ask customer care in writing

Every licensee must set up a customer care centre, whose purpose includes handling any matter arising from its gambling activities and resolving complaints before they are reported to the Authority (r.9). Use the contact route in your account or in the operator's terms.

1. Give your full name, registered phone number and username, and no password, PIN or code.
2. Name the period, for example "from the date I registered to today", and the items: deposits, withdrawals, bets and settlements.
3. Ask for a file you can open, such as a PDF or spreadsheet, and ask whether any fee applies.
4. Send it in writing, keep a copy, and note the date and any reference number.

The same regulations require an approved internal dispute resolution mechanism (r.103). If the statement shows something you dispute, say which line and ask which procedure applies.

Step 3: use a data access request if needed

If customer care does not supply a statement, a request for your personal data is a separate route. The Office of the Data Protection Commissioner (ODPC) lists the right of a data subject to access personal data held by a controller or processor. The steps are in the guide on how to request a copy of your data from a betting company.

The operator's gambling control system must include data protection measures under the Data Protection Act (Gambling Control Act, s.68(2)(h)). Transaction history that identifies you is personal data, so name it as a category in the request.

Check the statement against your own records

Compare the operator statement with the confirmation messages and the mobile-money statement you hold. Match each line by date, amount and transaction code. The guide on how to read an M-PESA confirmation before a betting deposit explains what each part of the message means.

Illustrative example: your wallet shows deposits of KES 500, KES 1,000 and KES 200 in a week, a total of 500 + 1,000 + 200 = KES 1,700. The operator statement credits KES 500 and KES 1,000, a total of KES 1,500. The difference is 1,700 - 1,500 = KES 200, so you ask about that one payment by its date and transaction code, as described in the guide on a deposit deducted but not credited.

If the operator will not supply it

Send one written reminder that quotes your first message. If there is still no proper reply, the unresolved matter can go to the Gambling Regulatory Authority: the customer care centre exists to refer unresolved matters to the Authority (r.9(2)(e)), and the GRA toll-free line is 0800-723-770. A complaint about misuse of your personal data goes to the ODPC, which accepts complaints from data subjects, or from someone with their authorisation, with supporting documents attached.

The records you can ask about depend on what the operator still holds, and the texts checked name no retention period. The guide on how long transaction records must be kept sets out what is and is not stated.

Keep it safe

A statement shows your name, phone number and payment history, so store it privately and do not forward it. Anyone who offers to fetch your statement through chat for a fee, or asks for a code, is not the operator. Gambling is addictive: play responsibly, and only if you are 18 or over. Support and self-exclusion details are on the responsible gambling page.