FAQ

Contacts

How can we contact you?

You can contact us using the following means:

Send us an email via our support email address customercare@citybet.co.ke or call us via 0709 295 333.

Depositing money to CityBet Account

SAFARICOM

·       Go to the Mpesa menu

·       Select payment services or Lipa na Mpesa

·       Select pay bill

·       Enter business number 290890

·       Enter account number CITYBET

·       Enter amount to deposit, at least 20 KSH

·       Enter Mpesa pin

·       Confirm transaction

·       Wait for Mpesa to send you a message to confirm the deposit

·       Wait for CityBet to send you a message confirming receipt of the deposited amount and an update in your CityBet account.

Registration

How do I register?

Open www.Citybet.co.ke then click on register now. Click on get verification code, the code will be send via SMS to the phone number you have provided. Go ahead and fill in the verification code to finish registration.

After that you should Refresh the CityBet page and log in using your username- phone number and the password they just created.

If you have registered via SMS and  you want an online account, you should just use your PHONE NUMBER and CityBet pin to log in.

Send "PLAY" to 29829. You will receive a message confirming your registration request. Reply with "ACCEPT" to complete the registration process.

Why should I specify my personal data when registering?

The accuracy of your data is a condition of using our products. Management of your money in your CityBet account is implemented in a similar way to a bank account. We need to know your first name and last name. By entering your date of birth, you verify that you are of legal age to use the services of CityBet. It is important for us to have your email address so that if you forget your password or want us to send you notifications, we will be able to get in touch with you by email.

Why is it necessary to fill in my National ID number?

CityBet platform can only be used by persons over the age of 18 years. Providing your National ID number acts as a proof that you are eligible to use our services.

Where can I see my account number?

Your account number is the same as the phone number you used to register with CityBet.

Do I undertake any obligations by registering on the Citybet website?

No. Your registration does not bind you in any way and you are not obligated to make regular deposits or place a certain number of bets. However, by registering you agree to our General Terms and Conditions.

Can I change my personal data after registration?

Please note that you are unable to change your basic data, such as your first name and last name, date of birth or your KRA PIN. You will, however, still be able to change other data even after registration. In certain circumstances (e.g. the personal data was filled incorrectly, etc.), CityBet will verify and accept changes to your basic data if you submit the corresponding confirming document.

I don’t want to deposit money right after registration. Do I have to?

You don’t need to make a deposit immediately. You may make a deposit whenever you like by using the “Deposit” option.

What should I do if I have forgotten my password/ PIN?

You can change your password(pin) by sending changepin#new pin (Four numerical digits) to 29829 e.g changepin#1111

Placing Bets and Settlement

How do I place a bet?

First, log in with your username and password. Select one or several bets from our line-up. Your bet will then appear in the bet slip on the right- hand side of the page. Next, specify the amount you wish to stake and your preferred type of bet (single, system or chain). In the third and final phase, you can either confirm the bet or cancel it. Please note that our General Terms and Conditions do not permit the cancellation of any bets once they have been placed.

What are the types of bets?

At Citybet.co.ke you can choose different types of bets. Starting with one prediction, you can use the “Single” bet option (single), with two or more predictions you can place “Express” bets, and with three or more predictions you can place a “System” or “Chain” bet. And if you would prefer to place “Single” or “System” bets, you need to select the desired option.

What is a “Single” bet?

A “Single” bet is the simplest form of betting. You predict an outcome, specify the desired stake and place the bet. If your prediction is correct, you win the bet. The winnings are calculated by multiplying the odds by the stake.

What is a "Multibet" and how is it calculated?

Multibet is a bet consisting of two or more events in which a necessary condition is that none of the events should lose. Multibets’ total odds are calculated by multiplying the odds of all the individual predictions.

Which bets can be combined to form a Multibet?

The vast majority of the offered bets may be combined freely in a Multibet. There are a few exceptions, however, such as certain Formula – 1 bets that can only be placed as “Single” bets. The bookmakers decide which bets can be combined, and their decision is based on various factors, such as the respective game or the event. You will be informed of their decision by the time the bets are placed. Please note: several bets on the same event/outcome cannot be placed as an “Multibet” or “System” bet.

What is the ”Chain” bet and how is it calculated?

A “Chain” bet is a combination of “Single” bets on events independent of each other. The customer choses the order of the bets included in the chain and the unit. The unit stake is placed on the first selection as a single. If this generates a return, the unit stake is deducted from the winnings and placed on the second selection and so on until the chain is complete or all funds are lost. If at any stage there is not enough funds on the bet to cover the unit stake then the total remaining balance is staked and the chain continues.

What is the “System” bet? How is it calculated and how much is the minimum sum of each bet?

“System” is a bet which consists of at least three events. The program forms variants of the events you have selected. For example, if you select a 2/5 system, it means that at least 2 events from 5 must win for the bet to win. The minimum sum of each bet depends on the selection of the system.

What is a “Handicap”?

A handicap is a head start given to a selection expressed in goals/points/sets/frames etc. depending on the type of the competition. The handicap is offered by the bookmaking company and it can be “positive” (1), “negative” (-1) and “zero”. For example, if you made a bet on “Handicap 1(2)” on a football match, this means you allowed Team 1 a 2 - goal ‘head start’.

 

• If the match ends 1-1, then adding the handicap will produce a score of 3-1 and the bet will win. 

• If the match ends 0-3, then adding the handicap will produce a score of 2-3 and the bet will lose.

• If the match ends 0-2, then adding the handicap will produce a score of 2-2 and the bet will result in a push (stakes returned).

• If the handicap is “negative”, you need to subtract rather than add.

 

Here are a few other examples of a handicap:


Bet W1 Handicap (-1) can win only when the home team wins the match by two goals.

Bet W2 Handicap (1) can win only when the away team does not lose the match (draw or victory of the away team).

Bet X Handicap (1) can win only when the home team wins the match by one goal (or when the away team loses by one goal).

Bet X Handicap (-1) can win only when the home team loses the match by one goal (if the away team wins by one goal).

Bet W1 Handicap (-2) can win only when the home team wins the match by three goals. Bet W2 Handicap (2) can win only in the following result of the match:
A draw
The victory of the home team by one goal

Any victory by the away team.
Bet X Handicap (2) can win only when the home team wins by two goals.

Bet X Handicap (-2) can win only when the home team loses by two goals (or the away team wins by two goals).

What is a “Hattrick”?

A “Hattrick” bet means that one of the players of the two teams should score three or more goals during the match.

What do W1/W2, W1/X, X/W2 and other bets mean?

This type of bet is halftime/fulltime betting, the first symbol shows the result of the first half, and the second symbol shows the result of the game. For example, W1/W2 bet means that the first team has won in the first half but the second team has won in the total game. W1/X bet means that the first team has won in the first half, and the overall game has ended in a draw.

When I try to place a bet, I get a message that I have exceeded the winnings limit. How high is the winnings limit?

CityBet reserves the right to set various betting limits for all events, markets and selections. You will be informed of any limits when you place your bet.

There are various reasons for setting a winnings limit, including the supply and demand for a bet. Please note that winnings limits may also be lowered for a short time when odds are updated.

What is the minimum/maximum size of the bet?

The maximum amount of one bet is defined by the maximum amount of the winnings specified above. When choosing a bet, if you have received a message that the amount of your bet exceeds the maximum amount, reduce the amount of the bet accordingly. The minimum amount of a bet is 20 KES

How can I check whether my bet has been accepted?

As soon as you have confirmed the bet in the coupon, by pressing the button “Make a Bet”, you will receive a confirmation of acceptance if the bet has been placed successfully. Each bet that you place will appear in your betting account under “Bet History”.

“Live” bets

Our Live bets will keep you in suspense until the end of the sports event. Hundreds of fans simultaneously make bets in real time. The odds of bets are dynamic and change depending on the course of the sports event. Simultaneously, detailed information, such as the expired time, the current score, quantity of the yellow and red cards shown, etc. is displayed in real time. Live bets are available not only for soccer games but also for other sports events, such as tennis, Formula 1, American football, ice hockey, skiing, etc.

Why has the acceptance of my bet been delayed or interrupted?

This may occur because of the following reasons:

  • Technical problems (interruption of the broadcast during (live) games, software failure, power cuts, etc.).
  • Busy time periods.
  • High level of interest in a sports game/match or an event.
  • Congestion of a network provider.
  • Speed of completion of the sport or event. For example, a tennis game is an event with a very fast outcome, the quantity of bets is high, therefore changes in odds are frequent.
Why was my bet registered twice?

This can happen only if you pressed the button twice. Please take care when placing bets.

Why have the odds on an event been suspended ahead of start time?

Suspension of odds could happen for any of the reasons in 2 above.

How accurate is the data given on the Live matches on your website?

Every effort is made to ensure that this information is up to date and correct. However, it should only be considered as a guide when betting.

Why is my limit on the (live) bet reduced?

CityBet reserves the right to reduce the limit of all or some players. CityBet is not obliged to provide an explanation concerning these decisions and reserves the right to block some players from using its services.

Casino

How do I create a Casino account?

Playing in the CityBet Casino requires CityBet Account. If you do not already have one, just click on the “Register” button on the Casino page and follow the simple registration process.

How do I view what games I’ve played last?

Once logged in, you can view a Last Played Games using the appropriate icons on the bottom of the Casino page.

What is a Random Number Generator (RNG)?

A Random Number Generator (RNG) is a computer program which randomly produces the results for our online casino games. Every individual card dealt, dice rolled, or any other pertinent game action is produced by the program without any unrealistic duplication or predictability.

As the results are generated in a completely random manner with no possibility of manipulation, you always get fair results.

What kind of games can I play online at the CityBet Casino?

CityBet offers a wide selection of games to our players. You can find many different 3D games, Table games, a huge variety of Slot games, and even Live games including Blackjack, Roulette, Baccarat and Bet on Poker.