Quick answer
Start with the bookmaker's own support and complaints process, in writing, with all your evidence. If it is not resolved, escalate within the bookmaker and then contact the Lotteries and Gaming Board if the bookmaker is licensed in Zimbabwe. Report fraud and scams to the police. For large sums, consider legal advice.
On this page
Before you complain: gather evidence
A clear record makes any complaint stronger. Collect:
- your user ID and registered phone number,
- screenshots of bet slips, balances and error messages,
- transaction references (bookmaker and EcoCash/InnBucks/bank),
- copies of messages and chats with support,
- the terms and conditions or bonus rules that applied at the time (screenshot them; they can change).
Step 1: Use the bookmaker's support
Contact the bookmaker through its official channels and explain the problem clearly. Ask for a written answer and, if they refuse a payment or void a bet, ask which rule they relied on. See how to contact bookmaker customer support.
Step 2: Make a formal complaint to the bookmaker
If support does not fix it, send a formal complaint in writing (email is best). Many bookmakers describe a complaints or dispute process in their terms. Say:
- what happened and when,
- what you want them to do (pay winnings, reverse a fee, reopen the account),
- that you are making a formal complaint under their complaints procedure.
Keep a copy and note the date.
Step 3: Escalate to the regulator
If the bookmaker is licensed in Zimbabwe and you cannot resolve the complaint, you can contact the Lotteries and Gaming Board (LGB), which regulates betting operators. Use the contact details on its official website, lgb.co.zw. Include the bookmaker's name, your evidence and a short timeline.
Some bookmakers' own terms also mention escalating unresolved disputes to the gaming regulator.
If the bookmaker is licensed only in another country, the Zimbabwean regulator may not be able to act. The site's terms usually name a dispute process in that other country.
Step 4: Other options
- Fraud or scams: if someone took your money through a fake site, fake agent or account takeover, report it to the Zimbabwe Republic Police and to your mobile money provider immediately.
- Legal advice: for significant amounts, a lawyer can advise on a claim. Zimbabwean courts have heard cases brought by punters against bookmakers over unpaid winnings.
- Consumer protection: consumer protection bodies may be able to advise; check whether they handle betting complaints.
What not to do
- Do not open a new account or use someone else's account to get around a restriction.
- Do not pay anyone who offers to "recover" your money for a fee. Recovery scams are common.
- Do not post your personal or account details publicly while complaining on social media.
Summary
Collect evidence, complain to the bookmaker in writing, escalate formally, then contact the LGB if the bookmaker is licensed in Zimbabwe. Report fraud to the police straight away.