Marakumi aims to offer all of the company’s clients from the Kenya the greatest possible Customer experience in the industry. We want to make sure that all of our clients are completely satisfied with the products and service the company has to offer, as well as their quality and transparency. At the same time, Marakumi realizes that sometimes there might be cases when the company hasn’t been able to deliver. If you are not happy with the service that our platform provides, you can always send a query to our Customer Services team.
You can contact the Marakumi Customer Services team by way of email [email protected] or call our customer care lines or inbox us through our social Media Pages Facebook, marakumi, Instagram marakumi etc. Queries will always be processed within one business day. However, if, after your issue has been processed, you’re still not satisfied with the decision or believe that the situation is at a deadlock, you can always ask BCLB (The Betting Control and Licensing Board) to conduct an investigation.
BCLB is an and impartial external agent that provides independent judgments for gambling/betting-related disputes. BCLB will not charge you for its services. To raise your dispute or complaint with BCLB, you will need to request a Deadlock Email from our CS Agent. This email will outline the full details of your dispute or complaint and will include a unique reference number that must be quoted when submitting a dispute or complaint with BCLB. You can then submit your dispute or complaint to BCLB via [email protected] BCLB as a regulator, is also an independent adjudication service for resolving disputes between licensed gambling companies and their clients. To start looking at the detail of any dispute, BCLB will ask a complainant to confirm that they have made every reasonable effort possible to resolve the dispute before addressing BCLB and that they agree to comply with BCLB’ terms and conditions.
Decisions are not made based on which party makes a better presentation of the disputed case. Gambling companies and their clients do not need to think of the quality of the presentation or their writing skills. The part of BCLB is to identify relevant issues. Therefore, decisions are always based on the facts of a case and not on either of the parties' rhetoric. The only thing BCLB asks for is that statements submitted cover as many facts as a complainant considers relevant to their dispute.
In the event of a dispute arising between us and you, we each agree to follow the procedure set out in our Dispute Resolution policy as amended from time to time.
If marakumi is unable to settle the dispute, BetNare will refer the dispute to BCLB, whose decision will be final (save in respect of any manifest error) subject to full representation given to all parties involved. No dispute regarding any bet/wager will result in litigation, court action or objection to a bookmaker’s license or permit (including any remote operator’s license or personal license) unless BetNare fails to implement the decision given by arbitration.