Which Support Route to Use
To get the fastest resolution, please route your query according to the table below:
| Your Situation | Where It Goes (The Correct Route) |
|---|---|
| Deposit not credited, withdrawal held, payment question | Account Support (Live Chat) or the Payment-Support email. Here, the case can be checked directly against your transaction details and our payment methods rules. |
| Verification (KYC), documents, or account access | Support strictly inside your authenticated account. |
| The money never left your mobile wallet | Your mobile money provider (Airtel, MTN, Zamtel) first โ we cannot trace funds we never physically received. |
| A decision you disagree with (after support has answered) | Our formal Complaints Process. |
| Access, correction, or deletion of personal data | The formal request route detailed on our Privacy Policy page. |
| A correction to something written on this site | The Contact Form below, clearly marked as “Editorial”. |
| Deposit limits or Self-Exclusion | Do not use email. Use the Responsible Gambling controls directly inside your account dashboard. |
Golden Rule: Always use the Live Chat channel inside your account for anything account-specific. A logged-in conversation allows the support agent to securely verify your identity instantly and work from our internal server records, rather than just from your description of the problem.
What to Have Ready Before You Contact Us
If you are contacting us regarding a payment case (a missing deposit or a held withdrawal), please have these three details ready immediately:
- The Transaction Reference ID from the SMS or app confirmation your mobile wallet sent you.
- The exact time and date of the transfer.
- The exact amount, including any charge the wallet deducted.
If a deposit has not credited, tell us the exact phone number you sent the funds from. If a withdrawal is held, say when you submitted it and whether your KYC verification is complete. Screenshots are gold: A screenshot showing both our cashier screen and your wallet’s SMS confirmation together is worth more than either alone, as it allows our financial agents to match the two sides of the transaction instantly.
What Support CAN and CANNOT Do
We want to manage your expectations honestly before you spend an evening asking for something our team is legally barred from doing.
- Support CAN: Trace a payment using a reference ID, tell you exactly why a withdrawal is held, check what stage your KYC verification has reached, explain how a bonus condition applied to your bet slip, and escalate a complex bug to our technical specialists.
- Support CANNOT lift an active self-exclusion: This is not a policy an agent can be persuaded or begged to bend. A self-exclusion block is built so that it survives your later wish to undo it. An agent who could reverse it would defeat the entire point of responsible gambling protections.
- Support CANNOT disclose account information to third parties: Even if you are a family member with a good reason, we will not discuss an account with an unverified third party. An authorised representative has to go through a strict legal verification process first.
- Support CANNOT speed up mobile money providers: We cannot make an MTN or Airtel network process a transaction faster than their system allows.
- Support CANNOT overturn official bet settlements: Whether a settled bet stands is a question about our official sportsbook terms, not a decision a chat agent makes at their personal discretion. If you think a settlement is mathematically wrong, state your reason, and it will go through the official escalation route.
Security: What We Will NEVER Ask You
Your security is our top priority when you register and play at Paripesa.
We will NEVER ask for your password or a One-Time Password (OTP) authentication code. Not by email, not in Live Chat, not by phone, and not while helping you with another issue.
If a request for your password or OTP arrives on your phone or in a message, it did not come from us, no matter how official the profile picture or caller ID looks. Verification through official Paripesa channels never requires you to hand over a credential that lets someone else into your account.
Furthermore, do not send identity (KYC) documents through an unsecured email channel. If document upload is needed, our support team will direct you to the encrypted, secure upload route directly inside your account.
Where Things Go If Support Cannot Resolve Them
If our standard support agents cannot resolve your issue, there are three separate escalation routes, leading to three different places:
- A dispute about your account or a financial transaction: This goes to our formal internal Complaints Process. From there, if it remains unresolved, it goes to an independent Alternative Dispute Resolution (ADR) body โ which is free to you, at our cost.
- A concern about how your personal data is handled: This goes to the Office of the Data Protection Commissioner in Zambia. Your right to contact the Commissioner does not depend on approaching us first; it is a right granted by Zambian law.
- A concern that we are breaching our licence conditions: This goes to the Curaรงao Gaming Authority, which supervises our international operations. Please note: Sending a standard payment dispute to the regulator will not get your individual claim decided. The formal Complaints Process is the correct route to secure an internal determination and independent ADR.
General Contact Details
(Note: For the fastest service, use the Live Chat function located in the bottom corner of your screen once logged in.)
- Technical Support: support-en@paripesa.com
- Security Department: security@paripesa.com