Start with the help or contact option shown on the official Rwanda website. Support addresses and channels can change, so RwandaPlay does not recommend relying on a telephone number copied from an undated third-party page.
Prepare the case first
Provide a concise description containing:
- the registered phone number with sensitive digits partly hidden where appropriate;
- the date and approximate time of the event;
- the amount and currency;
- the bet, deposit or withdrawal reference;
- the exact error message;
- the steps already attempted.
Do not include a password, PIN or one-time verification code. Identity documents should be uploaded only through the secure process specified by the operator.
Payment complaint
Check both histories before contacting support: the mobile-money statement and the betting-account transaction list. A wallet reference helps the operator trace a missing credit or withdrawal.
Avoid repeating the transaction while the first one is unresolved. Multiple identical requests can complicate reconciliation.
Account access complaint
Explain whether the registered SIM is available and whether the recovery message arrives. If the phone was lost, contact the mobile provider first to protect the SIM and wallet.
Recognising impersonation
Be suspicious when someone contacts you first, requests remote access, promises to unlock winnings for an advance fee or asks for a wallet PIN. Brand logos and profile names are easy to copy.
Use a fresh browser session, type the official domain yourself and enter support through that page.