My account is locked for verification, what should I do?

First: your money is safe

If your account was just locked, the first thing to know is that your KTK balance doesn't disappear. During the lock:

• Your KTK stay in your account.
• Your ongoing challenges are preserved and will be resolved normally.
• Stakes in escrow remain intact.
• No one (not us, not anyone else) can touch your money.

You temporarily cannot: deposit, withdraw, play, or create new social transactions.

You can still: log in, check your balance, read your history, and access this Help Center.

The 5 possible reasons

Reason 1 - KYC triggered by exceeding a threshold

You've accumulated more than 5,000,000 KTK in deposits over 30 days. Regulations require us to verify your identity for large volumes.

What to do:

1. Go to Account → Identity verification.
2. Submit: ID document, proof of address, selfie.
3. Our team checks your documents.
4. Your account is unlocked automatically.

Learn more about KYC.

Reason 2 - Suspicious activity detected

Our fraud detection system flagged unusual behavior on your account: a login from a new country, multiple failed login attempts, rapid changes to account information, etc.

What to do:

1. You receive an email with the details of the alert.
2. Reply to the email with a selfie holding your ID document.
3. Our team verifies that it's really you.
4. Account unlocked after confirmation.

Reason 3 - Suspicious challenge or ongoing dispute

A challenge from your account is under investigation for suspected manipulation (collusion with an opponent, taking a side on an event where you might have inside information, etc.).

What to do: wait for our Compliance team to finish its investigation. You can provide information via support@ktkarena.com if you believe there's been a misunderstanding.

Reason 4 - Request from the authorities

A judicial or administrative authority has asked us to temporarily freeze your account. We have no choice but to comply in this case.

What to do: you're notified by email with the contact details of the authority involved. You must contact them directly - we can't intervene on their behalf.

Reason 5 - Self-exclusion

You requested a self-exclusion yourself (24h, 7 days, 30 days, or permanent). Your account is locked for the duration you chose.

When it ends: at the end of the exclusion period you set.

What to do: nothing - wait for the exclusion to end. If it's a permanent exclusion and you want to come back, see our self-exclusion article.

How to know which reason applies to you

At the moment of the lock, you receive 3 immediate communications:

1. Push notification in the app: “Your account is under verification”.
2. Detailed email sent to your account's address, with:
   • The exact reason for the lock.
   • The estimated resolution time.
   • The actions to take on your side (if applicable).
3. Visible banner when you log into the app, repeating the reason and the timeline.

If you don't see any of these communications, check your spam folder. Otherwise, it's a bug - contact support@ktkarena.com.

During the lock, what should you do?

What you can do

• View your account in read-only mode (balance, history, ongoing challenges).
• Respond to document requests if we've asked for any.
• Follow the resolution of your ongoing challenges (escrow keeps working normally).
• Read the Help Center to understand the situation.

What you can't do

• Start new challenges.
• Make deposits.
• Make withdrawals.
• Change your account's payment settings.
• Create or join new private leagues.

What we strongly advise against

• Don't create a new account to get around the lock. Our system detects it (same ID document, same Mobile Money, same device) and will lock the new account too. Worse, it can turn a temporary lock into a permanent suspension for circumvention.
• Don't pay anyone who claims they can “unlock” your account. Unlocking is free and always handled by our official team.

How to speed up the resolution

For KYC or suspicious-activity locks, you can save time:

1. Provide the requested documents quickly and in good quality (readable, not blurred, not cropped).
2. Check your email regularly, including spam.
3. Respond to follow-up requests from support.
4. Avoid contacting support multiple times about the same question - it slows processing down rather than speeding it up.

What to do after the unlock

Once your account is unlocked:

• Check that your KTK balance is intact.
• Review your challenges resolved during the lock in your history.
• If you notice an anomaly, report it right away via support@ktkarena.com.
• If the lock was due to suspicious activity, change your password and enable 2FA if you haven't already.