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 bets 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, bet, or create new social transactions.
You can still: log in, check your balance, read your history, and access this Help Center.
Important. An account locked for verification is NOT a suspension for misconduct. It's a temporary security measure. You're not being accused of anything.
The 5 most frequent reasons
Reason 1 - KYC triggered by exceeding a threshold (50% of cases)
You've accumulated more than 5,000,000 KTK in deposits over 30 days. Regulations require us to verify your identity for large volumes.
Average resolution time: 4 to 48 hours after you submit your documents.
What to do:
- Go to Account → Identity verification.
- Submit: ID document, proof of address, selfie.
- Our team validates within 4-48 hours.
- Your account is unlocked automatically.
Reason 2 - Suspicious activity detected (25% of cases)
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.
Average resolution time: 24 to 48 hours.
What to do:
- You receive an email with the details of the alert.
- Reply to the email with a selfie holding your ID document.
- Our team verifies that it's really you.
- Account unlocked after confirmation.
Reason 3 - Suspicious bet or ongoing dispute (10% of cases)
A bet from your account is under investigation for suspected manipulation (collusion with an opponent, betting on an event where you might have inside information, etc.).
Average resolution time: 7 to 14 days, depending on complexity.
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 (5% of cases)
A judicial or administrative authority has asked us to temporarily freeze your account. We have no choice but to comply in this case.
Average resolution time: varies depending on the legal procedure.
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 (10% of cases)
You requested a self-exclusion yourself (24h, 7 days, 30 days, or permanent). Your account is locked for the duration you chose.
Average resolution time: 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:
- Push notification in the app: “Your account is under verification”.
- 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).
- 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.
Resolution times by type
| Reason for the lock | Average time | Max time |
|---|---|---|
| KYC threshold exceeded | 4-24h | 48h |
| Suspicious activity | 24h | 48h |
| Bet under investigation | 7 days | 14 days |
| Authority request | Varies | Varies |
| Self-exclusion | Your choice | Your choice |
During the lock, what should you do?
What you can do
- View your account in read-only mode (balance, history, ongoing bets).
- Respond to document requests if we've asked for any.
- Follow the resolution of your ongoing bets (escrow keeps working normally).
- Read the Help Center to understand the situation.
What you can't do
- Place new bets.
- 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.
Good to know. If someone (by SMS, WhatsApp, email, social media) promises to unlock your account in exchange for payment, it's a scam. Report it to support@ktkarena.com with a screenshot.
How to speed up the resolution
For KYC or suspicious-activity locks, you can save time:
- Provide the requested documents quickly and in good quality (readable, not blurred, not cropped).
- Check your email regularly, including spam.
- Respond to follow-up requests within 24 hours.
- 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 bets resolved during the lock in your history.
- If you notice an anomaly, report it within 48 hours via support@ktkarena.com.
- If the lock was due to suspicious activity, change your password and enable 2FA if you haven't already.