Payments aren't open yet during the beta.
The 3 main causes
When your withdrawal goes more than 1 hour without being processed, it's one of these 3 reasons:
Cause 1 - KYC not validated
Your first withdrawal always requires identity verification. If you haven't submitted your documents yet, your withdrawal stays pending.
→ Solution: go to Account → Identity verification and submit your documents. Validation within 4-48 hours.
Cause 2 - Anti-fraud verification
For withdrawals over 1,000,000 KTK (≈ 1,500,000 FCFA), we run a manual verification. It's quick but can take a few hours.
→ Solution: be patient. If nothing after 24 hours, contact support.
Cause 3 - Issue on the provider's side
The Mobile Money operator or the bank rejected the transaction. This can come from a capped balance on the operator's side, an expired Mobile Money number, etc.
→ Solution: we notify you automatically with the reason for the rejection, and we refund your KTK balance.
How to check the status of your withdrawal
- Go to Wallet → History.
- Tap the transaction in question.
- Read the status details: “KYC verification in progress”, “Anti-fraud verification in progress”, “Rejected by operator”, etc.
The status tells you exactly where things stand. If you see “Rejected by operator”, we've already initiated the automatic refund.
What to do if nothing moves after 48 hours?
- Get your withdrawal identifier (visible in the transaction details).
- Send an email to support@ktkarena.com with:
- Your Ktkarena username.
- The withdrawal identifier.
- The amount.
- The initiation date.
- Our team looks into your request.
Special cases
“My Mobile Money withdrawal is validated but I don't see it in my account”
Check that you're using the right Mobile Money number (people sometimes have several numbers). If the receipt SMS doesn't arrive, contact your Mobile Money operator first, then us.
“I'm told my withdrawal was canceled but I never requested it”
Possible if we detected suspicious activity on your account (a login from a new country, for example). We send you an email explaining why, and you can restart the withdrawal after confirming your identity.
“My card withdrawal has been validated for 5 days, I see nothing in my bank”
For bank cards, the delay can be up to 3 business days for a Visa card and 7 business days for a Mastercard. If nothing arrives after that, contact your bank (with proof of the Ktkarena withdrawal), then us.
Good to know. We NEVER block a withdrawal without a reason. If your withdrawal is pending, there's a clear reason visible in the transaction details. If you don't understand the reason, write to us and we'll explain.