Permanently close my account

Before closing: 3 things to sort out

Before tapping "Close permanently", sort out these 3 things:

1. Withdraw your balance.

If you still have KTK in your account, withdraw them before closing. Go to Wallet → Withdraw. How do I withdraw my winnings?

If you close your account with a balance, we'll hold it for 30 days after closure (to give you time to change your mind), then it will be paid out to your last validated withdrawal method. If we can't pay it out (closed account, etc.), the balance stays in our accounts but remains owed to you - you can recover it later with proof of identity.

2. Wait for your in-progress bets to resolve.

You can't close an account with bets in progress. You have two options:

• Wait for your bets to resolve naturally (or cancel the matched ones with the 10-20% penalty).
• Cancel unmatched bets with no penalty, and wait for the others.

Once all your bets are resolved, you can close.

3. Export your data if you want to keep it.

This is your last easy chance. Request a copy of my data.

After closure, you can still request a copy through support, but it takes longer.

The closure procedure step by step

1. Go to Profile → Account → Permanently close my account.
2. Read the information screen. We explain:
   • What will be deleted.
   • What will be kept (and for how long).
   • That closure is irreversible (beyond a 30-day grace period).
3. State your reason (optional but useful for us):
   • "I don't play anymore."
   • "I prefer another platform."
   • "Problem gambling" → we immediately offer you help resources.
   • "Dissatisfied with the service" → we invite you to a conversation (optional).
   • "Other" + free text.
4. Confirm with your password + 2FA + SMS code (maximum security).
5. One last confirmation: "Are you absolutely sure? You have 30 days to cancel this action by logging back in. After that, it's permanent."
6. Closure activated. You receive:
   • A confirmation notification.
   • An email summarizing the procedure and the key dates.
   • The final export link for your data (valid 30 days).

What happens after closure

Grace period (30 days):

• You can log back in within this window to cancel the closure.
• You receive 3 reminder emails (at D+7, D+15, D+25) asking: "Are you sure? You can still cancel."
• If you log back in, you get your account back exactly as before.

Effective deletion (D+30):

• Your account becomes permanently inaccessible.
• Your handle is released (reusable by someone else after 90 days).
• Your profile photo, your bio, your public messages are deleted.
• You receive a final email: "Your Ktkarena account is permanently closed. Thank you for being with us."

Legal retention period (5 to 10 years):

• Your KYC data (identity, documents) is kept for 5 years after closure, in line with gambling regulation in Cameroon.
• Your financial transactions (deposits, withdrawals, winnings) are kept for 10 years, in line with accounting obligations.
• This data is kept in an encrypted archive that no one looks at except upon legal request (tax audit, judicial investigation).

Permanent deletion:

• After 10 years, all your data is permanently deleted from our systems (logs, backups, archives).
• At that point, there is no trace of you left with us.

What is legally retained and what is deleted

Retained temporarily (5-10 years):

• KYC identity (last name, first name, date of birth, ID number).
• Financial transaction history (deposits, withdrawals, resolved bets, amounts).
• Anonymized connection logs (IP, device).

Deleted immediately (D+30):

• Passwords (never stored in plain text anyway, but the hash is erased).
• Personal preferences (notifications, themes, language).
• Your list of favorite topics.
• Profile photo and bio.
• Messages in event chats.
• Private messages (both sides are notified).
• Bet drafts, searches.

Why the difference: KYC and financial data is retained as a legal obligation (anti-money laundering, taxation, regulator compliance). We can't delete it sooner even if you ask. Everything else, on the other hand, is deleted immediately because there's no obligation to keep it.