Why haven't I received my winnings after resolution?

Step 1: check your wallet

90% of the time when bettors write to us saying "I haven't received my winnings", the money is already there but the notification arrived late or was missed.

What you do: open the app → Wallet tab. Look at your balance. Compare it with your balance before the resolution.

If your balance has increased by the expected amount, your winnings have arrived. The notification was just delayed.

You can also open the wallet history to see the explicit transaction: "Bet winnings [event] - +X KTK".

Step 2: check the event's status

If your balance hasn't moved, look at the bet's status in My bets:

• "Being resolved" status (orange magnifier icon): the event is over but the admin hasn't validated yet. Be patient. Max 24 hours for SEMI-AUTO, 7 days for MANUAL.
• "Dispute in progress" status (yellow warning icon): someone filed a dispute. You'll be notified of the decision within 2 to 7 days.
• "Resolved - you won" status but no KTK in your wallet: that's an abnormal case. Go to step 3.
• "Resolved - you lost" status: it's normal not to have received any KTK. You lost your bet.

Step 3: contact support

If you really are in the "Resolved - you won" case but the KTK isn't arriving in your wallet (it should have been there for over an hour), it's an abnormal case that requires intervention.

How to do it:

1. Go to the details of the bet in question.
2. Tap the ⋯ menu in the top right.
3. Choose "Report a problem" → "I haven't received my winnings".
4. The bet ID is attached automatically.

Our team handles this type of ticket as high priority: response within 6 hours on business days, 24 hours max.

You can also write directly to support@ktkarena.com with your user ID and the bet ID (which you'll find in the bet details).

The rare cases where there's a real problem

Out of ~5 million bets resolved on the platform, we've had:

• ~50 cases of technical bugs (escrow release not triggered). All resolved within 24 hours, winnings paid out.
• ~20 cases of fraud detected after the fact (account sanctioned, winnings not paid out - an exceptional case).
• ~10 cases of a corrected resolution error (winnings adjusted, dispute accepted).

Real problems are rare. But we take them very seriously. If you're in an abnormal case, you're handled with priority and transparency.