Help centre · Updated
Account blocked?
Most blocked King Exchange accounts have a security lock after too many wrong passwords. That's lifted once support confirms the account is yours. Other blocks come from a verification check, a duplicate ID or a fair play review. A person reviews each one, and you can appeal any decision within 30 days.
At a glance
Key takeaways
- Most blocked King Exchange accounts have a security lock after several wrong passwords, which support lifts once it confirms the account is yours.
- Other blocks come from the verification check before a first withdrawal, a duplicate ID, a fair play review or self-exclusion.
- A security lock or verification hold doesn't touch your balance.
- Don't open a new ID while one is blocked. It will be suspended as a duplicate.
- You have 30 days from any decision on your account to appeal it on WhatsApp.
At a glance
Why was my account blocked?
An account is blocked for one of five reasons: a security lock after wrong passwords or unusual activity, a verification hold before your first withdrawal, a duplicate account, a fair play review, or a self-exclusion you chose. A security lock doesn't touch your balance, and a verification hold keeps it in your account.
| Block | Your balance | Way out |
|---|---|---|
| Security lock | Not affected | Verify it's you with support |
| Verification hold | Stays in your account | Finish the verification |
| Duplicate account | Ask support | Keep one ID and talk to support |
| Fair play review | Winnings from the bets involved may be held | Wait for the review, then appeal if you disagree |
| Self-exclusion | Ask support about withdrawing it | It stays for the period you chose |
In detail
What do I do about each block?
For a security lock, stop trying to log in and message the official WhatsApp number from your registered phone. For a verification hold, answer the verification questions in your chat. For a duplicate account, tell support which ID is your original. A fair play review takes a wait, and you can appeal within 30 days.
- Usually quick
Security lock
Several wrong passwords in a row, or activity that doesn't look like yours, locks the account to stop someone else getting in.
- 1Stop trying to log in, because more attempts can keep the lock in place.
- 2Message the official WhatsApp number from the phone number you registered with.
- 3Answer the team's questions to confirm the account is yours.
- 4Set a new password once you're back in.
- Needs your reply
Verification hold
Every account is verified before its first withdrawal. Until the check is done, withdrawals wait.
- 1Reply to the verification questions in your WhatsApp chat.
- 2Once you're verified, the hold lifts and withdrawals go ahead.
- Suspended
Duplicate account
Each person may hold one verified ID, in their own name. If a second ID is found, it's suspended straight away.
- 1Tell support which ID is your original one.
- 2Explain how the second ID came about, for example if a family member signed up on your number.
- 3Ask support what happens to any balance on the suspended ID.
- Under review
Fair play review
Unusual betting patterns are flagged, but a flag alone never closes an account. A person reviews the activity before any action is taken.
- 1Ask support what the review is about.
- 2Answer any questions honestly and keep your replies in the chat.
- 3If you disagree with the outcome, appeal within 30 days.
- Your choice
Self-exclusion
You asked to block your own access, for a set period or permanently, as a break from betting.
- 1The block is there to protect you, so it stays for the period you set.
- 2If you need to withdraw your remaining balance, ask support.
- 3Free, confidential help is available on the responsible gaming page.
Step by step
How do I get my account unblocked?
Message the official WhatsApp number from your registered phone with your username, and answer the team's questions to show the account is yours. A security lock is usually lifted in the same chat and you set a new password. Never send your password, OTP or UPI PIN to prove it's you.
- 1
Find the reason
Use the guide on this page to work out which kind of block you have.
- 2
Message support
Write to the official WhatsApp number from your registered phone number, with your username.
- 3
Confirm it's you
Answer the team's questions. Never send your password, OTP or UPI PIN.
- 4
Get back in
For a security lock, support restores access and you set a new password. Reviews take until a person has checked the account.
Appeals
Can I appeal a suspension?
Yes. If you think a block, suspension or held winnings is wrong, you have 30 days from the decision to appeal it. Write to support on WhatsApp, say which decision you're appealing and why, and the compliance team looks at the case again and sends you the outcome.
Read the appeals policy- 1
Within 30 days
You have 30 days from any decision on your account to appeal it.
- 2
Write to support
On WhatsApp, say which decision you're appealing and why.
- 3
Compliance reviews it
The compliance team looks at the case again and sends you the outcome.
Stay unblocked
How do I stop it happening again?
Use a password you don't use anywhere else, keep the phone number you registered with, hold one ID in your own name and never let anyone else bet on it. Never pay a fee to unblock an account, open a second ID while one is blocked, or share your OTP, UPI PIN or password.
Always
- Use a password you don't use anywhere else, and keep it to yourself
- Keep the phone number you registered with
- Hold one ID only, in your own name
- Never let anyone else bet on your account
Never
- Pay anyone a fee to unblock your account
- Open a new ID while one is blocked. It will be suspended as a duplicate.
- Share your OTP, UPI PIN or password to "verify" yourself
- Trust numbers that contact you first about a blocked account
Keep reading
Related reading
Account help
Frequently asked questions
Short answers on why accounts get blocked, what happens to your balance, and how to appeal.
6 questions
The most common reasons are a security lock after several wrong passwords, a verification check before your first withdrawal, a duplicate ID, or a fair play review. Self-exclusion also blocks access, but only when you've asked for it.
Open 24/7
Locked out? Talk to a person.
Message the official King Exchange number on WhatsApp from your registered phone, with your username. Someone replies, day or night. 18+ only.