kena Platform Account Terms

Account eligibility and jurisdiction restrictions on kena

You must be of legal age in your jurisdiction to use kena. We do not knowingly accept accounts from users under the age required by their local law. Our services are available only in jurisdictions where online gaming and sportsbook operations are permitted by law. We use geolocation verification and may request proof of address to confirm you are accessing kena from a supported jurisdiction.

If you create an account from a jurisdiction where our service is prohibited, we reserve the right to suspend or close your account without notice. Any funds held in a suspended account will be refunded to your linked payment method within our standard processing window. We do not accept liability for refund delays caused by your bank or payment provider.

Users are responsible for verifying that their access and use of kena comply with their own jurisdiction's laws. We do not offer legal advice regarding the legality of online gaming in your region. If you are uncertain whether kena is available where you live, we encourage you to check your local regulations before creating an account or depositing funds.

Deposits and withdrawals under kena terms

We accept deposits through DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and direct bank transfers (mobile banking, local payment, online payment, e-wallet). When you deposit, funds credit to your kena balance immediately. Your deposit is non-refundable—once you transfer funds to kena, you cannot reverse the transaction through your payment provider. If you deposit in error, contact our support team to request a withdrawal of the full amount, subject to our standard processing schedule.

Your first withdrawal requires KYC verification (photo ID and proof of address). After verification, you may withdraw funds to the payment method you linked during account setup. We process withdrawals according to our standard schedule—payment method, transaction size, and account verification status influence processing windows, but we never apply hidden holds or arbitrary delays. Withdrawals to digital wallets (mobile banking, local payment, online payment, e-wallet) typically process within one to two business days. Bank transfers may require additional time depending on your bank's clearing process.

We reserve the right to review any withdrawal request for fraud prevention and compliance. If we suspect unauthorised access or suspicious activity on your account, we may delay withdrawal processing until our investigation concludes. We will notify you of any holds and the reason for them. Once our review clears, the withdrawal processes according to our standard schedule.

We process withdrawals fairly and transparently. Delays are rare and occur only when fraud prevention or compliance review is warranted. Your balance is always yours—we never confiscate or forfeit funds except where required by law.

Tournament participation and kena leaderboard rules

We publish tournament brackets weekly, showing entry fees, bracket durations, and game selections. When you enter a tournament, you accept the bracket's specific rules. Entry fees are non-refundable—once you confirm entry, your fee is deducted from your account balance and committed to the tournament. If you change your mind before the bracket opens, contact our support team within the timeframe specified in the bracket details (typically 24 hours before bracket start) to request a refund. Refunds requested after the bracket opens are not granted.

Tournament leaderboards are calculated using our published formula. We accumulate your session results (wins, multipliers, payouts) during the bracket window and rank all players accordingly. Final standings are frozen at the bracket close time. We publish final leaderboards before distributing payouts. If you dispute your leaderboard position or payout amount, contact our support team within 48 hours of bracket close with specific details (timestamp of questionable session, game title, expected versus actual result). We review your account activity log and correct errors immediately if found.

We may suspend or disqualify accounts that we determine have attempted to manipulate tournaments through bonus abuse, collusion, or technical exploitation. Such accounts forfeit tournament entry fees and any accrued payouts. We do not provide detailed explanations of our fraud detection methods, as transparency would compromise our security. Users who believe they've been wrongly suspended may appeal through our support team, providing relevant account history.

Dispute resolution and our kena guarantee

If you believe your account balance is incorrect, a payout was miscalculated, or a withdrawal was delayed, contact our support team with specific details. We maintain complete transaction logs for all deposits, withdrawals, tournament settlements, and account changes. Our support team will review your account history and respond within one to two business days with findings. If we identify an error on our part, we correct your account immediately.

We do not offer refunds for losing sessions or unsuccessful bets. Tournament entry fees and slot game wagers are final—we cannot reverse your play or reimburse your stake. If you dispute the fairness of a specific game outcome (e.g., you believe a random-number generator malfunction occurred), we can provide session logs showing the exact outcome and your game state at the time. We use certified RNG systems and do not manipulate game results.

If a dispute cannot be resolved between you and our support team, we offer escalation to our disputes team. You can request escalation through in-app help. Our disputes team will conduct a final review and issue a binding decision within five business days. We may request additional documentation (screenshots, transaction records) to support your case. Our decision is final and cannot be appealed further.

Account security and your responsibility on kena

You are responsible for keeping your login credentials confidential. We recommend using a strong, unique password and enabling two-factor authentication (2FA) on your account. If you share your credentials or allow someone else access to your account, we are not liable for unauthorised activity that follows. If you suspect someone has accessed your account without permission, reset your password immediately and contact our support team.

We use SSL encryption for all data in transit and store passwords using industry-standard hashing. We do not store unencrypted payment credentials or card numbers. Our staff never requests your password or payment details through email or chat. If someone claiming to be kena support asks for your password, do not provide it—contact our support team directly through the in-app help portal to verify.

• 1
  Keep your password secretSecurity step

  Use a strong password with uppercase, lowercase, numbers, and symbols. Never share your password or write it down where others can find it.

• 2
  Enable two-factor authenticationProtection step

  2FA adds a second verification step (one-time code via email) when you log in from a new device, preventing unauthorised access.

• 3
  Verify kena support contactVerification step

  We contact you through in-app help or official support email. Never share credentials through unsolicited messages.

• 4
  Report suspicious activityAction step

  If you notice unauthorised login attempts or balance changes, reset your password and contact support immediately.

Our liability and limitation of claims on kena

We provide kena "as is" without warranty. We do not guarantee uninterrupted service or that all features will be error-free. We are not liable for losses arising from service interruptions, temporary outages, or technical glitches. If a technical error causes an incorrect game outcome or payout, we will investigate and correct your account if we confirm the error. We cannot reverse game outcomes that occur under normal operating conditions, even if you believe the outcome was unfavourable.

We are not liable for delays in payment processing caused by your bank, payment provider, or external network issues. We are not liable for losses arising from your own negligence (e.g., sharing credentials, losing access to your email). We are not liable for any third-party service disruptions, such as internet outages or payment network failures.

Our liability is limited to the amount of your current account balance. If we cause a loss due to our direct negligence (e.g., we accidentally delete your account), we will refund your current balance and documented recent deposits. We will not pay damages beyond your account balance or cover consequential losses (lost time, opportunity costs, emotional distress).