In some cases, your Phenom Poker account may be temporarily restricted or suspended. Here's what that means and how to resolve it.
Why might my account be restricted?
Common reasons include:
- KYC verification is pending or incomplete — complete the verification process to proceed
- Suspicious activity detected — our security team may temporarily restrict access while investigating
- Violation of Terms of Service — multiple accounts, collusion, or abusive behavior may result in restrictions
- Self-exclusion is active — your account remains locked for the chosen period
What should I do?
- Check your email — we typically send a message explaining the reason
- Complete any required actions — such as submitting KYC documents
- Contact support — email support@phenompoker.com with your nickname and details
How long does it take to resolve?
KYC-related restrictions are resolved once verification is complete. Security reviews may take 24–72 hours. Terms of Service violations are handled case-by-case.