KYC Policy

Why accounts are verified

Verification serves three purposes: confirming that the player is an adult, that they play under a single profile and that the payment method used is in their own name. Without that certainty, a withdrawal cannot be completed. Gambling is open only to people aged 18 and over, and age is confirmed through an official record or document rather than assumed from the date of birth entered at sign-up.

When the process starts

Under UK Gambling Commission rules, age and identity are verified at registration, before the first deposit or any play, including free-to-play demos. In most cases this is done electronically within seconds, and documents are requested only if the automatic check cannot confirm the details. Further checks follow when profile details are changed, when a new payment method is added, when total deposits pass an internal threshold in pounds or when an account is selected for a random review. Play can usually continue during these later checks, but providing documents early avoids delays when a withdrawal is due.

Documents that may be requested

A standard verification file consists of a small number of items:

• Photo ID: a valid passport, driving licence or national identity card showing a clear photo, name and date of birth.
• Proof of address: a utility bill, bank statement or council tax bill dated within the last three months, showing the same address as the profile.
• Proof of payment method: a photo of the debit card with only the first six and last four digits visible, or a screenshot of the e-wallet showing the account holder’s name.
• Selfie: a recent photo of the player holding their ID, if the compliance team asks for one.
• Source of funds: for larger amounts, a payslip, P60 or bank statement showing where the money used for play comes from.

File requirements

Scans and photos must be in colour, with all four corners of the document visible and no fields covered or edited. Accepted formats are JPG, PNG and PDF, up to five megabytes per file. Uploads go through the secure form in the account, because documents sent via live chat or ordinary email cannot be processed.

Review and timescales

A complete file is normally reviewed within 24 to 72 hours. If something is missing, the player receives a message explaining the reason and what is still needed, and the review period starts again once it arrives. The status of each uploaded file can be tracked in the account.

Common reasons for rejection

A rejection rarely has to do with the player and more often with the image itself. Blurred edges, flash glare over the details, an expired document, an address that does not match the profile and a card in a partner’s name are the most frequent cases. Retaking the photo in daylight usually solves the problem. If the same file is rejected twice, customer support can explain on request which part is unreadable.

How the data is handled

Documents are stored in encrypted form and can be viewed only by staff who need them for their work. They are not used for marketing and are not shared with other parties unless the law requires it. Retention periods follow UK GDPR, the Data Protection Act 2018 and anti-money laundering rules. Players can request access to the personal data held about them.

What happens without an approved file

Until the check is complete, a withdrawal request stays pending and some account functions may be restricted. If the requested documents are not provided, the profile is closed and deposits are returned to their source, minus any fees charged by the payment provider. Questions about an ongoing review go to customer support, which can say for each case which part of the file is still outstanding.