In order to maintain the highest level of security, we require all our members to provide us with certain documentation in order to validate their accounts.
Here are some FAQ's:
Why do I need to provide documentation?
There are several reasons. We are committed to providing a socially responsible platform for recreational gaming. All of our members must be 18 or older and we are bound by our licensing agreement to verify this.
Secondly, as a respected online and global company it is in our interests to guarantee maximum security on all transactions.
Thirdly, our payment processors require that our policies are in line with international banking standards. A proven business relationship with each and every member is mandatory for the protection of all parties. Our licensing agreement also obliges us to comply with this.
Finally, by ensuring that your account details are absolutely correct, the inconvenience of 'missing payments' can be avoided. It can take weeks (and sometimes months) to trace, recall and resend using the correct information. This lengthy process also results in additional fees from our processors.
What documents do I need to provide?
Proof of Identity: A color copy of your photo ID such as a passport or Drivers' License is preferred. If you don’t have either of these, certain other official identification cards may be permissible. These will be reviewed on a case-by-case basis. Proof of ID must have at least three months' validity.
Proof of address: Your government issued ID (passport or Drivers' License) may also serve as proof of address if all details are clear, if it has not expired and if the address on the ID matches the one on your account.
If the address on your ID is different from the one on your account then we will require additional proof of address. A recent utility bill (water, electricity, cable, cell phone) in your name is best, but a bank statement or credit card statement is also acceptable. The bill or statement must be less than 6 months old.
When do I need to provide these documents?
We greatly appreciate your cooperation in providing these at your earliest possible convenience to avoid any delays in processing your transactions. We must be in receipt of the documents before you can request a withdrawal. Under special circumstances we may require the documents before further activity (deposits and wagering) can take place on your account.
These documents need only be provided once and will last a lifetime on your account, enabling flexible deposit options and fast-tracked withdrawals.
What sort of ID do I need to send to verify my account?
Where ID has been requested, we require you send a color copy of your valid Driver’s License or Passport which clearly shows your name and your date of birth. If sending a passport copy it must display the MRZ or Machine Readable Zone which is usually at the bottom of the identity page. The document must have at least three months validity.
In the case of documentation requested for withdrawals (in keeping with our KYC policy), if your ID shows the same address as the one on your account, this one document may serve for both proof of identity and proof of address.
What sort of document do I need to send for Proof of Address?
To complete the Proof of Address verification, a utility bill or any credit card or bank statement showing your current billing address and name can be provided. If you don't have a standard utility bill in your name you can send any of these: a bank statement, credit card statement, cell phone bill, cable TV bill or even an insurance bill as long as it is an official paper statement, showing the address on file and the issuing company's logo.
Where do I send my scanned documents for verification of my account?
Please scan your documents, save them preferably as jpegs and upload them in our secure form in the My Account section of the site.
Please check the quality of your scans to ensure that all pertinent information is legible. The attachment or attachments should not exceed 5MB in total and ideally should be much smaller.
If you do not have access to a scanner you can also use a digital camera (or even your phone) to take a clear photograph of the required documentation. You can then upload the image to your computer as a jpeg file and send it to us as described above. If you use your phone, you can navigate to the secure form on our site using your phone's internet browser and upload the picture in the same way.
Please ensure that the image shows all information on the documentation clearly. It must be in focus and adequately lit so that all text on the documentation is legible.
Is it safe to send you my documents to verify my account?
Absolutely. The security of our members' information is very important to us. All files are protected with the highest level of encryption at every step of the review process. All documentation received is treated with the utmost respect and confidentiality.
What can I do if the secure upload form didn't work for me?
If you have been unable to upload your documents via the secure form on our website, please attach them to an email and send them to our player services representatives.
Remember, you can only attach 5MB to a single email so if you have large or numerous scans you may have to send more than one email. Please make sure your customer ID (account) number is on the subject line.