This Policy describes the documents and information we request, why we request them, and how you can provide them to us.
Please read this policy together with our General Terms and Conditions, and make sure you fully understand and agree with it. If you register an account on our site, you must accept and agree to be bound by this Policy.
Why do we request documentation and verify your account details?
Like all licensed gambling operators, we are required by gambling and anti-money laundering regulations to conduct checks to verify your identity, age and (where necessary) the source of any funds deposited on our site.
When and why we conduct enhanced due diligence
As part of our commitment to responsible gaming, social responsibility and money laundering regulations we are required to conduct enhanced and on-going due diligence on your account.
These enhanced due diligence verifications include additional identity verification steps and verifying the source of the funds or income and levels of affordability in relating to your gambling activity.
Why we may ask you about your finances
As part of our social responsibilities, we aim to do our part to ensure that gambling is fair, safe and free of crime, and we want to know that our customers are not falling into financial difficulties due to their activity on our site, or are gambling with money they don’t have.
We may therefore ask you questions and sometimes request documentation related to your financial situation, your income and how much you can afford to gamble on our site.
Additional Identity Verification steps
Due to an increase in electronic and identity fraud we do sometimes conduct additional verification steps to re-confirm your identity, address, and contact details, in addition to our electronic database and documentation checks.
These additional measures may include:
- Requesting a photo of you holding your identity document next to your face (a “selfie”)
- Requesting that you verify your email address by clicking a verification link in an email we send you.
- Requesting a phone verification by calling you on the provided number and/or requesting a phone bill showing that the number is owned by you.
What documents do we request?
In general, we may request the following documents:
- A copy of your passport, national identity card or driving license to verify your identity and age
- A recent utility bill or bank statement as proof of address
- Bank statement, card copy or screenshot from your e-wallet account as proof of ownership of the account used for depositing and/or withdrawing
Please note that we do not accept insurance documents, letters from your bank, hospital documents, mobile phone bills and any other documents not issued by official authorities.
Why we may ask for your bank statements
While we understand that your bank statements contain sensitive personal information, we may sometimes request them in order to complete our checks. Bank statements help us understand your financial situation and income pattern, and help us easily identify the source of the funds.
We do ask that when providing bank statements, you provide the original PDF documents as downloaded from your bank. This will aid us in completing our checks quickly and efficiently, and minimise any inconveniences or account restrictions due to these requests, and make sure you can continue enjoying our site.
Source of Funds and Wealth
In line with our license conditions, we may in some cases ask you to verify the source of funds used on our site.
To do this, we will send you a short online form requesting information about your occupation, income and the source of the funds used on our site.
We may also ask for documentation evidencing the source of funds. We accept the following as evidence of source of funds:
- A recent bank statement showing income from an identifiable source
- Proof of income such as a recent pay slip, director remuneration, dividends or pension statement
- A trust deed showing entitlement to funds
- Dated proof a payment you received
- Other clear evidence showing the source of the funds used on our site and your wealth
Additionally, we may require a bank or e-wallet statements showing sufficient information that allows us to trace the deposits on our site to the source of funds.
Why we may ask for additional documents
Please note that after you have provided us with requested documents, we may ask for additional ones.
We may do this for a number of reasons:
Firstly, our license conditions require us to conduct ongoing monitoring of player accounts and activity. It can be that we accepted your documents at one point, however further activity on our site required or prompted us to recheck the source of funds or other information, or to ask for addition documentation.
Secondly, guidelines provided to us by our regulators require us to ensure that we have clear evidence concerning the source of funds used on our site. We may therefore ask you to provide further information and additional documentation in order to complete our checks.
When and how should you send your documents?
We will let you know by email when a document is needed.
The email will include a link to our document dropzone – an encrypted server where your documents will be stored securely.
You will be able to upload the documents by either selecting them from your computer or mobile phone, or by using your phone’s camera to photograph the document.
If you would like to send us your documents before we ask for them, please contact our support team, and they will send you the link to our document dropzone.
We accept files in the following formats: jpg, pdf, and png.
In some cases, we may ask for a certified (and/or notarised) copy of the documents to be sent to us.
Here are a few guidelines to follow when sending us your documents. Following these guidelines will help us approve the documents quickly, and ensure you’re able to continue enjoy our site.
- Documents should be clear, legible, and we should be able to see the complete uncropped document.
- Documents must be in full colour (we do not accept black and white copies).
- Digital photographs of documents should be taken in a well-lit room without flash.
- Proof of address must be no older than three months.
- Your ID or passport must be valid.
- Debit cards must be signed, and the first 6 and last 4 digits must be visible. (For your security, please cover the middle digits and the CVV)
We will provide you with any specific requirements and additional guidance in the email where we request the documents.
How do we store your documents?
What happens if you don’t send the requested documentation or we are unable to verify the rest of your details?
If we do not receive the requested documentation or we are unable to verify the rest of your details, we may restrict your ability to deposit, withdrawal or access your account.
In cases where we, acting reasonably, are unable to complete our checks satisfactorily, we may suspend or terminate your account and void any balance, in line with our terms and conditions
What other verification checks do we do?
Besides for requesting documents from you, we may conduct our verification checks in other ways.
In line with regulation, these alternate verification methods include verifying your details against third party databases, and/or checking other opensource information.
Last updated: 04 May, 2020.