What does KYC mean?

KYC means 'Know Your Customer" and it is a standard process that is a requirement for licensed gambling companies. A KYC check refers to the process of identifying and verifying the customer's identity.

Why do I have to send documents?

We are licensed and regulated by the CEG (Curacao eGaming) and therefore we are required to validate your identity at a certain point. Essentially, we wish to secure your funds and want to be certain that we are paying out your winnings to you and nobody else. We also need to be sure that the deposits you have made to your account have come from legitimate sources.

When should I send in the documents?

You will receive a pop-up notification or an email from us asking you to verify your identity in order to validate your member account details. There is the possibility that we re-request a new document such as a new ID to keep your account info updated.

Can I upload my documents without being asked to do it?

Yes, you can. This way you can ensure that your gaming experience will not be interrupted due to a routine check.

How do I upload my documents?

You can use the document upload feature by heading to your account settings and then selecting “Verify Account”. Make sure you have your documents ready before entering the upload feature in order to speed up the process. Please note that due to security reasons we don’t accept documents via email.

What type of documents do you require?

ID - In order to verify your identity, we need to see a government-issued photo ID: passport, driver's license or national ID card. This ID should be valid and unbroken, and if you use a driver's license or ID card, we would need a copy of both sides. Please ensure that the images are clear and all 4 corners of the document are visible. Do not cover any part of the image.

Proof of Address - We need to see a utility bill (electricity, water etc), bank statement or official government-issued letter that has an issue date within the last 3 months. You can take a photo of the paper document and upload it or upload the document as a PDF file. On this document we need to see the following:

Your name
Your address
The issue date
The company name/ logo

Please ensure you can see all of the above and all four corners of the document in order to verify your proof of address document.

How do I know if my documents have been verified?

As soon as your account has been verified we will send confirmation to your registered email address. If any of the documents you have sent us do not meet our requirements we will let you know via email as soon as possible. This process could take a little time, therefore, if you need any further assistance regarding this matter, please do contact us via live chat and we’ll be happy to help!

Why have my documents not been approved?

We need to see certain information on the document in order to verify the document correctly. If we cannot see the required information, we will need to re-request the document. In order to speed up the verification process, please check the required information and make sure the documents are properly visible before sending them over to us.

Below you can see the most often occurring failure reasons:

The whole document (all four corners) is not visible
The picture is not readable - it's either too blurry or flash hides some data
The document is expired - ID needs to be still valid and POA maximum 90 days old

How long does the verification process take?

As soon as your documents have been checked and verified by us, you will receive a confirmation email. If your documents could not be verified or further Information is needed, you will be informed. Feel free to contact us if you have any questions regarding this or the status of your verification. Our customer support is happy to help you further!

What if my ID document expires?

If your document expires then we will notify you via email and ask you to upload a new valid document.

What if my name has changed (got married etc.) and doesn't match my account information anymore?

If your verification fails due to this, please contact our customer service and they will gladly assist you.

Are my documents safe?

Yes, your documents are kept in a secure environment and only accessible to the relevant staff.

What if my document expires?

If your document expires then we will notify you via email and ask you to upload a new valid document.

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