KYC Policy

If we are unable to verify your identity, we will contact you by email to explain what went wrong and what you need to do to resolve it. This avoids any waiting period when you want access to your funds. In practice, most accounts are verified faster than this — often within a few hours during business periods.
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Proof of address requirements are specific and commonly misunderstood. The verification clock begins once all three have been submitted. Our compliance team handles all document queries personally. You can find full details of how we handle all personal data in our Privacy Policy.
You can register, deposit, use bonuses, and play without submitting any documents – the check is triggered when you first request a payout. You can play, deposit, and use bonuses without completing it, but no withdrawal will be processed until all three document types have been submitted and approved. If your first withdrawal request is submitted at the same time as your documents, the withdrawal enters the pending queue but will not be processed until verification is approved.
It is not part of the standard KYC process for most accounts. Video verification is an additional step that may be requested in specific circumstances. Using a document that does not meet the criteria is one of the most frequent causes of initial rejection.
It is not personal — it is a regulatory requirement and it protects all players on the platform. It is a verification process required by our Curaçao gaming licence and international anti-money-laundering (AML) regulations.
The payment method document confirms that the account used to deposit belongs to you and not a third party. Yes, in specific circumstances – typically for large win payouts or accounts flagged for additional security checks. Receiving a video verification request is not a sign of a problem with your account – it is an additional identity check used for specific account circumstances. Live chat can check the status of a pending verification but cannot approve or accelerate documents – that requires the verification team’s email queue. Once all three documents are approved and verification is confirmed, your account is fully unlocked for withdrawals.
The standard 24-hour pending window then applies as it does for all accounts. If a second account was created by mistake, contact support immediately before depositing into it. Duplicate accounts are detected automatically through KYC cross-referencing. Only one account per person is permitted across the platform.