Verifying Your Account
Please find below some detailed information on our verification process. Simply click the links to be taken to the required section:
- Why do I need to verify my account?
- Why have I failed the verification check?
- How can I verify my account?
- Where are the numbers I need on my Passport or Driving Licence?
- I don't have a Driving Licence or a Passport, what can I do?
- I can't verify online, what documents do I need to send and where do I send them to?
- What happens if I don't upload my documents?
As a responsible operator, and in line with our compliance policies and procedures, we check every account that's opened with us to verify the identity of the account holder and make sure they're 18 years old or over. If this verification process is successful, you'll be able to access your account from the word go without any contact from us about it.
Verifyng your age and identity is a requirement of our licensing conditions under the UK Gambling Commission.
However, even if you are old enough to have an account with us, occasionally our verification check will be inconclusive. In these circumstances we need additional information or documentation to verify your account.
Depending on the level of information that's required we may take steps to restrict your account until these checks have been satisfactorily completed. This may mean that you can continue to make deposits and place bets or play games for a short period of time, however until we've been able to successfully verify your account you'll be unable to withdraw any funds.
If the verification process is unsuccessful and we need some addtional information we'll let you know.
The automatic check we have in place cross-references details with a variety of sources such as the electoral roll, births index, mortality index etc.
On occasion, details on these sources can be out-of-date or details entered on registration can have slight errors in them. If this is the case we need additional information to assist us to verify your account.
If we've been unable to verify your identity in full automatically we'll contact you with a link to upload proof of identity to our secure online documents portal.
In such cases we would require you to upload either your Driving Licence or Passport. If you choose to use a Passport we'll also need to see a utility bill dated within 3 months to confirm your address.
You may also be presented with the option to enter your UK Driving Licence or Passport online. If this is applicable to your account you'll be prompted to enter the details when you attempt to deposit, bet or play. If this check is then successful you'll be able to continue making deposits and placing bets or playing games for a short period of time, however we'll need to see further documentation before you'll be able to withdraw. If this is the case we'll contact you to let you know.
For details on where the numbers you're required to enter are located on your Passport or Driving Licence, please see the examples below:
I don't have a UK Driving Licence or a Passport, what can I do?
If you don't have these details, please get in touch and we'll look into it further for you. In the rare case where we can't resolve this for you after you've contacted us, we'd ask you to send in copies of certain documents to prove your details.
Please contact us and we'll send you a link to assist you to upload your documents to our secure online documents portal.
If we request documents from you but don't receive them within the specified timeframe, your account may be temporarily suspended until we can fully verify your details. This means that you will not be able to deposit, withdraw or place any bets on your account until we have been able to verify your details
You can email your documents for review to firstname.lastname@example.org, this will be processed by our security team within 48 hours of receipt