Purpose of This Policy
Every real-money account with us is linked to a verified person. Identity checks let us confirm that a player is 18 or over, that the name on the account matches the one on the documents and that each person holds only one account. They also protect your balance, because a payout can only go to the person we have verified. This policy explains what we ask for, at which stage and how the information is handled once it reaches us.
When Checks Take Place
Verification happens in two stages. At registration, a Cloudflare check screens out automated sign-ups, and the account is confirmed with one code sent to your e-mail and another sent to your mobile number. Identity checks are carried out through Inclave, our verification partner. Document review comes later, before the first withdrawal is released, and it runs alongside our standard payout review rather than after it. Until then, you can deposit and play as usual.
Documents We Request
Three types of document cover most cases. The first is a government-issued photo ID showing your full name, date of birth and a clear portrait. The second is proof of address, such as a utility bill or bank statement listing the same street, city and postcode you entered at sign-up. It should be recent, as a paper showing a former address will not be accepted. The third applies only to Visa and Mastercard users, who send a card authorisation form together with a copy of the card front. Deposits by Neosurf or Bitcoin do not require this step.
Requirements for Copies
Most delays come from the images rather than the documents themselves. All four corners must sit inside the frame, the text must be free of glare, and nothing should be cropped. A blurred corner is the most common reason a file is returned, and each retake extends the review by another day. It is worth checking a photo before you send it. The details on every document must also match your registration form exactly, down to the spelling of your name.
Additional Requests
Our general terms allow us to ask for further evidence in individual cases. Such requests are rare. When one is made, our agents explain over live chat what is needed, so you are not left to guess.
Review and Approval
Once a complete set of documents is in, withdrawals from AUD 100 move into review, which takes 7 to 10 business days, with payment following within a further 10. A review cannot be opened while anything is missing. Discrepancies such as a misspelt surname or an outdated postcode can hold a request for 7 to 10 business days while the records are reconciled. Sending everything early, and checking it first, is the simplest way to avoid that wait.
How Verified Records Are Kept
Documents are checked once. After approval they remain on file, so later withdrawals go through without a fresh submission. We use them to confirm your identity, age, address and card ownership, as described above. If your address or other details change, let our support team know, since most profile fields can be corrected through them and records that no longer match your profile will hold up the next payout.
Questions About Verification
Our support team answers through live chat 24 hours a day. If you are unsure whether a document will be accepted, ask before sending it. A short question at that stage usually saves several days later.