Account verification is a mandatory security process that confirms your identity before your first withdrawal. This process protects your account and ensures compliance with financial regulations.
We require specific documents to verify your identity and address. The verification process typically takes up to 10 business days after you submit all required documents. You have 30 days from the verification request to submit your documentation.
Verification is straightforward when you understand the requirements. Clear photos of valid documents, accurate information matching your account details, and proper file formats ensure quick approval without delays or rejections.
Account verification, also known as KYC (Know Your Customer), is a security process that confirms you are the legitimate account holder. This process prevents fraud, underage gambling, and money laundering.
Every player must complete verification before making their first withdrawal. This is a one-time process unless your personal information changes, requiring updated documentation.
Verification becomes mandatory at specific points during your account lifecycle. The most common trigger is your first withdrawal request.
You will receive an email notification when verification is required. This email includes instructions and a deadline for document submission. Check your account dashboard for verification status and outstanding requirements.
We require two main document categories for standard verification. Most players need government-issued photo identification and recent proof of address.
| Document Type | Examples | Requirements |
|---|---|---|
| Government ID | Passport, Driver's License | Valid, unexpired, all corners visible |
| Proof of Address | Utility Bill, Bank Statement | Issued within last 3 months |
| Payment Method | Card photo, e-wallet screenshot | Only if specifically requested |
Your documents must show your full legal name exactly as it appears on your account registration. Any mismatch between document names and account details will result in rejection.
All documents must be current and valid. Expired identification or outdated address proof will not be accepted. The information must match your registered account details precisely including spelling and formatting.
We accept Australian passports and driver's licenses as valid government identification. Your ID must be current and not expired at the time of submission.
| ID Type | Valid For | Must Show |
|---|---|---|
| Passport | Identity verification | Photo page, full name, DOB, expiry date |
| Driver's License | Identity verification | Photo, full name, DOB, address, expiry date |
Your government ID photo must meet specific quality standards to be accepted.
Screenshots of digital IDs are not accepted. You must photograph or scan the physical card or passport. Both sides of your driver's license should be uploaded if both sides contain relevant information.
Proof of address must be a recent official document showing your full name and current residential address. The document must be issued within the last 3 months.
| Document Type | Date Requirement | Must Include |
|---|---|---|
| Utility Bill | Within 3 months | Full name, address, issue date, provider logo |
| Bank Statement | Within 3 months | Full name, address, statement date, bank logo |
| Council Rates | Within 3 months | Full name, address, issue date, council details |
The address on your proof of address document must exactly match the address you provided during account registration. Any discrepancy will cause rejection and require you to either update your account address or provide a different document.
Accepted utility bills include electricity, gas, water, internet, or phone bills. Mobile phone bills are generally not accepted as proof of address. The document must clearly show the service provider's logo and your account details.
Payment method verification may be requested for certain deposit or withdrawal methods. This is typically required for credit or debit cards and sometimes for e-wallets.
For card verification, photograph the front of your card showing the first six and last four digits. The middle digits should be covered or obscured. The card must show your name, expiry date, and be the same card used for deposits.
Never photograph the CVV code on the back of your card. Cover this security code before taking the photo. We never need to see your full card number or CVV for verification purposes.
Documents are uploaded through your account profile section. The upload process is straightforward and accepts common file formats.
Upload each document separately and ensure you select the correct document type for each file. Uploading a utility bill under the ID category will cause processing delays.
Accepted file formats include JPG, PNG, and PDF. Files should be under 10MB in size. If your file is too large, reduce the image quality slightly or use compression tools while maintaining readability.
Document photos must meet minimum quality standards to pass verification. Poor quality photos are the most common reason for rejection.
Before uploading, verify your photos meet all requirements using this checklist.
Take photos in good lighting conditions, preferably natural daylight. Use a plain background to ensure the document stands out clearly. Hold the camera directly above the document to avoid distortion or skewed angles.
Document verification takes up to 10 business days from the time you submit all required documents. Most verifications are completed faster, often within 2-5 business days.
| Stage | Timeframe | Action Required |
|---|---|---|
| Document Upload | Immediate | Upload all required documents |
| Initial Review | 1-3 business days | Wait for team to review |
| Additional Requests | Varies | Respond within 30 days if requested |
| Final Approval | Up to 10 business days total | Receive confirmation email |
Business days exclude weekends and public holidays. If you submit documents on Friday evening, processing typically begins the following Monday. The 10-day timeframe starts from the date all documents are successfully uploaded.
You will receive an email notification when your verification is approved or if additional information is required. Check your registered email regularly during the verification period. Some verifications complete faster if all documents are clear and accurate on first submission.
You have 30 days from the date of the verification request to submit all required documents. This deadline is strictly enforced for account security and regulatory compliance.
The 30-day period begins when you receive the verification request email or when you attempt your first withdrawal. Missing this deadline may result in account restrictions until verification is completed.
If you cannot provide documents within 30 days due to exceptional circumstances, contact support before the deadline expires. Extensions are rarely granted but may be considered for genuine issues such as lost documents requiring replacement from government agencies.
Your verification status is visible in your account dashboard. This status updates as our team processes your documents.
Status indicators typically show pending, under review, approved, or rejected. If your status shows rejected, the details section will explain which document was rejected and why. This information helps you correct the issue before resubmitting.
Document rejections occur when submitted files do not meet quality standards or contain information mismatches. Understanding rejection reasons helps you avoid repeated failures.
Poor image quality is the most common rejection reason. Blurry photos, dark images, or files with glare make text unreadable and documents unverifiable.
Your document information must exactly match your account registration details. Even small differences in spelling, middle names, or address formatting cause rejection.
Address proof documents must be dated within the last 3 months. Older documents are automatically rejected regardless of quality.
If you have tried resubmitting documents multiple times without success, contact our support team for personalized assistance with your verification. Support can review your specific situation and provide targeted guidance on what needs correction.
Rejected documents can be corrected and resubmitted through the same upload process. Address the specific issues mentioned in the rejection notice before uploading again.
The rejection email contains specific reasons explaining why each document failed. Read this information carefully before attempting to resubmit.
If your documents are rejected multiple times despite corrections, personalized support assistance may be necessary to identify the specific issue.
Failing to submit verification documents within the 30-day deadline results in account restrictions. Your ability to withdraw funds will be suspended until verification is completed.
Deposits and gameplay typically remain available during the verification period. However, all winnings will be held and cannot be withdrawn until you complete the full verification process.
If you missed the deadline, submit your documents as soon as possible. The verification process will proceed normally once documents are received. Repeated failures to verify may result in account closure and forfeiture of funds in extreme cases.
Approved verification removes all withdrawal restrictions from your account. You can process withdrawals without additional verification requirements unless your personal information changes.
Once your account verification is approved, you can request your first withdrawal and access your winnings without restrictions. The withdrawal will process according to the standard timeframes for your chosen payment method.
Your verified status remains active unless you change registered personal information, add new payment methods, or if periodic re-verification is required after extended account inactivity. Most players complete verification once and never need to repeat the process.
You need two main documents for verification: government-issued photo ID (passport or driver's license) and proof of address dated within the last 3 months (utility bill or bank statement). Payment method verification may also be requested for certain deposit methods, requiring a photo of your card or e-wallet screenshot.
Log into your account and navigate to your profile or account settings section. Locate the verification or documents upload area, select the document type from the dropdown menu, and click upload to choose the file from your device. Upload each document separately in JPG, PNG, or PDF format under 10MB file size.
Verification processing takes up to 10 business days from the time you submit all required documents. Most verifications are completed within 2-5 business days if all documents are clear and accurate on first submission. You will receive an email notification when your verification is approved or if additional information is required.
Read the rejection email carefully to understand the specific reasons for rejection. Common issues include poor photo quality, information mismatches, or outdated documents. Address each issue mentioned in the rejection notice, take new photos meeting all quality requirements, and resubmit through the same upload process in your account verification section.
Accepted proof of address documents include utility bills (electricity, gas, water, internet), bank statements, and council rates notices. The document must be issued within the last 3 months and clearly show your full name, current residential address, issue date, and the provider or institution logo. Mobile phone bills are generally not accepted.
No, a passport is not mandatory for verification. We accept either a valid Australian passport or driver's license as government-issued photo identification. Choose whichever document you have readily available and is current (not expired). Both are equally acceptable for identity verification purposes.
Log into your account and navigate to your profile or account settings section. Look for the verification status or KYC status indicator which typically shows pending, under review, approved, or rejected. Check your registered email regularly for verification-related messages from our team with updates or additional document requests.
You have 30 days from the date of the verification request to submit all required documents. This deadline begins when you receive the verification request email or when you attempt your first withdrawal. Missing this deadline may result in account restrictions until verification is completed.
No, account verification must be completed before your first withdrawal. You can continue to deposit and play during the verification period, but all withdrawal requests will be held pending until your identity and address are verified. This is a mandatory security requirement for all players.
Payment method verification may be requested for certain deposit or withdrawal methods, particularly credit or debit cards. If required, you will need to photograph the front of your card showing the first six and last four digits with the middle digits covered. Never photograph the CVV code. E-wallet verification may require an account screenshot.
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