My KYC submission was rejected — what do I do?

First: read the rejection email

We send a specific reason. Common ones:

"Document blurred / unreadable"

Re-take with:

• More light (natural daylight is best)
• ID flat on a dark surface, not held in hand
• Phone camera (modern phones beat scanners for ID quality)
• All four corners visible

"Document expired"

ID expired? Use a different valid government ID, or renew first. Proof-of-address over 90 days old? Get a fresher one.

"Name doesn't match account"

If you've changed your name (marriage, divorce, legal change):

• Upload the legal name-change document alongside the ID
• Update your Cinoslots account name first if possible (Profile → Account → Display name supports a separate "legal name" field)

"Address doesn't match"

Your account address differs from the proof-of-address. Update the account first under Profile → Account → Address, then re-upload.

"Liveness failed"

See selfie liveness. Most common fix: use mobile phone in better lighting.

"Document type not accepted"

You uploaded an internet bill or mobile bill. Use a utility bill (electricity, gas, water, council tax) or bank statement instead.

"Document appears to be edited"

Means our automated check detected possible Photoshop. If you didn't edit it, scan/photograph again from the original. Don't crop, don't rotate beyond auto-orient. Don't open in Photoshop and re-save (the metadata will trigger us again).

"Document looks fake"

If you genuinely uploaded a real document and got this rejection, contact support directly — there may be a false positive in the automated check that humans can override.

How to resubmit

Profile → Verification → click the rejected document → Re-upload.

Don't open new tickets — re-uploading on the same record is faster.

How many attempts allowed?

Practically unlimited. We don't penalize legitimate retries. If you've failed 5+ times for the same reason, contact a human compliance agent via support — the issue may need manual review rather than automated checking.

What if you can't pass KYC?

Some rare scenarios:

• No government ID (unusual but possible) — we have alternative pathways involving notarized affidavits. Contact compliance for case review.
• Name on ID doesn't match real-world name — provide marriage cert, deed-poll change, court order
• No fixed address (digital nomad, recently moved) — we have alternative POA processes; ask compliance

We work hard to verify legitimate players. We rarely give up on someone who genuinely is who they say they are.

Account state during rejection

While you're still working on KYC:

• You can still deposit and play (KYC blocks withdrawals over the threshold, not gameplay)
• Withdrawals up to your pre-KYC tier are still allowed
• No bonuses are forfeited
• Your account stays in good standing

Help

Live chat agents have access to a "compliance escalation" channel. If you've been bounced twice and don't understand why, ask the chat agent to escalate. Within an hour, a real compliance officer will email you with specific guidance.