KYC Policy

1. Why KYC exists

Know-Your-Customer ("KYC") is the process by which we confirm that a player is who they say they are, that they are old enough and located in a permitted jurisdiction, and that the funds they deposit have a lawful origin. KYC is a legal obligation imposed by the Curaçao Gaming Control Board, by the FATF Recommendations and by international anti-money-laundering and counter-terrorism-financing law. It also protects you: a verified account is far less likely to be hijacked, withdrawals run faster, and disputes are resolved more easily.

This policy describes when KYC is triggered, what documents are accepted, how long the review takes, what happens when a check fails, and what privacy protections apply to the documents you upload.

2. KYC tiers and triggers

We operate three KYC tiers, each with its own trigger conditions and entitlements.

Tier 0 — basic (automatic at registration)

Required: email, password, country of residence, declared date of birth, IP geolocation consistent with declared country, device fingerprint not previously banned. Entitlement: deposit and play immediately; withdraw up to a cumulative cap published on the Deposit page (typically the equivalent of 0.5 BTC over any rolling ninety days). Most casual players never leave Tier 0.

Tier 1 — standard

Triggered when cumulative net deposits or withdrawals exceed the Tier 0 cap, when the player is in a higher-risk jurisdiction, when a velocity anomaly is detected, when a chargeback or fraud signal is received, or when a regulator requires it for a specific country. Required: government-issued photo ID (passport, national ID card or full driving licence), selfie liveness performed inside our KYC widget, proof of residential address dated within the last three (3) months. Entitlement: increased withdrawal cap and faster processing.

Tier 2 — enhanced (EDD)

Triggered when cumulative volume crosses the equivalent of $50,000 USD over any rolling twelve-month period, when the player is identified as a politically exposed person, when the player wishes to remove all withdrawal caps, or when blockchain-analytics scoring of the deposit funds requires it. Required: source-of-funds documentation (see Section 4) and, in the case of very high-volume players, source-of-wealth documentation. Entitlement: VIP-grade limits and dedicated account management.

3. Documents accepted

For photo identity we accept: international passport (with the machine-readable zone visible), national identity card with photo (front and back), and full driving licence with photo (front and back). The document must be in date, the photo must be clear and uncropped, and all four corners must be visible. Provisional licences, learner permits and university IDs are not accepted.

For proof of address we accept documents dated within the last three (3) months bearing your full name and the residential address you registered with: utility bill (electricity, water, gas, fixed-line internet — not mobile), bank or credit-card statement, government correspondence (tax notice, electoral registration), a tenancy agreement signed within the last twelve months, or a council-tax / property-tax notice. Screenshots and printouts of online portals are accepted only if they show the institution's branding, your name and address, and a statement date.

For selfie liveness we use a third-party identity-verification provider (Sumsub or Onfido). The session asks you to position your face in a frame and follow simple movement prompts; it takes under ninety seconds. We never store the raw biometric template ourselves; the provider stores it under its own retention schedule and shares only a pass/fail decision with us.

4. Source of funds (SoF)

Source-of-funds enquiries focus on the specific funds you have deposited. Acceptable evidence depends on how you came by those funds and is risk-graded; common combinations include the following.

• Salary: three (3) consecutive months of payslips plus the matching bank statement showing the salary credit and the subsequent crypto-exchange transfer.
• Self-employment / business income: most recent year's tax return or audited financial statement, plus the bank-to-exchange transfer.
• Sale of an asset (vehicle, property, securities): the bill of sale or completion statement, plus the bank credit, plus the exchange transfer.
• Inheritance or gift: probate documents or a notarised gift declaration, plus the bank credit, plus the exchange transfer.
• Investment returns: brokerage statement showing the realised gain, plus the bank-to-exchange transfer.
• Crypto-native wealth: chain-of-custody evidence linking the deposit wallet back to a previously documented source (mining pool payouts, prior exchange withdrawals from a verified account, employer crypto-payroll records). Wallets that originate at a coin-mixer, darknet market or sanctioned address are not acceptable and will be rejected outright.

Documents in a language other than English, Spanish, Portuguese or Dutch must be accompanied by a certified translation. We never accept screenshots without the institutional context that lets us confirm the document is genuine.

5. How to submit documents

KYC submissions are made inside the KYC widget on your profile page; no documents should ever be sent by email or chat. The widget guides you through each step, runs basic quality checks (focus, glare, edge detection) and re-prompts you if a capture is unusable. You can save and resume progress at any time. The widget is provided over TLS 1.3 and the documents are uploaded directly to the verification provider; they are not stored on our application servers in raw form.

6. Processing time and outcomes

Tier 1 verifications complete in under thirty (30) minutes for the median case and within twenty-four (24) hours for the worst case. Tier 2 verifications take up to seventy-two (72) hours from receipt of complete documentation and may require follow-up clarification. We will email you when the review is complete and the outcome is one of the following.

• Pass: your tier increases and your limits update automatically. Pending withdrawals are released immediately.
• More information needed: the message will name the specific document or angle required and how to retake it.
• Fail: in rare cases (suspected forgery, sanctions match, age below 18) the application is failed. Where law permits we will tell you the reason; where it does not (a "tipping-off" prohibition) we will not. You may appeal through [email protected].

7. Privacy and security of KYC data

KYC documents are processed under our Privacy Policy as a legal obligation. They are encrypted in transit (TLS 1.3) and at rest (AES-256), held by certified verification providers operating in the European Union or the United Kingdom, accessible only to a small AML-trained team on a strict need-to-know basis, and retained for the period required by AML law (currently five years from account closure). At the end of that period the documents are deleted irreversibly. We never share KYC documents with marketing teams, advertisers, affiliates or game providers and we never sell them.

8. Re-verification and account changes

You must update your KYC if your legal name, residential country or other registered details change. You must also re-verify if more than three (3) years have elapsed since the last successful verification, if the document presented at the previous verification has expired, or if a new risk signal is triggered. We will prompt you in-product when re-verification is needed; in most cases only the changed item needs to be re-submitted.

9. Refusal, escalation and complaint

If you believe a KYC decision is wrong you may escalate through [email protected]. The MLRO will personally review the case and respond within fifteen (15) business days. If you are not satisfied with the response you may complain to the Curaçao Gaming Control Board or to the supervisory authority of your habitual residence in the EEA or UK.

10. Contact

KYC support: [email protected]. Compliance and appeals: [email protected]. MLRO: [email protected].