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KYC Policy (Know Your Customer)

Frenzy Casino is committed to ensuring that all processes of gaming on the site are honest, safe and reliable. We consider it unacceptable to allow criminal activity in the Frenzy Casino services and strive to prevent fraudulent games.

As part of our fraud prevention controls, the Frenzy Casino service may, at its discretion, request player details to verify their intentions. The service may request personal data as well as proof of identity, place of residence, proof of ownership of payment details and accounts from which deposits have been made to the services of Frenzy Casino. The information provided must match the information provided when you registered your account with Frenzy Casino.

This verification process is known as 'Know Your Customer' (KYC) and will be initiated for a number of reasons. The process is quick and simple and is usually resolved in a very short time.

Why does the Frenzy Casino service request KYC documentation?

In order to adhere to transparency in our operations and create a safe and secure environment for players, we need to confirm the identity of players.

In some cases, you will be required to provide KYC documentation so that you can continue to use your gaming account. Some of these include verification that you are under the age of 18, that the personal details in your player account match those on your ID Card, and for other reasons.

Confirmation of the payment method used in your account will also be required when you reach a total of €1000 in one-off or cumulative deposits or withdrawals.

We may also request KYC documentation when there is a withdrawal request and there are no deposits in the gaming account.

What documentation does the player need to send in for verification?

When you are asked to upload your KYC documentation, first be aware that the images you send in must meet certain quality requirements in order to pass the KYC inspection. Photo and document requirements:

  • The entire document, including the borders of the document, must be shown;
  • The document must be in colour; black and white copies will not be accepted;
  • The photo or copy should be clear, without any blurred elements or attributes of edited documents;
  • The document the player sends must be up-to-date, which can be checked by the date of the document. Expired documents will not be accepted.

Photos that do not meet these initial quality requirements may be rejected to confirm your KYC status. With this in mind, the following documents will be requested for proper verification of your account:

  1. Personal identification: passport, driving licence or any other document proving the identity of the player. It is important that these documents are up to date and valid.
  2. Proof of address: a document clearly indicating your current address and no older than 3 months. This can be a utility bill, bank statement or official government document. Full name, address and date of issue must be clearly visible.
  3. Proof of deposit: In addition, the player may be asked to provide a picture proving your ownership of all payment methods used in the gaming account, which may include:
    • Copies of the credit card (front and back): The front copy should only show the first six and last four digits of the card number. You can cover the other digits. We need to see your full name and expiry date. For the back copy, please also close the CVC/CVV code on the back of the card. The card must be signed.
    • E-wallet screenshot: your name and details should be visible in the screenshot, as well as e-wallet logo and first 6 digits of the wallet address
    • Bank Statement: An official document from your bank for your bank account used for deposits and withdrawals. This can be an image of a printed statement or a screenshot of an online statement.

All KYC materials should be sent to support@frenzycasino.io

Next steps after submitting your KYC documents

Once Frenzy Casino has received the necessary documents in good quality, our KYC team will verify your identity and, for example, grant you access to withdrawals from your account or reopen your account.

What should I do if the KYC documents submitted have been rejected?

Some of the reasons why uploaded documents may not pass inspection include:

  • the picture is cropped or too blurry to make out details
  • the image is illegible for any other reason
  • the document has expired
  • document is under another's name
  • the uploaded picture is not related to the field it was uploaded in (for instance, uploading of the utility bill in the "Personal Identifier" field or vice versa)
  • the picture is black and white/copy of a copy (instead of the original picture)
  • the picture is not relevant to what is requested

Before uploading the documentation, make sure that the image quality requirements are met, so that you don't have to upload the documentation again and repeat the process.