KYC Policy

What Is KYC and Why Does It Exist

KYC stands for Know Your Customer. It is a standard procedure used by licensed financial institutions and gambling operators worldwide to verify the identity of their customers before processing significant financial transactions.

SpinBet Casino is required by its Curacao eGaming licence to conduct KYC checks on all players before processing withdrawals. This is not a bureaucratic formality — it is a legal obligation designed to prevent fraud, money laundering, and underage gambling.

From a player's perspective, KYC protects you too. It ensures that no one else can withdraw funds from your account, and it gives you a clear record of your activity with us. Completing verification early also means faster withdrawals later — verified accounts are processed as a priority.

When Verification Is Required

You can register and explore SpinBet without verifying your identity. You can also make deposits and play any game in real-money mode before verification. However, there are specific moments when we will ask you to complete KYC:

• Before your first withdrawal — no exceptions. Funds will not be released until your identity and payment method are confirmed.
• When your cumulative deposits reach a threshold determined by our compliance team — this is a standard anti-money laundering trigger.
• When we detect unusual account activity or transaction patterns that require clarification.
• When you request a large withdrawal — typically anything over NZ$2,000 in a single transaction.
• At any point if required by our licensing authority or relevant regulatory bodies.
• When you request a change to your registered payment method.

If verification is requested, your account will remain fully functional for gameplay. Only withdrawal processing will be paused until verification is complete.

Proof of Identity

To verify who you are, we need a government-issued photo ID. The document must be valid — not expired — and must show your full legal name, date of birth, and a clear photograph.

Accepted documents

• New Zealand passport — the preferred document for NZ players. Shows name, date of birth, and photo clearly.
• New Zealand driver's licence — accepted if your full name, date of birth, and photo are clearly visible.
• Foreign passport — accepted from players in any jurisdiction where SpinBet operates.
• National identity card — accepted from countries where this is the primary form of government-issued ID.

Document requirements

• The document must be valid and in-date at the time of submission.
• All four corners must be visible in the image. Do not crop or cut the edges.
• The text must be legible. Blurry, overexposed, or dark images will be rejected.
• Colour images are required. Black and white copies or photocopies are not accepted.
• The file must be in JPG, PNG, or PDF format and under 10MB.
• Do not cover any part of the document, including expiry dates, document numbers, or the hologram.

Proof of Address

We need to confirm that the address you registered with is your actual place of residence. This is a standard part of AML (Anti-Money Laundering) compliance and is required for all players before their first withdrawal.

Accepted documents

• Utility bill — electricity, gas, water, or internet. Must show your full name and residential address.
• Bank statement — from a recognised bank, showing your name and address on the statement header.
• Government correspondence — official letters from Inland Revenue, Work and Income, or local council.
• Tenancy agreement — a signed rental contract with your name and address is accepted.
• Mortgage statement — accepted as long as name and property address are clearly shown.

Document requirements

• The document must be dated within the last 3 months.
• Your full name and residential address must match the details on your SpinBet account.
• PO Box addresses are not accepted as proof of residence.
• The document must clearly show the issuing institution's name or logo.
• Digital statements downloaded from online banking are accepted as long as they are unedited PDF files.

Payment Method Verification

In addition to proving your identity and address, we may ask you to verify the payment method you used to make deposits. This step ensures that the funds in your account were deposited by you personally, and not by a third party.

For bank cards (Visa / Mastercard)

• A photograph or scan of the front of your card, showing the cardholder name and the last four digits. You should cover the middle eight digits for security.
• The card must be in your name. Third-party cards are not accepted under any circumstances.
• If you have used multiple cards, we may request verification for each one.

For e-wallets (Skrill, Neteller, POLi)

• A screenshot of your e-wallet account dashboard showing your name and account email address.
• The name on the e-wallet account must match the name on your SpinBet account exactly.

For cryptocurrency

• We require confirmation that the wallet address used is under your direct control.
• A screenshot of the sending wallet with the transaction hash visible is typically sufficient.
• Third-party cryptocurrency exchanges or payment processors must be declared at the time of deposit.

Enhanced Due Diligence

For some players, standard KYC is not enough. Enhanced Due Diligence (EDD) is a deeper level of verification that we apply when the circumstances require it. This is not a reflection of wrongdoing — it is a compliance requirement.

EDD may be triggered by:

• High transaction volumes relative to your declared income or occupation.
• Deposits or withdrawals that do not match your stated financial profile.
• Playing patterns that are inconsistent with recreational gambling.
• Jurisdictional risk factors associated with your country of residence.
• Requests to change banking details after significant deposits.
• Large cash-equivalent transactions using prepaid cards or gift vouchers.

If EDD is triggered, we will contact you directly to explain what additional information is required. This may include a source of funds declaration, a payslip, a bank statement showing regular income, or a brief explanation of your occupation and financial circumstances. All information is treated confidentially.

How to Submit Your Documents

Submitting your verification documents is straightforward. We have designed the process to be as quick and painless as possible.

Step-by-step

• Log in to your SpinBet account and go to Account Settings.
• Click on the Verification tab. You will see which documents are required.
• Upload your documents using the upload form. Accepted formats are JPG, PNG, and PDF. Maximum file size is 10MB per document.
• Once submitted, you will receive a confirmation email acknowledging receipt.
• Our compliance team will review your documents, typically within 24 hours.
• You will be notified by email when your verification is approved — or if we need anything else.

If you have difficulty using the upload form, you can also submit documents by email to [email protected]. Include your account username or registered email in the subject line.

How Long Verification Takes

We aim to process all KYC submissions within 24 hours. In most cases it is faster than that — particularly during business hours. Here is what to expect at each stage:

• Document receipt — you receive an automated confirmation email immediately after uploading.
• Initial review — our compliance team reviews your documents, typically within a few hours during business hours.
• Approval — once approved, you receive a confirmation email and withdrawals are unlocked immediately.
• Rejection — if a document is rejected, you receive a clear explanation of why and what to resubmit. You can resubmit immediately.
• Escalation — if your submission requires additional review, we will contact you within 24 hours and provide a realistic timeline.

During peak periods, processing may take up to 48 hours. If you have not heard back within 48 hours, contact our support team directly. Do not submit duplicate documents — this can slow down the process.

What Happens If Documents Are Rejected

A rejected document does not mean your account is at risk. It simply means the image or file we received did not meet the requirements. The most common reasons for rejection are:

• Image is blurry, dark, or out of focus.
• The document is partially cropped — all four corners must be visible.
• The document has expired.
• The name or address on the document does not match your account details.
• The address document is older than 3 months.
• The file format is not supported — we accept JPG, PNG, and PDF only.
• A black and white copy or photocopy was submitted instead of a colour original.

When a document is rejected, you will receive a notification explaining exactly what went wrong. You can resubmit a corrected version immediately. If you are unsure what is needed, contact our support team and we will guide you through it.

How We Protect Your Documents

Identity documents are among the most sensitive information a person can share. We treat them accordingly.

• All documents are transmitted over 256-bit SSL encrypted connections. They cannot be intercepted in transit.
• Documents are stored in an encrypted, access-controlled environment. Only authorised compliance staff can view them.
• We do not use your identity documents for any purpose other than KYC verification and regulatory compliance.
• Documents are retained for a minimum of 5 years after account closure, as required by anti-money laundering regulations. After the retention period, they are securely deleted.
• We do not share your documents with third parties except where required by law or by our licensing authority.

For full details on how we handle personal data, including your rights to access and deletion, see our Privacy Policy at getspinbet.com/privacy-policy/.

Verification Failure and Account Restrictions

If you are unable or unwilling to complete KYC verification, we are required to restrict your account. This is not a punishment — it is a regulatory obligation.

Here is what happens in specific scenarios:

• You have not submitted documents — withdrawals are paused. You can continue to play using your existing balance.
• Your documents have been submitted but are under review — withdrawals are paused pending outcome. Gameplay is unrestricted.
• Your documents are rejected and you have not resubmitted within 14 days — we may place further restrictions on the account and contact you directly.
• We are unable to verify your identity after multiple attempts — your account may be closed. Any real money balance (minus bonuses that have not met wagering requirements) will be returned via your original deposit method.
• We discover that information provided during KYC was false or misleading — your account will be permanently closed and your balance may be subject to regulatory review.

If you believe your account has been restricted in error, contact us immediately at [email protected]. We will review the decision within 2 business days.

Contact the Verification Team

Our KYC team is dedicated to making the verification process as smooth as possible. If you have questions about what documents to submit, want to check the status of a submission, or have received a rejection you do not understand, please reach out.

• Verification email: [email protected]
• Live chat: available 24/7 from the SpinBet website — fastest response for urgent queries
• General support: [email protected]

When contacting us about verification, always include your registered email address or username. This helps us locate your submission quickly and give you an accurate status update.