Sending Documents Securely
Why do I need to verify my identity?
In order to ensure your account remains safe and secure, from time to time we will need to verify your identity in line with Applicable Laws and our compliance policies and procedures.
Can I play before submitting my documents?
You can continue making deposits and playing our games for a short period of time, however until you have submitted the following documents you'll be unable to withdraw any funds. Please see the below regarding the deadlines for certain actions that may be taken
I have received an email asking me to send copies of my identity documents. What should I do next?
If you have received an email from us requesting certain documentation, this means we need to verify the details of your account as per our standard compliance policies. Please use the link provided to securely upload your documents. If we make an ID verification request, until such time as the verification has been adequately concluded any withdrawal request you make will be held and considered pending.
Once approved, the withdrawal will then be actioned for payment. In addition to any requested withdrawal being held, if the relevant documents are not sent to us within 72 hours from the request email being sent or the documents being certified, your Account will be suspended and you will not be able to place any Gambling Transactions, until such time as the required information has been sent and verified.
Which documents do I need to send?
To do this, please send us through one of the following documents in each category:
1) Personal Identification - one of the following:
a. photographic ID (a copy of your passport or driver's licence showing your name and date of birth);
2) Address Verification - one of the following (less than 3 months old):
proof of address (for example, a copy of a bank statement or utility bill that shows the name and address registered on your Account and is dated during the previous three months),
And any such documents that we may reasonably require.
Please upload and send these documents to us using our Secure Upload Service (https://virtuefusion.egressforms.com) within 72hrs. Please make sure that all documents, which may be photographed or scanned, are clear and are not cropped.
Why can't I reply to the email instead of uploading copies of my identity documents?
In line with Data Protection and to ensure your information remains secure, you are required to send your documentation via Secure Form. Your documents are secured end-to end whilst being sent and storage.
Why am I unable to upload certain files to Secure Forms?
Executable files with extension .exe are denied from being uploaded onto our Secure form for security reasons.
Files that are infected with malware will be denied by the anti-malware filters on our system.
There is a limit to the number of files that can be uploaded - a maximum of 5 files with a total size of 10 MB per transfer.
What happens if I miss the 72 hour cut off?
If the relevant documents are not sent to us within 72 hours from the request email being sent or the documents being certified, your Account will be suspended and you will not be able to place any Gambling Transactions, until such time as the required information has been sent and verified.
Your account can be re-opened at any time after this period if they are approved so this measure is only temporary whilst we verify the documents.
Who can I contact if I have more questions?
If you have any questions or concerns about this, please do not hesitate to contact our support team at any time by emailing firstname.lastname@example.org