Any questions? We can answer some of the major issues here.
What if I don’t verify my account? Due to new requirements, in accordance with current legislative guidelines, if you do not complete verification, restrictions will be placed on your account, meaning you will be unable to deposit, play or withdraw. Please log into your account and follow our step-by-step guide to verify your details.
I already have an account. Why do I need to register for a new one? Unfortunately, your account will be closed, and you will be required to go through the updated verification process when you create a new account.
Why do I need to share my personal data when registering? We need your first name, last name and your date of birth to confirm that you are registering for the site and that you are of legal age to sign up with us.
Why do I need to send a copy of my ID? Age verification is required by law, as we are legally obliged to clearly identify all our customers’ ages. We can do this by verifying your ID document.
Why wasn’t my ID accepted? Your ID was not accepted because it must clearly show your first name, last name, date of birth, and a photo of you.
Is there a schedule for this process? The process, known as Know Your Customer (KYC), follows the following schedule:
- Provide a name, age and address verification when registering otherwise you will not be able to deposit, play or withdraw.
Is it safe to upload my personal documents? We guarantee that your documents are secure because we use ‘SSL’ technology. This ensures that once you submit your documents they cannot be intercepted. Only members of our verification team will have access to this data.
How are my documents protected once I sent them to you? Your documents are stored in a highly protected data centre that is equipped with numerous levels of security control, which protects your information against unauthorised access.
I have already verified my account, why am I being asked to send more documents? There are occasions where we are required to routinely check and verify aspects of your account and personal details via third party providers or documentation in line with legislations.
We may request this even if you have already met some of those requirements and/or provided documentation before. We strive to always operate with integrity and transparency to also ensure all players are protected.
Please note that without verification, account restrictions such as deposit, play and withdrawal restrictions will be applied.
Do you accept online bank statements/utility bills? Yes, however, please ensure your document is dated within the last 3 months, clearly legible and shows your full name and address as registered on your account.
What if I don’t have a permanent address? If we cannot verify an address for you then you will not be able to hold an account with us, unfortunately.
Why can’t I deposit or make withdrawals? You will be unable to deposit and withdraw as you have not completed the verification process. As soon as you have completed this, the ability to deposit and withdraw will be enabled.
What is a RFC? RFC or Clave en el Registro Federal de Contribuyentes refers to the person with a business activity who has the right or obligation to declare taxes.
What is a CURP? A CURP is a unique population registry code. It is an 18-digit social security number found on INE/IFE cards for people living in Mexico.
What if I don’t have CURP number? If you don’t have a CURP number, then we recommend you use your national driving licence or passport.
I have restrictive access to my account, why? You may have restricted access to your account because unfortunately you need to be on an IP address from within Mexico.