KYC and Verification

At PlayOJO, maintaining a safe, fair, and responsible gaming environment is paramount. Verifying your identity is a fundamental part of this commitment. It allows us to comply with legal and regulatory obligations, prevent fraud, and protect both our players and the integrity of our platform. This process ensures that funds are handled securely and that we can provide assistance effectively when needed.

KYC, or "Know Your Customer," refers to the mandatory process of identifying and verifying the identity of our customers. This is a crucial requirement imposed on all licensed gambling operators by regulatory bodies. The aim of KYC is to prevent illegal activities such as money laundering, terrorist financing, and identity theft. It also helps us ensure that our services are not accessed by underage individuals or those residing in restricted jurisdictions. PlayOJO takes its KYC responsibilities very seriously, implementing thorough checks to safeguard our operations and your gaming experience.

Verification is an ongoing process that may be triggered at several points during your relationship with PlayOJO:

• Upon Registration: We conduct initial checks when you first sign up for an account.
• Before Your First Withdrawal: To comply with anti-money laundering regulations, we typically require full verification before processing your first withdrawal.
• When Reaching Certain Thresholds: If your deposits, withdrawals, or wagering activity exceed specific cumulative amounts, further verification may be requested.
• Changes to Account Information: If you update personal details such as your address or payment methods, we may need to re-verify your information.
• Suspicious Activity: Any activity deemed unusual or potentially fraudulent will trigger an immediate request for verification.
• Regulatory Requirements: Our licensing authority may mandate periodic re-verification of accounts.

To complete the verification process, we typically require documents that confirm your identity, address, and the ownership of your payment methods. All documents must be clear, valid, and show all four corners. We may request:

• Proof of Identity (e.g., passport, driving licence)
• Proof of Address (e.g., utility bill, bank statement)
• Proof of Payment Method (e.g., photo of credit card, bank statement showing transaction)

In some cases, additional documentation related to your source of funds may be necessary.

For proof of identity, we require a clear, colour copy of one of the following valid documents:

• Passport: The photo page, ensuring all details, the photo, and the machine-readable zone are visible.
• Driving Licence: Both the front and back of the card, showing your photo, signature, and date of birth.
• National ID Card: Both the front and back of the card, clearly displaying your photo, full name, and date of birth.

The document must not be expired. The name on the identity document must match the name registered on your PlayOJO account.

To verify your residential address, please provide a clear, colour copy of one of the following documents, dated within the last three months:

• Utility Bill: (e.g., electricity, gas, water, internet, landline phone bill) showing your name and full address. Mobile phone bills are generally not accepted.
• Bank Statement: A statement from a recognised bank, showing your name, address, and recent transactions. You may redact sensitive transaction details.
• Government-Issued Letter: (e.g., tax statement, government correspondence) clearly displaying your name and address.

The name and address on the document must match the details registered on your PlayOJO account. Documents must be dated within the last three months, unless otherwise specified (e.g., annual tax statements).

To ensure the security of financial transactions and prevent unauthorised use, we need to verify the payment methods you use to deposit or withdraw funds. The specific requirements depend on the method:

• Credit/Debit Cards: A clear photo of the front and back of the card. For security, please obscure the middle six digits of the 16-digit card number on the front, and the three-digit CVV/CVC code on the back. Your name, the first six and last four digits of the card number, and the expiry date must be visible.
• E-Wallets (e.g., PayPal, Skrill, Neteller): A screenshot of your e-wallet account page showing your name, email address, and the account ID.
• Bank Transfer: A copy of a bank statement or a screenshot from your online banking portal showing your name, bank account number, and recent transactions to or from PlayOJO.

The name on the payment method must match the name registered on your PlayOJO account.

In certain circumstances, particularly when transactions involve significant sums, or if there are indicators of increased risk, PlayOJO is legally obliged to conduct Enhanced Due Diligence (EDD). This may include requesting information and documentation regarding your Source of Funds (SOF) or Source of Wealth (SOW). This is not a reflection of suspicion, but a regulatory requirement to prevent money laundering and ensure financial integrity.

Documents that may be requested include:

• Bank statements showing the origin of funds.
• Payslips or employment contracts.
• Evidence of inheritance or sale of property.
• Business ownership documents.

We understand that providing such sensitive information can be intrusive, but it is a necessary step to comply with our legal obligations. All information provided for EDD will be handled with the utmost confidentiality and in accordance with our Privacy Policy.

Once you submit your documents, our dedicated verification team will review them. We aim to process all verification requests as quickly as possible. Typically, this process takes between 24 and 48 hours. However, during peak times or if further information is required, it may take longer.

You will be notified via email or through your PlayOJO account once your documents have been reviewed and your account status updated. We appreciate your patience and cooperation during this essential process.

PlayOJO is committed to protecting your personal information. All documents and data submitted for verification are stored securely in encrypted systems, accessible only by authorised personnel. We adhere strictly to data protection regulations, including GDPR, ensuring your privacy is maintained. Your documents will not be shared with third parties unless legally required by our licensing authority or other regulatory bodies. For more details on how we handle your data, please refer to our Privacy Policy.

As a regulated online gambling operator, PlayOJO is legally bound to implement robust Anti-Money Laundering (AML) policies and procedures. Our KYC and verification processes are integral to our AML framework. We monitor transactions and account activity for patterns indicative of money laundering. Any suspicious activity is reported to the relevant authorities, as required by law. This commitment helps us combat financial crime and maintain a trustworthy gaming environment for everyone.

It is illegal for anyone under the age of 18 to gamble. PlayOJO has a strict policy against underage gambling. Our age verification procedures are designed to prevent minors from accessing our services. During registration and throughout your account's lifecycle, we use various methods, including identity document checks and third-party data sources, to confirm that all our players are of legal gambling age. If we suspect that an account is being operated by an underage individual, the account will be immediately suspended, and any funds or winnings may be forfeited.

Occasionally, verification may be delayed or unsuccessful. This can happen for several reasons:

• Unclear Documents: Documents that are blurry, cut off, or contain glare may be rejected.
• Expired Documents: Identity documents must be valid and unexpired.
• Inconsistent Information: Discrepancies between the information on your documents and your PlayOJO account details.
• Missing Information: Not providing all the requested documents.
• Document Tampering: Any indication of alteration or forgery will lead to immediate account suspension.

If your verification is delayed or unsuccessful, our team will contact you to explain the issue and guide you on what steps to take next. We will provide clear instructions on how to resubmit documents or provide additional information.

If you have any questions about the KYC process, need assistance with submitting your documents, or encounter any issues, our friendly customer support team is here to help. You can reach us via:

• Live Chat: Available directly on the PlayOJO website.
• Email: Send your queries to [email protected].

We are committed to making your verification process as smooth as possible and are available to provide guidance and support whenever you need it.