Know Your Customer Verification
Know Your Customer, or KYC, is the process Golden Roo uses to confirm a player’s identity, age, residential information and ownership of payment methods.
Verification supports account security and helps GoldenRoo meet licensing, fraud-prevention and anti-money-laundering requirements. It may be requested during registration, after a deposit, before a withdrawal or at another stage of account use.
Information That May Be Requested
| Verification requirement | Accepted examples |
|---|---|
| Proof of identity | Passport, driving licence or national identity card |
| Proof of address | Recent utility bill, bank statement or official correspondence |
| Identity confirmation | Selfie or photograph holding the identity document |
| Payment ownership | Card statement, wallet information or payment account evidence |
| Additional verification | Verification call or further account information |
The exact documents requested depend on the account and reason for the review. GoldenRoo may ask for additional evidence if the original documents are incomplete or if further checks are required.
Document Requirements
Identity documents must be valid and show the player’s full name, date of birth, photograph and document details. Do not crop the image or cover information unless GoldenRoo specifically instructs you to do so.
Proof of address should normally display the player’s full name, residential address, document date and the name of the issuing organisation. The information must match the details registered on the GoldenRoo account.
Photographs and scans must be clear, complete and readable. Blurred images, screenshots with missing edges, expired documents and edited files may be rejected.
The account holder’s name must also match the name connected with the payment method. Using another person’s card, bank account or payment wallet can lead to additional checks or payment restrictions.
How Verification Works
When verification is required, GoldenRoo will specify which documents must be provided. Submit the requested files through the verification area or another secure method approved by Customer Support.
The documents are reviewed together with the information registered on the account. GoldenRoo may request a new image, an additional document, a selfie or a verification call if the original submission is not sufficient.
Account functions can remain restricted during the review. Deposits, wagering or withdrawals may be paused until GoldenRoo receives the required information and completes its checks.
GoldenRoo does not guarantee one processing time for every verification. Review time depends on the documents submitted, the accuracy of the account information and whether additional checks are necessary.
Reasons for Verification Delays
A review may take longer when the submitted name or address does not match the account, the document has expired, part of the image is missing or the text cannot be read.
Delays can also occur when payment ownership is unclear, several accounts appear to be connected to the same person or additional anti-fraud checks are required.
Check all documents before submitting them. Providing complete and accurate files is the best way to avoid repeated requests.
Security
Only submit documents through the GoldenRoo verification process or another channel specifically confirmed by Customer Support.
Never send your account password, complete card number, CVV, cryptocurrency private key or wallet recovery phrase. This information is not required to verify your identity.
False information, documents belonging to another person or altered files may result in account suspension, cancellation of transactions and closure of the account.
KYC is not optional when it has been requested. GoldenRoo may withhold access to withdrawals and other account functions until verification is successfully completed.