I’ve been contacted by a member of your Compliance Team. What is the reason for this?
As a fully licensed and regulated online operator, we may need to ask a few questions about how your play is funded on site. The process is very straight forward, and our friendly staff are here to make the process as smooth as possible.
I’ve been asked to provide source of wealth information which is private and confidential.
The gambling commission require us to obtain additional information about our members so that we can confirm how their play with us is funded. Further information on this can be found at the UK Gambling Commission’s own website here.
To complete this verification process, we may ask you to provide additional information and documentation that shows you have sufficient funds to support your gambling activity.
Do I need to provide documentation? If so, what should I send?
We may ask you to send documentation that verifies your income. The documents we ask for depends on your personal circumstances and how your play is funded. Examples of income and acceptable documentation include:
|Source of Income||Example Documents|
|Salary||Wage Slips, P60, bank statement showing incoming wagers, employment contract.|
|Company dividends||Dividend vouchers, company accounts showing total amount paid, tax return.|
|Property Sale||Letter from solicitor confirming the date of sale and net proceeds of sale, bank statement showing funds received from sale.|
|Inheritance||Letter from solicitor confirming the date and amount of inheritance, other legal document such as a will that shows the amount inherited, bank statement showing inheritance received.|
|Wins from other game site||Bank statement showing winnings being paid to you, profit & loss statement from gaming site showing your overall win and the date range.|
|Tax Credits||Letter confirming the date of amounts received, bank statements showing payments received.|
|Rental Income||Bank statement showing amount received, tax return showing total income from rental properties.|
|Pension/ Savings||Pension statement showing drawings from pension, bank statement showing money received from pension.|
|Investment returns/ Capital Gains||Statement from investment provider/broker showing value of portfolio and any drawings made, letter or statement showing details of income from this source, bank statement showing money received.|
|Sale of company||Legal documentation confirming sale and proceeds to you personally, bank statement showing money received|
|Other windfall/compensation||Documentation showing the amount and date received, bank statement showing money received.|
If you have income from a variety of sources, the simplest way of verifying your income is by sending a tax return or a letter from your accountant. Talk to our staff about your personal situation and they will advise you on the best course of action.
In general, for documents to be accepted they must clearly show your name and a date & amount that was paid to you. Our friendly staff will let you know if there are specific dates or levels of spend you need to provide documentation for.
We appreciate everyone’s situation is different, so it is possible we may request alternative documentation; we will always endeavour to make this process as smooth and easy for you as possible.
I’ve already received contact from you where I discussed my finances
It is possible we have contacted you before to make sure you are comfortable with your level of play. Whilst there is a slight overlap on these calls, ours is inherently different; as part of our regulatory requirement we need to ask some more specific questions about the origins of funds used to play with on the site.
We will always try to make it as straightforward and convenient for you as possible.
I have given you the required information, when will I hear back from your Compliance Team?
We aim to get back to you within 5 working days via email. If you have any questions during this time you can contact us directly via email@example.com
I do not wish to provide additional information, what will happen to my account?
We fully respect your need for confidentiality. If you do not want to complete the process, it is possible that restrictions or limitations will be applied to your account. Any restrictions or limitations would be temporary, and should you change your mind, we will help you complete the process at any time in future.
Can I complete this process by e-mail/Live Chat?
Due to the personal and sensitive nature of our conversation, we prefer to complete this process over the phone. This ensures we are solely speaking with the account holder and is often quicker and easier to communicate than via Live Chat / Email.
I missed your call; can I arrange another one?
Our Compliance Team are available between 9:00am and 9pm Monday to Friday and can be contacted on 01782 983371, or via the email address firstname.lastname@example.org
Feel free to contact Customer Support to arrange to book a convenient time to complete the process.