Once you have uploaded them, please allow up to 5 full working days for them to be approved, however it is often much sooner than this. We will let you know via email once they are approved.

All regulated betting companies have an obligation to carry out these checks, no matter where in the world the customer is based, for multiple reasons including to ensure it’s the correct person using the account, protect our customers from fraud or being linked to illegal activities and to comply with Laws and Regulations in the regions that The Grace Media operates. If we ask you to upload documents, you’re not being singled out or suspected of anything – you’ve just triggered an automatic process.

We will contact you via email if we require any documents from you. This process assists us to ensure that we can get to know you and provide you with a great customer experience, as well as ensuring that we fulfil our obligations.

Documents we require may include:

• Proof of Identity (one of the below):
  • Passport
  • Driving License
  • ID Card (Government issued)
  • Must be color
  • Must be valid
  • No cut-off edges
  • Photo must be clear
  • Must include signature
  
  • Proof of Address (one of the below):
    • Utility Bill (Gas, Electricity, Water)
    • Bank Statement in PDF format.
    • Must be color
    • Must be in your name
    • Must include your current address
    • Must be issued within the last 3 months
    • Must clearly show the bank or supplier's company logo
    • Must be a full page with no cropped edges
    
    • Debit Card – if used (both of the below):
      • Front side of the card. The last 4 digits of the card must be visible. Cover the remaining digits of the card number.
      • Back side of the card. Cover the CVV code.
    • PayPal (if used):
      • A screenshot of your logged in account showing your full name and the accounts email/ ID.
    • Source of Funds (both of the below):
      • Bank Statement showing your main source of income such as salary.
      • Payslips/Dividends/Director Remuneration

    We understand this might feel intrusive, but we must adhere to the Laws and Regulations which we operate by.

Unfortunately, if we are unable to speak with you or you can’t provide us with the required information or documentation, we may take steps to restrict your account until we are able to obtain this. If you provide the requested information/documentation at a later date, we can undertake a re-review your account.

Your privacy is important to us. In accordance with the Data Protection Act, we treat any information you send us as highly confidential. We receive your documents via secure end-to-end transfer and they are processed internally.

There are several reasons why your document might have been rejected:

• Low quality, blurry or unreadable - We accept various formats including digital photo, scanned image and PDF. Check everything is readable before you send the document. We do not accept print outs.
• Expired or too old - Documents need to be valid, and a proof of address that isn’t an ID needs to be from the last 3 months.
• Incomplete document or missing info - The document should not be cropped, and we need to see all four corners if possible. Make sure all essential information such as address/date/bank account number is visible.
• Unsigned document - The back of your card will need to be signed
• Name mismatch - Unless specifically requested otherwise, the documents must be in the account holder’s name.

You will receive an email notification as soon as your documents have been approved.

We won’t require the same documents from yourself twice. The documents you have provided previously may not have been acceptable, or we may require different documents from yourself. Please refer to the email request you have received which should state what documentation we still require from you. If you require further help, please get in touch with our friendly support team via email or live chat.

This will depend on the documents requested and if you are unable to access your account, this may be why. For more information, please contact support via email or live chat.

At our casino, we believe in doing the right thing, and so a lot of effort goes into ensuring that our players spend within their means. It’s no secret that is committed to promoting Safer Gambling and one of the ways in which we do this is by requesting ‘Source of Funds’ documents from some of our customers.

Don’t be put off by the legal jargon - a 'source of funds check’ (SOF) is actually just a fancy way of asking you to send us some form of proof, to show that your hard-earned cash comes from a legitimate source - be it from your salary, profits earned from your business, profits earned from the sale of a property and so on.

When it comes to knowing where your money came from, we promise we're not acting like 'big brother' just for the sake of it. Understanding the source of our customers' funds is important for a number of reasons, including to verify that the transactions made were actually completed by you and to comply with the relevant laws and regulations that allow us to operate as a gambling operator.

Checking the source of our client's funds is handled by the compliance department. Since we’re a technology company, we use automated systems to work out when or if a Source of Funds verification is required. This can vary from customer to customer depending on many different factors (which we can’t disclose for obvious reasons). If we do need to complete a Source of Funds check, we will notify you via email.