KYC Policy

KYC stands for Know Your Customer. It is a standard identity verification process used by licensed financial institutions and online casinos worldwide. The purpose is straightforward: to confirm that the person using an account is who they say they are.

For online casinos, KYC is not optional. It is a legal requirement under our gaming licence and under international anti-money laundering regulations. Without it, we would have no reliable way to prevent fraud, stop underage gambling, or ensure that withdrawals reach the correct person.

We understand that submitting personal documents can feel intrusive. We want to be transparent about exactly why we ask for each piece of information, what we do with it, and how we keep it safe. If you have any concerns at any point in the process, our support team is here to help.

All players at Vegastars Casino are required to complete identity verification before their first withdrawal is processed. You can deposit and play without completing verification, but no withdrawal will be approved until your identity has been confirmed.

In addition to the standard pre-withdrawal check, we may request verification at any time if we notice unusual activity on your account, if you request a large withdrawal, or if we are required to do so under our regulatory obligations. In these cases, we will contact you directly with a clear explanation of what is needed and why.

Players who have been active on the platform for a significant period or who have reached certain transaction thresholds may also be subject to enhanced due diligence checks. These are a normal part of our compliance obligations and are not a reflection of suspicion toward any individual player.

To verify your identity, we require a valid government-issued photo identification document. Accepted documents include a current passport, a current driver's licence, or a national identity card issued by your country of residence.

The document must be valid — not expired — and must clearly show your full legal name, date of birth, and a photograph that is recognisably you. We accept colour photographs or scans of the document. Black and white copies are not accepted as they can obscure security features.

When photographing your document, make sure all four corners are visible and that the text is sharp and legible. Documents that are blurry, partially cropped, or heavily glared will be rejected and you will need to resubmit. Taking the photo in good natural light against a plain background gives the best results.

We accept documents from Australia and all other countries where our services are available. If your document is not in English, we may ask for a certified translation. In most cases, a passport — which uses a standardised international format — resolves this quickly.

In addition to photo ID, we require a document that confirms your residential address. This must show your full name and your current address — the same address you provided when registering your account.

Accepted proof of address documents include a utility bill (gas, electricity, water, or internet), a bank or building society statement, a council tax or rates notice, or an official government letter. The document must be dated within the last three months.

Mobile phone bills are generally not accepted as proof of address because they are not considered sufficiently reliable for identity verification purposes. Credit card statements from the same bank as your payment method may be accepted at our discretion.

If you have recently moved and your address documents do not yet reflect your new address, please contact support before submitting. We can discuss what alternative documentation might be acceptable in your circumstances rather than having you submit documents that will be declined.

We require confirmation that the payment method used to fund your account belongs to you. This protects against unauthorised use of someone else's financial details and is a standard requirement across the industry.

For credit and debit cards, we ask for a photograph of the card showing the cardholder name, the first six digits and the last four digits. The middle digits must be covered for your own security. Both sides of the card may be required.

For e-wallets such as Skrill or Neteller, a screenshot of your account dashboard showing your name, email address, and account number is sufficient. Make sure the screenshot includes the account details page rather than a transaction history.

For cryptocurrency deposits, no additional payment verification is typically required, as blockchain transactions are publicly verifiable. However, for large cryptocurrency withdrawals we may request a source of funds declaration to satisfy our anti-money laundering obligations.

For bank transfers, we may request a recent bank statement showing your name, bank name, and account number. This confirms that the account used for transactions is held in your name.

In certain circumstances, we are required to ask where the money you are depositing or withdrawing comes from. This is called a source of funds check, and it is a standard requirement under anti-money laundering regulations for transactions above certain thresholds.

If you are asked to provide this information, it is not a suggestion that you have done anything wrong. It is a legal obligation that applies to all players whose transaction volumes reach the relevant threshold, regardless of their history with us.

Accepted evidence of source of funds includes recent payslips or salary statements, a letter from your employer, tax returns, proof of a business you own, documents showing a pension or investment income, or evidence of an inheritance or one-time windfall such as a property sale.

We aim to keep this process as simple and non-intrusive as possible. If you are unsure what documentation is appropriate for your situation, contact our support team and we will guide you through it.

The easiest way to submit verification documents is through your account. Log in, navigate to the Verification or Account Settings section, and follow the prompts to upload your documents. The upload interface accepts common image formats including JPG, PNG, and PDF.

If you experience any difficulty using the upload interface, you can send your documents directly to our support team via the live chat or email channel. Our team will guide you through the submission and confirm receipt.

Before uploading, check that each document is clear and complete. The most common reasons for rejection are blurry images, partially visible documents, and files that are too small to read. Most modern smartphones produce more than adequate image quality for this purpose.

Once submitted, you will receive a confirmation that your documents have been received. We aim to complete the review within 24 hours. During busy periods it may take up to 48 hours. You will be notified by email as soon as the review is complete.

Standard identity verification — photo ID plus proof of address — is typically completed within 24 hours of all required documents being submitted in good order. If any documents are unclear or additional information is needed, we will contact you promptly to explain what is missing.

During the verification period, you can continue to play. Deposits are not restricted while verification is pending. Only withdrawals are held until the process is complete. If you have a withdrawal request in the queue when verification is requested, it will be processed as soon as your account is cleared.

Enhanced due diligence checks — which may include source of funds verification — can take longer depending on the complexity of the documentation required. We will keep you informed throughout the process and provide a realistic timeline as soon as we can.

If your documents are rejected, we will tell you clearly why and what you need to resubmit. Rejection does not mean your account will be closed — it simply means we need a different or clearer version of the document. Our team is happy to advise on what will be accepted before you resubmit.

All documents submitted for verification are encrypted during transmission using TLS (Transport Layer Security) and stored in encrypted form on secure servers. The same standards used by banks and financial institutions apply to our document storage.

Access to verification documents is strictly limited within our organisation. Only authorised compliance team members who need to review the documents as part of the verification process are permitted to access them. All staff with access are bound by confidentiality obligations and receive regular training on data protection.

We do not share your verification documents with any third party except where required by our regulatory obligations — for example, if we receive a valid legal request from a regulator or law enforcement authority. In those cases, we will comply with the legal requirement and notify you where we are permitted to do so.

Verification documents are retained for a minimum of five years after account closure, as required by anti-money laundering regulations. After this period, documents are securely deleted. You can request confirmation of the retention period that applies to your documents by contacting our support team.

If we are unable to verify your identity after requesting the required documents — for example, because you are unable to provide the necessary paperwork, or because the documents submitted cannot be validated — we will contact you to discuss the situation.

In cases where verification cannot be completed, we may need to close your account. Any real money balance held in the account at the time of closure will be returned to you via the most recently used deposit method, subject to our ability to verify sufficient information to process the return safely.

We understand this can be a frustrating outcome. Our support team will always try to find a workable solution before resorting to account closure. If you are struggling with the verification process for any reason — a recent change of address, an expired document, or anything else — please talk to us. We would rather find a solution than close an account unnecessarily.

If you believe a verification decision has been made in error, you have the right to raise a formal complaint. Details of our complaints process are set out in our Terms of Service.

Vegastars Casino is committed to preventing money laundering and the financing of criminal activity. Our KYC process is a core part of this commitment, alongside ongoing transaction monitoring and internal reporting procedures.

We monitor all accounts for patterns of activity that may indicate money laundering, including unusual deposit and withdrawal patterns, rapid cycling of funds without substantial gaming activity, and deposits from multiple payment methods without a clear explanation.

Where we identify activity that gives us grounds for suspicion, we are legally required to report it to the relevant authorities. We cannot always notify the account holder when this occurs, as doing so could constitute a criminal offence known as tipping off. We appreciate that this may be frustrating in cases where the activity has an innocent explanation, and we aim to handle such situations as fairly as possible.

We cooperate fully with regulatory investigations and law enforcement requests. Our compliance team maintains all required records in accordance with our licence conditions and applicable law.

You have the right to know why verification is being requested. We will always give you a clear explanation when we ask for documents, and we will tell you specifically what we need and why.

You have the right to ask questions about the process at any time. Our support team is available 24/7 and is trained to answer verification-related queries accurately and without unnecessary jargon.

You have the right to submit additional context with your documents. If there is a specific reason your documents do not match your account information — for example, a recent name change — you can include an explanatory note and any supporting documentation.

You have the right to raise a complaint if you believe your verification request has been handled unfairly or if you are not satisfied with the outcome. Complaints can be submitted through our support channels and, if unresolved, escalated to the Curaçao Gaming Authority.

Your personal data is protected throughout the verification process in accordance with our Privacy Policy, which explains your rights over your personal information in full detail.

This KYC Policy may be updated from time to time in response to changes in our regulatory obligations, our licensing conditions, or best practice in the industry. When material changes are made, we will notify you by email and display a notice on the platform.

The effective date shown at the top of this document reflects when it was last updated. We encourage you to review this policy periodically so you are always aware of what the verification process involves and what your rights are within it.

If you have any questions about this policy or about the verification process generally, please contact our support team. We are happy to explain anything that is unclear before you begin the process.