KYC Policy

1. What Is KYC and Why It Matters

KYC stands for Know Your Customer. It is a verification process required by our Curaçao gaming licence and international anti-money-laundering (AML) regulations. Every licensed online casino in the world — including Neospin Casino — is legally obligated to verify the identity of its players before releasing funds.

We understand that submitting personal documents can feel like a nuisance, especially when you just want to collect your winnings. But KYC protects you just as much as it protects us. It ensures that nobody else can access your funds, that underage players cannot gamble, and that the platform cannot be used for financial crime.

Verification is a one-time process. Once your account is fully approved, future withdrawals are processed without repeat checks unless your details change or we are required by law to re-verify.

2. When Verification Is Required

Neospin Casino may request identity verification at any of the following points:

• Before processing your first withdrawal — this is the most common trigger and applies to all players regardless of withdrawal amount.
• When your cumulative deposits exceed AU$2,000 — a threshold set by our AML programme.
• When your cumulative withdrawals exceed AU$5,000 within any rolling 30-day period.
• If our risk monitoring system flags unusual activity on your account, including irregular betting patterns, large transaction volumes, or rapid deposit-withdrawal cycles.
• If we have any reason to question the accuracy of the personal information provided during registration.
• At periodic review intervals for long-standing accounts, as required by our licence conditions.

You can proactively submit your documents at any time through your account settings. Completing verification early means your first withdrawal is processed with zero delay.

3. Documents We Accept

All documents must be valid, unaltered, and clearly readable. We accept high-quality photos or scans. Here is exactly what we need:

Proof of Identity (one of the following):

• Valid passport — photo page showing full name, date of birth, nationality, and expiry date
• Driver's licence — both front and back, issued by a recognised authority
• National identity card — both sides, if your country issues them

Proof of Address (one of the following, dated within 3 months):

• Utility bill — electricity, gas, water, or internet
• Bank or credit card statement showing your full name and address
• Official government correspondence (tax letter, council notice)
• Tenancy agreement signed by both parties

Proof of Payment Method (depending on method used):

• Credit or debit card — a photo of the card showing your name and the last four digits only. Cover the middle eight digits and the CVV for your own security.
• E-wallet — a screenshot of your account dashboard showing your name, email, and account ID.
• Cryptocurrency — a screenshot or record of the wallet address used for the transaction.

4. Enhanced Due Diligence

In certain circumstances, standard verification is not sufficient and we are required to conduct Enhanced Due Diligence (EDD). This applies when:

• A single withdrawal or deposit exceeds AU$10,000
• Cumulative transactions over a 90-day period exceed AU$25,000
• The source of funds is unclear or inconsistent with the player's stated profile
• Activity patterns suggest potential money laundering or financial structuring

In these cases, we may request additional documentation including:

• Proof of source of funds — recent payslips, tax returns, bank statements showing the origin of the deposited funds, or evidence of a business income, investment return, or inheritance
• Proof of source of wealth — in cases of particularly large balances, we may ask for broader financial documentation to confirm your overall financial position
• Additional ID — if primary ID documents are unclear, expired, or raise questions

We know this level of scrutiny can feel excessive. It is not personal — it is a regulatory requirement and it protects all players on the platform. Our team handles EDD requests with professionalism and complete confidentiality.

5. How to Submit Your Documents

Submitting your documents is straightforward. There are three ways to do it:

• Account verification portal — log in to your account, go to Account Settings, and follow the verification prompts. This is the fastest route and gives you real-time status updates.
• Email — send your documents to [email protected]. Use the subject line "KYC Verification — [your username]". Documents should be attached as JPEG, PNG, or PDF files. Maximum file size: 10MB per document.
• Live chat — our support team can guide you through the process and confirm exactly which documents are needed for your account.

Before submitting, check that your documents are:

• Fully in frame — no cut-off edges
• Well-lit and in focus — all text must be legible
• In colour — black and white copies are not accepted
• Unaltered — original documents only, no editing or digital enhancements
• Current — not expired

6. How Long Verification Takes

Our standard KYC review is completed within 24 hours of receiving all required documents. In practice, most accounts are verified faster than this — often within a few hours during business periods.

Timelines that may apply in different scenarios:

• Standard verification: within 24 hours for clearly legible documents submitted with all required information
• Documents requiring clarification: we will contact you within 24 hours to request resubmission or additional information — this resets the clock
• Enhanced due diligence: up to 5 business days, as additional manual review is required
• Public holidays or peak periods: processing may take slightly longer — we will communicate any delays proactively

You will receive an email confirmation when your account is verified. If you have not heard from us within 48 hours of submitting complete documents, please contact support.

7. Your Account During Verification

While your documents are being reviewed, your account remains fully functional with the following exceptions:

• Withdrawals are held — any withdrawal requests submitted before verification is complete will be queued and processed immediately once your account is approved.
• Deposits continue normally — you can still deposit and play all games during the verification period.
• Bonuses are accessible — you can claim and use bonuses, though winnings from bonus play may not be withdrawable until verification is complete.

We recommend completing verification as soon as possible after registration — ideally before you need to make your first withdrawal. This avoids any waiting period when you want access to your funds.

8. If Your Verification Is Unsuccessful

If we are unable to verify your identity, we will contact you by email to explain what went wrong and what you need to do to resolve it. Common reasons for rejection include:

• Documents that are blurry, partially cut off, or poorly lit
• Expired ID documents
• Proof of address older than 3 months, or showing a different address to the one registered on your account
• Name or date of birth on documents that does not match your account details
• Evidence that documents have been digitally altered or are otherwise not authentic

In straightforward cases, simply resubmitting clearer or more recent documents resolves the issue. Our support team is happy to tell you exactly what is needed before you resubmit.

If verification ultimately cannot be completed because we cannot confirm your identity, or because you are ineligible to use the platform, your account will be closed. Any real-money balance on your account (excluding bonus funds) will be returned via the original deposit method after a mandatory review period.

9. How We Protect Your Documents

Your identity documents are among the most sensitive data you can share with any organisation. We treat them accordingly:

• All documents are transmitted over 256-bit SSL encryption. They are never sent or stored unencrypted.
• Access is strictly limited to authorised compliance staff on a need-to-know basis. All access is logged and audited.
• Documents are stored on secure, access-controlled servers and are never shared with third parties except as required by law or our licensing authority.
• We retain KYC documents for a minimum of 5 years after account closure, as required by our licence and applicable AML law. After this period, documents are securely and irreversibly destroyed.

You can find full details of how we handle all personal data in our Privacy Policy.

10. Anti-Money-Laundering Commitment

Neospin Casino has a zero-tolerance policy toward money laundering, terrorist financing, and any other use of our platform to process funds of criminal origin. Our AML programme includes:

• Customer due diligence on all players, with enhanced scrutiny for high-value accounts
• Transaction monitoring — automated systems flag unusual patterns such as rapid deposit-withdrawal cycles, structuring transactions to stay below thresholds, or inconsistency between betting behaviour and financial profile
• Mandatory reporting — where required by law, we report suspicious transactions to relevant financial intelligence authorities. This is a legal obligation and is done without notice to the account holder.
• Staff training — all compliance and support staff are trained in AML procedures and are required to escalate concerns through internal reporting channels.

If you believe your account has been incorrectly flagged, contact our compliance team at [email protected]. We investigate all inquiries fairly and respond within 5 business days.

11. Contact the Compliance Team

Our compliance team handles all KYC and verification queries separately from general customer support, ensuring specialist attention for identity-related matters.

• Email: [email protected] — use subject line "KYC Query" for faster routing
• Live Chat: Available 24/7 — ask to be connected to the verification team
• Response time: All KYC queries are responded to within 24 hours, and within 5 business days for enhanced due diligence cases

We aim to make verification as smooth and stress-free as possible. If you are unsure what documents to provide or have questions about any part of this process, please get in touch before submitting — it saves time for both of us.