Why is taking a photo or screenshot of a physical screen not accepted for KYC verification?
We don't automatically reject photographs or screenshots of a physical screen. What matters is whether the document you submit contains the information we need and allows us to complete the required verification. If an image is unclear, incomplete, altered or doesn't allow us to confirm the required information, we may not be able to approve it.
Why a Screen Photo Can Cause Problems
Photographing a document from a screen can introduce glare, reflections, distortion, low resolution, or other issues that make important information harder to verify. A screenshot can also make it less clear whether the submitted document is an appropriate original or digital document.
A clear, readable document is more likely to allow verification to be completed without additional document requests or delays.
What to Submit Instead
Where possible, submit a clear image of the requested document directly, or provide the appropriate digital document in the format accepted during the verification process. Make sure the document is complete and that the required information is clearly visible.
To complete standard verification, you'll generally need to provide a government-issued photo ID, a selfie holding that ID, and a recent bank statement or utility bill issued within the last three months as proof of residence.
Getting It Right the First Time
If you're unsure whether a particular file or image will be accepted, contact our support team before submitting it. You can review the full document requirements in our KYC Policy and the broader account verification requirements in our Terms and Conditions.
What qualifies as an acceptable Proof of Address, and why must it be issued within the last three months?
Accepted Proof of Address documents include a recent bank statement or utility bill. The document must have been issued within the last three months, and the full name shown on it must match the name on your CazzyGames account and be identical to the name on the ID you provide for identity verification.
Matching Your Registered Details
The name on your Proof of Address needs to match your account and your submitted ID. This gives us a consistent link between your identity and your stated place of residence.
It's important to check the document before uploading it. If the name is different, incomplete, or otherwise doesn't match the information on your account and ID, we may not be able to approve it as submitted.
Why Three Months Specifically
We require your Proof of Address document to have been issued within the last three months. Using a recent document helps us verify that the residential address linked to your account is current and supports the information you provide during the verification process.
If your document was issued more than three months ago, we'll ask you to provide a more recent bank statement or utility bill before we can complete your verification. Checking the issue date before uploading your document can help avoid unnecessary delays.
Keeping Your Profile Current
If you need to complete KYC, use a recent bank statement or utility bill that meets the requirements before uploading it. If you're unsure whether your document qualifies, contact our support team first.
You can check the full Proof of Address requirements in our KYC Policy and review the wider account verification requirements in our Terms and Conditions.
Why was my document rejected due to cropped corners or poor lighting?
A document may need to be submitted again if the image doesn't allow us to verify the information we need. Documents are assessed based on whether the information required for verification can be clearly viewed and verified. If image quality prevents verification from being completed, a replacement document or image may be requested.
What Has to Stay Visible
For identity verification, we need to be able to establish the information contained in your government-issued photo ID. Your government-issued photo ID must be signed, contain your full name exactly as it appears on your account, and remain valid for at least three more months.
For the selfie check, we also need to be able to confirm that the person in the photograph matches the photo on the submitted ID and that the ID shown in the selfie is the same document submitted as Proof of Identity.
How to Get It Right
Take the photograph in good lighting and keep the entire document within the frame. Avoid glare, shadows, reflections, blur, or anything else that makes important information difficult to read.
The most important requirement is that the document image is clear, complete and allows the required information to be verified.
If You're Not Sure
If you're uncertain about a document you've already submitted, don't keep sending increasingly edited versions. Use a clear, complete image of the original document and make sure the required details are readable.
If verification is unsuccessful, we'll document the reason, create a support ticket, and communicate the ticket number and a full explanation to you.
You can review the document requirements in our KYC Policy and the wider rules around identity verification in our Terms and Conditions.
What happens if my registered profile name doesn't match the exact name on my legal ID?
Your full name needs to match the name on your CazzyGames account for identity verification. The full name on your government-issued photo ID must match the name on your account. Your Proof of Address must also show the same name as both your account and your submitted ID.
What Happens Next
A name mismatch may prevent verification from being completed until the information on your account and supporting documents is consistent. If verification is unsuccessful, we'll document the reason, create a support ticket, and communicate the ticket number and a full explanation to you.
That gives you an opportunity to understand what needs to be corrected rather than guessing at the problem.
If It's a Legal Name Change
The documents we require to support a legal name change will depend on your circumstances. If your legal name has changed since you registered, contact our support team before submitting documents under a different name. Explain the situation and ask what supporting documentation we need.
How to Handle It
Don't alter or edit your ID to make the name match your account. The information you provide needs to be accurate and supported by legitimate documentation.
For the exact name-matching requirements, see our KYC Policy. You can also review our Terms and Conditions for the broader requirement to provide complete and accurate account information.
Why does CazzyGames require re-verification if my ID or passport has expired?
Your identity document must remain valid for at least three months from the date it's submitted.
That means an expired ID doesn't meet the published validity requirement, and neither does a document that is due to expire too soon.
Why the Three-Month Buffer
Your identity document must remain valid for at least three months when it is submitted. Before uploading your ID or passport, check the expiry date and ensure the document remains valid for at least three months.
What Happens When It Expires
If the document you rely on for identity verification is no longer valid, you may need to provide an updated document if we require further verification. We can also request KYC documentation at any time, and services, payments, or withdrawals may be restricted until your identity has been sufficiently verified.
Replacing It
Once you have a new valid identity document, make sure the image you provide is clear and complete and that the name matches your CazzyGames account.
Don't wait until you're trying to make a withdrawal to discover that your document no longer meets our requirements. Full KYC is compulsory whenever a withdrawal is requested.
For the document validity requirement, see our KYC Policy. You can also review the account verification provisions in our Terms and Conditions.
Why am I asked for additional KYC documents after playing for a long period without issues?
Playing on CazzyGames for a long time without verification problems doesn't mean you are permanently exempt from further KYC checks. We may request KYC documentation at any time to verify your identity and location.
There are also specific circumstances where full KYC becomes compulsory.
When Full KYC Becomes Required
Full KYC is compulsory when your aggregate lifetime deposits exceed EUR 5,000, whenever you request a withdrawal, or when a transaction is deemed suspicious, regardless of the amount involved.
The lifetime deposit threshold is cumulative, so it isn't limited to what you've deposited recently. An account that has been active for years can eventually cross the threshold even if individual deposits have always been relatively small.
Unusual or Suspicious Activity
Full KYC may also be required where account activity requires further review under applicable compliance, security, or regulatory obligations. If additional checks are necessary, you'll be informed of the information or documentation required to complete the review.
In some cases, this may include documents needed to verify your identity, confirm your location, or meet applicable regulatory and anti-money laundering requirements.
No Exemption for Account Age
The age of your account doesn't remove these requirements. If we request additional KYC documents, provide them promptly so we can complete the necessary checks.
You can find more information about when full KYC is required and which documents we'll ask for in our KYC Policy. You can also read our Terms and Conditions for the broader rules around additional verification.
How does CazzyGames protect my verification documents and personal information?
Appropriate technical and organisational measures are used to help protect personal information against unauthorised access, accidental loss, alteration, disclosure and destruction. Those measures are reviewed and updated as appropriate in line with applicable legal and regulatory requirements.
Who Can Access Your Files
We only share your personal information where it's necessary to provide our services, complete verification, meet our legal obligations, or support the security of our platform. This may include trusted third-party service providers such as payment processors, identity verification providers, fraud prevention services and technical infrastructure providers.
All third parties that process personal information on our behalf are required to handle it securely and only for the purposes for which it has been shared.
Your Account Credentials
Your account password is stored in encrypted form and isn't accessible to our staff in plain text. We also take appropriate measures to protect the personal information you provide during the verification process as part of our broader security and data protection practices.
How We Protect Your Information
For security reasons, we don't publicly disclose the specific technical standards or systems we use to protect verification documents. However, we use appropriate technical and organisational measures to help safeguard the personal information you provide throughout the verification process.
In some circumstances, we may retain personal information after your account has been closed where required for legal, regulatory, fraud prevention or financial record-keeping purposes.
You can learn more about how we collect, use and protect your personal information in our Privacy Policy. For more information about the documents we may request during verification, please see our KYC Policy.
What should I do if my official identity document does not list my current residential address?
This does not normally present a verification issue. Identity verification and Proof of Residence are separate parts of our verification process. Your government-issued photo ID is used to establish your identity, while a bank statement or utility bill is used to establish your residence.
Your government-issued photo ID doesn't need to display your residential address.
What Satisfies the Residence Check
For Proof of Residence, we accept a bank statement or utility bill issued within the last three months. The full name on the document must match the name on your CazzyGames account and be identical to the name on your submitted ID.
The document also needs to relate to a residence in a jurisdiction that isn't restricted under our KYC requirements.
Keeping Details Consistent
The important thing is consistency across the documents. Your full name should match across your account, identity document, and Proof of Address. This allows us to connect the identity check with the residence check without relying on an address printed on your ID.
Submitting Both
Submit the government-issued photo ID as your Proof of Identity and the recent bank statement or utility bill as your Proof of Residence. You'll also need to provide a selfie holding the same ID document submitted for identity verification.
If you have a valid ID but it doesn't show your current address, you don't need to add an address to the document or alter it. Use the separate Proof of Residence document required by our KYC process.
You can see the complete document requirements in our KYC Policy and learn more about how we handle the personal information involved in verification through our Privacy Policy.
Why are utility bills in a landlord's or family member's name not accepted as my proof of address?
The full name shown on your Proof of Residence must match the name on your account and the name on your submitted ID. Because of that requirement, a utility bill issued in your landlord's, partner's, parent's, or another family member's name would not meet the name-matching requirement for your own Proof of Residence.
Why Living Arrangements Don't Change This
People may live in shared homes, rented properties or family households where utility bills are not registered in their own name. The issue isn't whether you genuinely live there. It's whether the document meets our stated verification requirements.
A document carrying somebody else's name doesn't provide the direct name match required to complete verification.
Why This Rule Exists
The full name shown on your Proof of Residence must match the name on your account and the name on your submitted ID. This allows us to consistently link your proof of address to the identity being verified and complete the required checks.
A utility bill or other Proof of Residence document issued in someone else's name doesn't meet this requirement, even if you live at the same address. If the names don't match, we'll ask you to provide a document that satisfies the verification requirements.
What to Submit Instead
If you don't have a utility bill in your own name, our KYC Policy also accepts a bank statement as Proof of Residence. Make sure it was issued within the last three months and that your full name matches both your CazzyGames account and your submitted ID.
If neither option is available, contact our support team before uploading a document that doesn't meet the requirements.
You can review the full Proof of Residence rules in our KYC Policy and see how we handle personal information submitted during verification in our Privacy Policy.
