Dear Wononrhino.
I would like to begin with thanking you for raising this as we are constantly looking at ways to improve our procedures and all kind of feedback is always welcomed.
When it comes to the account verification procedure, there are a few things to keep in mind. First of all there are certain requirements from the license regarding what documents are needed, and how they should look. Please note that there are quite some different requirements between land based operators and online based sites.
Furthermore there are further anti-money laundering steps and 'best practice' procedures to follow to ensure that we minimise the risk of any fraudulent activity being carried out via our services.
The drivers license which you issued is something that we sadly could not accept, as it is a type of document which can easily be manipulated being only a paper document and having handwritten text as well, as this is easy to edit. A photo ID is something which is a standard request in the online gambling industry.
Now, I would to stress the fact that we do not mean to say that we accuse or suspect you of something like manipulating your documents or trying to defraud our company, it is simply a rule we follow in all cases like these to ensure that we operating in the best responsible manner as we can.
I understand that this can bring some frustration as I understand how it is waiting for your winnings, but I can assure you we are looking forward to being able to process your winnings and send them your way. If you are worried of playing away your funds then please contact us and ask us to set your account on such a status so that you cannot wager them.
If you have any further questions please let us know, in the meanwhile we will await the photo ID that you've advised should be arriving to you via post.
Why haven't you answered my questions?
Where does the AML EU directive state what ID you can accept?
Where does the UKGC license you hold state you can only accept photo ID? A hint, it doesn't.
The driving license provided does not have hand written information on it, it has a signature, you know, same as a photo license has.
As I stated, a photo driving license is quite easy to manipulate for KYC purposes, not much harder than a paper one, with some cheap hardware.
If you are requesting this under the Anti Money Laundering regulations, then you should not be using it for KYC purposes, the UKGC is quite clear on that.
You clearly stated you have to follow the same rules as banks, solicitors etc, yet none of those HAVE to see photo ID, so, if the rules are the same, why do you say you have to? Here is a link to exactly what ID a bank can accept - note, it specifically says old style paper driving license
• one document from the UK Photo ID list (must be taken into a branch, please do not post)
OR
• two separate documents: one from the Proof of Name list below and one from the Proof of Current Address list. The same document can't be used to prove your name and address.
Evidence we need to see Applying in branch Applying by post
Valid full UK driving licence (inc. old style paper) Yes No
Valid provisional UK photocard driving licence Yes No
Valid full EEA passport or EU member state ID card Yes No
UK-based bank or building society statement (must be less than 3 months old) with debit or credit card. Don't send this by post Yes No
UK-based bank or building society statement (must be less than 3 months old) No Yes
Letter from Benefits Agency including Universal Credit welcome letters (must be less than 12 months old) Yes Yes
Letter from a professional person who knows you (solicitor, accountant, doctor, social worker or probation officer)
Yes Yes
Valid Student ID Card from a recognised UK university or valid NUS card with photo and date of birth Yes No
Proof of Current Address
Evidence we need to see Applying in branch Applying by post
Valid full UK driving licence (inc. old style paper)
Yes
No
Valid provisional UK photocard driving licence
Yes
No
UK-based bank or building society statement (must be less than 3 months old)
Yes
Yes
UK-based bank or building society credit card statement (must be less than 3 months old)
Yes
Yes
UK mortgage statement (must be less than 12 months old)
Yes Yes
UK gas or electricity bill (must be less than 3 months old) Yes Yes
UK phone bill (not mobile; must be less than 3 months old) Yes Yes
UK water bill (must be less than 12 months old) Yes Yes
UK council tax bill (must be less than 12 months old) Yes Yes
UK Credit Union statement (must be less than 3 months old)
Yes
Yes
Letter from Benefits Agency, including Universal Credit welcome letters (must be less than 12 months old)
Yes
Yes
Benefit letter from your local housing authority (must be less than 12 months old)
Yes
Yes
Tenancy agreement from a housing association or a council
Yes
Yes
Letter from a university or college (must be less than 12 months old)
Yes Yes