KYC and Verification

At Lowen Play, verifying your identity is a cornerstone of our commitment to security, integrity, and responsible gaming. This process is not merely a formality, it is a critical measure to protect you, our platform, and the wider financial system. By confirming who you are, we can prevent fraud, ensure compliance with legal obligations, and maintain a fair and secure environment for all players. Our verification procedures are designed to be straightforward and efficient, allowing you to enjoy your gaming experience with peace of mind.

KYC, or Know Your Customer, refers to the mandatory process of identifying and verifying the identity of our customers. This is a standard regulatory requirement for financial institutions and online gaming operators worldwide. For Lowen Play, KYC involves collecting and assessing specific personal information and documentation from you. This process helps us understand who our customers are, assess potential risks, and adhere to anti-money laundering (AML) and counter-terrorist financing (CTF) regulations. It is a vital component of our operational framework, ensuring transparency and accountability.

Verification is an ongoing process that may be triggered at various points during your relationship with Lowen Play. Typically, you will be asked to complete initial verification shortly after registering your account or before your first withdrawal. Additional verification may be required under the following circumstances:

• When you reach certain deposit or withdrawal thresholds.
• If there are changes to your personal information, such as your address.
• If our internal monitoring systems detect unusual or suspicious activity on your account.
• Periodically, as part of our ongoing regulatory compliance obligations.
• To confirm the source of funds for significant transactions.

We will always notify you promptly if further verification is needed and guide you through the necessary steps.

To complete our verification checks, Lowen Play may request several types of documents. These documents help us confirm your identity, address, and ownership of payment methods. We always strive to keep these requests to a minimum while fulfilling our regulatory duties. The specific documents required will depend on the nature of the verification needed.

To verify your identity, we typically require a clear, legible copy of one of the following government-issued identification documents. The document must be valid, not expired, and show your full name, date of birth, photograph, and signature:

• Passport (photo page)
• National Identity Card (front and back)
• Driving Licence (front and back)

Please ensure all four corners of the document are visible, and there is no glare or obstruction on any details. We may also require a selfie of you holding the document for additional security checks.

To confirm your residential address, we will need a document issued within the last three months, clearly displaying your full name and current address. Acceptable documents include:

• Utility bill (electricity, water, gas, internet, landline phone bill)
• Bank statement or credit card statement
• Government-issued tax statement
• Rental agreement (dated within the last 3 months)

Mobile phone bills are generally not accepted as proof of address. The document must be a digital copy or a high-quality scan, showing the full page and all relevant details.

To prevent fraud and ensure that funds are handled securely, we also verify the ownership of the payment methods you use on Lowen Play. The specific requirements vary depending on the payment method:

• Credit/Debit Cards: We may request a copy of the front and back of your card. For security, please obscure the middle six digits of the card number on the front and the CVV/CVC code on the back. Your name, the first six and last four digits of the card number, and the expiry date must remain visible.
• E-wallets (e.g., PayPal, Skrill, Neteller): A screenshot of your e-wallet account profile page, clearly showing your name and the associated email address or account ID.
• Bank Transfers: A copy of a bank statement (as described under Proof of Address) or a screenshot of your online banking portal showing your name, account number, and bank logo.

All payment methods used must be registered in your own name.

In certain situations, particularly for significant transactions or if our risk assessment indicates a need, Lowen Play may be required to conduct Enhanced Due Diligence (EDD) and ask for proof of your source of funds (SOF) or source of wealth (SOW). This is a regulatory obligation to combat money laundering and terrorist financing. Examples of documents that may be requested include:

• Payslips or employment contracts.
• Bank statements showing accumulated savings.
• Inheritance documents.
• Sale of property documentation.
• Company accounts or dividend statements.

We understand that these requests are sensitive, and we handle all information with the utmost confidentiality and security. Our aim is to ensure that all funds used on our platform are legitimate.

Once you submit your documents, our dedicated verification team will review them. We aim to process all verification requests as quickly as possible. Typically, initial verification can take up to 24-48 hours, though this may vary depending on the volume of requests and the clarity of the documents provided. If additional information or clearer copies are needed, we will contact you via your registered email address. To avoid delays, please ensure your documents are of high quality and meet all specified requirements. You can check the status of your verification within your Lowen Play account or by contacting customer support.

Lowen Play treats the security of your personal data with the highest priority. All documents and information you provide are encrypted and stored securely in accordance with our Privacy Policy and relevant data protection regulations, such as the GDPR. Access to this information is strictly limited to authorised personnel who require it to perform their duties. We do not share your personal data with third parties unless legally required to do so by our licensing authority or other regulatory bodies. Your trust is paramount to us.

As a regulated online gaming operator, Lowen Play is legally obliged to comply with strict Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) laws. Our KYC and verification procedures are integral to this compliance. By verifying your identity and monitoring transactions, we actively work to prevent our platform from being used for illicit activities. We report suspicious transactions to the relevant authorities, as required by law. This commitment protects both our players and the integrity of the financial system.

A fundamental aspect of our verification process is age verification. It is strictly prohibited for individuals under the legal gambling age to open an account or participate in any gaming activities on Lowen Play. We employ robust age verification checks to ensure that only eligible adults can access our services. If we suspect that an account holder is underage, the account will be immediately suspended, and all funds may be frozen. We are committed to protecting minors and promoting responsible gaming practices.

While we strive for a smooth verification process, delays can sometimes occur, or a submission might be unsuccessful. Common reasons for this include blurry or incomplete documents, expired identification, or discrepancies between the information provided during registration and the documents submitted. If your verification is delayed, please check your email for any requests for additional information. If it is unsuccessful, we will explain the reason and guide you on how to resubmit correctly. Our customer support team is available to assist you if you encounter any difficulties.

Should you have any questions or require assistance with the KYC and verification process, our dedicated customer support team is here to help. You can reach us via live chat, email, or telephone, as detailed on our 'Contact Us' page. We are committed to making your experience at Lowen Play as straightforward and enjoyable as possible, including navigating our essential security procedures. Do not hesitate to contact us for guidance or clarification at any stage.