AML & KYC Policy
What we check, when we check it, and why a withdrawal is occasionally held. Most of this is legal obligation rather than house policy, which is why there is little discretion in it.
1. Our obligations
We are committed to maintaining appropriate Know Your Customer (KYC) and anti-money laundering procedures. We may request information or documents from customers when necessary to verify identity, protect accounts, prevent fraud, and comply with applicable legal and regulatory requirements.
2. Identifying you
Before you withdraw, and in some cases earlier, we verify:
- Who you are — full name and date of birth, against photo ID.
- Where you live — a document dated within 90 days showing your name and address.
- That the payment method is yours — a card image with middle digits obscured, or a statement header.
We may use electronic verification against credit-header and government data before asking for documents. If electronic verification succeeds, you may never be asked to upload anything.
3. Ongoing monitoring
Accounts are monitored for patterns that are inconsistent with the customer profile — deposits well beyond stated means, rapid deposit-and-withdraw cycles with little play, structuring of transactions below thresholds, or use of payment methods belonging to third parties. Where a pattern is flagged, we may request further information.
4. Enhanced due diligence
Additional checks apply where cumulative activity passes defined thresholds, where a customer is a politically exposed person, or where a transaction has no apparent lawful purpose. This can include evidence of source of funds — payslips, a bank statement, a contract of sale, or similar. We ask for the minimum that satisfies the obligation.
5. Third-party funds
You may only deposit money that belongs to you, from a payment method in your own name. Depositing on behalf of another person, or allowing another person to use your account, is a serious breach and will result in closure. Funds identified as belonging to a third party are returned to source.
6. Why a withdrawal gets held
In descending order of frequency: the account is not yet verified; a document is expired, cropped or unreadable; the withdrawal destination differs from the deposit source; or an enhanced due diligence request is outstanding. We tell you which of these applies and exactly what will clear it.
7. Reporting and confidentiality
Where we are required to report a matter to the relevant authority, we are generally prohibited by law from telling you that we have done so. This is not a matter of discretion, and support staff cannot discuss it.
8. Record keeping
Identity and transaction records are retained for at least seven years after your account closes, as required by law. See our privacy policy for how that information is protected.