Verification [EG]

Verifying Your Identity

To verify your identity, you must provide one of the following documents. These are the only documents accepted for identity verification:

• Passport

• Driving license

• Government-issued ID card

Document requirements

• The document must be valid and not expired.

• It must be a clear photo, not a scan, with all four corners visible.

• All information must be readable.

Before starting identity verification, make sure you have filled in your name, date of birth, address, and phone number in your profile. You can upload your document in the Verification tab under the Identity section. Documents are reviewed quickly once submitted.

Verifying Your Card

Card verification helps keep transactions secure. To verify a card:

1. Go to the Verification tab in your account.

2. Upload a clear photo of your bank card under the Payment section.

Make sure your full name, expiry date, and the first 6 and last 4 digits of the card number are visible. If needed, upload photos of both sides of the card.

Virtual or digital cards

If you are using a virtual card, a screenshot of the card showing your name and the card number (first 6 and last 4 digits) is enough. If those details are not visible on your screenshot, you can send a bank statement showing the same information instead.

Cards that are closed, expired, or lost

If your card is no longer active, you should still verify it by providing a document from your bank confirming the card's closure. The document must include your full name and the card number.

Once submitted, our team reviews the document, and you receive a notification as soon as your payment method is verified.

Replacing an Expired Card

To replace an expired card, add and verify your new card in the Verification tab under the Payment section using the standard card verification steps. To remove the old card, contact support via live chat. If you also need to verify the expired card — for example, to release a pending withdrawal made to it — you can do so with a bank document confirming the card’s closure.

Removing a Card from Your Account

If you need to remove an old, closed, or unused card from your account, contact our support team via live chat. The team will handle the removal for you after confirming your request.

Re-verifying Your Account

You may be asked to re-verify your account to keep it secure and compliant. Common reasons include:

• Adding a new payment method — new cards, e-wallets, or bank accounts need to be verified to confirm they belong to you.

• Expired documents — previously uploaded ID may need to be updated.

To check what is needed, visit the Verification tab. If documents are requested, upload them promptly to avoid delays in withdrawals.

Selfie Verification

Some verification steps require a selfie. To complete it smoothly, follow these steps:

• Use a browser, not the app — log in using Chrome or Safari on your mobile browser. Camera access may not work properly in the app or PWA.

• Allow camera access — enable camera permissions on your device before starting.

• Follow the on-screen instructions — you will be guided step by step in the Verification tab. Keep your face clearly in view.

• Use good lighting — choose a well-lit spot, hold your phone at eye level, and keep your eyes open and facing the camera.

• Only your face should appear — no other people or children should be in the frame.

• Be yourself — do not use photo editors or upload a photo of someone else. The selfie must match your uploaded ID.

If something goes wrong

Try clearing your cache and cookies, switching to another browser, or using a different device. If the problem continues, take a screenshot of the error and contact us via live chat.

Confirming Your Email Address

Confirming your email is important for account security and communication. You can confirm it in two ways.

From the confirmation email

3. Look for the confirmation email sent after you signed up (check Spam and Promotions folders if needed).

4. Click the “Confirm my email” button in the email.

5. Once you open the link, your email is confirmed.

From your account

6. Go to the Profile tab and click Verify next to your email address.

7. Follow the same steps to confirm after receiving the new email.

If no email arrives, contact us via live chat and we can help with a manual confirmation.

Email Confirmation Troubleshooting

If the confirmation link is not working

The link may have expired or already been used. Request a new one from the Profile tab by clicking Verify next to your email address, then use the link in the fresh email. If it still fails, try another browser or device, or contact support for a manual confirmation.

If you confirmed your email but your account still shows unverified

Confirming your email and verifying your account are separate steps. Confirming your email validates your contact address, but full verification also requires identity and, where applicable, payment verification in the Verification tab. Check what is outstanding there; if all is complete and the account still shows unverified, contact support.

Resending the confirmation email

You can trigger a new verification email from the Profile tab by clicking Verify next to your email address. Check Spam and Promotions folders if it does not arrive.

How Long Verification Takes

After uploading your documents, verification usually takes from 10 minutes to a few hours. If all documents are approved and marked as Verified, you are good to go. If anything is missing or needs clarification, you will receive a notification from our security team.

Checking Your Verification Status

You can check your verification status in the Verification tab. Each section — Identity, Payment, and any others requested — shows whether it is verified or still pending review. Approved documents are marked as Verified; anything still required is shown as outstanding. If you are unsure, contact support via live chat.