Introduction to verifying your account

Like all serious, reputable, and licensed casino operators, we may ask you to provide ID, proof of address, and other documentation (such as source of funds/wealth information) when certain criteria or payment thresholds are reached. This protects you and Frenwall and ensures we comply with various laws and directives.

Why does Frenwall ask for this information?

We understand it can be annoying to be asked for personal and financial information, especially if you have played for months or years without such requests, don’t wager large sums, or don’t play often.

However, sometimes we must legally request relevant documents from our players, usually triggered once a player makes deposits above a certain threshold.

Verifying the source of funds/wealth is key to preventing irresponsible gaming, money laundering, other criminal acts, and the financing of terrorism.

Just as banks do, Frenwall may need to ask you for further information to meet our regulator’s enhanced due diligence requirements.

What will Frenwall do with my information?

Any information provided is treated in the strictest confidence per our Privacy Policy and is only used to fulfil our regulatory and legal obligations. Only specialist-trained staff have access to any documents you share.

What documents can I provide to verify my account?

If you receive a request for information, please provide as much supporting evidence as possible. This will help us verify your account faster and limit any need to request additional information.

Below are some examples and the types of supporting documents we would require:

• Employment: Your latest tax return, wage slip, director remuneration documentation, dividend documentation, pension statement, and/or bank statement showing regular salary payments into the account.
• Investment: A copy of the stock transfer form together with a corresponding bank statement specifying the same amount shown on the stock transfer form as in your bank account.
• Inheritance: Your solicitor’s beneficiary letter and your bank statement showing the payment being made.
• Winnings from other bookmakers/casinos: Your account summary overview from the other operator(s) to show your deposits and withdrawals, and your bank statement showing payment(s) being made from the other operator(s).
• Savings: Your bank statement showing payment(s) being made, a brief explanation as to how your savings have been accrued, or a screenshot of your account balance before and after using our services.
• Gift: Letter from the donor explaining the reason for the gift and the source of the donor's wealth, and a certified identification document from the donor.
• Property/Rental Income: A copy of the official property transfer form signed and dated by the buyer and seller of the property, together with a corresponding bank statement specifying the sale amount into your bank account. Where rental income is received from a property, your rental contract(s) and your bank statement showing payment(s) being made.
• Crypto Mining: Ledger of the amount of cryptocurrency mined, and wallet address and transaction hash to which the mined cryptocurrency was delivered.
• Other, including one-off payments: Your solicitor’s letter, your bank statement showing payment(s) being made, and confirmation of your settlement.

What happens if I do not provide the requested information?

We will have to limit what you can do on your account until the verification process is complete. For example, limits on further deposits and withdrawals or on your play. Restrictions are removed once the process has been satisfactorily completed.

How can I provide any evidence you require?

For your convenience and data protection, we’ve made sending your documents easy. Upload your documents via the ‘My Profile’ section on the website or the button below.

Need help or have further questions?

Please email [email protected] if you would like further information. We promise this process is not as daunting as it may seem. We can even arrange a phone call to talk you through it should you wish.