KYC and Verification

At Frank & Fred, maintaining a secure and trustworthy gaming environment is paramount. We are committed to protecting our players, preventing fraud, and adhering to strict regulatory requirements. Identity verification is a fundamental step in achieving these goals. By confirming your identity, we ensure that only legitimate players access our services, safeguarding your account and our platform from misuse. This process helps us combat underage gambling, money laundering, and other illicit activities, contributing to a fair and responsible gaming experience for everyone at Frank & Fred.

KYC, or Know Your Customer, refers to the mandatory process of identifying and verifying the identity of our customers. It is a legal and regulatory requirement for financial institutions and online gambling operators like Frank & Fred. The primary objective of KYC is to prevent financial crime, including money laundering, terrorist financing, and fraud. By collecting and verifying specific personal information, we build a clear profile of our players, ensuring compliance with anti-money laundering (AML) laws and promoting responsible gaming practices.

Verification is an ongoing process at Frank & Fred, triggered at various points during your interaction with our platform. Typically, initial verification is required upon registration or before your first withdrawal. However, we may request further documentation at any time if there are changes to your account details, if your cumulative transaction amounts reach certain thresholds, or if our monitoring systems flag any unusual activity. This includes, but is not limited to, large deposits or withdrawals, changes in payment methods, or discrepancies in provided information. Our commitment to regulatory compliance means that we may also initiate verification based on directives from our licensing authority or other relevant bodies.

To complete your identity verification, Frank & Fred may request several types of documents. These are generally categorised into proof of identity, proof of address, and proof of payment method ownership. Depending on the specific circumstances and regulatory requirements, we might also request documents related to your source of funds. All submitted documents must be valid, current, and clearly legible. We require full, untampered images or scans of original documents, not photocopies of copies.

To confirm your identity, we typically require a government-issued photographic identification document. This document must clearly show your full name, date of birth, photograph, signature, and the document's expiry date. Accepted forms of proof of identity include:

• Passport: A clear scan or photograph of the full photo page.
• National Identity Card: A clear scan or photograph of both the front and back of the card.
• Driver's Licence: A clear scan or photograph of both the front and back of the licence, ensuring the expiry date is visible.

The document must be valid and unexpired at the time of submission. We cannot accept documents that are blurry, cut off, or show signs of alteration.

To verify your residential address, we require a document issued within the last three months that clearly displays your full name and current residential address. This document must be from an independent third party. Accepted forms of proof of address include:

• Utility Bill: Such as electricity, gas, water, or internet/landline phone bill (mobile phone bills are generally not accepted).
• Bank Statement: A statement from your current bank account.
• Government-Issued Correspondence: Official letters from government bodies, such as tax statements.

The document must be dated within the last three months and clearly show the issuing authority's name and logo. PO Box addresses are not accepted as proof of residential address.

To ensure the security of financial transactions and prevent fraud, Frank & Fred requires verification of the payment methods used on your account. This confirms that you are the legitimate owner of the funds. The specific documents required depend on the payment method:

• Credit/Debit Cards: A clear photo of the front of the card, showing the first six and last four digits of the card number, your name, and the expiry date. The middle eight digits can be obscured. The CVV/CVC code on the back must always be covered.
• E-Wallets (e.g., Neteller, Skrill): A screenshot of your e-wallet account page, clearly showing your name, email address, and the account ID.
• Bank Transfers: A copy of a bank statement or a screenshot from your online banking portal, clearly showing your name, bank account number, and the bank's logo.

All details must match the information registered on your Frank & Fred account.

In certain situations, particularly when large transactions occur or when required by regulatory obligations, Frank & Fred may need to conduct Enhanced Due Diligence (EDD) and request information regarding your Source of Funds (SOF). This is to comply with anti-money laundering regulations and ensure the funds used for gambling are legitimate. Documents that may be requested include:

• Payslips or Employment Contract: To confirm salary as a source of income.
• Bank Statements: Demonstrating consistent income or a significant balance.
• Proof of Inheritance: Legal documentation for inherited wealth.
• Property Sale Documents: Evidence of funds from the sale of property.
• Investment Portfolios or Dividend Statements: To verify investment income.

This information is handled with the utmost confidentiality and is used solely for regulatory compliance purposes.

Once you submit your documents, our dedicated Frank & Fred verification team will review them. We aim to process all verification requests as quickly as possible, typically within 24-48 hours. During peak times or if further information is required, this timeframe may be extended. You will be notified via email or through your Frank & Fred account portal regarding the status of your verification. If any documents are unclear or additional information is needed, we will contact you with specific instructions. We appreciate your patience and cooperation during this essential process.

Frank & Fred takes the security and privacy of your personal documents very seriously. All documents submitted for verification are handled in strict accordance with data protection regulations, including the General Data Protection Regulation (GDPR). Your information is stored securely on encrypted servers and is only accessible to authorised personnel for verification and compliance purposes. We do not share your documents with third parties unless legally obligated to do so by our licensing authority or other relevant legal bodies. Our privacy policy provides full details on how we protect your data.

Frank & Fred operates under a strict Anti-Money Laundering (AML) policy. This policy is designed to detect, prevent, and report potential money laundering and terrorist financing activities. Our KYC and verification procedures are integral to our AML framework. We monitor transactions and account activity for suspicious patterns and maintain records of all verification steps. Any suspicious activity is reported to the relevant authorities as required by law, without prior notification to the player. Our commitment to AML compliance protects Frank & Fred and our players from financial crime.

Underage gambling is strictly prohibited at Frank & Fred. As part of our commitment to responsible gaming, age verification is a mandatory component of our KYC process. We rigorously check the date of birth provided during registration against your submitted identity documents. If there is any doubt about a player's age, access to our services will be suspended until satisfactory proof of age is provided. Any accounts found to belong to minors will be immediately closed, and any winnings will be forfeited. We actively work to prevent minors from accessing our platform and encourage parents and guardians to utilise parental control software.

If your verification is delayed beyond the typical timeframe, or if it is unsuccessful, our team will contact you with the reasons and provide guidance on how to proceed. Common reasons for delays or unsuccessful verification include submitting unclear or expired documents, discrepancies between provided information and submitted documents, or missing required details. It is crucial to respond promptly to any requests for further information to expedite the process. Failure to complete verification successfully may result in restrictions on your account, including limitations on deposits, withdrawals, or even account suspension, until the requirements are met.

If you have any questions about the KYC process, require assistance with uploading documents, or need clarification on any aspect of verification, our dedicated Frank & Fred customer support team is available to help. You can reach us via live chat on our website or by sending an email to our support address. Please do not hesitate to contact us, we are here to guide you through each step and ensure a smooth and secure experience at Frank & Fred.