Customer Verification Policy

Introduction to Customer Verification

Pickering Casino maintains a comprehensive verification policy in compliance with regulations set by the Alcohol and Gaming Commission of Ontario (AGCO) and iGaming Ontario. This policy implements Know Your Customer (KYC) procedures to verify customer identities, prevent fraud, combat money laundering, and ensure responsible gambling practices.

All players must successfully complete our verification process to maintain account privileges and access withdrawal functionality. This process is designed to be secure, efficient, and minimally intrusive while meeting all regulatory requirements.

Verification Timing and Triggers

Account Registration

Basic verification occurs immediately during registration through:

• Email verification via confirmation link
• Mobile phone verification via SMS code
• Automatic address verification through database cross-referencing

Enhanced Verification Triggers

Full verification is required when:

• Processing your first withdrawal request
• Cumulative deposits reach $1,000 CAD
• Suspicious or unusual account activity is detected
• Significant changes to playing patterns occur
• Updates to personal information are submitted
• Required by regulatory compliance obligations

Pickering Casino may request verification at any time, regardless of account status or activity level.

Required Documentation

Identity Verification

One of the following government-issued photo identification documents:

• Driver’s license (front and back)
• Passport (information page)
• Ontario Photo Card
• Permanent Resident Card

Documents must be current (not expired), clearly legible, and show all four corners.

Address Verification

One of the following documents dated within the last 3 months:

• Utility bill (electricity, water, gas, internet, etc.)
• Bank statement or credit card statement
• Government-issued correspondence
• Property tax assessment
• Insurance document

Digital bills and statements are acceptable if they display your full name, address, and date of issue.

Payment Method Verification

For credit/debit cards:

• Photo or scan showing the last 4 digits, cardholder name, and expiry date (other digits must be obscured)

For bank accounts:

• Bank statement showing account holder name and account number (partial)

For e-wallets:

• Screenshot of account profile showing your name and email address

Submission Process

All verification documents can be submitted through:

1. The secure document upload portal in your account settings
2. Email to [email protected] (from your registered email address)

For security, please:

• Submit files in JPG, PNG, or PDF format
• Ensure file size is under 5MB per document
• Include your username in the subject line if submitting via email

Verification Timeline and Status

Processing Times

• Basic verification: Typically immediate (automated)
• Enhanced verification: 24-48 hours during business days
• Additional verification: 3-5 business days (if further documentation is required)

Verification Status

You can check your verification status in your account settings under “Account Verification.” Possible statuses include:

• Not Verified: Basic verification incomplete or failed
• Partially Verified: Basic verification complete, enhanced verification pending or incomplete
• Verification In Progress: Documents submitted and under review
• Verified: All verification requirements successfully completed
• Additional Verification Required: More information needed

Data Protection and Security

All submitted verification documents are:

• Transmitted via encrypted connections
• Stored in secure systems with restricted access
• Retained only as long as legally required
• Accessible only to authorized personnel
• Never shared with third parties except as required by law

Our document handling procedures comply with Ontario’s privacy regulations and data protection standards.

Failed Verification

Verification may fail if:

• Documents are illegible, expired, or altered
• Information doesn’t match registration details
• Documents show signs of tampering
• Required documentation is incomplete
• Documents fail authenticity checks

If your verification fails, you’ll receive an email explaining the reason and instructions for resubmission. After three failed attempts, your account may be subject to additional security measures.

Special Circumstances

For special verification circumstances, including:

• Residents who have recently moved
• Legal name changes
• Non-standard address formats
• Technical difficulties submitting documents

Please contact our verification team directly at [email protected] or call +1 (866) 123-4567 for personalized assistance.

Pickering Casino reserves the right to modify this verification policy as needed to comply with regulatory requirements or enhance security measures. Any updates will be communicated to account holders and posted on our website.