Our AML and Verification Policy
We hold a Curaçao eGaming licence, and that licence carries real obligations: we must know who our players are, watch how money moves through our platform, and act when something looks wrong. This page sets out exactly what we verify, when we verify it, and what happens if a check is not completed.
Our AML Commitment
Vegashero Casino operates under licence 8048/JAZ issued by the Curaçao licensing authority, and we run our platform to the anti-money-laundering and counter-terrorism-financing standards that licence demands. We are not a bank, but we move money, so we treat our obligations seriously: we identify our players, we monitor transactions, and we report suspicious activity to the relevant authorities where the law requires it.
Since we launched in 2021 we have maintained a dedicated compliance function led by our Money Laundering Reporting Officer (MLRO). Every member of our payments and support teams completes AML training when they join and refresher training each year after that. Our policy applies to every account on our platform, regardless of deposit size or payment method, and it covers crypto transactions (BTC, ETH, LTC, DOGE, USDT) in the same way as AUD card and e-wallet payments.
When We Verify Your Identity
Verification triggers
We verify identity at three points. First, at registration we confirm your age (18+) and your location against our restricted-country list, which excludes the USA, France, Spain, the Netherlands, Belgium, Italy, Portugal, Sweden and Russia. Second, before your first withdrawal we complete full KYC. Third, at any point where your cumulative deposits reach a threshold that raises risk indicators under our licence conditions, we may ask you to re-confirm your details.
You will not be blocked from depositing or playing while your standard verification is pending, but no withdrawal leaves our platform until your documents are approved.
- Government-issued photo ID: passport, driver licence or national ID card, valid and legible on all four corners
- Proof of address: a utility bill, bank statement or official government letter issued within the last 3 months showing your name and residential address
- Payment method verification: a photo of the card used (first six and last four digits visible, middle digits and CVV covered), a screenshot of your e-wallet or crypto wallet showing your name or wallet address, or a bank statement for direct transfers
How Verification Works Step by Step
The whole process runs inside your account, and most players finish it in under ten minutes. Here is the sequence.
- Open the Verification tab in your account profile and select the document type you are uploading
- Photograph or scan each document clearly, with all edges visible and no glare or cropping
- Upload the files through the secure form (never by email)
- Our compliance team reviews the submission, typically within 24 hours and often faster
- You receive the result by email and see the status update directly in your account
- If anything is unclear or rejected, we tell you exactly why and what to resubmit
How we protect your documents
Uploads travel over TLS encryption to access-controlled storage that only our compliance team can reach. Support agents cannot view your identity documents. We never ask for documents by email, live chat or phone, and we never ask for your password or full card number including CVV. If anyone requests that from you, it is not us, and you should report it to [email protected] immediately.
When We Ask About Source of Funds
For most players, identity verification is all we ever need. Source of funds (SoF) questions arise when your depositing pattern suggests a level of spending we cannot reasonably connect to ordinary income: large single deposits, sustained high-frequency deposits, or cumulative deposits well above typical play for your account history.
If we request SoF, we ask for documents that show where the money came from, not what you plan to do with it. Acceptable examples include recent payslips, tax returns or notices of assessment, a sale contract for property or a vehicle, dividend or investment statements, or bank statements showing the incoming funds. We also apply enhanced checks to accounts depositing primarily in crypto where the value moved exceeds our internal thresholds. SoF requests are not accusations. They are a licence requirement, and your documents are reviewed with the same confidentiality as your ID.
How We Monitor Transactions
Every deposit and withdrawal on our platform passes automated screening against risk rules, with manual review by our compliance team for flagged activity. We watch for structuring (splitting amounts to stay under thresholds), rapid deposit-withdrawal cycling with minimal gameplay, and patterns inconsistent with recreational play. Withdrawals follow the same-method rule: funds go back to the same card, wallet or crypto address used for depositing, which prevents our platform being used as a pass-through for third-party money.
Our withdrawal limits sit at a minimum of 15 AUD per transaction, a maximum of 8,000 AUD per day and 32,000 AUD per month. E-wallet and crypto withdrawals are processed within 0 to 24 hours, and card withdrawals take 1 to 3 business days. We charge no fees on either side, and any limits temporarily lowered during an open compliance review are reinstated once the review closes.
| Check | What we look at |
|---|---|
| Deposits | Method ownership, pattern consistency, third-party payment flags |
| Withdrawals | Same-method rule, verified identity, limit compliance |
| Crypto | Wallet screening, transaction-chain risk indicators |
| Ongoing | Cumulative thresholds, unusual velocity, account behaviour changes |
If Verification Is Not Completed
If you do not provide requested documents, or the documents cannot be validated, we take a staged approach. Withdrawals are suspended first, so your balance stays protected on your account. Deposits may then be blocked if the request relates to a source-of-funds review. Where documents are rejected, we always explain the reason, whether that is expiry, illegibility, a name mismatch or a failed authenticity check, and we give you a fresh opportunity to submit.
In serious cases, deliberately falsified documents, third-party accounts, or use of our platform by an excluded person, we close the account. We are also legally prevented from telling you when a suspicious activity report has been filed about a transaction, so please do not read our silence as inaction. If your account is restricted, contact [email protected] or our 24/7 live chat and we will tell you precisely what is outstanding.
How Long We Keep Your Records
We retain verification documents and transaction records for a minimum of five years after your account closes, as required under our licence conditions. Retention exists for a simple reason: if a historical transaction is later queried by the licensing authority or law enforcement, we must be able to produce the records that justify what we did and when. After the retention period expires, documents are securely destroyed. You may request confirmation of what we hold about you at any time by writing to [email protected], and we will respond within the timeframes our licence requires.
If you have questions about anything on this page, our compliance team can be reached through the same channels as general support, around the clock.
Frequently Asked Questions
Do I need to verify my identity before I can deposit?
No. You can register, deposit and play on AUD or crypto before full verification. We complete KYC before your first withdrawal, or earlier if risk indicators require it.
Why do withdrawals have to go back to the same method I deposited with?
The same-method rule stops our platform being used to move money for someone else. It confirms the funds return to the person who sent them, which is a core AML requirement of our Curaçao licence.
How long does document review take?
Most submissions are reviewed within 24 hours, often faster. You will be notified by email either way, and you can track status in your account at any time.
Is it safe to upload my passport or ID card?
Yes. Documents are transmitted over TLS encryption and stored in access-controlled systems that only our compliance team can view. We never request documents by email, chat or phone.
What happens if my documents are rejected?
We tell you the exact reason, such as blur, cropping, expiry or a name mismatch, and you can resubmit straight away. Withdrawals stay paused until an approved document is on file.