Account Verification

Identity verification (KYC — Know Your Customer) is a legal requirement for all licensed online casinos operating in New Zealand. It serves three purposes: confirming you are at least 18 years old (NZ age restriction), preventing fraud and money laundering (AML compliance), and ensuring your winnings are paid to the correct person. Verification is a one-time process — once your account is approved, you never need to re-submit documents. All documents are handled under strict data protection policies and encrypted with 256-bit SSL.

You need to provide three types of documents:

All documents must be clear, unedited photographs or scans. Blurry, cropped, or digitally altered documents will be rejected.

Most accounts are verified within 2–12 hours on NZ business days. The maximum review time is 24 hours. If your documents are submitted on a NZ public holiday or over the weekend, they will be reviewed on the next business day. You will receive an email notification as soon as your account is approved — or if any document needs to be resubmitted. During busy periods (Monday mornings, after long weekends), verification may take a few extra hours. To speed things up, make sure all three documents are submitted at the same time with clear, well-lit photos.

Yes — you can deposit and play while your KYC verification is pending. Deposits are processed normally and you have full access to all games. However, withdrawals are blocked until verification is complete. This means you should submit your documents as soon as you register — ideally on the same day as your first deposit — so there is no delay when you want to cash out your winnings.

The most common reasons for a document rejection:

You will receive an email explaining exactly which document was rejected and why. Re-upload a corrected version through Account → Verification.

Accepted NZ proof-of-address documents (dated within the last 3 months):

Not accepted: handwritten letters, documents older than 3 months, documents without your full name and residential address, or PO Box addresses only.

Yes. Kiwi’s Treasure uses 256-bit SSL encryption for all document uploads — the same standard used by NZ banks. Your documents are stored on secure, access-restricted servers and are reviewed only by trained compliance staff. Documents are never shared with third parties except where legally required (such as a regulatory audit). Uploaded files are retained only for as long as required by anti-money laundering (AML) regulations. You can request deletion of your data in accordance with New Zealand’s Privacy Act 2020 by contacting support.

Your identity (ID + address) verification is permanent and does not need to be repeated. However, if you add a new payment method (such as a new card or a different e-wallet), you may need to submit a proof of that new payment method. This typically involves uploading a photo of the new card (with middle digits hidden) or a screenshot of the new e-wallet account. This is a standard AML requirement to confirm you own each payment method used on your account.

You can deposit and play without completing KYC, but withdrawals are completely blocked until your account is verified. If a withdrawal request is submitted before verification is complete, it will remain in a pending state until documents are approved. Additionally, accounts with cumulative deposits above a certain threshold may be temporarily restricted until KYC is completed — this is a regulatory requirement. To avoid any interruption to your gaming experience, submit your documents as soon as you create your account.

Live chat cannot accept document uploads directly for security reasons. To submit your documents, use either the secure upload portal under Account → Verification, or email them to [email protected] with the subject line “KYC Verification – [your username]”. Live chat agents can check the status of your submitted documents, advise on why a document was rejected, and escalate urgent verification requests to the compliance team.