KYC Policy

1. Introduction & Principles

The Company adheres to and complies with "Know Your Customer" (KYC) principles, which aim to prevent financial crime and money laundering through client identification and due diligence.

The Company reserves the right, at any time, to request any KYC documentation it deems necessary to determine the identity and location of a user on Owlio.io. We reserve the right to restrict the service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in our sole discretion based on the legal framework.

We take a risk-based approach and perform strict due diligence checks and ongoing monitoring of all clients, customers, and transactions.

2. Due Diligence Levels

As per the money laundering regulations, we utilize three stages of due diligence checks, depending on the risk, transaction, and customer type:

2.1 SDD — Simplified Due Diligence: Used in instances of extremely low-risk transactions that do not meet the required thresholds.

2.2 CDD — Customer Due Diligence: The standard for due diligence checks, used in most cases for verification and identification.

2.3 EDD — Enhanced Due Diligence: Used for high-risk customers, large transactions, or special cases. This may include verifying the user's full legal name, country of citizenship, permanent address, identification number, and documentation of their source of funds and wealth.

3. Verification Triggers

It is compulsory for a user to complete the full KYC process when any of the following conditions are met:

The user makes an aggregate lifetime total of deposits exceeding EUR 5,000.

The user requests a withdrawal of any amount.

The user attempts to or completes a transaction that is deemed suspicious.

During this process, the user will have to input some basic details about themselves and then upload the required verification documents.

4. Required Documents

To complete the KYC process, users must provide the following documents:

4.1 Government-Issued Photo ID — A copy of a valid government-issued photo identification document (in some cases, both front and back depending on the ID document).

4.2 Selfie with ID — A selfie of the user holding the ID document.

4.3 Proof of Residence — A bank statement or utility bill.

5. Verification Guidelines

5.1 Proof of ID

Signature must be present on the document.

Country of issue must not be a restricted country.

Full name must match the client's registered name.

Document must not expire within the next 3 months.

Owner must be over 18 years of age.

5.2 Proof of Residence

Must be a bank statement or utility bill.

Country must not be a restricted country.

Full name must match the client's name and match the name on the proof of ID.

Date of issue must be within the last 3 months.

5.3 Selfie with ID

The holder must be the same person as in the ID document.

The ID document must be the same as the one submitted for proof of ID (photo and ID number must match).

6. Restricted Countries

Users from the following jurisdictions are restricted from using our services: Austria, France and its territories, Germany, Netherlands and its territories, Spain, Union of Comoros, United Kingdom, USA and its territories, all FATF Blacklisted countries, and any other jurisdictions deemed prohibited by the Anjouan Offshore Financial Authority.

7. Process Notes

7.1 When the KYC process is unsuccessful, the reason is documented and a support ticket is created in the system. The ticket number along with an explanation is communicated back to the user.

7.2 Once all proper documents are in our possession, the account gets approved.

7.3 To ensure the validity of user information and compliance with KYC requirements, we employ third-party verification services. These services verify users' identity and age to confirm they are eligible and not from restricted or sanctioned jurisdictions.

8. Refund Policy

The following policy describes the refund practices. This refund policy is an attachment to our Terms and Conditions. Please read and ensure understanding of both documents before playing.

8.1 No refund can be completed once the alleged deposit (including the bonus) has been played using the Services.

8.2 A refund request will only be considered if it is requested within the first twenty-four (24) hours of the alleged transaction, or within thirty (30) days if a Player alleges that another individual (or a minor) has accessed his/her Player Account.

8.3 We reserve the right to withhold any refund or reverse transaction until the identity of the Player Account User is adequately established to our satisfaction. You agree to provide, in case we demand, a notarized identification or any other certified identification in accordance with the applicable laws of your jurisdiction. If such identification is not provided within five (5) days of our request, then such refund or reverse transaction shall not be effected, your Player Account shall be closed, and you shall forfeit all funds in your Player Account.

8.4 If you have funded your account with a credit card, we reserve the right to pay all withdrawal requests up to the total amount deposited as refunds against the purchases you have made. If your withdrawals exceed the total amount deposited, any excess amount will be paid to you via one of our alternative methods available in the cashier.

8.5 If any credit card purchases are considered to carry an unacceptable risk for security or legal reasons, we will initiate refunds for all such transactions back to the credit card and notify all the appropriate authorities and parties.

8.6 If, for any reason, you are not satisfied with our services and request to issue a refund for the balance currently held in your account, all bonuses and winnings in your balance will be deducted prior to calculating the amount to be refunded.