1. What KYC Verification Is

KYC (Know Your Customer) is a set of procedures that regulated platforms use to confirm the identity of their users before allowing certain operations. In the online gaming sector, KYC verification is a common practice and forms part of the measures for preventing money laundering, fraud, and promoting responsible gaming.

At IXOGames, KYC verification allows us to confirm that each account belongs to a real person, over 18 years of age, and that the funds used are of lawful origin.

2. When Verification May Be Requested

Identity verification may be requested at different times, including:

  • Before processing a withdrawal, as a standard preliminary step on regulated platforms.
  • When inconsistencies are detected in the data provided during registration.
  • When unusual activity patterns or suspicious transactions are identified.
  • When required by a competent authority or an applicable legal obligation.
  • At any time, if IXOGames considers it necessary to confirm the identity of the account holder.

The process may affect the availability of withdrawals until verification is successfully completed.

3. What Documents May Be Requested

Depending on the case and the applicable jurisdiction, IXOGames may request one or more of the following documents:

3.1 Identity Verification

  • A valid official identity document (national ID, passport, cédula, or equivalent document).
  • A selfie or photograph of the holder holding the document.
  • In some cases, a liveness check via video or a similar tool.

3.2 Address Verification

  • A utility bill (water, electricity, gas, internet) with a specific maximum age.
  • A bank statement issued by a recognized institution.
  • A certificate of residence or another equivalent official document.

3.3 Payment Method Verification

  • Proof of ownership of the card or account used.
  • A statement or screenshot showing the holder's name and the last digits of the payment method.
  • In the case of cryptocurrencies, proof of wallet ownership, where applicable.

3.4 Source of Funds Verification

  • Documentation proving the lawful origin of the deposited funds, when considered necessary.

Documents must be valid, legible, and clearly show the requested information. IXOGames may reject illegible, altered, or incomplete documents.

4. How the Process Is Carried Out

The KYC verification process at IXOGames usually follows these steps:

  • Documentation request. You will receive a notification through the contact channels associated with your account (email, live chat, or Telegram), indicating what documents you need to provide.
  • Document submission. You must send the required documents through the channel enabled for that purpose. Do not share documentation through unofficial channels.
  • Review by our team. The compliance team will review the documentation and may request additional information if necessary.
  • Resolution. Once the documentation is validated, you will be notified that verification has been completed, and you can continue your operations on the Platform normally.

If the documentation has issues (for example, blurry images, inconsistent data, or expired documents), you will be asked to resubmit it.

5. Verification Timelines

Verification timelines may vary depending on the volume of requests and the complexity of each case. In general terms, our team aims to complete the review as quickly as possible, but we do not offer guaranteed timelines in advance. We recommend submitting complete and legible documentation on the first attempt to speed up the process.

6. Consequences of Not Completing Verification

If you do not complete KYC verification when requested:

  • You may be unable to make fund withdrawals.
  • The account may be limited in certain functions.
  • In cases of repeated non-compliance or well-founded suspicion, IXOGames may suspend or close the account, in accordance with the provisions of the Terms and Conditions.

IXOGames will always act in accordance with applicable regulations and will endeavor to inform you of the reasons when legally possible.

7. Protection of Your Data

All documentation you provide during the KYC process is handled in accordance with our Privacy Policy. The data is used exclusively for the purposes of verification, fraud prevention, and legal compliance, and is retained for the periods required by applicable regulations.

We apply technical and organizational measures to protect the documentation against unauthorized access, loss, or alteration.

8. Your Rights

As a user, you have the right to:

  • Know what data is being processed and for what purpose.
  • Access the information IXOGames holds about you.
  • Request the rectification of inaccurate data.
  • File a complaint with the competent data protection authority.

To exercise these rights, you can contact us through the channels indicated in section 10.

9. Verification and Responsible Gaming

KYC verification also forms part of our commitment to responsible gaming. Confirming the identity and age of users allows us to guarantee that only persons over 18 years of age access the Platform and that the limits set by each player are respected.

10. Contact

If you have questions about the KYC policy or the verification process, you can contact us through:

Our support team is available 24/7 and can guide you on the necessary documents and the steps to follow.

11. Changes to This Policy

IXOGames may update this KYC Policy to reflect legal, technical, or procedural changes. Modifications will be published on this page with the corresponding update date. We recommend reviewing it periodically.