1. Purpose of This Document
This document describes the identity verification requirements that apply to accounts registered with Windsor in Canada. It sets out what information is collected, when verification is required, what documents are accepted, how the process is conducted, and the consequences of not completing verification. The purpose is to inform account holders of their obligations and of the procedures applied under applicable Canadian regulatory and compliance frameworks.
2. Reasons for Identity Verification
The platform operates under legal and regulatory obligations that require confirmation of the identity of account holders. These obligations arise from Canadian anti-money laundering legislation, including the Proceeds of Crime (Money Laundering) and Terrorist Financing Act, as well as applicable provincial gaming regulations and the requirements of the relevant licensing authority.
Identity verification serves, in particular, the following purposes:
- Confirming that the account holder is a real individual
- Confirming that the account holder meets the minimum age requirement to participate in gambling activities in their province of residence
- Preventing the creation of duplicate or fraudulent accounts
- Supporting responsible gaming controls that are tied to a verified account identity
- Meeting anti-money laundering and counter-terrorist financing obligations as required by FINTRAC and applicable provincial regulators
3. When Verification Is Required
Identity verification may be required at any of the following points:
- At the time of account registration or shortly thereafter
- Before a withdrawal request is processed
- When account activity triggers a review under internal compliance procedures
- When a transaction meets or exceeds thresholds that require identity confirmation under applicable law
- When there are reasonable grounds to conduct additional due diligence on an account
The company reserves the right to place a hold on withdrawals or restrict account functionality until verification is completed to the satisfaction of the platform.
4. Accepted Identity Documents
To verify identity, users will be required to submit documents from the categories listed below. All documents must be valid, unaltered, and clearly legible. Expired documents are not accepted.
4.1 Primary Identity Document
One of the following government-issued photo identification documents is required:
- Canadian passport
- Provincial or territorial driver’s licence
- Provincial or territorial identification card
- Permanent resident card
- Canadian citizenship card with photo
4.2 Proof of Address
Where address verification is required separately from the primary identity document, one of the following may be requested:
- A utility bill issued within the past 90 days
- A bank or financial institution statement issued within the past 90 days
- An official government correspondence addressed to the user at the registered address
4.3 Additional Documentation
Depending on the nature of the review, supplementary documentation may be requested. This may include, for example, source-of-funds documentation, a second form of government-issued identification, or other materials relevant to the compliance review in question. Any such requirement will be communicated directly to the account holder.
5. Verification Methods
The platform uses the following methods to verify submitted documentation:
Document review: Submitted identity documents are reviewed for authenticity, consistency, and validity. The review includes verification that the document type is acceptable, that personal details match the information provided at registration, and that the document has not expired.
Facial matching: Where required, the account holder may be asked to submit a selfie or a short video for the purpose of matching their likeness to the photo on the identity document. This step is used to confirm that the person submitting the document is the account holder.
Liveness check: In some cases, a liveness check may be required to confirm that the submission is made by a live person and not a static image or recording.
Credit file or dual-process method: In circumstances where document-based verification is not sufficient or not available, alternative methods permitted under Canadian regulatory guidance may be used, including the credit-file method or the dual-process method as described in FINTRAC compliance materials.
6. Submission of Documents
Documents must be submitted through the secure upload facility provided within the account area. Documents sent by unencrypted email are not accepted. Submitted files must be clear, complete, and unobstructed. Partial images, screenshots with visible editing, or files that cannot be opened will not be accepted and will require resubmission.
The account holder is responsible for ensuring that the documents submitted are genuine and belong to them. Submitting false, altered, or fraudulent documentation is a serious breach of the applicable terms and conditions and may result in immediate account closure, forfeiture of funds, and referral to relevant authorities.
7. Processing Time
The standard target timeframe for completing identity verification reviews is three to five business days from receipt of a complete and legible document submission. Complex cases or cases requiring additional documentation may take longer. The account holder will be notified via the contact method registered to the account if further information is needed or when the review is concluded.
8. Consequences of Non-Completion
If identity verification is not completed within the timeframe specified by the platform, or if submitted documents do not meet the stated requirements, one or more of the following actions may be taken:
- Suspension of the ability to make withdrawals
- Restriction of access to certain account features
- Placement of the account under review
- Closure of the account in accordance with the applicable terms and conditions
Any funds held in an account subject to closure will be handled in accordance with the applicable terms and conditions and regulatory requirements.
9. Data Handling
Personal data and identity documents collected during the verification process are handled in accordance with the platform’s Privacy Policy. Documents are stored securely and retained only for as long as required by applicable law and the internal data retention schedule. Identity documents are not sold or shared with third parties except where required by law or by regulatory obligations.
10. Contact
Questions about the identity verification process or requests for assistance with a submission should be directed to the support team through the contact channels listed on the Contact page. Identity documents should not be sent through general contact forms or other unencrypted channels.