This guide explains how verification works at Kong Casino, what the checks are for and what to do when a document is not accepted. Have the documents listed in the table above ready as clear digital copies before you start, and check that the name on each one matches the name on your account. Then follow the steps above in order.
Verification is needed before you can withdraw, so it is worth starting before you want your money back rather than after.
What the checks cover and how to prepare
Verification is required before you can deposit or play, as with every UK-licensed operator. Kong Casino asks for three kinds of document, and each one answers a different question.
The photo ID, either a passport or a driving licence, confirms who you are and your age. The proof of address confirms where you live, and it must be a utility bill or a government letter dated within the limit shown in the table above. The proof of payment method connects the card or payment account you use to your profile.
The names on all three documents should match each other and the name on your Kong Casino account. Check this before you upload anything, because a mismatch is one of the simplest ways to slow a check down. Use the same spelling and order of names throughout.
The card photo needs to be clear enough to read the cardholder name and the last digits. Cover the rest of the card number and the security code, and do not send a photo of the card's front with the full number visible. If you plan to deposit with a card, use the same card for the proof, so the payment and the account match.
Photos should be in focus, well lit and uncropped, with all the text readable. Scanned copies or screenshots usually cause more problems than clear phone photos, so take the picture in daylight on a plain background.
Verification can take time, and the length of the check depends on the documents you send and how many need reviewing. Do not plan a withdrawal for the same hour you upload your files. You can read how payments work in the deposit guide before you choose which card to use, since that decision affects which proof you will need.
The steps above show the order in which to do things. What they do not show is that you can prepare the documents before you log in. Doing that first makes the upload quicker and reduces the chance of a rejection.
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When verification stalls or a document is rejected
The most common problem is a rejected document. If this happens, open the reason shown in your account, correct it and upload the document again. Do not send the same photo twice, because it will be checked again with the same result. Blurred, cropped or unreadable images, and an address document that is outside the date limit, are the usual causes.
If the names differ between documents, the simplest fix is usually to upload a document that matches your account name. If you have recently changed your name, contact support first and explain the situation rather than sending several uploads in a row.
A deposit may fail while your account is unverified, or for reasons that have nothing to do with verification, such as the card type or details that do not match your profile. Check that the card is a debit card, because credit cards cannot be used for gambling in Great Britain. If the card is correct and the deposit still fails, contact support instead of trying several cards one after another.
A withdrawal that has not arrived should be checked against verification first. A request is normally held until the documents are confirmed, so look at the status of your verification before you assume something has gone wrong with the payment itself. The withdrawal guide explains the rest of the process once verification is complete.
When you contact support, use live chat or email. Support is available by live chat at Live chat 6am–9pm (BST), 7 days a week; email, and email is open too. Say which document you uploaded and when, and describe what the account shows. Include the message you received, if there is one, so the team can see the exact problem. Keep your replies short and stick to one issue per message.
Keeping your account and documents safe
Enter your password only on the Kong Casino website or app. Do not enter it after following a link in an email or message, even if the page looks familiar. If you need to log in to Kong Casino, start from the website or app itself rather than from a message.
Send documents only through your account or through the support channels described in the problems section above. Do not send photos of your ID or card to anyone who contacts you first, and do not share them in forums or chat groups. Keep the originals somewhere safe, and delete any copies you no longer need on your phone or computer.
Plan verification around the time it might take rather than around a deadline. If you need your money on a particular day, start the upload well before that day, not on the day itself.
Every UK-licensed operator must offer deposit limits, time-outs and self-exclusion. If you want to control how much you spend, set a deposit limit before you make your first deposit. The safer gambling page explains the options and where to get help.
Keep your card details up to date in your account, so that the proof of payment method matches the card you actually use. If you change cards or bank, check that the new details are valid before you try to deposit or withdraw.