Skip to main content

My KYC was rejected, now what?

In this article, we have covered the possible errors that can occur in KYC and the step-by-step that you should follow.

Updated over a month ago

The KYC verification procedure is carried out by a third-party data processing company, as we aim to ensure the complete confidentiality of your information.

Occasionally, the document may be refused and thus block a further account verification attempt.

The reasons why a document is refused may be various, for example:

  • The document data could not be read properly;

  • The same data and/or the same document is already linked to another account with Cbet;

  • The details given in the Personal Information are different to what is contained in the document;

  • I have selected one document and sent the photos of another, for example: I have chosen a driving licence and sent a photo of my ID;

  • Have sent a document damaged, expired or different from ID, Driver's License or Passport or Passaporte;

  • Your date of birth does not meet the criteria of our Terms and Conditions;

In order for us to request a re-evaluation from the verification company, we'll need you to send our LiveChat agents the following information:

1> Your full name, date of birth, your user name and email registered on the account

2> A screenshot of the verification failure, by clicking in the "View" button next to the 🔗 KYC option

3> A photo of the front AND back of your ID, Driver's License or Passport, respecting the following conditions:

  • The document must be original (xerox or digital document print are not accepted);

  • The document must be intact (not torn, stained, dented);

  • The document must be outside the protective plastic to prevent glare from obscuring any information;

  • Check the photo before sending: if you can see everything clearly, then the photo is good for sending.

4> A photo of yourself holding your document legible close to your face, as below:

For this photo, look for a well-lit place and prioritize your face and document (bust, torso, ceiling, wall, etc are irrelevant).

Our support team will receive your request and proceed with the request for re-examination by the company doing the KYC verification.

We kindly ask you to wait until you receive a feedback email from our team. This email will contain some instructions on how to get your account officially verified.

It may take our team a few business days to send you the email, but don't worry, keep in mind that your request is not unattended 💪

We thank you for your understanding and trust in our work 🤗

Did this answer your question?