Overview
If you've gone through the verification process — submitted your ID, took a selfie, or received a confirmation — but your account still shows as unverified when you try to join a contest or withdraw, here's what's likely happening and what to do.
Give It a Few Minutes, Then Refresh
Verification status updates aren't always instant. After submitting your documents, wait 5–10 minutes then hard-refresh your browser (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac) or fully close and reopen the app. A stale session is often the reason the old status is still showing.
Your Documents May Still Be Under Review
Verification is not always instant — our team reviews submissions manually in some cases. If you submitted documents less than 24 hours ago, your status may still be pending. You'll receive an email confirmation to your registered address once verification is complete.
If it's been more than 24 hours with no update, email support@splashsports.com with your account email and a note that you submitted documents and are still showing as unverified.
You Verified by Email But Still Need ID Verification
There are two separate verification steps on Splash Sports:
Email verification — confirms your email address when you first sign up. This is not the same as identity verification.
KYC (identity) verification — required before depositing, entering real-money contests, or withdrawing. This requires submitting a government-issued ID and a selfie.
If you only completed the email confirmation step, you still need to complete KYC. Go to app.splashsports.com/user-verification to start or check the status of your identity verification.
Your Verification Was Rejected
If your submission was rejected, you'll receive an email explaining why. Common reasons include:
ID image was blurry, cropped, or had glare
ID was expired
Name or address on the ID didn't match what's on your Splash account
Selfie didn't match the ID photo
If your submission was rejected, you can resubmit at app.splashsports.com/user-verification. If you're unsure what went wrong, contact support@splashsports.com and we can tell you the specific reason.
You're Still Blocked After Verification Was Confirmed
If you received a confirmation that verification was successful but your account is still blocking you from entering contests or withdrawing, there may be a separate account-level restriction in place. Email support@splashsports.com and reference that your KYC was confirmed — our team will identify what's blocking you and resolve it.
Questions? Email support@splashsports.com.