In our rules we say that gambling companies must be able to identify separate accounts that are held with them by the same person. It is for the companies to decide whether they allow customers to have more than one account. If one does not, it might ask for information to help it make sure that a customer only has one account. If a company does allow multiple accounts, it may choose to ask customers for information to help it monitor those accounts, including for the reasons mentioned above. Offers created by the company, such as free bets and bonuses, are often limited to one per customer. It might seek information to check that customers are not getting around these limits.
When the gambling company is checking your identity for another reason, it can freeze your account until it has confirmed who you are. There is no time limit on how long it can do this for. However, if you have asked to withdraw funds from your account, the company must not demand that you provide additional information as a condition of releasing those funds, if they could have reasonably asked for that information earlier.
We tell the gambling companies that they must know their customers are old enough to gamble and confirm their identity. We do not say what sorts of information they should ask for. If you are not happy about the information you have been asked to give, you must to contact the company direct.
24-Oct-2019 20:18:24