Advanced Player Protection
To ensure the safety of our players, we will, under certain circumstances, request specific documents so we can verify your identity or confirm your source of funds. You can find out more below.
Know Your Customer (KYC) Requirements
Why do you have KYC checks?
Due to UK Gambling Commission legislation, we need to verify the name, age and address of our customers. This process is known as Know Your Customer (KYC), and once complete your account will be fully activated. However, you may be required to send in further documents in the future when we do routine checks on accounts.
How do I verify my identity?
You must complete the following steps to have full access to your account:
Confirm your identity and address by uploading a scan or picture of
your passport, ID card or driving licence, which should include your full
name, date of birth, place of birth, photograph, and full address. If the
address on your licence doesn’t match or isn’t on your ID, also send us a
bank statement or utility bill from the last 3 months.
Documents can be sent via:
- Our online uploader tool
- Android and iOS apps
- Email – firstname.lastname@example.org
For further info on the processing of data during the verification process, please check our Terms and Conditions.
Source Of Funds Policy
Why do you have Source of Funds (SoF) checks?
From time to time, we’ll ask our customers to provide information regarding the source of their funds. This is because, as a UK licenced and regulated betting operator, we have an obligation to check that the funds customers use to play with are legitimate. When certain limits and thresholds are reached, it may become necessary for customers to provide us with proof regarding the source of their funds. This is a licencing requirement of the UK Gambling Commission and not unique to Gala Casino, so it’s likely that other betting operators would ask for the same information when your send/play reaches equivalent levels.
What information do I need to send?
It depends on the nature of the funds but could be:
- Proof of earnings: Payslip/Director remuneration/Dividends/Pension/Annual Tax Return;
- A bank statement/savings account that clearly shows last 3 months of consistent incoming values from an identifiable source.
- A Trust deed clearly showing a consistent entitlement to funds;
- An account statement showing funds recently won from another company;
- Dated proof of an award/payment made to you.
How will the information be used?
The process is handled securely by a small, dedicated team and the information you provide will be used only to establish the legitimacy of the money you use to play with us.
We understand that these requests for information may seem intrusive and that individual financial affairs can be complicated. However, it’s necessary to understand that these checks are a Gambling Commission licencing requirement.
What will happen if I do not send in proof of my source of funds?
Unfortunately, this would mean we would be unable to accept any further business from you, as would any partner sites belonging to the Entain Group. Such restrictions also extend to our Ladbrokes and Coral shops.
If and when you’re able to provide us with the requested information at any point in the future, we will gladly reconsider this position. We hope to be able reach a mutually acceptable level of proof in the least intrusive fashion as we value your business.
How do I send my documents to you?
You can either go online to your Gala Casino account OR email your documents to email@example.com.
Attach a scan or photo (with the corners of the document visible) of the document/s to the email or uploader (if sending via your account) and remember to include your username (if sending by email).
For more help or information, please contact our Customer Protection team on 8000489494 (UK customers) or +44 330 808 9837 (international customers). Alternatively, contact Customer Services on 0800 328 4272 and they will transfer you to the Customer Protection team.
In My Documents you can easily upload the documents we ask for, see previously uploaded documents, and keep track of the account verification process.
Tasks & History
Here you’ll be able to see any outstanding tasks you may have relating to documents requested by us that are still to be uploaded. You can also view all your previous document uploads.
If we’ve asked you to upload documents regarding your account set up (KYC) and/or Source of Funds (SoF) checks, you can do that here. Any other documents we may have asked you for can be uploaded here too. It’s quick and easy and you can keep track of the progress of pending verifications.