At Kelowna, identity verification is a mandatory compliance procedure applied to all registered accounts. This process is commonly referred to as Know Your Customer (KYC). It is required under applicable Canadian federal and provincial regulatory frameworks, including obligations administered by FINTRAC under the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA). Verification is conducted to confirm the legal identity, age, and eligibility of each account holder before certain account actions are permitted.
This document describes when verification is required, which documents are accepted, how the process operates, and how submitted information is handled.
1. When Verification Is Required
Identity verification may be requested at any of the following points:
- During account registration, before an account becomes fully active.
- Before a withdrawal is processed, regardless of the amount.
- When account information is updated, including name, address, or contact details.
- When account activity reaches regulatory thresholds. Under FINTRAC guidance applicable to casino operators in Canada, identity checks are associated with transactions including cash receipts or disbursements of CAD 10,000 or more, receipt of funds or credit extensions of CAD 3,000 or more, and international electronic funds transfers of CAD 1,000 or more.
- When internal risk systems identify unusual or inconsistent account activity.
- When a suspicious transaction is detected, in which case verification may be required regardless of the transaction amount.
Verification may also be requested at any time the company determines that it is necessary to meet legal or regulatory obligations.
2. Documents Accepted for Identity Verification
2.1 Primary Identity Documents
The following government-issued documents are accepted as primary proof of identity:
- Canadian passport
- Provincial or territorial driver’s licence
- Provincial or territorial photo identification card
- Permanent resident card
- Other government-issued photo identification accepted under applicable rules
All documents must be valid and not expired at the time of submission. Documents must clearly show the account holder’s full legal name, date of birth, and photograph.
2.2 Proof of Address
Where proof of address is required, documents must display the account holder’s full name and current residential address. Acceptable documents typically include a recent utility bill, bank statement, or government-issued correspondence dated within the past three months.
2.3 Documents Not Accepted
Provincial health cards are not accepted as primary identity documents. Documents that are expired, damaged, partially obscured, or otherwise unreadable will not be accepted. The company reserves the right to decline any document that does not meet the required standards.
3. Verification Procedure
When verification is required, the account holder is notified through the registered contact method. The account holder is responsible for submitting the requested documents within the timeframe specified in the notification.
Documents must be submitted through the secure upload method designated by the platform. Personal identification documents must not be sent by unencrypted email, messaging applications, or any channel not expressly authorised for this purpose.
Submitted documents are reviewed by the compliance team. The review period depends on document quality and the volume of requests. The account holder is notified of the outcome once the review is complete.
If submitted documents are unclear, incomplete, or inconsistent with account information, additional documentation may be requested. The account holder will be informed of what is required.
4. Consequences of Failed or Incomplete Verification
If an account holder does not complete verification within the required timeframe, or if submitted documents cannot be accepted, the company may take the following actions:
- Restrict access to account functions, including the ability to withdraw funds.
- Place the account under review pending receipt of satisfactory documentation.
- Suspend or close the account if verification cannot be completed after reasonable attempts.
Any funds held in a suspended or closed account will be handled in accordance with the applicable terms and conditions and relevant regulatory requirements.
5. Age Verification
Account registration and use are not permitted by persons who have not reached the legal gambling age in their province or territory of residence. Age verification is conducted as part of the standard identity verification process. Where age cannot be confirmed, account access will not be granted or will be suspended until verification is complete.
Legal gambling age varies by province in Canada. Account holders are responsible for confirming that they meet the age requirement applicable in their jurisdiction.
6. Handling of Personal Data
Documents and personal information submitted for verification purposes are processed in accordance with the Kelowna Privacy Policy. Submitted data is used solely for identity verification, regulatory compliance, and fraud prevention purposes.
Appropriate technical and organisational measures are applied to protect submitted documents and personal data from unauthorised access, disclosure, or loss. Data is retained for the period required under applicable law and regulatory obligations, after which it is securely deleted or anonymised.
Personal data submitted for verification is not sold, transferred, or disclosed to third parties except where required by law, by a regulatory authority, or as described in the Privacy Policy.
7. Account Holder Responsibilities
The account holder is responsible for:
- Providing accurate and truthful information during registration and verification.
- Submitting documents that belong to the account holder and accurately reflect their identity.
- Notifying the company promptly if personal details change after verification has been completed.
- Ensuring that documents are submitted only through authorised channels.
Submitting false, altered, or third-party documents constitutes a breach of the applicable terms and conditions and may result in immediate account closure and reporting to relevant authorities.
8. Contact
Questions regarding the identity verification process may be directed to the support team through the contact methods listed on the Contact page of this site. When submitting an enquiry about a verification request, the account reference number provided in the verification notification should be included to allow the team to locate the relevant case.