Keep your payout on track

Casinomate: Unverified account, waiting payout: the check is what clears it

The licence requires every player to be identified, so send your documents once and the review usually closes within 44 hours.

Start the check

Licensed & auditedRegulated by the Malta Gaming Authority since 2007 (MGA/B2C/881/2007) with independent testing by iTech Labs and BMM Testlabs

Before you upload

Who checks you, and how long does it take?

This table settles who runs the check, how long it lasts and where to ask.

Who checks

Casinomate Ltd.

Licence

Malta Gaming Authority, MGA/B2C/881/2007

Review time

44 hours

Mandatory

Before the first withdrawal

Questions

[email protected]

Minimum age

18+

Get it approved once

Account review on the first attempt

It removes the usual fear: that a slightly blurred photo sends everything back to the start.

Before you pick a file

Open the profile area of your account and look for the verification section, where the three document slots wait. Check which slot is empty before you touch anything.

All four corners in frame

Send your proof of identity first, using a clear colour scan or photo where all four corners of the document sit inside the frame. Skip the glare from a lamp.

Send the matching name

Follow with proof of address dated as recent as you have it, then payment method confirmation showing the name on your casino account. Matching names head off most delays.

A clock you can plan around

Submit and watch your inbox; the review takes 44 hours at most, and the status changes in your account once the team signs off. Nothing else is needed from you.

Three papers plus one maybe

Turn the papers into an approval

This block is the one to open when the review team asks for a specific paper.

Proof of identity

ConfirmsWho you are and your age

Copy must showFull name, photo, date of birth, document edges

Proof of address

ConfirmsWhere you live now

Copy must showYour name, full address, a recent date

Payment method confirmation

ConfirmsThe money source is yours

Copy must showName matching the account, last digits visible

Your Document Came Back

All Four Corners Missing. A photo that is blurred or clipping the corners leaves our team unable to read the name, date or photo, so the file is returned unread. Lay the card flat in daylight and hold steady Fit all four edges inside the frame before you shoot

Address Document Too Dated. Proof of address goes stale quickly, and a bill dated too far back no longer proves where you live today, so it is sent back. Pull a statement issued inside the last few months Use a utility bill showing your full name

Photograph the Paper Instead. A screen grab hides the browser bar and can be trimmed, so it fails as proof, while a photo of the real document holds its detail. Photograph the paper statement on a table Save the original file from the issuer

When the winnings you asked for need a story behind them

Hold a Maltese licence and you accept the duties that come with it. Casinomate holds MGA/B2C/881/2007, and that licence asks us to know where a player's stake money comes from. Treat the request as paperwork, not a suspicion aimed at you.

Depending on how you fund play, a reviewer may ask for one or more of these.

Recent payslips, or a letter from your employer
Bank statements showing savings build up over time
A sale contract for property or a vehicle
A dividend or investment payout statement
A pension or benefit award notice

Plan Ahead

Four Points Where the Check Starts

The usual worry is that the check appears out of nowhere, so here is exactly where it can stop you.

Why Now?

Ask to take money out and the licence requires identity confirmed first, so proof of identity, address and payment method are collected then.

Who Owns That Card?

Adding a card or wallet you have not used before brings a fresh check, because the payment method confirmation has to match the account holder.

Details That Do Not Line Up

Spelling that differs between your profile and your documents stalls the review, so the details are re-checked against the papers you send.

Raising Your Deposit Limit

Raising a deposit limit signals a change in how you play, and the licence expects your identity and funds confirmed before the new limit goes live.

Done in one go

Answers on documents and timing

The fear that a refused document stalls your payout for good.

Can I upload my documents from my phone instead of a computer?+

Yes, a phone photo works fine as long as the whole card sits in the frame and the text stays sharp. Hold the camera steady, skip the flash, and check the shot on screen before you send it. Skipped detail is a common reason a check loops back to you.

What if my name has changed since my ID was issued?+

Send the identity document plus the paper showing the change, such as a marriage or change of name certificate, in the same upload. Matching names across every file is what clears the check fastest. Our team reads the pair together and links the two records.

How long does the account check take at Casinomate?+

Allow up to 44 hours from the moment the last file lands. Most sets are read well inside that window, and a missing or blurred page is what stretches it. The countdown starts only once every slot is filled.

Will I have to send my documents again at some point?+

Sometimes, yes. Expired ID, a new address, or a later source of funds check can bring a fresh request. Keeping your details current means fewer repeats. Nothing is re-requested without a reason.

When is the check needed, at sign-up or only at withdrawal?+

At the latest, the check runs before your first withdrawal leaves. We may also ask at registration or after your first deposit, so sending early avoids a queue at cash-out time. Either way, no payout is released until the files clear.

Which regulator licenses Casinomate and what is the license number?+

The Malta Gaming Authority licenses us under MGA/B2C/881/2007, and that licence is why identity and AML checks exist here. Gambling rules in Australia sit alongside it. The licence number is printed on every request we send you.

What can I do if a document I sent gets refused?+

Read the note on the refusal first, because it names the exact fault, such as glare or a cropped edge. Retake the shot with that one fix and send it to [email protected]. A second look is booked the day the replacement arrives.