Timeframes by KYC level
Level 1 - Standard KYC: 24h on average, often less.
- Requests sent during the day (8am-6pm CEMAC time): validated in 2 to 8 hours in 70% of cases.
- Requests sent at night or on weekends: validated the next business day.
- Complex cases (blurry photos, expired document detected): up to 48h for a decision.
Level 2 - Enhanced KYC: 48 to 72 hours.
Verifying supporting documents (address, income) takes more time. An admin manually reviews the documents.
Level 3 - Institutional KYC: 5 to 10 business days.
Video interview to schedule + in-depth verification of the source of funds. You can track the status in real time.
What speeds up your validation
1. Clear and legible photos. No blur, no glare, all corners visible. You can retake the photo in the app as many times as you want before submitting.
2. A valid ID document. If your national ID or passport is expired, your KYC will be rejected. Check the expiration date beforehand.
3. Good lighting for the selfie. Not too dark, not backlit. The system must be able to recognize your features clearly.
4. Consistent information. The name on the document must match the name you entered at sign-up. If you signed up as "Jean DUPONT" and your national ID says "Jean-Paul DUPONT", it can get blocked.
5. Submission during business hours. Our KYC team is active 7 days a week, but the largest team operates Monday to Friday between 8am and 8pm CEMAC time.
What can slow down validation
1. Blurry or partial photos. The most frequent cause of rejection (40% of initial rejections). If we can't read the information, we can't validate.
2. Damaged or altered document. Torn national ID, stained passport, or worse: traces of digital alteration detected by our anti-fraud system. In that case, request a new document before trying again.
3. Selfie that doesn't match the document. Obvious age difference (the document photo is 15 years old, for example) or a major physical difference. We may request an additional selfie or a video interview.
4. Suspicious request. If our algorithms detect a fraud pattern (multiple accounts with the same document, suspicious IP, etc.), the validation goes into an in-depth manual review. Timeframe: up to 7 days.
5. Spike in requests. During major events (World Cup, marketing launch), the volume of sign-ups rises and timeframes get slightly longer.
How to track the status of my request
In the app, go to Profile → Security → Identity verification. You'll see the status:
- Awaiting submission: you haven't submitted your documents yet.
- Under verification (magnifying glass icon): we're reviewing your documents.
- In manual review (human icon): an admin is looking at it personally.
- Additional documents requested (alert icon): you need to provide something extra.
- Validated (green check icon): you're all set, you can deposit and bet.
- Rejected (red X icon): see KYC rejected: what to do.
You also receive a push notification + email at every status change.