Identity Checks
This page applies to every person who opens or holds a Cranbrook Casino account. It takes effect at registration, before your first deposit, when you ask for a withdrawal, and at any later stage where our checks require more information. It sets out what we verify, why, and what happens if verification cannot be completed.
The reasons for verification
We accept players only from jurisdictions where gambling is permitted by local law, and we follow Canadian rules on anti-money laundering, age checks and identity verification. Account checks allow us to meet these obligations. They confirm that every account is held by a real adult, that nobody has more than one account, and that money moving through the casino is not connected to crime.
Verification also protects you. It prevents anyone from opening an account in your name, makes it far harder to take over your account, and allows us to pay out winnings quickly. After verification, most payment methods pay out in 1 to 4 hours, and we charge no fees on deposits or withdrawals.
Record keeping and reporting obligations
We retain records of identity checks, the documents you submit, your deposits and withdrawals, and your betting activity for the period Canadian law requires. They are stored securely and handled in line with How We Handle Your Data.
Canadian law obliges casinos to notify the relevant authority of certain transactions and of any activity that looks suspicious, and we comply fully. The same law prohibits us from saying whether we have made such a report, which means we cannot always explain why an account has been restricted. We appreciate your patience when this happens.
Screening for political exposure and sanctions
We screen every new account against international sanctions lists as well as registers of politically exposed persons (PEPs), and we run these checks again at regular intervals. A PEP is someone who currently occupies, or previously occupied, a senior public position in Canada or another country. Screening extends to their family members and known close associates.
A positive match does not result in your account being closed automatically. We carry out enhanced due diligence, which may involve verifying where your funds come from and sign-off by a senior compliance officer. Once a sanctions match has been confirmed, we cannot provide our service, and any funds are held as required by law.
Verifying your age and identity
At registration we ask for your full name, date of birth and home address. Our first step is to verify this information electronically against trusted data sources. If the result is inconclusive, we ask for documents. These are usually:
- Identity: an unexpired photo ID issued by a government, such as a passport, driver's licence or provincial identification card.
- Home address: a recent utility bill, a bank statement or an official letter from a government body showing your name and home address.
- Payment method: proof that the method is yours, for example a screenshot showing your e-wallet profile, a bank statement, or a picture of the card's front side with the middle digits hidden.
All images must be sharp and in full colour, with the whole document visible and all four corners shown. Upload them through your account area or send them to us by email. Every deposit and withdrawal method must be registered in your name, and payments from third parties are not accepted.
This check includes confirming your age. Cranbrook Casino is open to players aged 19 or over only, and deposits are not accepted before we have verified your age, identity and location.
Explaining your source of funds
In some cases we must confirm where the money you play with comes from. A request may follow high total deposits, an abrupt change in your usual activity, or a flag raised by our routine monitoring. We will tell you what is needed and why we are asking.
Typical evidence includes recent payslips, bank statements, a tax assessment, documents showing the sale of a property or investment, or a letter confirming an inheritance. We may suspend deposits and play while your documents are under examination. They are kept confidential and used solely for this purpose.
Monitoring accounts over time
Monitoring continues beyond your first deposit. Automated tools and a trained compliance team track account activity for indicators of possible fraud or money laundering, such as:
- deposits withdrawn after very little play;
- more than one account connected to the same person, device or payment method;
- payment methods that do not belong to the account holder;
- sudden changes in location, or attempts to hide location.
Location is confirmed when you log in and before deposits. If a document you sent earlier expires, or your details change, we will ask for updated copies.
Handling checks that cannot be completed
Until verification is complete, deposits, play and withdrawals stay on hold. Delays are usually resolved soon after the right document reaches us, so please send any requested items without delay.
If documents turn out to be false or altered, if an account is used by someone other than its holder, or if it is used for money laundering, we close the account permanently and take any further steps required by law. Where the law permits, any remaining balance is returned to the original payment method. Winnings gained in breach of our Terms of Use are void.
Contacting us
For questions about verification, your documents or an account on hold, email [email protected] using the address linked to your account. Please give your username and briefly describe your question. We will respond by email and state exactly what, if anything, remains outstanding.