Help and Support

Help and Support - Account verification

Verifying your Account

How can I verify my account?

  • Please send proof of your identity and address to verification@triviabattle.co.uk and allow 72 hours for your account to be verified. You can send either a copy of your passport or driving licence and a utility bill or bank statement (dated within the last 3 months). If your ID document has your address on it (like a driving licence for example), you may not need any further proof of your address.

I do not have a drivers licence or passport for Proof of ID, what do I do?

As an alternative to drivers licence or passport you can provide a birth certificate with one of the below supporting documents as proof of address:
  • - Confirmation from an electoral register that a person of that name lives at that address
  • - Recent original mortgage statement from a recognised lender
  • - Solicitor’s letter confirming recent house purchase or land registry confirmation of address
  • - Local council or housing association rent card or tenancy agreement
  • - HMRC self-assessment statement or tax demand
  • - House or motor insurance certificate

I do not have a utility bill or bank statement for Proof of Address, what do I do?

We are able to accept one of the following as an alternative to a utility bill or bank statement:
  • - Council tax bill
  • - Certificate from a utilities supplier confirming an arrangement to pay services on pre-payment terms
  • - Bank, building society or credit union statement or passbook containing current address - bank or credit cards alone are not sufficient
  • - Confirmation from an electoral register that a person of that name lives at that address
  • - Recent original mortgage statement from a recognised lender
  • - Solicitor's letter confirming recent house purchase or land registry confirmation of address
  • - Local council or housing association rent card or tenancy agreement
  • - Benefit book or original notification letter from the Department of Works and Pensions confirming the right to benefits
  • - HM Revenue and Customs (HMRC) self-assessment statement or tax demand.

How long will it take to verify my account?

  • We may take up to 72 hours to verify your account.
  • We will send you an email to inform you when your account has been successfully verified at which point you will be able to use your account, deposit and withdraw funds.

May 2019 Regulation Change

  • There have been recent updates to the regulations around how we verify customer accounts. This update affects both new and existing customers and may mean that we need to request that you provide additional information and/or documents.
  • If you are one of the customers affected by this change, you will receive instructions on what to do when you log in to your account.
  • Once you have submitted the requested information or documents we will get back to you as soon as possible to let you know when your account is fully verified. This will usually be within 24 hours of you sending us the documents.
  • In line with our regulatory requirements, we are required to obtain the additional documents in order for you to fully transact onsite. If you do not wish to provide the documents and have an account balance you will need to contact us to withdraw your funds.

What is Verification?

  • Trivia Battle identifies a customer at registration by gathering information such as name, address and date of birth. We then verify this information against databases such as the electoral roll to confirm your identity.
  • Verification may be referred to as a KYC (Know your customer) check.

How do I know if I need to verify my account and why am I being asked for this information?

  • If you are trying to withdraw money there is a chance that we might ask you to verify who you are for security and money laundering reasons. If you have been selected as an account that requires verification you will receive an error message whilst trying to do certain actions on site as well as receive an email from our support team. You can check your account status in My Account.

What do I do if I am from outside the UK?

  • Similarly, to UK customers we require a copy of your passport or driver’s licence, and a utility bill or bank statement dated within the past 3 months.

I have already verified my account, why do I need to send more documents?

  • There may be occasions where Trivia Battle require enhanced documentation to comply with regulatory requirements, enhance a customer’s experience or prevent fraud. In these cases, enhanced documentation will be requested as soon as we need you to provide additional documents.
  • On some occasions, for example, after a large win, we will need to verify the source of the funds you use to play with Trivia Battle and we may ask you to provide additional information.
  • This request might include information such as your occupation and salary, supported by documentation such as a copy of your bank statement or payslip.
  • Although we may request employment details, we will not contact your employer as part of these checks.
  • We will always let you know what information or documentation we require as part of the enhanced verification process.

Why is my account suspended & How do I get my access back?

  • Occasionally due to security reasons your account may have been suspended or blocked by our teams.

I can't remember if I have an existing account or not?

  • If you cannot log into your account, it is worth checking whether there is an existing account on our systems by clicking this link and entering the email address you would have likely set the account up with. Users can login with their email addresses, so if you receive a password reset email then it means you have an existing account.
  • Please Note: If you have recently changed any details (address, email address etc.), please use the details you would have registered to the account.

Why have I been asked to send documents in and how long will this take for you to verify?

  • If you are trying to withdraw money there is a chance that we might ask you to verify who you are for security and money laundering reasons. If you have been selected as an account that requires verification you will receive an error message whilst trying to do certain actions on site as well as receive an email from our support team. You can check your account status in My Account.

Can I use Trivia Battle whilst I am abroad?

  • Trivia Battle can be played anywhere in the world where prize competitions are legal. If you are travelling to Europe or North America then you can rest assured that Trivia Battle will work fine. We do not block access to any regions since we do not fall under the category of gaming/ gambling so it is up to you as users to ensure you check the country you are in allows prize competitions.

Can I open more than one account?

  • It is Trivia Battle policy to allow only one account per customer.
  • This means that if we find a customer to have more than one account, we reserve the right to close it immediately and if you try and open another account this will also be suspended.

Why we may need some more information about you

  • You may have recently been asked for some additional information about you or the source of your account funding from our Support Team. Please don’t worry about this, we ask because we pro-actively engage in initial and ongoing due diligence.
  • This process assists us to ensure that we can get to know you and provide you with a great customer experience, as well as ensuring that we fulfil our obligations in relation to KYC checks. At times, it may be necessary as part of this process for us to ask customers to confirm their identity and the source of the funds used to play with.
  • If we ask you to provide source of funds documentation, it is important to make sure that you provide evidence that identifies the actual source(s) of funds that you use to play with and that it matches up with and can substantiate your activity.

This information may be in the form of:
  • - Proof of earnings: Payslip/Director remuneration/Dividends/Pension;
  • - A bank statement/savings account that clearly shows consistent incoming values from an identifiable source
  • - A Trust deed clearly showing a consistent entitlement to funds;
  • - Dated proof of an award/payment made to you;
  • - Other clear evidence that would support "affordability" in relation to your business with us

What are the checks you need to do? What information we request?

  • We may just need to ask you to provide some ID, such as a passport, driver’s licence or other recognised government issued document.
  • However, in some cases we may need to ask for a bit more background information, which could include conversations around your account activity and include discussion as to your source of account funding. In some instances, we may ask for documentation to support what has been discussed.

How will this information be used?

  • The information and documentation you provide to us will not be shared it with any other businesses but we may use this for our internal processes. As always, your data will be handled in complete confidence, by specially trained teams and in line with our terms and conditions and privacy policy.

Would other Prize Competition operators ask me this?

  • By law, prize competitions are not licensed under the Gambling Commission and therefore do not have an obligation to conduct Know Your Customer checks. For this reason, there are operators that do not conduct these checks. We are a legitimate company and transparency is at the core of everything we do. We would not be able to prevent fraud and money laundering through our system if we did not put these procedures in place for large withdrawals.

What if I don’t give you the information/documentation?

  • If we are unable to speak with you or you can’t provide us with the required information or documentation, we may take steps to restrict your account until we are able to obtain this. Unfortunately, further business may not be accepted if the requested information is not provided.

Where can I learn more about the requirements?

  • We would be happy to provide you with any additional information that you require, simply contact a member of our support team for help. Alternatively you can familiarise yourself with the requirements via the KYC section on the Gambling Commission’s website here (as this is what we model our process on).

What can I do to help with this process?

  • Making sure your contact details are kept up to date assists us greatly in this process.

How can I contact you if I have further questions?

  • If you have any questions regarding this process, please use the contact us options available below

Age requirements for Trivia Battle

  • It is not a legal requirement; however, we do set a minimum age requirement of 18 years old to play. This is simply to protect the younger members of the community.
  • As a responsible operator we reserve the right to ask for proof of age from any customer and customer accounts may be suspended until satisfactory proof of age is provided.