When registering for an account, per the Pennsylvania Gaming Control Board (PGCB) regulations, we are required to verify the information entered via a third party PGCB licensed KYC (Know Your Customer) database. A variation of your name, prefix/suffix, address, or another variable among the information entered may be the cause of a verification failure. When this happens, per regulations, the account suspends and will remain suspended until it can be manually verified.
If this happened to you, rest assured a member of our Fraud, Risk, and Payments team will reach out to you and ask for additional documents to assist in the manual verification process. Please navigate to My Account (Locations: on Web: Top Right, on iOS: Bottom Center, on Android: Top Left Hamburger Menu) and then to the My Details section of your Profile to review your email address and other personal information to ensure the details are correct, as to not cause delays in the email being received.
If any personal information on file is incorrect, you will have one opportunity to go through and adjust any of the information in the following categories to make sure they are correct/updated:
First Name
Last Name
Date of Birth
Address
State
Zip Code
Last 4 Digits of SSN
NOTE: If you need to adjust your cell phone or email address, please contact our Customer Support team to correct those details to prevent delays in this process.
Generally the manual verification email is sent to you within 24-48 hours of the failed verification. If you have any questions about this process, you may respond directly to the email, and a member of our Fraud, Risk, and Payments team will respond to you at their earliest convenience.