Most frequently asked questions:

  1. What is KYC?

    KYC (Know Your Customer) is a term used for customer identification process. It involves making reasonable efforts to identify the customer and verify his/her identity by using reliable, independent source documents, data or information.
  2. What is the brand’s KYC verification process/Why am I being KYC’d?/When do I need to provide these documents?/Will I be required to undergo KYC verification more than once?

    Triobet can conduct KYC verification in order to additionally verify the identity of its clients.

    KYC verification will occur when a client reaches an accumulated withdrawal amount of 2000 euro or more. However, please note that KYC verification may occur at an earlier or additionally at a later stage for security reasons. You will not have to KYC verify more than once, however additional documents can be requested if any details are changed.
  3. What documents do I need to provide for KYC verification?

    KYC has two components – Identity and Address
  4. What documents do I need to provide in relation to the payment method(s) I’ve used or would like to use?

    Applicable documents confirming ownership of the payment method in use, such as copies of credit cards and bank account statements.
  5. My address is already stated in the ID, do I still need to send proof of address?

    Even though some IDs carry the residential address of the customer, it might not be the present address. While identity remains the same, the address may change and hence we are required to periodically update our records, thus the reason why we would also need a proof of address such as a Utility Bill.
  6. What information/documents are required to be provided should I wish to change my personal details?

    You must notify Triobet immediately of any changes to your registered details. A clear ID and/or Utility Bill (as applicable) showing the changed details would be required. If the request is to change the surname due to marriage, a Marriage certificate might also be required.
  7. How should I send the required KYC documents?

    Documents need to be uploaded via your account under ‘My Account’ > ‘My Documents > 'Document Upload'’. Please note that documents sent by email will not be accepted due to security reasons.
  8. What document formats do you accept?

    We do accept scanned documents or photos of them.
  9. How will I know if the documents I had submitted are sufficient for KYC verification purposes?

    You will be notified by email if the documents you submitted are sufficient/ approved/ rejected.
  10. Are my documents safe with you?

    All documents you provide us are stored on a secure server with very limited access. We ask our clients to cover sensitive data on copies they send us. Copies of credit cards are checked and made PCI Compliant if the image is not already so, by blocking out the middle 6 digits of the card and the CVC/Security Code on the back of the card. All payment transactions occur in a PCI DSS Compliant environment, which is a requirement of Visa & Mastercard.
  11. Can I request my personal document to be deleted after verification is completed?

    No. Triobet is required by the Anti-Money Laundering Regulations to keep KYC documents pertaining to customers for at least 5 years.
  12. How long is the verification processing time?

    Documents are verified by us within 12 hours.
  13. What if I refuse to provide any or all of the required documents for KYC verification purposes?

    Your Member account may be frozen if you do not provide requested documents or if information you supply is/are found false or misleading as per our Terms and Conditions.