I cannot login into my account as I've revived a message saying my identity could not be verified. What do I have to do to confirm my identity and finish signing up?
If you have failed verification on sign up this normally means a piece of information was entered incorrectly or our verification system could not locate you within it's database. Don;t worry PointsBet can still manually verify you.
To be manually verified send in a valid ID or Passport for proof of identity AND a utility bill or bank statement for proof of address to email@example.com.
Our accounts team will review the information and re-run it within the system. Once they track it down they will manually verify your account and you can now enter PointsBet.
Do I have to send in copies of these requested documents or can I send pictures?
Pictures and screenshots are more than acceptable and encouraged as the information displays clearer than scans or copies.
I entered a small piece of info incorrectly while signing up. Can you just correct it so I do not have to send documents?
No, everyone who fails our verification, no matter the magnitude of the error. This is a state requirement and we must get the requested documents to stay compliant.
I do not have a utility bill or bank statement, is there any other document I can use for proof of address?
Yes, those are just common examples we use and recommend. If you have a lease, a cable bill or a phone bill among other things. It just needs to be an official document.
Things we will not accept are random pieces of mail or packaging. This would not be complaint. If you have any questions around the documents please live chat us for assistance.
I believe I entered my Social Security Number wrong. What do I do in this case?
If you believe or know you've entered your Social Security Number wrong we'd appreciate you mentioning that in the email you send your documents in. This makes it easier to identify.
The accounts team will check the failure message they receive from our verification system and confirm it. They will then have to confirm the last 4 digits of your Social Security Number to re-run.
If it then passes your account will be verified. If it does not pass you may need to re-enter your Social Security Number on site or send in a copy of your Social Security card.
How long does it take for the accounts team to verify my identity and open my account.
It normally does not take longer than 10 minutes but there additionally may be other data to verify so it an take up to 24 hours. If it is not verified within 10 minutes feel free to reach out via the email you sent for an update.
Are my documents deleted once you verify my identity?
Yes, in order to stay compliant with state regulation your documents are securely received and redacted once we verify the necessary information.