Customer Verification Policy

This document outlines Caesars Windsor Online Casino’s verification procedures designed to comply with regulatory requirements, prevent fraud, and ensure responsible gaming.

Verification Requirements

Regulatory Foundation

Caesars Windsor operates under licenses issued by the Alcohol and Gaming Commission of Ontario (AGCO) and iGaming Ontario. As a regulated operator, we are legally obligated to:

Verify the identity of all customers
Confirm customers meet age requirements (19+ years)
Verify customer location within Ontario
Implement anti-money laundering (AML) and counter-terrorist financing (CTF) measures
Comply with all applicable laws and regulations

Verification Triggers

Customer verification is required at the following points:

Upon account registration (basic verification)
Before processing first withdrawal
When cumulative deposits reach $3,000
When requesting withdrawals exceeding $2,000
When changing payment methods
When suspicious activity is detected
At random intervals as part of our security protocols

Required Documentation

Identity Verification

We require clear, legible copies or photos of the following:

Government-Issued Photo ID (one of the following):
- Valid Canadian passport
- Valid Canadian driver’s license
- Ontario Photo Card
- Permanent Resident Card
Proof of Address (one of the following, dated within last 3 months):
- Utility bill (electricity, water, gas, internet)
- Bank statement
- Government correspondence
- Property tax bill

Payment Method Verification

For credit/debit cards:

Front image showing only the first 6 and last 4 digits (other digits must be covered)
Back image showing signature (CVV code must be covered)

For e-wallets:

Screenshot of account profile showing your name and email address

For bank accounts:

Bank statement showing your name, account number (can be partially redacted), and bank name

Verification Process

Document Submission

Documents can be submitted through:

Your account dashboard under “Verification”
Email to [email protected] (include your username)
Secure upload link provided by customer support

For security, we recommend encrypting documents sent via email and providing the password through a separate communication channel.

Processing Timeline

Standard verification is typically completed within:

Basic verification: 24 hours
Enhanced verification: 24-72 hours
High-value transaction verification: Up to 5 business days

During periods of high volume, verification may take longer. Withdrawals will remain pending until verification is complete.

Failed Verification

If your verification is unsuccessful, you will be notified via email with specific reasons and instructions for resubmission.

Common reasons for failed verification include:

Documents are illegible or incomplete
Documents are expired
Inconsistencies between submitted information and account details
Suspected document tampering

After three failed verification attempts, your account may be restricted pending manual review by our security team.

Data Protection

Information Security

All submitted documentation is:

Transmitted via secure, encrypted channels
Stored in compliance with Canadian data protection standards
Accessible only to authorized personnel
Retained only for the legally required period

Retention Period

In accordance with regulatory requirements, verification documents are retained for:

Active accounts: Duration of the relationship plus 5 years
Closed accounts: 5 years from account closure

Enhanced Due Diligence

Additional Verification

In certain circumstances, we may request additional verification, including:

Video verification call
Proof of source of funds
Evidence of gambling affordability
Additional forms of identification

These measures are applied based on regulatory requirements, account activity patterns, and risk assessment protocols.

For questions regarding our verification policy, please contact our customer support team at [email protected] or call 1-800-991-7777.