Identity, Age & Payment Verification Policy

1. Purpose and limits

Verification protects account ownership, adults-only access, provider payments and original-payment returns. Neon Grove is not a bank and does not operate a general financial-services KYC programme. A request is made only where it is necessary and proportionate to a concrete account, payment, fraud or legal risk.

2. When verification may be requested

• A credible indication that an account is controlled by a person under 18.
• A return request where account ownership or the original payment relationship cannot otherwise be confirmed.
• An unusual, disputed or high-risk payment pattern reported by the payment provider.
• A suspected account takeover, impersonation, duplicate payment method or fabricated transaction.
• A specific legal obligation or lawful request applicable to the operator or payment provider.

3. Current product capability

The current Service does not contain a general document-upload Verification Centre. Players must not upload passports, national identity cards, residence permits, bank statements or payment-card images to an ordinary support ticket or send them to a general support email.

If documentary evidence becomes necessary, the operator must first provide an approved secure channel or direct the player to a suitable verification process, identify the controller or provider receiving the material, explain purpose and lawful basis, specify retention and disclose available rights.

4. Data minimisation

The least intrusive method capable of resolving the issue should be used. Account-email control, provider reference confirmation or a limited redacted record may be sufficient without identity documents. Complete card numbers and security codes are never required by Neon Grove.

A document must not be retained merely because it was provided. Unrequested sensitive attachments may be removed or isolated, and the sender may be asked to use an appropriate channel.

5. Review and status

Profile status may be recorded as not required, requested, submitted, under review, verified, declined or more information needed. The status records workflow and does not itself create a financial account or transferable verification credential.

A significant restriction or return decision is subject to administrative review and may be challenged through the Complaints Policy. Decisions are not made solely by an opaque automated score.

6. Provider verification

Stripe, a card issuer or wallet provider may perform payment authentication, sanctions, fraud or regulatory checks under its own responsibilities. Neon Grove may receive only a status or limited reason and may not be able to override a provider decision.

7. Privacy and retention

Verification data is processed under the Privacy Policy and only on a lawful basis. If documentary verification is introduced, access must be restricted, transmission encrypted and retention limited to the disclosed legal or fraud-prevention need. The current ordinary support database is not designated for identity-document storage.