NeonStake

You may withdraw your own real-money deposits and winnings at any time, provided all payments into your account have cleared without chargeback, reversal or cancellation, and we have completed verification to our reasonable satisfaction. There must also be no ongoing investigation into a Service defect affecting a service on which you played or wagered that requires a temporary withdrawal freeze, or into suspected illegal or prohibited practices that could entitle us to withhold funds. Delays in supplying information we request for verification may additionally delay your withdrawal.

From time to time, we may require valid identification or other documents and information for verification, and you agree to supply everything requested. Until we receive those materials and complete verification to our reasonable satisfaction, we may restrict your account in any way we reasonably deem appropriate, including preventing you from placing bets or wagers, or temporarily from withdrawing your funds. We may ultimately suspend or close your account and may pass necessary information to the relevant authorities.

We may request personal ID, such as a passport or driving licence, and/or proof of address, such as bank statements or utility bills. These examples do not limit the documents we may request for identity verification.

We may also ask for further documents and information about the source of deposited funds, your payment methods and/or your personal or financial circumstances. Examples include bank statements, pay slips, tax returns, company accounts, shareholder dividend statements, evidence of inheritance, rental income, winnings from another gambling provider, or sales of assets such as property. This list is not exhaustive.

To validate your account, upload a personal identification document. We accept JPG, PNG, PDF or GIF files no larger than 5 MB. Photograph the original document without digital photo montage. The document picture, personal data, signature, seal and other information must be clearly readable.

Ask our customer support team to temporarily freeze your account for a time-out period ranging from 24 hours to 6 weeks.

Through self-exclusion, our support team can block access to your account for a minimum of six months and up to 5 years.

Once your exclusion period has ended, contact our team to request reopening. Self-excluded accounts reopen 24 hours after the request is heard.

After freezing or excluding yourself from your account, you are responsible for not reopening it. Let our support team know if you can access your account while it is closed.

For help with problem gambling, we point you to Gambling Therapy and its iOS and Android app.