Wallet & KYC — verification before withdrawal.

Documents to upload.

The standard verification documents are:

• PAN — the Permanent Account Number card issued by the Income Tax Department.
• Address proof — Aadhaar, voter ID, passport, or a recent utility bill in the registered name.
• Bank account or UPI — a statement or passbook page showing the account number and the registered name.

The verification steps.

1. Open the app and go to Wallet → Verify.
2. Upload PAN, address proof and bank/UPI proof.
3. Confirm the registered name matches across all three documents.
4. Submit and wait for the automated check.
5. First withdrawal is enabled once the check passes.

If any document is rejected, the app will tell you which one and why. The most common reasons are blurry images, name mismatch between documents, and document edges cut off.

If the first submission is rejected.

Rejection is not the end of the world. The fastest recovery is to address the specific reason in the rejection message, re-upload the corrected document, and re-submit. Avoid contacting customer care before re-uploading — automated re-checks are faster than manual ones.

If three submissions fail, contact customer care with the rejection messages. The escalation path is documented on the customer-care page.

The verification floor — what KYC actually does.

KYC, or "Know Your Customer," is the platform's regulatory step that confirms the user's identity before the user can deposit, withdraw, or play for real money. The step is the platform's job, not the user's: the platform asks for the documents, the user provides them, the platform checks them, and the account moves to the verified tier. The same process that protects the user from a stolen-identity account also protects the platform from being used to launder money, and either side of the protection is a reason to cooperate with the step.

What the user gets from a verified account is meaningful. The withdrawal window is shorter. The deposit limits are higher. The withdrawal methods are more flexible. The customer-care team treats verified account queries as routine queries rather than as exceptions. The hour spent on verification is the hour that makes the rest of the account experience normal.

The documents and the upload flow.

The standard KYC bundle includes a government-issued photo ID (Aadhaar, PAN, passport, voter ID, or driving licence), a proof of address (utility bill, bank statement, or rental agreement), and a payment method verification (a small deposit-and-withdrawal cycle on the platform's payment rails). The platform's verification screen names the documents and the file format the platform accepts. A document that is not on the platform's list is a document the platform will reject, and a rejection is a retry.

The upload flow is the part most users under-prepare for. The four habits that make the upload succeed on the first attempt:

• Photograph the document in good light, on a flat surface, with all four corners visible. A photograph with a cut-off corner, a shadow across the data, or a glare on the hologram is a photograph the platform may reject. The good-light photograph is the cheapest way to clear the upload on the first try.
• Confirm the document is current and the name matches the account name. An expired document is an automatic rejection. A document whose name does not match the account name is a rejection until the platform's name-change flow is completed. The match is the platform's first check.
• Send the documents through the in-app verification flow, not over email. Identity documents belong in the platform's verified channel — the in-app upload, the secure web form, or the platform's stated KYC partner. Sending identity documents over email or an unverified web form is a privacy risk that the platform's terms specifically warn against.
• Keep a copy of the documents you submitted, with the date. The copy is the evidence base for any later query about the verification. The date is the reference for the verification window. The cost of keeping the copy is small; the cost of not having it after a query is much larger.

Turnaround times, escalation, and the rare problems.

The published KYC turnaround on most platforms is between a few hours and a few working days, depending on the platform and the verification queue. A KYC query that has not cleared inside the published window is a query worth raising with the customer-care team. The query should include the account ID, the date of the submission, the document type, and the reference number the platform's verification screen returned. The query is the prompt that turns a routine verification into a tracked verification.

The rare problems are the ones that benefit from the same record-keeping habit. A document rejected for a reason that does not match the upload. A name mismatch that the platform's name-change flow should resolve. A payment-method verification that failed because the platform's payment rail does not support the user's bank. Each of these is a routine customer-care query with a routine answer, and the query is the cheapest way to resolve it. The records are the evidence base for the query, and the query is the artefact that supports the escalation if the resolution is not satisfactory.

When the routine route is exhausted, the next routes are the platform's regulator (where one exists), the card-issuing bank's dispute team, or the payment provider's fraud desk. The editorial desk's role ends at the publication of the platform review; the user's own record is the input to those routes. The habit of keeping the verification record is the habit that makes each of those routes usable.

Verification across platforms — what to keep in your own file.

Players who hold accounts on more than one platform benefit from keeping a single verification file: the documents submitted to each platform, the date of submission, the verification reference number, the platform's KYC status screen entry, and the date of the next re-verification (where the platform requires it). The file is the prompt for any later query, the evidence base for any later dispute, and the cleanest way to keep the verification floor current across all the platforms the player uses.

The file is also the smallest possible preparation for the rare event that the platform's verification system is breached. A breach of the platform's verification system is a breach of the documents the player submitted to the platform; the player's own file is the player's own record of what was submitted, and the player's own record is the basis for any credit-monitoring or identity-theft response the player decides to take. The honest habit is to keep the file in a password-protected folder, to keep the file for at least as long as the platform's retention policy, and to delete the file once the platform's policy says the platform has deleted the player's data.

The withdrawal and the deposit verification — separate but linked.

Most platforms verify the player's identity at sign-up and then verify the player's payment method on the first deposit. The two verifications are separate but linked. The deposit verification is a small deposit-and-withdrawal cycle on the platform's payment rails: the player deposits a small amount, the platform tests the deposit, the player withdraws the small amount, the platform tests the withdrawal, and the payment method is now verified. The cycle is a standard anti-fraud step; the cycle is the platform's way of confirming that the player controls the payment method.

The honest habit is to complete the deposit verification on a small amount the player is comfortable with. The verification is a single cycle; the cycle is not the player's normal deposit. The player who is nervous about the cycle can use the platform's published minimum-deposit amount, and the player who wants to verify multiple payment methods can run the cycle on each method in turn. The cycle is the platform's commitment to the payment method; the player's adherence to the cycle is the player's commitment to the platform.

Verification re-verification — when the platform asks again.

Most platforms re-verify the player's identity at intervals: when the player reaches a withdrawal threshold, when the player's account passes a time-based milestone, when the regulator's rules change, or when the platform's own compliance policy is updated. The re-verification is a normal part of the platform's regulatory commitment, not a signal that the platform suspects the player. The honest habit is to treat the re-verification as a routine prompt, to submit the documents the platform asks for, and to keep the same record-keeping habit the player used on the original verification.

A re-verification that asks for documents outside the platform's published requirements is a re-verification worth pausing on. The platform's published requirements are the floor; a request that asks for documents beyond the floor is a request the player should verify through an official channel before responding. The honest habit is to send a one-line email to the platform's customer-care team asking for confirmation of the request, and to wait for the confirmation before submitting the documents. The wait is cheap; the recovery from a leaked document is much longer.

The route for a verification that has gone wrong.

When the verification has gone wrong — a document rejected for a reason that does not match the upload, a name mismatch that the platform's name-change flow should resolve, a payment-method verification that failed because the platform's payment rail does not support the player's bank — the route is the platform's customer-care team. The query should include the account ID, the date of the submission, the document type, and the reference number the platform's verification screen returned. The query is the prompt that turns a routine verification into a tracked verification, and the tracked verification is the artefact that supports the escalation if the routine route is exhausted.

When the routine route is exhausted, the next routes are the platform's regulator (where one exists), the card-issuing bank's dispute team, or the payment provider's fraud desk. The honest habit is to keep the same record the player used on the verification, the same record the player used on the customer-care query, and the same record the player used on the escalation. The record is the evidence base for each route, and the record is the artefact that supports the next route. The desk's role ends at the publication of the platform review; the player's own record is the input to those routes.