Security Related Frequently Asked Questions

Account Verification, Age Verification and Documents

Why do you request identity verification documents? How do I know if the documents I am sending will be acceptable? What is the best way to send verification documents? What format should I use for the verification documents I send to the Verification team? What type of government photographic issued ID is acceptable? What documents are acceptable of proof of address? How do I use the Live Document Capture/Upload tool?

You may be able to capture and upload verification documents from the software using the Live Capture/Upload tool. Follow on-screen instructions during the verification process, click the ‘Webcam’>’Upload’ buttons in your software and take the following steps:

1) Hold your document to the webcam/camera connected to your device, ensuring it fits the displayed frame.

2) Centre the document in the viewing window.

3) When the document is fully legible, click ‘Take picture’.

4) When you are fully satisfied the document that has been captured is legible, click ‘Done’.

5) If not fully legible, click ‘Retake picture” to try again.

Once you have captured your documents, follow these instructions to upload them:

1) Check that your scanned or digital photograph copies satisfy all acceptance rules (according to the guidelines below)

2) Click ‘Upload’

3) Click ‘Browse files’ and select the appropriate file from your computer (the filename will appear)

4) Click ‘Upload files’ to upload the image.

5) Upon clicking “Upload files” a “Upload finalising” message will be displayed, followed by a final message confirming “Upload completed successfully” which concludes the upload process

Please note that we cannot process black and white copies (please ensure they are in colour), the maximum file size is 5MB, with JPG/JPEG or TIFF files supported. Minimum image quality must have a resolution of 300 DPI.

Once you have successfully submitted your documentation copies, your documentation will be reviewed and processed by a member of our Security team who will contact you by email as soon as your documentation has been processed and/or once the verification of your account is complete. We aim to respond to you by email within 8 hours from the time you successfully submitted you documents, however usually this is much quicker.

If you experience any difficulties uploading your document copies via the software client, you may email your documentation copies to Verification (to avoid any delays, please be sure to send from the email address registered to your Stars Account).

Are there any guidelines for using the Live Document Capture/Upload tool?

So that your document copies are accepted at the first attempt, it is essential to ensure that you adhere to all of the following guidelines.

General Guidelines:

All written information on your document copies must be unambiguously legible and clear
No information on your document copies can be masked or blanked out
Never upload document copies that contain modified or falsified information or are in any way non-authentic – this will automatically be detected by our system (at the point of upload) and submission of fake KYC documentation may result in the permanent closure of your account

ID Guidelines:

Government-issued ID we accept includes Passports, ID Card and Driving Licence
Most Government-issued Identity Documents have an expiry date – we cannot accept copies of expired ID. If your ID document has expired, please use an alternative form of Government-issued ID, or obtain a new/extended ID copy and submit a copy of this when you have received it
We do not accept cropped ID copies (i.e. we must be able to see all 4 sides and corners of the ID Card, Driving Licence or main passport page)
Please ensure you upload front and back copies of your ID cards (as a general rule, if there is any information on the back, please ensure you send a copy of both sides)

Additionally, here are a few tips for using the Live Document Capture/Upload tool:

Make sure that no lights are creating a glare on plastic cards.
Put your elbow on the table while holding the document for capture, to remove motion blur.
Tilt your document slightly upwards or downwards to reduce reflections.
Increase surrounding light if your snapshots are too dark.
It is best to place the documentation you need to copy on a flat surface (such as a desk or table) for the purposes of taking the necessary photographs
Ensure that the camera is focused on the correct spot on the image and that you can see the document sharply in the frame of the camera
Please ensure that you hold your camera device at a suitable distance from the document (we recommend roughly 10cm) that you are photographing

I feel unsure about sending verification documents to you.