Help / FAQ

The documentation check will take two business days, maximum.

The following documents are accepted as proof of address:

  • A letter from a utility service (eg light, water, gas) addressed to the Player Account holder at the account registration address.
  • Proof of address issued by the parish council.
  • Proof of address issued through the Portal das Finanças. To do this, simply go to: and search for Obter certidões" >> "Consultar Certidões" >> "Certidão: Domicílo Fiscal" >> "Consultar" >> "Obter".

All documents must be presented in their entirety and without clipping, with an issue date of less than 3 months.

A bank proof of ownership is a document issued by your bank that contains your bank name, IBAN / BIC, your name and date of issue (issued within the last 3 months).

If you send us a proof from your bank's app / homebanking, please send the proof directly to the email Documents sent to personal emails and then sent back to will not be accepted, as they could be edited, thus not guaranteeing the security of the respective documents.

NO, we will only request that you send your documentation once. It will then be saved to your account and future cashout requests will not incur any delays provided the same payment method is used. However, additional documentation may be requested in cases where a different payment has been used. 

In section ‘My Account’, just select ‘Document upload’ and click ‘Add new’ to upload your documents. You can upload up to 6 of the following file types: JPEG, PNG & TIFF with the maximum size of 6MB.

Please note that once a file is successfully submitted, it cannot be deleted via the website.

If you need assistance, you can send the documents to

The ‘Document Upload’ tool only accepts PDF, JPEG, PNG & TIFF files. Only the first page of TIFF files will be saved.

The ‘Documents Upload’ tool is supported on IE10, IE11, Firefox, Chrome, and Safari browsers. Mobile devices running iOS 7 and up and Android 4.3 and up also support the tool.

A proof of ownership is an official document from payment issuer, containing your name, account number and email and the identification of the payment issuer (eg. logo).