My KYC was rejected: what should I do?

If your KYC (Know Your Customer) verification wasn't approved, it means our verification partner couldn't confirm your information.
Don't worry! Here's how to understand why it was rejected and start the process again.

🔍 Common reasons a KYC is rejected

Your document may be rejected if:

📷 The photo is blurry or unclear

🗓 The document is expired or damaged

📝 The information on the document doesn't match the details you provided
(Double-check your first and last name — every character counts)

📂 The document type you selected doesn't match the images you sent

🔄 The document is already linked to another Pickwin account

⛔ Your age doesn't meet the terms and conditions

🛠 How to request a new verification

To have your file reviewed again, please send the following through LiveChat:

1️⃣ Your account details: full name, date of birth, email address and username.

2️⃣ A screenshot of the KYC failure message.

3️⃣ A clear photo of the front and back of your ID card, passport or driver's licence:

• Original document (no copies or printouts)

• In good condition (not torn, stained or folded)

• Taken out of any plastic sleeve

4️⃣ A selfie of you holding your document next to your face, in a well-lit spot.

⏳ Processing times

• Our team will pass your file on to our KYC verification provider.

• Processing can take a few business days.

💡 Tip: Before sending your documents, zoom in on your photos to make sure all the information is clear and readable.

🎯 Pickwin's priority: keeping your account secure while protecting the privacy of your personal information.