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KYC (KNOW YOUR CUSTOMER)

The Landing page of our back office will be or Pocket Aces Dashboard, from here you will be notified with the pending ID verification, and you need to click the "Click here to verify." to be rerouted to our (KYC) ID Verification tab.

Or another way to get into our (KYC) ID Verification tab, is by clicking on the ID Verification tab directly under our Users Tab

From the ID Verification tab there will be 5 sheets, consist of the following

All – includes statuses: Approved, Final Rejected, Rejected, Processing Call, For Review, Resubmit
Resubmit Required – includes status: Resubmit
ID Under Review – includes status: For Review
Processing Call – includes statuses: Processing Call, Rejected
Processed – includes statuses: Approved, Final Rejected

ALL

In this section of the ID Verification, ALL refers to all registered player under Pocket Aces, regardless of the status it will be seen under ALL (banned, Verified, For Review etc.)

Resubmit Required

In the ID Verification section, a status of "Resubmit" means the player’s submitted documents were rejected and need to be submitted again.

This applies to all registered Pocket Aces players whose verification failed due to issues with the uploaded documents.

You can also view the "Notes" or reason for rejection to guide the player on what needs to be corrected before uploading new documents.

ID Under Review

In the ID Verification section, a status of "For Review" means the player's submitted documents require manual verification before the account can be approved.

This status applies to all registered Pocket Aces players whose documents are still being reviewed.

Processing Call

in this section of the ID Verification, Processing Call refers to all registered player under Pocket Aces, who after manual review of the document will now proceed with the processing call or for video call

Processed

In this section of the ID Verification, Processed refers to all processed player either verified or rejected

How to Assist Customers Based on Status:

For Review: Let the customer know their documents are under review and reassure them that the process will be completed within 24 hours.
Resubmit Required: Inform the customer that they need to upload clearer or updated documents. Be sure to provide guidance on what needs to be corrected.
Processing Call: If a customer is in this stage, explain that they are in the final step of verification and might be asked for a video call or further documents.
Rejected: Apologize for the inconvenience, and explain that their verification failed due to the initial video call or any other reason. Advise them on the next step, such as attempting another video call, or provide guidance based on the specific reason for the failure.
Closed: Inform the customer that their account has been permanently closed or banned, and explain any possible reasons for this decision.
Approved: Congratulate the customer on passing verification, and assure them that their account is fully verified and approved for use.

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