Why do gambling operators ask for documentation?
We have answered the most frequently asked questions about why you may be asked to send information to the gambling operators.
Frequently asked questions about documentation
The gambling operator is required to know who you are as a customer to prevent and combat money laundering, among other things. When you create a gambling account, you must therefore provide your name and civil registration number (CPR). In most cases, this happens during the registration process when you use your MitID.
The gambling operator must then check that the information is correct. They must receive and verify your information within 30 days. They also have an ongoing duty to make sure your information stays accurate.
Some gambling operators offer a temporary account. This type of account lets you play for 30 days and deposit up to DKK 10,000 without being verified. You cannot withdraw money from a temporary account until you complete the verification process. If your identity cannot be verified, the operator must close the temporary account.
Make sure you have the necessary documents before you start gambling.
Gaming operators will ask for specific documents to confirm your identity, such as a passport or driving licence. Many operators allow you to upload documents directly on their website, while others may ask you to send them by email.
Gambling operators must pay attention to problematic gambling behaviour and gambling addiction. Knowing your financial situation helps them ensure that players are protected from developing harmful gambling habits. They must also assess whether your income matches your expected and ongoing spending.
Operators must be able to explain to the Danish Gambling Authority where your gambling funds come from. If your gambling pattern changes or you start gambling large amounts, you may be asked to provide documentation such as payslips or bank statements.
Neither the Gambling Act nor the Anti‑Money Laundering Act specifies exactly which documents an operator may request. It depends on the individual customer relationship. Operators therefore have wide freedom to choose the methods they use to get to know their customers. They must be able to justify their knowledge of you to the Danish Gambling Authority.
They may request photos of your passport, driving licence, health insurance card, payment card, payslips, and/or bank statements. This type of documentation is a reliable and secure way to confirm your identity and ensure that you are using your own funds.
Under the Anti‑Money Laundering Act, operators must know their customers and keep their information updated. If you win a large amount, the operator may ask you to verify your information again, for example by providing documentation for your payment card, passport, or driving licence.
However, they are not allowed to use the verification process to delay your payout unnecessarily.
The time varies depending on the operator. If your identity can be confirmed electronically (via MitID), it may be completed instantly. If you need to submit documents, it may take longer.
Make sure your documents are clear and readable, and that they meet the operator’s requirements.
The operator must ensure that you are who you claim to be and that you are using your own funds. Because the service is online and they cannot meet you in person, documents such as payment cards, passports, or driving licences are a secure way to verify your information.
Some players worry that their information may be misused. However, operators may only collect documentation as part of offering their gambling services. They are supervised by the Danish Gambling Authority and must follow GDPR and the Danish Data Protection Act. The Danish Data Protection Agency oversees compliance with these rules.
If you believe the operator is wrongly using anti‑money‑laundering rules to avoid paying out your winnings, you can file a complaint with the Mediation Team for Consumer Complaints. Be aware that certain conditions must be met before they can handle your case. Misuse of the rules could include repeatedly asking for new documentation even after you have already provided what was requested.
You can also contact the Danish Gambling Authority, as we supervise gambling operators. However, we cannot help you get your money back.
If you are considering filing a complaint, you can read more about your options on our website.
Didn’t find an answer?
If you still have questions, you are welcome to contact the Danish Gambling Authority through our contact form.