If at any point you created more than one account or used information that matches another account (such as your ID, email address, phone number, or payment method), our system may detect a possible link between them.
For security reasons, we will need to carry out a review to confirm that the information is correct and to protect your account.
What happens while my case is being reviewed?
During the review, some features may be temporarily limited, such as:
- Withdrawals
- Deposits
- Account verification
- Access to certain promotions
What documents may be requested?
Depending on the case, we may ask for:
- Identity document
- Proof of address
- Bank account ownership certificate
- Information about the payment methods used
Make sure your documents are clear, complete, and match the information registered in your account.
For more clarity, please check the example images in the article: Document Rejection Reasons: Why They Were Not Accepted and How to Fix It
I don’t recognize the other account, what should I do?
If you believe this is a mistake or you do not remember creating another account, please contact our customer support team so we can review your case.
Next steps
- Check if you have any pending document requests
- Submit the required documentation
- Wait for our team to validate your case
- We will contact you if additional information is needed
Important information
- One account per user: Each user may have only one account. Multiple accounts per person are not allowed.
- Additional documentation: In some cases, additional documents may be requested to complete the account review.
- Account status: The review does not necessarily mean the account will be closed; its purpose is to validate information and ensure security.
- Review time: Processing time may vary depending on each case and the required documentation, so a specific timeframe cannot be guaranteed.