Our AML and Verification Policy
Every account at Royallama Casino sits inside a regulated framework set by our licence. This page explains, in plain terms, when we verify who you are, which documents we ask for, how we monitor transactions and what happens if checks are not completed. We are licensed and regulated by the Malta Gaming Authority (licence MGA/B2C/234/2022), operated by Llama Entertainment Ltd, and we launched in 2022 with compliance built into the platform from day one.
Our AML Commitment at Royallama Casino
The framework we operate under
Money laundering and terrorist financing are risks we take seriously, and our obligations come directly from the Malta Gaming Authority licence we hold. We run a risk-based AML programme: customers are risk-assessed at onboarding and re-assessed whenever their activity changes in ways that matter. Higher risk means more scrutiny, not a blanket set of checks applied to everyone in the same way.
We appoint a Money Laundering Reporting Officer (MLRO) who owns this policy, trains our staff, reviews alerts and reports suspicious activity to the relevant authorities where the law requires it. Our teams who handle payments, verification and customer accounts receive AML training, and no member of staff can override a verification decision alone.
- Risk-based customer due diligence at onboarding and on an ongoing basis
- An appointed MLRO responsible for the programme and suspicious activity reporting
- Staff training across payments, verification and support teams
- Independent reviews of our AML controls and record keeping
When We Verify Your Account
Verification points
We verify identity at three moments: shortly after registration, before your first withdrawal, and at any point your activity crosses a threshold or pattern that requires it under our licence conditions. Verification is not a penalty and it is not selective; the same rules apply to every player on our platform.
To complete verification we need three categories of evidence: who you are, where you live, and that the payment method you use belongs to you.
- Registration: we confirm your basic details, date of birth and that you are 18 or over, and screen your identity against sanctions and politically exposed person lists
- First withdrawal: full document verification must be complete before funds are released
- Thresholds and triggers: unusual transaction sizes, patterns or changes in behaviour can prompt verification at any time
| Check | What we need | Accepted examples |
|---|---|---|
| Identity | Government-issued photo ID, valid and legible | Passport, driving licence, national ID card |
| Address | Document issued within the last three months showing your name and address | Utility bill, bank statement, council tax letter |
| Payment method | Proof the card or wallet is registered in your name | Photo of the card (middle digits covered) or a screenshot of your e-wallet account |
How Verification Works Step by Step
From upload to approval
If a document is blurry, cropped, expired or does not match your account details, we reject that specific item, tell you why and ask for a replacement. Rejections never close your account. All documents are transferred over encrypted connections, stored on access-controlled systems in the EU, and visible only to the compliance staff who need them to make a decision. We never sell, share or use your verification data for marketing.
- Open the verification page in your account and select the document type you are uploading
- Photograph or scan the original document, showing all four corners, with your name and dates clearly readable
- Upload proof of address and payment method evidence alongside your ID
- Submit and track the status on the same page; we notify you by email when each check is approved or if anything is unclear
Structured transactions, repeated deposits just under a threshold, rapid deposit and withdrawal cycles with little play, and third-party payments all trigger review. A review means questions and possibly a request for documents; it does not automatically mean withheld funds. Any hold during a review is limited to what the investigation needs, and we tell you what we need to close it.
What Happens If Verification Fails
Escalation, in stages
Our restrictions are proportionate and reversible. The first step is always a request for the missing or corrected item, with a clear reason and a reasonable deadline, normally 14 days. If you do not respond, we escalate in stages rather than immediately closing your account.
While verification is outstanding after a withdrawal request, that withdrawal stays pending; it is neither paid out nor cancelled. Your deposited funds remain yours, and once the checks are complete we either release the withdrawal or, if we cannot verify you, return your balance to the verified payment method it came from.
We refuse or close an account only where verification cannot be completed, where documents appear fraudulent, where the account holder cannot lawfully gamble with us, or where we are legally directed to. In such cases, any recoverable balance is returned to its source where the law allows.
- Stage one: item requested with reason and deadline, account fully usable
- Stage two: withdrawals suspended pending the outstanding item
- Stage three: account suspended, play blocked, balance return arranged
- Fraud or sanctions match: immediate freeze and report to the relevant authority
How Long We Keep Your Documents
Retention and your rights
We keep verification records, transaction data and AML decisions for five years after your account closes, or for five years from the date of an occasional transaction, whichever applies. This retention period is set by the anti-money-laundering laws that govern our Malta licence; it is a legal obligation, not a commercial choice, and we cannot shorten it on request.
After the retention period expires, documents are deleted or anonymised under our data retention schedule. During the retention window, you retain your data protection rights: you can request a copy of the personal data we hold, ask us to correct anything inaccurate, and complain to our Data Protection Officer at [email protected] or to the relevant supervisory authority.
We keep retained records secure with the same access controls applied to live verification files, and they are used only for regulatory, audit and lawful-investigation purposes. If you have questions about this page, our support team is available on live chat 24/7 or at [email protected], and our compliance team handles anything the support team escalates.
Frequently asked questions
Do I need to verify my account before I can deposit and play?
No. You can register, deposit and play without completing full document verification. Full verification is required before your first withdrawal, or earlier if your activity crosses one of our risk thresholds.
How long does verification take?
Most straightforward checks are completed within 24 hours of us receiving clear, legible documents. If we need additional evidence, such as source of funds, the timeline depends on how quickly you can provide it.
Why must withdrawals go back to my deposit method?
Returning funds by the same verified method is a core anti-money-laundering control. It confirms that the person depositing and the person withdrawing are the same, and it prevents third parties from moving funds through your account.
What happens to my money if I never complete verification?
Your deposited funds remain yours. If verification cannot be completed, we return any recoverable balance to the verified payment method it came from, where the law allows, rather than keeping it.
Can I delete my verification documents after I am approved?
No. We are legally required to keep verification records for five years after your account closes. After that period, they are deleted or anonymised under our retention schedule.