- Purpose of This Document
This document sets out the identity verification requirements that apply to all accounts registered with Hanover in Canada. Identity verification is a mandatory compliance procedure and cannot be waived. The company is required to confirm the identity of account holders before processing certain account actions, in accordance with applicable Canadian anti-money-laundering and know-your-customer obligations.
This policy applies to all Canadian residents who hold or apply for an account with Hanover. By registering an account, you acknowledge that you are subject to these requirements and agree to provide accurate, complete, and current information when requested.
- Legal Basis
The platform operates under obligations consistent with Canadian federal requirements governing customer identification and due diligence. These obligations are informed by guidance issued by the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC/CANAFE), which sets out standards applicable to casino and betting operators regarding client identification, record-keeping, and suspicious transaction reporting.
Identity verification under this policy is not discretionary. It is a condition of accessing and continuing to use account services.
- When Verification Is Required
Hanover may initiate an identity verification request at any of the following points:
- During initial account registration
- Before processing a withdrawal request
- When account activity triggers a review under internal compliance procedures
- When a change is made to account details, including name, address, or contact information
- When a period of account inactivity is followed by resumed activity
- At any point where there are reasonable grounds to confirm or re-confirm account holder identity
The company reserves the right to place a hold on account functions, including withdrawal processing, until verification is completed to a satisfactory standard.
4. Accepted Identification Documents
4.1 Primary Government-Issued Photo Identification
To complete identity verification, account holders must submit at least one valid, government-issued photo identification document. Accepted documents include:
- Canadian passport
- Canadian driver’s licence issued by a provincial or territorial authority
- Provincial or territorial identity card
- Permanent Resident Card issued by Immigration, Refugees and Citizenship Canada
- Indian Status Card (Certificate of Indian Status)
- Foreign passport, where accepted under applicable verification procedures
Documents must be current and not expired at the time of submission. Photocopies, screenshots of digital images, or documents that show signs of alteration are not accepted.
4.2 Supporting Documentation
Depending on the nature of the verification request, one or more of the following may also be required:
- Proof of residential address (utility bill, bank statement, or government correspondence dated within the past 90 days)
- Proof of source of funds, where required under enhanced due diligence procedures
- Additional documentation where the primary document does not clearly confirm all required identity fields
The specific supporting documents required will be indicated at the time of the verification request.
- Submission Process
Account holders are required to submit verification documents through the designated secure channel indicated in the verification request. Documents must be legible, complete, and unobstructed. All four corners of the document must be visible in the submitted image or file.
Accepted file formats and submission methods will be communicated at the time of the request. Verification documents sent by unencrypted email are not accepted unless specifically instructed.
Where a liveness check or facial comparison is required as part of the verification process, the account holder must complete this step using a compatible device with a functioning camera. The liveness check confirms that the person submitting the document is physically present and corresponds to the identity document provided.
- Processing Timeframes
Submitted verification documents are reviewed within a reasonable period following receipt. Processing times may vary depending on document volume, the completeness of the submission, and whether additional information is required.
If a submission is incomplete or does not meet the required standard, the account holder will be notified and advised what additional information or corrected documentation is needed. The review period restarts upon receipt of a complete and satisfactory submission.
Specific processing timeframes are not guaranteed. The company is not liable for delays resulting from incomplete submissions or technical issues on the account holder’s side.
- Consequences of Non-Compliance
If an account holder does not complete identity verification within the period specified in the verification request, Hanover may take one or more of the following actions:
- Suspend access to account functions
- Restrict withdrawal processing
- Place the account under review
- Close the account in accordance with applicable terms and conditions
Where an account is closed due to failure to verify identity, any eligible balance will be handled in accordance with Hanover’s standard account closure procedures and applicable regulatory requirements.
- Data Handling and Retention
All identity documents and personal information collected during the verification process are handled in accordance with Hanover’s Privacy Policy and applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA) where applicable.
Verification records are retained for the period required under applicable law and internal compliance policy. Documents are stored securely and are not shared with third parties except where required by law, regulatory obligation, or as necessary to complete the verification process through an authorised third-party verification service.
Account holders have the right to request information about the personal data held in connection with their account. Requests of this nature should be directed to the Hanover compliance or data protection contact, details of which are available on the Contact page.
- Accuracy of Information
Account holders are responsible for ensuring that all information provided during registration and verification is accurate and up to date. Providing false, misleading, or fraudulent documentation in connection with an identity verification request is a serious breach of account terms and may result in immediate account closure, forfeiture of any pending transactions, and referral to relevant authorities where required by law.
- Updates to This Policy
Hanover may update this Identity Verification Policy from time to time to reflect changes in applicable law, regulatory guidance, or internal procedures. The current version of this policy is the version published on this page. Account holders are responsible for reviewing this policy periodically. Continued use of an account following a policy update constitutes acceptance of the revised terms.
Questions about the identity verification process or the status of a pending verification request should be directed to Hanover support through the channels listed on the Contact page.