KYC & PRIZE WITHDRAWAL POLICY

This KYC & Prize Withdrawal Policy (“Policy”) explains how ELOTACTIX LTD (“we”, “us”, “our”) verifies player identity and processes withdrawals of cash-equivalent prizes (for example, Diamonds that can be redeemed for real-world currency where permitted by applicable law) in connection with Undermawlers: Crystal War and its related services (the “Services”).

This Policy forms part of our Terms and Conditions and should be read together with our Privacy Policy. Capitalised terms not defined here have the meanings given in those documents.

Important – Feature Availability

Cash-equivalent prize features (including Cash Tournaments and prize withdrawals) may not yet be available in all versions of the Services or in your region. In some cases, these features may appear in the game as “coming soon” or similar wording and are not yet active. This Policy describes how such features will operate once they are launched, and does not constitute a commitment that such features will be launched or made available in any particular jurisdiction or to any particular user.

1. SCOPE

1.1 This Policy applies only to:
– features that involve cash-equivalent prize balances (such as Diamonds), when and where those features are made available; and
– the withdrawal or redemption of such prizes into real-world currency, once prize withdrawals are enabled in the Services, and where permitted by applicable law.

1.2 This Policy does not apply to non-redeemable Virtual Currency (such as Crystals, Tournament Points) or to in-game items that have no real-world monetary value.

2. WHEN KYC IS REQUIRED

2.1 2.1 Before Participating in Cash-Prize Features (When Available)
Once Cash Tournaments or other cash-prize features are launched, you must complete our Know Your Customer (KYC) process before you:
– join or participate in any Cash Tournament or similar event that offers Diamonds or cash-equivalent prizes; or
– are otherwise eligible to receive any form of cash-equivalent prize, and you must be aged 18 or over (or the legal age of majority in your country, if higher).

Until such features are available, you will not be able to enter Cash Tournaments or withdraw Diamonds, even if such features are shown in the game as “coming soon”. We may also restrict Cash Tournaments by territory and eligibility criteria, and will use reasonable measures to prevent access from restricted jurisdictions.

2.2 Before Any Withdrawal Request

We will not process any withdrawal of Diamonds or other cash-equivalent prize until:

(a) your identity has been verified through our KYC process; and
(b) any additional checks required by law (e.g. AML, sanctions) have been completed. Completion of KYC does not guarantee eligibility to participate in Cash Tournaments or to receive withdrawals, which may be limited by law, territory, account status, anti-fraud controls, and Tournament Rules.

This applies regardless of whether you have participated in any Cash Tournament or accumulated prize balances.

2.3 Ongoing and Repeat Checks

We may require you to update or repeat KYC verification:

periodically,
when your cumulative withdrawals exceed certain thresholds,
if your information changes, or
if we detect suspicious or unusual activity on your Account.

If you fail to complete or update KYC when requested, we may suspend your ability to withdraw prizes and/or restrict access to Cash Tournaments.

3. DOCUMENTS AND INFORMATION REQUIRED

3.1 Identity Verification

To complete KYC, we may require some or all of the following:

Full legal name
Date of birth
Country of residence and nationality
Government-issued photo identification, such as:

passport,
national ID card, or
driving licence.

3.2 Address Verification

We may also request proof of residential address, such as:

a recent utility bill,
bank or credit card statement,
official government letter, or
other equivalent documents,

typically dated within the last 3 months.

3.3 Additional Verification (If Required)

Where required by law or internal risk controls, we may ask for:

a selfie or live image to match your ID document,
information about your occupation, employer or source of funds, to the extent reasonably necessary for compliance and risk controls,
additional documents or explanations relating to your transactions.

3.4 Third-Party KYC Providers

We may use trusted third-party KYC / AML service providers to collect and verify documents and data on our behalf. Such providers process your data in accordance with our instructions and our Privacy Policy.

4. VERIFICATION PROCESS AND TIMEFRAMES

4.1 Submission

You will typically be asked to complete KYC via:

an in-Services verification flow, or
a secure link to our KYC provider’s portal.

You should follow the instructions carefully and upload clear, legible documents.

4.2 Standard Verification Time

In most cases, verification is completed within a few minutes after you provide all requested information.
However, this timeframe is indicative and may vary depending on:

the volume of requests,
the quality and completeness of documents,
additional checks required by law or risk assessment.

4.3 Delays and Information Requests

If we or our KYC provider require more information or clearer documents, we will contact you using your registered contact details. Verification may be delayed until you respond and provide the requested information.

4.4 Temporary Restrictions During Verification

While KYC is pending:

you may continue to use non-cash features of the Services;
prize balances (e.g. Diamonds) may accumulate but cannot be withdrawn;
We may limit your participation in further Cash Tournaments until verification is complete, acting reasonably and proportionately.

5. WHAT HAPPENS IF VERIFICATION FAILS

5.1 Failure Reasons

Your KYC verification may fail for reasons including, but not limited to:

submitted documents are invalid, expired, altered or not genuine;
documents do not clearly show the required information;
your details do not match across documents or with your Account;
you do not meet age or eligibility requirements;
you are located in a restricted jurisdiction;
you appear on sanctions lists or we have AML concerns.

5.2 Opportunity to Correct

Where possible, we may give you the opportunity to resubmit documents or provide additional information to resolve the issue.

5.3 Consequences of Failed Verification

If we are unable to verify your identity or if legal/AML checks fail, we may:

deny or cancel your access to Cash Tournaments and other cash-prize features;
refuse or cancel pending withdrawal requests;
freeze or reverse any prize balances suspected to be linked to a breach of law or this Policy, acting reasonably and based on relevant evidence available to us at the time;
suspend or close your Account in serious cases, especially where fraud or identity theft is suspected;
report the matter to relevant authorities where required by law.

5.4 Non-Refundability

Except where required by law, failure to complete KYC or failure of verification does not entitle you to compensation for lost access to Cash Tournaments or unwithdrawable prize balances, and any available remedies (if any) will be as required by applicable law.

6. WITHDRAWAL LIMITS

6.1 Minimum Withdrawal Amounts
We apply a minimum withdrawal threshold, which depends on your account type:

Standard Accounts: the minimum withdrawal amount is the equivalent of 50 GBP in Diamonds or other cash-equivalent prizes, as displayed in the withdrawal interface at the time of the request.
Subscribed Accounts: the minimum withdrawal amount is the equivalent of 25 GBP in Diamonds or other cash-equivalent prizes, as displayed in the withdrawal interface at the time of the request.

The meaning and eligibility criteria for a Subscribed Account are described in the Services and may be updated from time to time. Whether your Account is treated as Subscribed will always be shown in the withdrawal interface.

You will not be able to submit, and we are not obliged to process, any withdrawal request that is below the applicable minimum threshold.

We reserve the right to adjust the minimum withdrawal thresholds at any time, provided that such changes are applied prospectively and are reflected in the withdrawal interface and/or notified to you where appropriate.

6.2 Maximum Withdrawal Limits

We may also apply maximum withdrawal limits:

per transaction,
per day,
per week or month,

to manage risk and comply with AML and other regulatory requirements. These limits may vary depending on:

your jurisdiction,
your verification status, and
our internal risk assessment.

6.3 Jurisdiction-Specific Limits

Additional limits or conditions may apply based on local legal or regulatory rules in your country of residence. We may adjust your limits accordingly.

6.4 Changes to Limits

We reserve the right to adjust minimum and maximum withdrawal limits at any time, provided that:

such changes are applied prospectively, and
we notify you of material changes through the Services or via email where appropriate.

7. WITHDRAWAL METHODS AND PROCESSING TIMES

7.1 Available Withdrawal Methods
All prize withdrawals are paid by us via our third-party payment service provider, Stripe.

Stripe may offer one or more payout options depending on your country and eligibility (for example, payment to a bank account, payment card or other supported method). The specific payout options will be shown in the withdrawal interface when available.

We do not currently support any withdrawal methods or providers other than Stripe. We may add or change available methods in the future and will update the withdrawal interface and, where required, this Policy.

7.2 Withdrawal Requests

To request a withdrawal:

you must submit a withdrawal request via the relevant section of the Services (the in-Services withdrawal interface);
you must select the withdrawal amount (within the applicable limits and thresholds) and the payout option that is made available by Stripe; and
you may be asked to confirm or update your personal details and bank/payment details so that Stripe can process your payout.

We do not accept withdrawal requests by email, chat, support ticket or any method other than the withdrawal interface. Any such requests may be ignored or refused.

7.3 Standard Processing Time
Subject to:

successful KYC / AML checks,
compliance with this Policy and our Terms, and
the absence of any flags for manual review or technical issues,

we aim to approve and instruct Stripe to process eligible withdrawals within the following indicative timeframes:

Premium Accounts: within 1 working day of your withdrawal request;
Standard Accounts: within 7 working days of your withdrawal request.

These timeframes are targets only and not guaranteed service levels. Actual processing may take longer, for example where:

additional checks or documents are required,
your Account or transactions are under investigation,
there are technical issues, high support volumes or other operational constraints, or
Stripe, banks or other intermediaries experience delays.

7.4 External Payment Times

The actual time for funds to reach you depends on the processing times of:

banks,
payment providers, and
any intermediaries involved.

Weekends, public holidays and cross-border transfers may cause additional delays beyond our control.

7.5 On Hold or Rejected Withdrawals

We may place a withdrawal request on hold or reject it if:

we need further information to complete KYC/AML or fraud checks;
we suspect a breach of our Terms, this Policy, or applicable law;
your Account is under investigation;
payment details appear incorrect, invalid or do not match your verified identity; or
required payment methods or providers are unavailable.

In such cases, we will aim to inform you of the reason (unless prohibited by law or where doing so would compromise fraud prevention) and may request additional information.

8. FEES AND CURRENCY CONVERSION

8.1 Withdrawal Fees

We may charge reasonable fees for processing withdrawals. In addition, Stripe and/or your bank or card issuer may charge their own fees. Any fees that we charge, or that Stripe shows to you through the withdrawal interface, will be disclosed to you before you confirm your withdrawal.

8.2 Currency Conversion

Where a payout is made in a currency different from your local currency or the base currency of your prize balance, a currency conversion may occur. Any applicable conversion rate and related fees are determined by Stripe and/or the receiving bank or card issuer and are outside our direct control.

9. DATA PROTECTION

9.1 Your KYC and withdrawal information will be processed in accordance with our Privacy Policy and relevant data protection laws (including the GDPR / UK GDPR).

9.2 We will retain KYC and transaction data only for as long as necessary to comply with:

legal and regulatory obligations (including AML rules), and
our legitimate interests in preventing fraud and managing disputes.

For further details, please see our Privacy Policy, including any retention information set out there.

10. CONTACT AND SUPPORT

If you have questions about this Policy, or if you wish to inquire about the status of a KYC check or withdrawal, you can contact us at:

ELOTACTIX LTD – KYC & Payments Support
Email: payments@elotactix.co.uk
Postal: 86-90 Paul Street, London, EC2A 4NE

11. CHANGES TO THIS POLICY

We may update this Policy from time to time to reflect:

changes in legal or regulatory requirements,
changes in our Services or payment processes, or
improvements to our risk and compliance framework.

When we make material changes, we will update the “Last updated” date and, where appropriate, provide additional notice (e.g. in-Services notifications). Your continued use of cash-prize features after such changes take effect , having had a reasonable opportunity to review the changes, constitutes your acceptance of the updated Policy.