What if my identity verification fails?
You can try again with clearer photos or a different valid ID. Until you pass, deposits, cash tournaments and withdrawals stay paused.
Most failed checks come down to a blurry photo, glare, an expired ID or a selfie that did not match. You can start a new check from the app, and we email you when a retry is needed.
While verification is incomplete
- Withdrawals are not available
- After a failed check, deposits and cash tournament entries are paused until you pass
- Free play with acorns keeps working
Still not passing?
Email support@deku.net from the address on your account and tell us what happened. If verification cannot be completed after reasonable attempts, deposited funds that were not used on completed tournaments are returned to the original payment method where possible.
If the check shows you are under the minimum age, the account is closed and cannot be verified again.
See section 7.4 of our Payment Terms. To challenge a decision, see our Dispute Resolution Policy.
Still need help?
Email us from the address on your Deku account and we will get back to you.