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The Terms of Service (the “Terms”) govern the account and service requirements we apply to this question. Check the current terms before acting because eligibility, payment, promotion, and account rules may change.
How the 48-hour review window works
The McLuck verification process requires identity validation using an unexpired government-issued photo ID, and proof of address issued within the last 90 days. The 48-hour review window begins once both documents are submitted through the Veriff gateway.
If you start on a computer, the platform presents a secure QR code you can scan with your smartphone camera to continue on your phone. Once those uploads are submitted, the browser session refreshes to confirm receipt.
The timeframe is an expected review period, it is not a promise that an account will be fully cleared 48 hours after you open the task, because a review can produce an outcome other than approval. Where our compliance team needs a clearer image, a different accepted document, or additional evidence, you will need to submit again, which may extend the evaluation time.
For a guide on submitting your documents for verification, see our FAQ on how to verify a McLuck account.
What can make McLuck verification take longer?
A rejected document may require a resubmission, which can extend the verification review process beyond the expected timeframe. Some of the most common reasons this happens include:
| Cause | What triggers it | How to avoid another cycle |
|---|---|---|
| Framing | A corner of the document clipped out of the camera frame | Lay the document flat and keep all four corners in shot |
| Image quality | Flash reflection, glare, or blur obscuring your name, birth date, document number, or photo | Recapture in even, indirect light |
| Altered details | Any detail covered, blurred, or altered outside a payment card redaction we requested | Submit the document in full and unaltered |
| Expired validity | An ID past its expiration date, or an address document issued more than 90 days ago | Obtain a fresh document rather than reuploading |
| Screenshots | A digital screenshot of any kind | Photograph the physical document or supply the official file |
| Mismatched details | A name, birth date, or address differing across your ID, proof of address, and profile, or a payment method in another name | Ask Support to correct the record before resubmitting |
| Location or script | A document from outside a permitted state or a Prohibited Territory, or in a non-Latin script | Use a permitted-state document, or add a certified English translation |
Do not upload alternative files before reading the requested task, because an unsupported file creates work rather than closing the check.
The scope can also widen mid-review. Under our Terms we may run age, identity, location, credit-background, payment-ownership, source-of-funds, and source-of-wealth checks that we reasonably require, and we may use third-party providers for external identification and location verification and other checks.
A first stage of the verification may confirm identity, with a later stage requesting proof of address, a redacted copy of a payment mechanism used for a successful purchase, or a payslip or bank statement.
Check the request shown in your account to see what is currently outstanding.
What does the 30-day document condition mean?
McLuck may restrict, deactivate or terminate an account when a verification check cannot be completed, including when requested documentation is not provided within 30 days of the first request. Treat the date in a document request as a response obligation: submit the requested information through the approved route as soon as reasonably possible, and ask Support promptly if a technical or access problem prevents submission.
Continue monitoring the “My Profile” page on the website side menu signed-in and the email address registered to the account until McLuck confirms completion or identifies another action.
When should you contact Support?
Contact Support when a requested task will not open, an upload fails, the account and email show conflicting statuses, a stated customer-response date is approaching, or McLuck requested information you cannot supply as described. Include the registered email, the type of check, the date and time submitted, the exact status or error, and the ticket or redemption reference if one exists.
Keep the active review moving
Use this checklist after submitting a verification task.
- Confirm that the secure flow shows the file or task as submitted rather than still awaiting action.
- Monitor the email address registered to McLuck, including its spam or junk folder, for a follow-up request.
- Keep your legal name, birth date, address, and contact details accurate; ask Support how to correct outdated information.
- Keep a record of the submission date, document type, current status, and any reference number to help track your verification request.
- Use one Support conversation for the same review so its dates, answers, and next steps remain together.
Do not create another account while verification is pending. McLuck permits one Customer Account per person, and a duplicate account can create a separate compliance issue instead of accelerating the original review.
Official information
This answer is based on the official McLuck pages below, reviewed on the date shown above. Consult them for the latest rules, account information, and support guidance.
Still need help?
Contact McLuck Support for help with your account.