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The Terms of Service, together with the policies incorporated into them, including the Sweepstakes Rules where applicable, govern the relevant account and service requirements we apply to this question. Always review current terms before acting as eligibility, payment, and promotion rules can change.
Common reasons a McLuck verification document may be declined or rejected
McLuck may require you to complete account verification through the Veriff gateway. Where verification is required, you must complete the requested checks before your account can be fully verified.. The system verifies that the file can be used as valid verification evidence by confirming that all four corners are visible within the frame, the required details are clear and legible, nothing has been obscured or altered, and the document is still valid and has not expired. When a check fails, the file is rejected and our system emails you an automated update explaining the issue.
The table below covers the most common reasons verification documents may be declined on McLuck.
| Decline reason | What may trigger it | How to correct it |
|---|---|---|
| Clipped or obscured framing | One or more corners of the document are outside the camera frame or the document is not fully visible. | Place the document on a flat surface and retake the photo so all four corners are visible. |
| Glare or blurred focus | Glare or blur makes required information difficult to read. | Use a well-lit area, avoid glare and confirm the required fields are clear and legible. |
| Altered or blocked information | Information is covered, blurred, cropped, edited, or otherwise not shown as requested. Payment-method copies should only be redacted where McLuck specifically requests redaction. | Use the original document and follow the exact redaction instructions provided for any requested payment-method copy. |
| Expired or out-of-date document | A photo ID is expired, or proof of address is older than the validity period stated in the current verification instructions. | Provide a current, unexpired photo ID and proof of address issued within the last 90 days. |
| Screenshot or unsupported upload | A digital screenshot is submitted instead of a raw photograph or official document file, or the upload does not follow the current file requirements . | Upload a raw photograph or official document file. |
| Details that do not match | The name or residential address on the document does not match the information McLuck requires for the Customer Account, or non-U.S. documentation does not meet the current language/translation requirements. | If account information has genuinely changed, contact Support and provide the supporting documents needed to update it. Where required, provide an official certified English translation with the original document |
The reasons above are general guidance rather than a diagnosis of your specific upload, so compare them with the reason provided in your verification email.
Identifying the correct issue can help you avoid unnecessary resubmissions. Problems such as poor framing, glare, or an unsupported file format are often resolved by retaking or resubmitting the document. An expired ID or outdated proof of address requires a different document, while information that does not match your Customer Account may need to be updated through Support.
What should you check before resubmitting?
Start with the notification sent to your registered email address and any instructions shown in your verification flow. Use those instructions as the first reference for your specific submission. Work from the original document rather than a cropped, edited, or annotated copy, and do not redact information unless McLuck specifically instructs you to do so, such as when it requests a redacted copy of a payment method .
Check each document against what it has to prove. Your government photo ID must be unexpired and must clearly display your full legal name, date of birth, document number and expiration date. A passport photo page must be completely visible, while a driver’s license or a state or national ID card requires both the front and the back. Your proof of address must show your full name, your current residential address and a clear issue date within the last 90 days.
How to fix a rejected document and resubmit
Check the issue identified in your rejection notification. Before uploading again, the checks below may help.
- Check the reason provided in your rejection notification before choosing a replacement document.
- Use your own current, unexpired document and other requested information, do not submit another person’s identification or payment method.
- Place the document on a flat surface in a well-lit area, with all four corners visible and no glare or obstruction across required text.
- Confirm that the name address information are consistent with the details McLuck requires for your Customer Account.
- Check that proof of address is within the last 90 days.
- Follow the verification instructions displayed on your McLuck account, including any identity, location, consent, redaction, file-type, size or recency requirements that apply to your submission.
- Upload a raw photograph or official document file rather than a digital screenshot, in accordance with the current upload requirements.
- Submit your documents securely through the “My Profile” page or, if instructed, provide the additional information requested by Support. Make a note of the new submission date and monitor your registered email for the outcome or any further requests.
Once you submit documents, our compliance team evaluates them within 48 hours.
Your account must fully clear verification before you can request or process any prize redemption, so a clean resubmission avoids a delay when you come to redeem Sweepstakes Coins.
How should an account-information mismatch be handled?
A mismatch is different from a quality problem, and repeating the upload will not resolve it. Our Terms require you to keep your personal details up to date, and the name you provide at registration must match your government-issued identification. If your address, phone number, legal name or another detail has genuinely changed, contact Support and supply the documents needed to update the record.
Ownership rules apply on the payment side as well. The name on your payment method must match the name on your Customer Account. Where the two differ, your Customer Account will be suspended, purchases may be voided and your Virtual Coins balance may be adjusted. Redemptions are only authorized to a bank account held in your name. If using a joint account, your name must be clearly visible alongside the secondary account holder on the bank statement. Where we request a redacted copy of a payment method, redact only what that instruction permits – typically masking the middle digits of card numbers while leaving your name and key dates clearly visible.
When should you ask Support for the next step?
Contact Support when no rejection email arrives or none names a reason, when the replacement document does not exist in your circumstances, when account information needs correcting, when the same compliant document is rejected again, or when the verification task is no longer accessible. Include your registered email address, the document type, the decline date, the exact message and your latest submission time.
Ask which check failed, which accepted document can satisfy it, and where to submit it.
Under our Terms, if you do not provide requested documentation within 30 days of the first request, McLuck may terminate, deactivate or restrict your Customer Account.
Do not alter evidence or use another person’s details
Editing an image, covering fields you were not asked to redact, or using another person’s document, payment method or bank details turns a routine rejection into a compliance failure. Knowingly submitting inaccurate information may result in immediate termination of your Customer Account. Preserve the rejection email, make one accurate correction, and ask Support whenever the correction is unclear.
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.