We may ask you to verify your identity or payment method to complete your order. This security step helps us keep transactions on Eldorado protected.
Quick answer
Verification reviews are usually resolved within minutes, but may take up to 2 hours
We may ask for a photo of a government-issued ID, a selfie with your ID, or a photo of your payment card
You can cover everything on your ID except your full name, date of birth, expiration date, and photo
We securely delete your documents after 90 days
If verification is not passed, funds are returned to the original payment method
Steps
Place your order as usual
If the verification prompt opens, check which documents we need
Take a clear photo or scan of each document, following the requirements below
Upload your documents and submit them
Verifying your ID
Use a government-issued ID, such as a passport or driver's license
Make sure the ID is valid and not expired
Submit every side or page, not just the front
Check that your name, date of birth, expiration date, and photo are clear and readable
Place a piece of paper with Eldorado written on it next to the ID, or have our website open in the background
Verifying your selfie with ID
Use the same ID you submitted earlier
Face the camera directly so your whole face is visible
Hold the ID with the photo page facing the camera
Take the photo in good light, with no bright light behind you
Don't reuse a selfie made for another website
Verifying your credit or debit card
Take a photo of the front of the card you paid with
Make sure your name, card type (e.g., Visa or Mastercard), and last 4 digits are visible
Make sure the bank name is visible
Cover the other card digits if you prefer, since we only need the last 4
Troubleshooting
Your verification was rejected?
This usually happens when a picture of the document is blurry, expired, cropped, or doesn't match your other documents. We may ask you to submit a new one. If that one is also rejected, we cancel your order and return the funds to your original payment method. The funds are returned in 3-5 business days, usually faster; the exact timing depends on your bank's processing speed. If you are not sure if the funds did reach you, we recommend first contacting your bank for more information and contacting Eldorado support if further help is needed. Have your payment date, the amount, and the last 4 digits of your card ready.
You don't want to verify?
If you don't complete verification, we cancel your order automatically, and funds are returned as described above.