Read the rejection reason first
Look for a message beside the upload, in the verification area or in a support reply. Reasons may point to readability, document type, missing information or a mismatch. Copy the wording so the replacement can address it directly.
If no reason is visible, ask which requirement was not met before uploading another file. A precise answer is more useful than trying several unrelated documents.
Compare the address with the account record
Check the street details, suburb, state and postcode shown on the document against the account information. Differences in an old address, unit formatting or spelling should be clarified through the account-update process rather than ignored.
Use your current genuine details and keep a record of any approved account correction. Do not edit the document image to make it resemble the account entry.
Inspect the complete document image
Open the file at full size and confirm that the name, address and other requested details are readable. The page should not be cut off, covered by glare or reduced to a low-resolution preview. If the source is multi-page, check which page contains the necessary information.
Follow the upload format and privacy instructions displayed by the operator. Avoid covering information unless the instructions specifically allow it.
Submit one clear replacement
Name the replacement file clearly and upload it through the requested verification channel. Note the submission date and the category it was intended to satisfy. This creates a simple record if the review remains open.
If the second file is also rejected, reply with the rejection wording and ask which visible element is missing. Keep that conversation focused on proof of address.
Proof-of-address rejection check
| Situation | What to compare | Next step |
|---|---|---|
| Address mismatch | Compare every address field with the account | Correct the account through the proper process if needed |
| Unreadable or cropped file | Open the image at full size | Create one clear image showing the required details |
| Wrong document category | Read the requested proof type | Use a document that fits that stated category |
Before replacing proof of address
- Save the rejection reason or ask for it.
- Match the full address with the account entry.
- Check the document type requested by the operator.
- Inspect the entire image for readability and cropping.
- Submit one replacement and record its status.
Continue with the right Australian guide
Use the next page that matches your task: compare all Australian casino KYC guides; handle KYC that remains pending during a withdrawal; work through a wider pending verification review.
