
Bingoal transforms UX and strengthens compliance with itsme®
The gaming and betting sector is not only highly competitive but also saturated—intensifying the pressure as its
Bingoal, a licensed Belgian online betting platform, has embraced digital identity to bolster its operations and efficiency. The platform has utilised itsme® for client
The benefits of this partnership are clear: onboarding can be completed in under two minutes with just a few clicks, providing better protection against fraud and fake identities. Additionally, players can enjoy instantaneous payouts when verifying through itsme®. This streamlined process not only enhances user satisfaction but also reduces the workload on customer support teams by minimising manual document checks and verification delays.
Challenge: Slow onboarding, operational strain, and rising fraud risks
Before integrating itsme®, Bingoal relied on a fully manual verification process for onboarding and withdrawals, bearing all the costs and risks associated with KYC. Every player had to upload four separate documents: the front and back sides of their ID, a utility bill, and a selfie holding the ID. This process was not only clunky and time-consuming for users, but also placed a heavy burden on the customer support team.
Each KYC request had to be manually reviewed by help desk agents, working from 6:00 AM to midnight. Best case, this took 5 minutes if the documents were clear and valid. But any small issue, like a blurry scan or expired ID, triggered a back-and-forth “ping pong” of communications that could easily delay payouts by a full day—or worse, lead to user drop-off. Additionally, customers submitting documents outside of working hours faced further delays, as verification could not commence until the help desk reopened.
In addition to being cumbersome, slow, and costly, manual KYC processes are highly susceptible to human error. Moreover, traditional verification methods, reliant on human scrutiny, are often ill-equipped to detect deepfakes, AI-generated fake documents, and advanced forgeries.
Even after a client got onboarded, friction remained. Forgotten usernames and passwords were a daily source of tickets for the customer support team. Just getting into the platform became a recurring pain point, adding to the load on the staff and frustrating users looking for a seamless digital experience.
Storage and compliance also presented ongoing headaches. Bingoal had to store manually uploaded documents securely on their own servers, taking up valuable space and creating additional infrastructure costs. This means that the platform had to bear the full costs of GDPR compliance and guard its growing data base against any breaches.
Meanwhile, competitors started streamlining their onboarding flows using itsme®, and Bingoal began to feel the impact: users were choosing faster, smoother platforms.
Solution: seamless verification, reduced fraud, and faster payouts
To address its operational challenges and improve customer experience, Bingoal gradually integrated itsme® across key parts of its platform, starting with onboarding and verification, then extending to login, payouts, in-store identity checks, and even high-traffic event activations. These integrations helped streamline user journeys, protect against fraud, and significantly reduce manual workload.
The platform benefits from these additional features without incurring significant costs per transaction, thanks to itsme®’s pay-per-use model, which avoids charging platforms for every individual transaction, but per active user.
1. Faster onboarding with built-in compliance
With 80–85% of the Belgian population already registered on itsme®, Bingoal was able to transform its previously manual KYC process into a seamless digital flow. Players who register with itsme® are verified and onboarded in under two minutes, compared to hours—or even days—when using manual uploads. This improves conversion by providing the players with a seamless UX.
2. A stronger defence against fraud and AI-generated forgeries
With the rise of AI-generated fake documents and stolen identities sourced from the dark web, Bingoal was increasingly exposed to fraud through manual registration. Fraudsters created fresh accounts using stolen or manipulated identity documents to bypass betting limits, challenging compliance with important regulations such as the Anti-Money Laundering (AML) Directives and the Van Hecke law (in Belgium). itsme® offers a secure, verified identity layer at onboarding that’s far more resistant to such attempts. Consequently, the platform now reports fewer breaches and greater confidence in the authenticity of user identities.
3. Faster login that doubles as instant verification for legacy accounts
In April 2025, Bingoal implemented itsme® for login too. This not only removes the need for passwords, reducing support tickets related to forgotten credentials, but also automatically verifies accounts created before itsme® was available. Each login through itsme® re-validates the user data in Bongoal’s systems, helping clean up legacy records and reduce the number of users needing to go through manual KYC for withdrawals.
4. Enabling instant payouts for verified users
Many players don’t realise that they must pass KYC before receiving a payout. With itsme®, players get automatically verified and immediately become eligible for instant withdrawals, including users who registered manually and used itsme® for logging in at least once. This drastically shortens the path to payout and ensures a smoother post-win experience—an important driver of customer satisfaction and retention.
5. Extending identity verification to retail betting shops
Bingoal also uses itsme® in its physical betting shops to perform Excluded Persons Information System (EPIS) checks, which ensure that users are allowed to play and are not excluded. On tablets at shop entrances, players can choose to verify via ID reader, manual upload, or itsme®. The latter offers the fastest and most secure option, streamlining retail operations while maintaining compliance.
6. Speeding up account creation at live events
At large-scale horse racing events—where Bingoal is the official betting partner—speed and simplicity are critical. To avoid long queues at betting counters, the company promotes direct account creation using event signage with a three-step visual: register on Bingoal with itsme®, pay with Payconiq, and start betting. In under five minutes, new users can be fully verified and have money in their account—ready to place bets without waiting in line.
Impact
Bingoal's strategic integration of itsme® positions the company for sustainable growth and continued success. By streamlining user onboarding and verification processes, Bingoal has enhanced user experience, reduced operational burdens, and ensured compliance with stringent regulations, including the Van Hecke Law. Furthermore, itsme® helps mitigate risks associated with AI-generated fake documents and identity theft. This has significantly reduced fraudulent activities, ensuring a safer environment for both the company and its users.
The adoption of itsme® has led to a 70% uptake among users for account creation, who enjoy easy onboarding in under two minutes. This efficiency not only improves user satisfaction but also decreases the workload on customer support teams, particularly in document verification, resolving issues related to forgotten credentials, and payment approvals.