At Wndeer, we work closely with gambling platforms to improve product flows. One of the most common challenges they face is high user drop-off during the Know Your Customer (KYC) process. Although this step is required for compliance, many users leave before completing it. We help our clients understand why this happens and how to reduce abandonment by improving design and technology.
Why Users Quit During KYC
The KYC process serves to confirm a user’s identity and prevent fraud. It is a legal requirement in most regulated markets. Still, many users exit before finishing the process. The reasons are consistent: slow response times, too many document requests, technical problems, and low trust in how data is handled.
Jumio, a digital identity provider, reported that 30% of users leave registration when asked to upload ID documents. In gambling, this percentage is often higher. Users expect quick access to games, not a complex upload process. If the platform interrupts their intent with multiple steps, they lose interest.
Onfido’s data shows that every extra action increases abandonment. If a user must complete more than three steps, drop-off rates go up by 60%. The effect is worse on mobile. If the platform is not optimized for smartphones, or if the camera function doesn’t work properly, users will quit. Small glitches — such as failed uploads or unreadable images — cause frustration.
Security concerns also play a major role. Many users hesitate to share sensitive data with a gambling brand they don’t yet trust. Without clear proof that the platform protects their information, users often prefer to leave rather than take the risk.
Automating Verification with AI and Reducing Friction
Some gambling operators have reduced drop-offs by using AI to handle identity checks. This technology helps by speeding up verification and cutting out manual work. As a result, users can complete the process in minutes instead of waiting hours.
Betsson Group, which runs several online casinos across Europe, used IDnow to automate KYC checks. The change reduced wait times from 12 hours to less than 10 minutes. Their data team confirmed a 25% increase in completed verifications after two months.
Kindred Group (Unibet) also moved to an AI-based system. Their platform uses OCR and face recognition to match ID photos. This allowed them to reduce abandonment by 34%, especially in Nordic countries with strict rules.
These systems also fill in data automatically. Users can upload a photo of their ID, and the system extracts name, date of birth, and address. This cuts down on typing mistakes and shortens the process.
Another benefit is smart filtering. Some users pose lower risk, based on their deposit method or location. The system can allow them to complete a soft verification without extra steps. This approach, used by LeoVegas, speeds up onboarding for most users. Only high-risk profiles go through full document checks.
Real Examples of Fixing the Problem
We redesigned the KYC page for a mid-sized betting operator in Eastern Europe. Before the changes, users had to complete four separate steps. They uploaded PDFs and waited a full day to get verified.
We built a new single-page process with real-time AI checks. The design worked well on mobile and allowed camera uploads. Three months after the update, their drop-off rate fell from 47% to 19%. Registrations went up by 38%.
We also worked with a crypto-gambling site that had trust issues. Many users refused to upload documents to an unknown brand. We added live support during the KYC step and included verification badges from their provider (Sumsub). With better communication and faster checks, their conversion rate increased by 22%.
User trust depends on how the process looks and feels. Platforms that show each step clearly and explain why a document is needed perform better. A visible progress bar and time estimate keep users engaged. Confusing pages or unclear instructions lead to higher drop-off.
Building Trust Through Design and Transparency
Players want to know what they’re agreeing to before they register. Gambling sites that mention KYC in their registration page or FAQ early tend to lose fewer users later. They avoid unpleasant surprises and give users time to accept the terms.
Clear privacy policies also help. When users see GDPR badges or ISO 27001 certification, they feel more confident. If the platform gives them control over data, including an option to delete documents later, trust increases.
Even wording matters. Clear and friendly instructions work better than legal or technical text. A/B tests show that users complete verification more often when the platform explains steps in simple terms.
Improving KYC is never a single fix. It takes a full review of design, communication, and technology. Operators must keep users informed, reduce the number of steps, and offer support when issues arise. These changes, when based on real data, produce measurable results.
At Wndeer, we help gambling operators build user-centered verification flows that respect both legal requirements and player expectations. By focusing on automation, trust, and mobile usability, our clients reduce drop-off rates and increase registration success. KYC is not just a legal step — it’s part of the product experience. When done right, it helps platforms grow and build long-term relationships with their users.