Name Change

Article Title
Name Change Request

Category
Account & Verification / Personal Details

General Information
Players can request to update their name directly within their account by submitting supporting documentation. The change requires identity verification and approval before it is applied.

Purpose / Objective
To guide agents in assisting players with changing their first or last name and ensuring proper documentation is submitted for verification.

Scenario / Use Case
A player needs to update their first or last name on their account due to a legal name change or correction.

Step-by-Step Instructions

1. Instruct the player to log into their account.

2. Navigate to:

   • My Account > Personal Details

3. Click “Change” next to the first or last name field.

4. A pop-up will appear requiring document submission. The player must upload one of the following:

   Accepted ID (must include photo and expiration date):

   • State-issued driver’s license
   • State-issued photo ID card
   • Concealed weapons (CCW) license
   • Military ID
   • U.S. Passport
   • Passport card
   • Permanent resident card
   • Veterans Health Identification Card
   • Tribal ID

5. OR

   • Marriage certificate
   • Divorce decree

6. Click “Upload Document” and submit the selected document.

7. Once reviewed and approved, the player will receive a confirmation email and the name will be updated.

Additional Information / Tips

• A confirmation email is sent when updates are made to the following fields:
  • Email
  • Password
  • First and last name
  • Suffix
  • State
  • Address
  • City
  • Zip code
  • Phone number
• Do not send a case to Compliance for document submission requests; review is handled automatically.

Variations / Related Questions Phrased Differently

• “How do I change my name on my account?”
• “Can you update my last name?”
• “I got married/divorced—how do I update my account?”
• “My name is incorrect—how do I fix it?”

Common Issues / Troubleshooting

• Issue: Player does not upload required documents

  • Inform them that documentation is mandatory to process the name change

• Issue: Player uploads incorrect document type

  • Clarify acceptable ID or legal documents (marriage certificate/divorce decree)

• Issue: Player does not receive confirmation email

  • Advise them to check their inbox/spam after approval

• Issue: Player asks agent to manually update name

  • Inform them that changes must be completed through document submission and approval