Nin-Nin-Game.com Support

For security reasons, some orders may require an additional identity verification before they can be processed. If verification is required, your order will remain on hold until the requested documents have been reviewed and approved.

Identity verification helps us protect both our customers and Nin-Nin Game against unauthorized payments, stolen payment information, and fraudulent transactions.

Why do I need to verify my identity?

Identity verification may be requested when our security checks detect that additional confirmation is required. For example, this may happen when:

• The name of the payment cardholder differs from the name registered on the Nin-Nin Game account.
• The billing or payment information does not match the account information.
• An order has been flagged by our payment or fraud-prevention systems.
• The transaction is unusually large or otherwise requires additional verification.
• We need to confirm that the person making the payment is authorized to use the selected payment method.

A verification request does not necessarily mean that there is a problem with your account. It simply means that additional confirmation is required before we can process the order.

What documents may be requested?

Depending on the situation, we may ask you to provide:

• A photo of yourself (selfie) holding a valid government-issued photo ID, such as a passport, national ID card, or driver's license, so that your face and the ID are visible.
• A clear close-up photo of the same government-issued ID.
• If the ID does not show your billing address, a document confirming your address, such as a utility bill or similar official document.

The exact documents required will be specified in the verification email sent by our Customer Service team.

If the payment was made using a card or payment account belonging to another person, we may require documents relating to the actual cardholder or payment account holder.

Can I hide sensitive information on my documents?

Yes. Information that is not required for verification may be covered.

However, the following information must remain clearly visible when requested:

• Your full name.
• Your photograph.
• The relevant address, when address verification is required.

Please make sure the document remains clear and readable after any unnecessary sensitive information has been hidden.

How do I send my verification documents?

Please reply directly to the verification email or Customer Service ticket and attach the requested documents.

Accepted formats may include common image formats such as JPEG or PNG, as well as PDF documents.

Please make sure all images are clear, fully visible, and easy to read. Blurry, cropped, or incomplete documents may delay the verification process.

How long does verification take?

Verification is generally completed within a few business days after we receive all required documents.

Processing may take longer during busy periods, weekends, Japanese public holidays, or if additional information is required.

Your order will remain on hold until the verification process has been completed.

What happens if I do not provide the requested documents?

If the requested verification documents are not provided, we will not be able to process the order.

The verification email sent by our Customer Service team will specify the deadline for providing the requested documents. Please make sure to respond within the timeframe indicated in that email.

If we do not receive a response within this period, the order may be cancelled and the payment refunded.

We may send reminder emails during this period, so please make sure to check your inbox, spam, junk, and promotional folders.

What if I do not want to provide identity documents?

If you are not comfortable completing the verification, please contact Customer Service.

We can review whether another option is available. If the order cannot be verified, it will need to be cancelled and a full refund arranged.

We cannot ship an order that has not successfully passed a required security verification.

Is my personal information safe?

Documents provided for identity verification are used only for the purpose of reviewing and validating the transaction.

Access is restricted to authorized personnel involved in the verification process.

Please only send verification documents through the communication method requested by our Customer Service team.

Will I need to verify my identity for every order?

Not necessarily, identity verification is requested only when additional security checks are required. Successfully completing verification once does not guarantee that another verification request will never be necessary.

Future orders may require another verification if our security systems identify a new transaction that requires additional confirmation.

Why was my order cancelled even though I already paid?

Receiving a payment does not automatically mean that an order has passed our security verification.

If an order requires identity verification, it cannot be processed or shipped until the verification has been successfully completed.

If we request verification and do not receive the required documents or a response within the allowed period, the order may be cancelled and the payment refunded.

How can I reduce the chance of additional verification?

To help reduce the risk of payment verification delays, we recommend using a payment method registered in your own name.

When possible:

• Use a PayPal account registered in your own name, with details that match the name and billing information on your Nin-Nin Game account.
• If paying by credit or debit card, use a card issued in your own name.
• Make sure the account holder name, billing address, and payment information are consistent.
• Complete any 3D Secure authentication requested by your bank or card issuer during payment.

Using a credit card, PayPal account, or other payment method belonging to another person may trigger additional security checks and may require us to verify the identity of the actual cardholder or payment account holder.

Successfully completing 3D Secure authentication and using matching information can help reduce the likelihood of additional verification, but does not guarantee that a verification request will never be required.