We’re sorry to hear that you lost your ID card — we understand this can be stressful.
Unfortunately, your account cannot be validated without an official identity document, as required by Belgian law.
What you need to do
Request a new identity card at your local town hall or municipality as soon as possible.
Once you receive it, take:
A clear photo or scan of both sides (front and back), and
A selfie of you holding your ID card, where your face and the card are both clearly visible; this is a security step to confirm that the document belongs to you.
Upload these images directly in your account under “My Documents”.
Make sure all corners are visible, and the photo is in focus.
Avoid glare or shadows on the card.
What happens next
Once your documents have been uploaded, our Customer Service team will:
Verify that the ID is valid and legible.
If any details are unclear, they’ll reach out via your registered email to help you correct or re-upload.
If you have questions or need help, contact us anytime at support@goldenpalace.be.
Your security comes first; always at GoldenPalace.
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