Fraud Prevention Policy | exxo.store | Effective Date: 26 March 2026
1. Introduction
This Fraud Prevention Policy ("Policy") is adopted by SYNTRIX NEXUS LTD ("Company"), registered in England and Wales under company number 17119014, 20 Wenlock Road, London, N1 7GU, England, United Kingdom, operating the digital game key and voucher platform exxo.store at https://exxo.store.
This Policy sets out the framework within which the Company detects, prevents, and responds to fraud, payment abuse, and misuse of the platform. It applies to all users, all transactions processed through exxo.store, and all personnel involved in order processing, user support, and compliance.
2. Why We Can Verify users
Digital game keys and vouchers are instant-delivery, non-refundable digital goods that are attractive to fraudsters. The risks we address through this Policy include:
- Card-not-present fraud – use of stolen or compromised payment credentials to purchase keys
- Chargeback abuse – purchasing digital goods and subsequently disputing the charge without legitimate grounds
- Account takeover – unauthorised access to a user’s account to exploit stored balances or order history
- Automated bulk purchasing – use of scripts or bots to acquire keys at scale for commercial resale
- Sanctions exposure – inadvertent transactions with persons or territories subject to UK or international sanctions
Verification is applied only where a risk indicator is present. The large majority of purchases complete without any additional steps.
3. Risk-Based Approach
We apply a risk-based approach to fraud prevention. Not all users or transactions present the same level of risk. Our systems assess a combination of factors at the point of purchase and during account activity. Where risk indicators are identified, we may request additional verification before processing or delivering an order.
Our risk assessment considers factors including, but not limited to: order value and frequency, payment instrument characteristics, account history, geographic indicators, and behavioural patterns on the platform. The weight given to any factor depends on the overall risk profile of the transaction.
4. Verification Measures
Where our risk assessment identifies an elevated risk indicator, we may apply one or more of the following verification measures, proportionate to the level of risk identified.
4.1 Email and Account Verification
All new users must verify their email address before completing their first purchase. Multi-factor authentication (MFA) may be available on all accounts and is strongly encouraged.
4.2 Payment Verification
We use 3D Secure (3DS2) authentication on all card transactions where supported by the issuing bank. Where a transaction is flagged for additional review, we may request confirmation of billing information or further evidence that the payment instrument belongs to the user placing the order.
4.3 Identity Verification
Where a transaction or account meets the criteria for identity verification, we will request one of the following valid, government-issued documents:
• Valid passport;
• National identity card (EEA or internationally recognised equivalent);
• Full photocard driving licence (UK).
4.4 Address Verification
Where identity verification is required and the identity document submitted does not confirm the user’s residential address, we may additionally request one of the following, dated within three months of the request:
• Bank statement;
• Utility bill (gas, electricity, water, or landline telephone);
• Council tax bill for the current year.
4.5 Age Verification
Certain titles available on exxo.store carry age restrictions (including PEGI 18+ ratings). For such titles, users are required to confirm at checkout that they are aged 18 or over. Where reasonable doubt exists as to a user’s age, we may request identity documentation confirming date of birth before the key is delivered. We will not deliver age-restricted products to users who cannot confirm eligibility.
5. Sanctions Screening
The Company screens users against applicable sanctions lists in accordance with UK law. Screening is conducted at account creation and where risk indicators are identified during an order or account review. The lists screened include:
- The UK Consolidated Sanctions List (Office of Financial Sanctions Implementation – OFSI);
- United Nations consolidated sanctions list;
- European Union consolidated sanctions list;
- US Office of Foreign Assets Control (OFAC) Specially Designated Nationals (SDN) list.
Where a user’s name, location, or other details generate a potential match against a sanctions list, the order will be placed on hold and escalated for manual review before any action is taken. The Company will not establish or continue a business relationship, or process any transaction, with any person or entity that is the subject of applicable sanctions.
We do not accept orders from territories subject to comprehensive UK sanctions.
6. Risk-Based Approach
Due diligence is proportionate to the assessed risk of money laundering or terrorist financing. Risk factors assessed include:
6.1 User Risk Factors:
- Geographic location (residence in FATF high-risk or UK Government-designated jurisdictions);
- User type (natural person vs. legal entity);
- PEP status or association with a PEP;
- Transaction history and behavioural patterns on the website.
6.2 Transaction Risk Factors:
- Transaction value and frequency relative to user profile;
- Use of payment methods that obscure the origin of funds;
- Geographic mismatch between registered location and payment instrument origin;
- Patterns consistent with structuring, layering, or smurfing;
- Anomalous refund or chargeback behaviour.
7. Order Holds, Refusals and Account Suspension
We reserve the right to place an order on hold, decline a transaction, or suspend or close a customer account where:
- Verification documents requested by the Company are not provided within 72 hours of the request being made.
- Documents provided are suspected to be false, altered, inconsistent, or do not correspond to the order details.
- A customer is identified as a sanctioned person or entity, or is located in a sanctioned territory.
- A transaction displays characteristics consistent with fraud, chargeback abuse, or automated purchasing.
- The account is associated with scripting, bot activity, or commercial reselling in breach of our Terms and Conditions.
- Proceeding with the order or relationship would contravene any applicable law or regulatory obligation.
Where an order is declined on fraud prevention grounds, we are not required to disclose the specific reason where doing so could compromise our fraud controls or an ongoing investigation. Refunds for held orders will be processed in accordance with our Refund and Cancellation Policy where no fraud has been confirmed.
8. Privacy
Personal data collected and processed for the purposes of this Policy is handled in accordance with the applicable legislation and Company’s Privacy Policy available on https://exxo.store.
9. Contact
Compliance: [email protected]
Legal: [email protected]
Company: SYNTRIX NEXUS LTD
Registered Address: 20 Wenlock Road, London, N1 7GU, England, United Kingdom
Website: https://exxo.store
This KYC Policy was adopted by SYNTRIX NEXUS LTD on 26 March 2026.