Gaming regulations require that we verify you are who you say you are, that you're not a criminal laundering money through ZenSports for nefarious purposes, etc. This means that ZenSports is responsible for collecting "Know Your Customer" (KYC) and "Anti Money Laundering" (AML) documentation from you before you can withdraw funds from ZenSports.
All customers that wish to withdraw funds from within ZenSports must first go through KYC/AML verification prior to withdrawing such funds. ZenSports has partnered with Shufti Pro to process all verifications, and we've integrated the entire verification process directly within the ZenSports app, so you never need to leave and go somewhere else to get KYC/AML verified.
The good news is you only need to get verified once, so you don’t need to do it each time when withdrawing funds. If you ever have any questions or problems in getting verified, just chat with us in the app or on our website.
Steps to getting KYC/AML verified:
KYC/AML verification happens from the Withdraw Funds screen in ZenSports. To get to the Withdraw Funds screen, tap the "Funds" menu item in the bottom navigation bar, then the "Withdraw Funds" menu item once on the Funds screen:
If you have not been verified you will be taken to the Withdraw Funds screen with content blocking your ability to input withdrawal amounts on the selected wallet. Tap the Get Verified button to begin the KYC/AML verification process:
You'll then be taken to Shufti Pro's interface directly within ZenSports -- you will not need to leave and go anywhere else to submit your KYC/AML verification. The KYC/AML verification process is all one continuous flow, which means if you tap the back button on your phone or close down the ZenSports app, you'll need to start the verification process over from the beginning.
If you need to change your language preferences displayed throughout the Shufti Pro interface, tap the hamburger menu in the upper left corner and the then the gray "Language" button to change to your preferred language:
Tap the "I agree" button in order to consent to allowing Shufti Pro to collect your necessary information and to get started with the verification process:
Choose which document that you want to use to verify your identity. NOTE: this is different than verifying your address, which you may use a separate document for during Step 9 in the verification process.
One of the areas that customers sometimes get confused by during the verification process is that they choose "ID Card" when it's really a Driver's License that they're uploading, and vice versa. Since ID Cards often look like Driver's Licenses, please be sure that you're choosing the correct document type:
Tap the "Browse" button on the next screen in order to upload or take a picture of the document from your phone. For example, if you chose "Driver's License" in Step 5, you'll then be asked to upload or take a picture of your Driver's License in Step 6:
After you upload or take a picture of the documentation required to verify your identity, you'll see a confirmation screen asking you to confirm that the corners aren't being cut off in your document and that the photo has good lighting. It's important to make sure that everything in the document is visible and legible. Tap the "Next" button once everything looks good:
You'll be asked to confirm that your document contains all of the required information: full name, date of birth, expiration date, issuance date, and document number. Tap the "Yes" button once you've confirmed that the document contains these five items:
In addition to your identity, ZenSports also does an address verification. You will need to choose which document that you want to use to verify your address. NOTE: you can choose to use the same document that you used to verify your identity in Step 5 (except a credit card), however you still must re-upload or take a picture of this document again (see below).
Again, make sure you choose the correct document type. Don't choose "ID Card" when it's really a Driver's License that you're uploading, and vice versa. Since ID Cards often look like Driver's Licenses, please be sure that you're choosing the correct document type:
Tap the "Browse" button on the next screen in order to upload or take a picture of the document from your phone. For example, if you chose "Driver's License" in Step 9, you'll then be asked to take a picture of or upload your Driver's License in Step 10:
After you upload or take a picture of the documentation required to verify your address, you'll see a confirmation screen asking you to confirm that your complete address is visible and that everything looks good. Again, make sure that there aren't any corners being cut off in your document and that the photo has good lighting. It's important to make sure that everything in the document is visible and legible. Tap the "Next" button once everything looks good:
Shufti Pro will then begin extracting all of the pertinent information from the documents that you photographed or uploaded. They will show you a form field with all of your details pre-populated in it. If there's anything that Shufti Pro wasn't able to pick up automatically or had trouble analyzing, then you'll need to manually add or correct that information yourself.
Be sure to review this screen thoroughly to make sure that everything is correct, otherwise your verification will fail:
Scroll down a little bit to see the bottom of the screen and tap the "Next" button when everything looks good and accurate:
If your verification is successful, you'll see the following green "Success" screen, and you'll also receive a notification and email letting you know that it was successful:
After you see the above Success screen, just wait a few seconds, and it will automatically take you back to the Withdraw Funds screen, where you'll now see that the green Get Verified button is no longer there. This means you can now withdraw any funds that you'd like.
If your verification is not successful, then you'll see the following "Verification Unsuccessful" screen, along with a specific reason code as to why it was unsuccessful:
If you know what you did wrong and just need to correct it, no problem! You can start the verification process over from the Withdraw Funds screen.
On your second try we actually give you another option to get verified through Yoti. They have an app where you can get manually verified. To go through that option tap "Manually verify via Yoti app" This will take you to a support article that will walk you through the steps.
If you tapped on "Get Verified" fail to get verified a 2nd time with Shufti Pro, Your verification options will now just be limited to Yoti.
If you're still having issues getting verified, just chat with us in the app and we can look into it for you and let you know what the problem was.