FAQ's

The ZenSports Bet app gives you the ability to create and accept sports bets. These features are currently not available to any region at the moment. We are working on obtaining gaming licenses to make the ZenSports Bet app available in several regions.

The Ultimate Gamer app is geared toward esports. It can be used to create, view, and participate in esports competitions. There are no betting features in the Ultimate Gamer app.

3. I’m unable to find the ZenSports Bet app in the Play Store. Why?

Google does not currently allow regulated gambling apps in the Play Store in most jurisdictions. However, you can easily download our Android ZenSports Bet app or use our mobile web app version from our website at: https://zensports.com/

4. I’m unable to download the ZenSports Bet iOS app from the App Store. Why?

The ZenSports Bet iOS app is currently only available in the US. We are working on obtaining additional international gaming licenses to be able to add support for other jurisdictions.

The ZenSports app also requires iOS version 13.2 and up. Please check the iOS version on your device to see whether you’re using an older version. If so, be sure to update the software version on your phone and then retry.

Alternatively, you can download the Android version or use the mobile web app version from our website at https://zensports.com.

5. What is a mobile web app and does ZenSports have a desktop version for the Bet / Ultimate Gamer apps?

The mobile web app gives customers the ability to access ZenSports using their mobile browser without having to download an app. You still need to access the web app from a mobile device.

The mobile web app is currently only available for the ZenSports Bet product. We plan on launching a mobile web app for Ultimate Gamersoon. Desktop versions of both apps will also be coming soon.

Creating an account

1. I forgot to enter my referral code while creating my account. Where can I enter the code after creating my account?

You MUST redeem the referral code during the account creation process. You cannot redeem a referral code after the account has been created. There are NO exceptions to this.

2. Are customers allowed to create multiple accounts?

No. Multiple accounts are not allowed. Signing up for multiple accounts using different email addresses for any reason, including obtaining more than one Welcome Bonus is strictly prohibited. Abuse or fraud will NEVER be tolerated.

We do full KYC/AML checks on all customers, and if you’re caught trying to cheat

by signing up for multiple accounts, all of your bonuses will be

forfeited, and you’ll be banned from the ZenSports and Ultimate Gamer platforms.

3. My country is restricted from placing bets on ZenSports. Can I still download the Bet app and create an account?

Users located in restricted regions can still download the Android app and create an account, but won't be able to wager with it - you'll be blocked from depositing funds, placing bets, or trading tokens.

You can find the comprehensive list of countries allowed to create/accept bets, play in our Daily Fantasy Sports Contest, deposit funds, and trade on the exchange here :

https://support.zensports.com/en/articles/2992395-availability-licensing

Alternatively, you can download the Ultimate Gamer app. The Ultimate Gamer app has all the features in the betting app except the betting features. You can trade within the Ultimate Gamer app, deposit funds into your wallet, and use it to participate in esports competitions.

4. My country is restricted from placing bets on the ZenSports betting app. Can I download the Ultimate Gamer app?

Yes. You can download the Android version directly from the Play store.

For the iOS version, you can download it from the app store if you’re in the US. If you’re not in the US, please contact [email protected] to request access. We are currently working on making the Ultimate Gamer iOS app available in more regions for the App Store.

5. I received a “location not found” error message while creating my account. What does this mean?

This means you have not given ZenSports access to your location settings from your phone. This setting MUST be enabled to use the app.

To fix this, you'll need to follow these 3 steps:

Uninstall the ZenSports app.
Turn on the location authorization within the Settings of your phone.
Reinstall the ZenSports app.

Doing this will then allow your phone to authorize ZenSports to access its location.

Funding your account

1. What currencies can I deposit into my account?

You can deposit the following 5 currencies:

US dollars via traditional fiat payment methods
Bitcoin
USDT (Tether)
SPORTS - ZenSports’ native cryptocurrency
ICX

For the Bet app, note that each currency above has its own marketplace on ZenSports. So if you deposit funds in Bitcoin, you can actually place sports wagers in Bitcoin, etc. If you deposit Bitcoin and want to place wagers in USD, you can use the trading exchange to buy USD using your Bitcoin. The same thing applies to all other currencies.

For the Ultimate Gamer app, you can create competitions in any of the 4 currencies above.

2. I’ve made a deposit but my account hasn’t been credited.

The speed at which funds are settled depends on the currency deposited. SPORTS and ICX deposits are instant. Bitcoin and USDT may take 30 to 60 minutes to settle.

We’ll send you a notification as soon as your deposit is processed and credited to your account. You can learn more about how to track your deposit here :

https://support.zensports.com/en/articles/2960129-tracking-the-status-of-your-zensports-deposit

3. What USDT wallet do you support?

We support the Ethereum ERC-20 version of Tether USDT only. Please make sure that you’re sending the Ethereum version of Tether. Sending any other form of Tether will result in the loss of funds.

4. What is the minimum deposit amount?

The ZenSports Bet and Ultimate Gamer apps have no minimum deposit amount but there is a $1 minimum to place a bet in the ZenSports Bet app.

Esports competitions

1. I won a competition. How do I receive my prize money?

Prize money for competitions is automatically credited to your account at the end of the competition. You can view your winnings right in your Funds wallet. To withdraw your winnings, you will need to complete our KYC process.

Here is a guide on how the prize money is paid out for esports competitions: https://support.zensports.com/en/articles/5482783-prize-money-payouts-for-esports-competitions

2. Who submits results after a competition match ends?

After a match ends, the creator of the competition or the players in the match can submit results. You can edit the results until the last results of the final match is submitted. Here is a detailed guide on how to submit results: https://support.zensports.com/en/articles/5101232-submitting-results-for-a-match

Wagering in ZenSports

1. Are United States residents allowed access to the betting platform?

You can download the ZenSports Bet app and create an account, however, you will not be able to place any bets in the app at this time. We are working on obtaining gaming licenses in multiple jurisdictions in the US.

2. When will my country be allowed to place bets on ZenSports?

We're currently working on obtaining gaming licenses in multiple jurisdictions.

KYC / AML

1. Is KYC/AML verification required to use ZenSports?

Yes, ZenSports requires that all customers get KYC/AML verified.

2. I’ve completed the KYC/AML verification but haven’t heard back from you. What’s next?

This could be due to (i) Pending KYC status (ii) Failed KYC status.

- Pending: If your KYC has been pending for less than 24 business hours, please allow enough time for review. A review usually takes about 24 business hours. However, if your KYC has been pending for more than 24 hours, feel free to reach out to our support team and we’ll look into what’s going on.

- Failed: If your KYC verification wasn’t successful, you won’t be able to deposit or withdraw into ZenSports.

3. Can I withdraw my funds without going through the KYC/AML verification process?

No. KYC/AML verification is required for all currency withdrawals.

4. How long will it take to process my withdrawal?

Here are the processing times that you can expect for withdrawals:

BTC, USD, and ICX withdrawals get processed within 24 business hours, excluding weekends and U.S. holidays.

SPORTS token withdrawals get processed within 12 business hours as an added perk for using SPORTS tokens, so you can receive your funds faster by withdrawing in SPORTS.

Friday requests received before 12:00pm Pacific Time will be processed the same day (before the weekend). Friday requests received after 12:00pm Pacific Time will be processed the next business day (on Monday; or if Monday is a US holiday, on Tuesday).

For larger withdrawal requests (generally greater than $10,000 or the USD equivalent thereof) or when there is a high volume of withdrawal requests made, processing times take longer than 24 business hours. In these circumstances, we'll proactively reach out to you to let you know the date/time that your withdrawal will be processed.

5. What is the processing fee for withdrawals?

You can find our processing fee for withdrawals here: https://support.zensports.com/en/articles/3851621-processing-fee-for-btc-usd-and-icx-withdrawals

6. I received an email confirmation that my SPORTS token withdrawal has been processed. I still cannot find the tokens in my wallet.

By default, your ICON wallet will not show you all of the tokens that you own -- you manually have to tell it to show you what tokens you own.

How to view SPORTS utility tokens in your ICON wallet:

Open up your ICON wallet, either from your Chrome browser extension or from the ICON mobile app.
Once you're in your ICON wallet, click the 3 dots on the far right side of the wallet.
Click "Add Token" from the drop-down menu.
Scroll down until you see the "SPORTS" token option.
If you don't see the SPORTS token option for some reason, you can copy and paste the following contract address instead to search for it cx08eb683a53d6f244d538a45f0cc584825e2cb985
After you've selected the SPORTS token to add, click the blue Add button. Once you do that, you'll see your SPORTS tokens in your ICON wallet.

7. Can I share the same withdrawal wallet address with a friend who already has been KYC/AML verified?

Sharing of wallet addresses with other ZenSports customers for withdrawal purposes is strictly prohibited.

You must either use:

a wallet address that you have used in ZenSports before, or
a new wallet address that's never been used in ZenSports before.
More info on this can be found within our support library at:

https://support.zensports.com/en/collections/2117316-withdrawing-funds

Bonuses/Referral/SPORTS reward program

1. How much will I earn for referring friends and where can I find my referral code?

Betting: For everyone that you refer to ZenSports, you’ll earn a 30% Commission on their Betting Fees paid in SPORTS tokens for the first 6 months that they’re a customer. And they’ll receive an unlimited Welcome Bonus in SPORTS tokens when they sign up with your referral code (instead of the maximum $250 Welcome Bonus in SPORTS tokens if they don't use a referral code)

You can read more about the terms and conditions for our referral program and also where to find your code here: https://support.zensports.com/en/articles/3381674-referral-bonuses-when-you-tell-the-world-about-zensports

2. Do I receive any rewards/bonuses when I bet on SPORTS tokens?

Yes. We offer multiple bonus opportunities to users who create and accept bets in SPORTS tokens:

Save between 1.5% and 2.5% on betting fees by betting with SPORTS tokens.
Receive up to 2% cash back on your entire betting volume each month when betting with SPORTS tokens.
Earn up to 0.5% cash back each month when you make infrequent withdrawals within ZenSports.
Earn 30% of the betting fees paid by any friends and colleagues that you refer to ZenSports.
Eligibility for other discounts and promotions that we offer.

You can find out more details about all of the discounts, perks, and other rewards that you get for betting with SPORTS by going to the "SPORTS Rewards Program" screen within the Funds screen in the ZenSports app. More info can also be found at: https://support.zensports.com/en/articles/3617373-sports-rewards-program

Please note that these rewards are ONLY available if you bet in SPORTS.

3. Do I receive any bonus when I create a ZenSports account?

Betting: No. You will need to make a deposit into your account and start betting in order to receive any bonuses.

4. How does the Welcome Bonus work for sports betting?

Here is how the Welcome Bonus offer works:

Make a deposit into your ZenSports account and begin betting. The deposit can be in SPORTS tokens, USD, USDT (Tether), Bitcoin, or ICX.
During your first 15 days from the date you sign up for an account, ZenSports will give you a welcome bonus in SPORTS tokens equal to 5% of your Taker betting volume, with no maximum if you use a Referral Code (or a $250 maximum bonus if you don’t use a Referral Code).
After day 15, ZenSports will automatically credit your SPORTS token wallet in ZenSports with this Welcome Bonus -- no need for you to take any further action or do anything at all.
There are no restrictions on how you use the Welcome Bonus once it’s credited to your account -- you can bet with it, hold onto it for a rainy day, or sell/withdraw the tokens immediately!

More on how the Welcome Bonus works can be found here:

https://support.zensports.com/en/articles/4919404-welcome-bonus

EXCHANGE

1. I made a Trade which has been successfully filled. Can I cancel the trade?

All trades on the exchange are final and cannot be reversed unless at the sole discretion of KeyStar Corp there was a technology bug or fraudulent act committed by a customer. Please make sure that you check the order very well prior to placing your order.

2. What pairs can I trade on the exchange?

The ZenSports Exchange currently has 3 markets available for trading:

SPORTS/USDT
SPORTS/BTC
ICX/USDT

3. I deposited Bitcoin but would like to trade it for SPORTS tokens. How can I do that?

Our SPORTS utility token is available for trading directly within the ZenSports app!

To access the Exchange feature within ZenSports, tap the "Funds" button in the bottom navigation bar and then the "Exchange" menu row. More info can be found on how to use our Exchange features within our support library at:

In addition to being able to trade SPORTS utility tokens within ZenSports, you can also trade SPORTS on third-party exchanges! SPORTS tokens are available for trading on P2PB2B. You can find out more info on how to create and trade using a P2PB2B account at:

https://support.zensports.com/en/articles/4342071-third-party-exchanges-for-trading-sports-utility-tokens

4. I would like to sell my tokens for a specific price. What order type should I use?
To sell your tokens at a specific price on the exchange, please use a limit order. Limit Orders are orders where you want to buy or sell a token at a fixed price, and you don't necessarily care about the order getting filled right away. However, the order isn’t guaranteed to fill.

A limit order will only execute if a buyer agrees to buy the coin at the price you’re selling the coin.
More information on limit orders can be found here: https://support.zensports.com/en/articles/3658131-market-orders-vs-limit-orders

5. I placed a trade a couple of days ago but it hasn’t been filled yet.

When a trade is made using a limit order, the seller is guaranteed a sell/buy price but the order isn’t guaranteed to fill. The order will only execute when a buyer agrees to pay the price specified. Until then, the order will stay on the order book until there is a match between the buyer and seller.

If you want your order to fill instantly, please use a market order instead. A market order will sell your tokens at the best rate on the exchange. Please note that a market order is guaranteed to fill instantly but you may end up selling the tokens at a lower price than intended.

More information on the difference between market and limit orders can be found here :

https://support.zensports.com/en/articles/3658131-market-orders-vs-limit-orders

6. Exchange is not working. There is an error message which says that I’m in a restricted region even though I’m in a region that allows me to use the exchange.

It's very likely that your phone is connected to a VPN / Proxy server. If so, follow the guide below to resolve this issue;

A. log out of your ZenSports account
B. Turn off the VPN on your phone
C. Log into your ZenSports account again
D. Place the trade again

MISCELLANEOUS

1. Does ZenSports offer a white-label service?

Yes. Please send an email to our support team at [email protected] and we’ll reach out to you with more information regarding our white-label service.

2. I’m a new customer of ZenSports. Where can I learn about your product?

We offer lots of great ways for you to learn how to use ZenSports:

We offer a complete support library full of articles, instructions, and screenshots for how to use our product: https://support.zensports.com/en/
We offer several product demo/tutorial videos that you can watch: https://support.zensports.com/en/articles/3756630-product-demo-tutorial-videos
We host webinars twice per week that you can attend to see a tutorial of how to use our entire product, as well as ask us any questions that you might have: https://support.zensports.com/en/articles/2645676-product-demo-webinars-with-q-a

No matter what your needs are, we've got you covered!