ZenSports takes responsible gaming seriously. We want our customers to have fun while gambling and betting on sports, and look at it as a form of entertainment. While the vast majority of our customers are able to do this, there is a small subset of the population that may encounter problems controlling their gambling or looking at it as a means for gaining financial wealth. Neither of which are healthy or encouraged.
Warning Signs That You May Have a Problem
Do you gamble to escape worry or trouble?
Do you gamble to get money to solve financial difficulties?
Are you unable to stop playing, regardless of winning or losing?
Do you often gamble until your last dollar is gone?
Have you neglected your family because of gambling?
Has gambling ever made your home life unhappy?
Did gambling cause you to have difficulty sleeping?
Were you reluctant to use “gambling money” for normal expenditures?
Resources for Help
If you feel that you may have a gambling problem and/or can't control your gambling, there is help available that's only a phone call away:
Problem Gambling Center
2965 S. Jones Blvd., Suite A
LAS VEGAS, NV 89146
Phone (702) 363-0290
Nevada Council on Problem Gambling
5552 S. Fort Apache Road, Suite 100
Las Vegas, NV 89148
Phone (702) 369-9740
National Council on Problem Gambling
Counselors are available 24 hours a day, 7 days a week to provide information on available treatment and support groups in your area for both the gambler and those affected by the gambler’s problem. All calls are completely confidential.
Carson City Hotline Number: (775) 882-8222
Reno Hotline Number: (775) 356-8070
Las Vegas Hotline Numbers: 855-2CALLGA (855-222-5542)
Self-Exclusion and ZenSports' Role in Responsible Gaming
Customers that feel that they have a problem with gambling may reach out to ZenSports to temporarily or permanently "self-exclude" themselves from using ZenSports any further. This eliminates the temptation to immediately gamble and provides a necessary break from gambling in order to seek the necessary professional help (see above for resources).
How self-exclusion / banning works with ZenSports
1. Customers that feel that they’re experiencing a problem with gambling can chat with us on our website or in our app, or send an email to [email protected] with the following info:
a. First and Last Name.
b. Email Address associated with ZenSports account.
c. Amount and Date of a recent bet that was accepted.
d. The destination account or wallet to send any remaining Available Balance funds.
e. Time duration for temporary self-exclusion or whether the request is for a permanent ban.
2. Upon verification of the above information, ZenSports will then send an email to the email address on file for the customer.
3. The customer is then required to reply back to the above email and confirm that they indeed want the self-exclusion or ban.
4. Once ZenSports receives the above confirmation, it implements the temporary self-exclusion or permanent ban. Any remaining Available Balance funds are sent to the account provided by the customer. The customer is unsubscribed from all marketing content, and is blocked from further accessing the ZenSports app.
5. If a customer with a temporary or permanent ban tries to access the ZenSports app, they will receive a pop-up blocking them from accessing the app.
Employee training and awareness of problem gambling
As part of ZenSports’ efforts to ensure that any customers that feel like they’re experiencing a problem with gambling are able to get the help that they need, all ZenSports employees and contractors (not just customer service personnel) have been trained on how to spot problem gambling, what problem gambling looks like, and how to handle both proactive and reactive problem gambling situations.
By functional area, this looks like the following:
All Customer Support personnel must be extra keenly capable in their ability to spot problem gamblers, as they are the most likely to encounter problem gambling throughout their customer interactions. If a Customer Support Representative thinks that a customer might be exhibiting the signs of problem gambling, they are required to escalate the situation, along with all communication and research that backs up their hypothesis, to the executive team for further investigation.
Due to the sensitivity with which customers may perceive a direct outreach about potential problem gambling, Customer Support Representatives are instructed to not do their own outreach directly to customers about this subject. Instead, Customer Support Representatives should only respond to inbound inquiries, or if they see a problem on their own without an inbound inquiry from the customer, to escalate it to the executive team.
Marketing & Sales
All Marketing and Sales personnel are prohibited from doing any targeted marketing specifically to players that have self-excluded or banned themselves from ZenSports. In addition, our Marketing team takes great care to make sure that all branding and messaging does not target low-income demographics, promises of “turning someone’s fortunes around”, or other content that could entice someone without the means to gamble. We only want those that have the financial means and the self-control to wager on sports using our product.
Product & Development
All Product and Development work that centers around problem gambling is given the highest priority in our company. Whether it be new features or bug fixes to ensure that everyone who uses our product is not abusing or using it in incorrect ways, we prioritize this work above all else.