Account and security

Account verification (KYC)

KYC is the process of confirming a user’s identity. It helps protect accounts, reduce the risk of fraud, and meet the requirements of payment and regulatory systems. When KYC is required On Zanlo, completing KYC is mandatory for withdrawals. In some cases verification may be required earlier — for example, during a security check on your account, a check on a payment operation, or when certain limits are reached. How to complete KYC Open the verification section in your account and follow the instructions. Depending on your country and the provider’s requirements, you may need to provide: - an identity document; - a photo or selfie check; - proof of address; - additional information to confirm your identity. The set of required data may differ from country to country. Why KYC may fail A check may be rejected or sent for additional review if: - the details on the document do not match the details on the account; - the document is invalid or has expired; - the photos of the document or of your face are not clear enough; - part of the information is unreadable; - further confirmation of identity is required; - the check does not meet the provider’s requirements for your country. If this happens, follow the instructions on the screen or contact support. How long the check takes In most cases the check is completed automatically. Sometimes an additional manual review or extra documents may be required. The timeframe depends on your country, the type of check, and the verification provider. Where documents are stored Zanlo does not store the documents uploaded for KYC. Documents are checked and processed by specialized verification providers in line with their own data processing and protection rules. Can you use someone else’s documents No. KYC must be completed by the account holder, using their own valid documents. Using documents that belong to someone else, have been altered, or are inaccurate may lead to an account restriction or block and to the cancellation of related operations. What to do if there is a problem If verification does not go through, or the status stays unchanged for a long time, contact Zanlo support. Be ready to provide additional information if it is needed to complete the check.

Access to Zanlo and account security

Access to Zanlo depends on the user’s country, age restrictions and the requirements of local law. Age restrictions Only users who have reached the minimum age set for their country may use Zanlo. Age may be checked as part of KYC or an additional account check. Use of the platform by anyone under the permitted age is prohibited and may lead to the account being blocked. Availability by country Zanlo may not be available in every country. Available features, deposit and withdrawal methods, limits, rewards and other terms may differ depending on the user’s country and the requirements of local regulation. Marketing communications By registering with Zanlo and accepting the platform’s terms, the user consents to receiving marketing and informational messages. Such messages may be sent via: - push notifications; - email; - WhatsApp; - SMS; - other available communication channels. The terms for receiving such messages may depend on the user’s country and the applicable requirements. If a particular channel offers the option to opt out of marketing messages, the user can do so through that channel or through the available account settings. How to protect your account To reduce the risk of unauthorized access: - do not give confirmation codes to other users; - do not share your account login details; - use only your own documents; - use only your own payment methods and payment details; - do not transfer your account to anyone else. What is prohibited On the platform, it is prohibited to: - transfer your account to anyone else; - use another person’s documents or data; - use another person’s payment methods, accounts or payment details; - break the age restrictions; - create additional accounts to get around the platform rules; - spread knowingly false information about Zanlo on external resources; - insult or threaten other users, or behave unacceptably in chats and other social features of the platform. Such actions may lead to a restriction on the account or to a full block. Depending on the nature of the violation, Zanlo may also cancel the related bonuses, rewards or transactions in line with the platform rules. If you notice suspicious activity If you find a login, transaction or other action that you did not carry out: - stop using the account until the situation is clarified; - contact Zanlo support; - tell them which transactions or actions you do not recognize. To protect the account, certain features may be temporarily restricted until the check is complete.

Control Center and account restrictions

Zanlo provides tools that help users control their own activity on the platform. The set of available restrictions may depend on the user’s country and the requirements of local regulation. Which restrictions you can set Depending on the settings available in your account, you may be able to set: - deposit limits; - limits on the use of funds; - a temporary suspension of access to specific features; - a temporary pause in using the account; - self-exclusion for a chosen period. The exact tools available to you are shown in your account’s Control Center. How to set a restriction Open the Control Center, choose the type of restriction you need, and set the available parameters. Before confirming, check the period or limit you selected carefully. Some restrictions take effect immediately after confirmation and cannot be cancelled until the set period ends. What happens after a restriction is activated Depending on the type of restriction you chose, some Zanlo features may become temporarily unavailable. Predictions you have already made continue to be settled under their usual conditions. Your available funds and transaction history stay linked to your account. Self-exclusion Self-exclusion temporarily restricts a user’s access to the platform or to specific features of it for a chosen period. Once self-exclusion is confirmed, it may not be possible to cancel it before the set period ends. The conditions and available self-exclusion periods may differ depending on the user’s country. Can a restriction be changed once set This depends on the type of restriction and the rules in force. Some limits can be changed after the set period expires, while certain restrictions may be irreversible until they end. The current conditions are always shown before you confirm a restriction. Restrictions applied by Zanlo In some cases Zanlo may temporarily restrict access to an account or to specific operations in order to carry out a security check, KYC, or a check on a payment operation, or when a possible breach of the platform’s rules is detected. If necessary, the user may be asked for additional data or documents. If you do not understand the reason for a restriction, contact Zanlo support.

Account deletion, loss of access and blocks

In Zanlo you can delete your account, restore access if you lose it, or contact support if your access has been restricted. How to delete your account Account deletion is available in your profile settings. Before deleting, you need to complete any open transactions and withdraw the funds that are available for withdrawal. Once deletion is confirmed, access to the account may be terminated, and restoring the account may be restricted or impossible. Some data may be retained for the period set by legal requirements, payment system requirements and data retention rules. What to do if you lose access to your account If you can no longer log in to your account, contact Zanlo support. To restore access, you may need to confirm: - the phone number or email linked to the account; - the identity of the account owner; - certain details about the account’s usage history. Additional verification is used to protect the account from unauthorized access. Why an account may be restricted or blocked Access to an account or to certain features may be temporarily restricted or blocked entirely in the event of: - suspected fraud; - risks or violations identified through AML checks; - the use of several linked accounts; - the use of another person’s documents or data; - the use of another person’s payment methods, accounts or payment details; - a breach of the platform’s age restrictions; - a breach of the rules of the referral or bonus program; - the provision of inaccurate information; - problems with KYC; - suspicious payment activity; - a breach of other platform rules; - the need for an additional check. In some cases access may be restricted until the check is complete. What happens to funds during a check During a check, certain transactions, including withdrawals, may be temporarily unavailable. Once the check is complete, restrictions may be lifted, changed or kept in place, in line with the results of the check and the platform rules. If a violation is confirmed, Zanlo may cancel the bonuses, rewards or payouts related to it, and apply other restrictions provided for by the platform rules. Inactive accounts If an account is not used for a long time and still holds funds, an inactivity fee may be applied to it, where this is provided for by the platform terms in force for the user’s country. The amount of this fee, the period of inactivity and how it is applied are set by the current Zanlo terms. We recommend that you do not leave funds in an account you no longer plan to use. How to find out the reason for a restriction If access to your account has been restricted, check the notifications inside the platform and the messages sent to the contact details linked to your account. If that information is not enough, contact Zanlo support. Additional documents or confirmations may be needed to review your request.