Deposits and withdrawals
In Zanlo, the available deposit and withdrawal methods may differ depending on the user’s country and the payment
methods on offer.
The current methods, limits and fees are always shown directly in your account.
How to top up your balance
Open the deposit section, choose an available payment method and enter the amount.
Before you confirm the operation, you will see the available limits and, where applicable, the fee charged by the
payment method.
Deposit limits depend on the user’s country and on the rules of the specific payment system.
After a successful payment, the funds are credited to your balance once the payment provider confirms the operation.
Fee compensation
Depending on the country and the terms of a specific account, Zanlo may compensate the fee on a deposit or a withdrawal.
The compensation is credited as Promo Money once the corresponding operation has been completed successfully.
The size of the compensation, its availability and any limits may differ between countries and accounts.
What to do if the funds were debited but did not appear on your balance
Some payment methods need extra time to confirm the operation.
If the funds were debited but your balance has not updated:
- check the status of the operation in Transaction History;
- wait for the payment to finish processing;
- if the status does not change for a long time, contact Zanlo support.
Be ready to provide screenshots or other proof that the funds were debited. In some cases, additional documents may also
be required to verify the operation.
How to withdraw funds
Open the withdrawal section, choose an available method and enter the amount.
To withdraw funds you must complete KYC — verification of the user’s identity.
Withdrawal limits depend on the user’s country and on the rules of the specific payment system.
Once a request has been created, you can track its status in Transaction History.
Why a withdrawal may take extra time
The processing time depends on the withdrawal method you choose and on the checks that are required.
Extra time may be needed:
- to verify the payment details;
- for the payment provider to confirm the operation;
- for an additional account security check;
- if additional documents or information have to be provided.
Why an operation may be declined
A deposit or a withdrawal may be declined if:
- the amount does not match the available limits;
- the payment method is not available for your country or account;
- the payment details were entered incorrectly;
- the mandatory KYC check has not been completed for a withdrawal;
- the operation did not pass the check by the payment provider or by Zanlo’s security system.
If this happens, check the status of the operation and the instructions available in your account, or contact support.
Payment details and documents
Zanlo does not store users’ payment details.
Payments, payment details and the documents required to carry out operations are processed through specialized payment
and verification providers.
Transaction history
All deposits, withdrawals, compensations and the related balance changes can be viewed in the Transaction History
section.
It shows the status of the operation, the amount and other available details.