Contacts
At Wizardo casino, we ask you to send support requests with clear information so our team can review the case more efficiently. Our support can help with topics related to your account, access, payments, withdrawals, verification, promotions, technical issues, complaints, privacy and gambling-control requests.
To contact our support team, use the email: [email protected]. Response time may vary depending on the type of request, the need for verification, payment review or case complexity.
Before sending a new message, check whether you have already received account notifications or previous replies from our support. Sending several identical requests may make the review harder and delay follow-up on your case.
What information to include in the request
The more complete your request is, the easier it is for us to identify the situation. Do not send passwords, authentication codes, card CVV/CVC or details that we have not requested.
- email linked to the account;
- username, if available;
- type of issue: account, deposit, withdrawal, KYC, bonus, game, complaint or privacy;
- approximate date and time of the case;
- amount involved, where applicable;
- transaction ID, if available;
- name of the game, promotion or bonus involved;
- relevant screenshots or proof.
Payments and withdrawals
For requests about deposits and withdrawals, include enough details so we can locate the transaction. Processing may depend on the method used, the payment provider, account verification, bonus requirements or security checks.
| Topic | What to include in the request |
|---|---|
| Deposit not credited | Date, amount, method used, transaction status, proof and wallet screenshot, if available. |
| Pending withdrawal | Amount, requested method, transaction ID, KYC status, active bonus and notifications received in the account. |
| Payment method refused | Method used, error message, account country, currency and whether the method belongs to the registered holder. |
| Incorrect amount | Expected amount, displayed amount, date, related transaction and relevant screenshots. |
Third-party payments, inconsistent data or incomplete documentation may delay the review. We recommend confirming that the payment method belongs to the account holder before depositing or requesting a withdrawal.
Account verification and documents
We may request account verification before withdrawals, sensitive changes, payment review or security analysis. Our support may ask for documents such as identification, proof of address or confirmation of payment method ownership.
Send documents only through the channels indicated by Wizardo or our support. Do not send passwords, security codes, CVV/CVC or information that has not been requested.
If a document is refused, include the document type, submission date and message received in your request. Illegible, expired or cropped documents, or documents with details that differ from your account, may require a new submission.
Complaints and disputes
Complaints about your account, payments, withdrawals, games, promotions or Wizardo decisions should be described objectively. Your request should explain what happened, when it happened and what outcome you want us to review.
To make the review easier, include your account email, username, date, amount, transaction ID, game or promotion name, problem description and screenshots. In bonus-related cases, also indicate the offer name and wagering status, where applicable.
Privacy and personal data
Requests about personal data, access to information, correction, deletion, restriction of processing or other privacy matters can be sent to our support at [email protected]. Include your account email and clearly explain the request.
Some requests may require identity confirmation before we review them. For more details about collected data, purposes, retention, sharing, cookies and your rights, see the privacy policy.
Responsible gambling requests
If your request is related to loss of control, limits, an account break or self-exclusion, state this clearly in the first message. For self-exclusion, use a direct subject line such as “Self-exclusion request”.
In the message, state that the request is related to gambling control, mention the type of restriction you want and inform our support if there are other associated accounts. For fuller guidance on limits, risk signs and external support, see the responsible gambling page.
Frequently asked questions
How can I contact Wizardo casino?
You can contact us through [email protected]. Include your account email, issue type and relevant details such as date, amount, transaction, game or promotion. The clearer your request is, the easier it is for us to route the review.
Does support always reply immediately?
Response time may vary depending on the type of request. Simple questions may be reviewed more quickly, while KYC, payment, complaint or security cases may require additional validation. We recommend checking account notifications and previous replies before sending repeated requests.
Can I contact support about account verification?
Yes, our support can guide requests related to KYC and documents. Indicate which document was requested, when it was sent and what message you received if there was a refusal. Sensitive data such as passwords, security codes or CVV/CVC should not be sent.
What details should I send about a pending withdrawal?
For pending withdrawals, include the amount, requested method, date, transaction ID and account verification status. It is also useful to mention whether there is an active bonus, pending wagering or any notification received in your account. These details help us identify whether the delay is linked to KYC, payment, bonus or internal review.
How do I send a complaint?
Your complaint should include a clear description of the issue, account email, date, disputed amount, transaction ID and screenshots, where available. If the case involves a game or promotion, include the corresponding name. We review the request based on the information provided and the account records.
How do I request self-exclusion?
Send a message to our support with the subject “Self-exclusion request”. Explain that the request is related to gambling control and indicate the type of restriction you want. If there is loss of control, difficulty stopping or an attempt to recover losses, communicate this clearly.