Contacts
At Wizardo casino, support requests should be sent with clear information to make the review easier. Support can help with topics related to account, access, payments, withdrawals, verification, promotions, technical issues, complaints, privacy and gambling-control requests.
To contact the 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 support replies. Sending several identical requests may make the review harder and delay case follow-up.
What information to include in the request
The more complete the request is, the easier it will be to identify the situation. Do not send passwords, authentication codes, card CVV/CVC or details that have not been 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
Requests about deposits and withdrawals should include enough details for the transaction to be located. 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. The user should confirm that the payment method belongs to the account holder before depositing or requesting a withdrawal.
Account verification and documents
Account verification may be requested before withdrawals, sensitive changes, payment review or security analysis. Support may ask for documents such as identification, proof of address or confirmation of payment method ownership.
Documents should be sent only through the channels indicated by the platform or support. Do not send passwords, security codes, CVV/CVC or information that has not been requested.
If a document is refused, the request should indicate the document type, submission date and message received. Illegible, expired, cropped documents or documents with details that differ from the account may require a new submission.
Complaints and disputes
Complaints about account, payments, withdrawals, games, promotions or platform decisions should be described objectively. The request should explain what happened, when it happened and what outcome the user wants to have reviewed.
To make the review easier, include 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 support at [email protected]. The request should indicate the account email and clearly explain the request.
Some requests may require identity confirmation before they are reviewed. For more details about collected data, purposes, retention, sharing, cookies and user rights, see the privacy policy.
Responsible gambling requests
If the request is related to loss of control, limits, account break or self-exclusion, this should be stated 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 wanted and inform 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?
The main contact can be made through the email [email protected]. The message should include the account email, issue type and relevant details such as date, amount, transaction, game or promotion. The clearer the request is, the easier it is 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. The user should check account notifications and previous replies before sending repeated requests.
Can I contact support about account verification?
Yes, support can guide requests related to KYC and documents. The user should indicate which document was requested, when it was sent and what message was 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 the account. These details help identify whether the delay is linked to KYC, payment, bonus or internal review.
How do I send a complaint?
The 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. The request will be reviewed based on the information provided and account records.
How do I request self-exclusion?
Send a message to support with the subject “Self-exclusion request”. Explain that the request is related to gambling control and indicate the type of restriction wanted. If there is loss of control, difficulty stopping or an attempt to recover losses, this should be communicated clearly.