Frequently asked questions

Here we answer common questions about your account, payments, withdrawals, verification, bonuses, technical issues and mobile use at Wizardo casino. The answers are general and may not replace the specific rules shown in your account, promotion terms or applicable legal documents.

Before you deposit, activate a promotion or request a withdrawal, we recommend checking the conditions shown in your account and reading the terms of use. For general context about our brand and how Wizardo is organised, see the page about Wizardo Casino.

Account and access

How can I start playing?

You may explore games in demo mode when this option is available or create an account to play with real balance. To play with real money, you must be at least 18 years old, comply with the rules of your applicable jurisdiction and use true details during registration. Full account use may require a valid deposit, data confirmation and KYC verification.

I forgot my password. How can I recover access?

To recover access, open the login area and select the password recovery option. Then enter the email registered to your account and follow the instructions we send. If the message does not arrive, check your spam folder and confirm that the email entered matches your account email.

How can I close my account?

Account closure should be requested through our support at [email protected]. Before completing the request, we may review balance, pending withdrawals, active bonuses, missing documents or open complaints. If your request is related to loss of control over gambling, tell us clearly so we can treat it as a responsible gambling matter.

Deposits and currencies

How can I make a deposit?

You can start a deposit through the wallet or the deposit button available in your account. Choose an available method, enter the amount and confirm the operation according to the instructions shown by Wizardo. In many cases the balance may appear shortly after, but timing depends on the method, payment provider and any checks.

What should I do if the deposit does not appear?

If your deposit does not appear, check the transaction status, confirm whether the amount was debited and avoid repeating several identical operations without confirmation. When contacting our support, include the date, amount, method used, transaction status, payment proof and a wallet screenshot, if available. These details help us locate the payment and understand whether the situation depends on the bank, provider or internal validation.

Which currencies can I use?

Wizardo may show currencies such as EUR, USD, PLN, ZAR and ARS. Availability may depend on your account, location, wallet and selected payment method. Before depositing, check the active currency in the payment area to avoid unexpected conversions or unavailable methods.

Withdrawals and KYC

How can I withdraw my winnings?

You can request a withdrawal in the wallet area by choosing an available method and entering the desired amount. Before approval, we may verify identity, payment method, bonus rules, wagering and security checks. The withdrawal method may need to match the deposit method where applicable.

Why is my withdrawal pending?

A withdrawal may remain pending because of incomplete KYC, an unvalidated payment method, active bonus, incomplete wagering, AML review or inconsistent data. Check your account notifications and confirm whether any document has been requested. When contacting our support, include the amount, method, date, transaction ID and verification status.

What documents may be requested?

Verification may include an identity document, proof of address, payment method confirmation, selfie, video verification or additional information about source of funds. Documents must be readable, up to date and match the details registered in your account. Do not send passwords, security codes, CVV/CVC or sensitive details that have not been requested.

Bonuses and wagering

How do bonuses work at Wizardo casino?

Bonuses may include promotional balance, Free Spins, missions, cashback or other campaigns available in your account. Each offer has its own rules, such as minimum deposit, wagering, validity, maximum bet, eligible games and withdrawal limits. We recommend reading the promotion conditions before activating any bonus.

What does wagering mean?

Wagering is the betting volume that must be completed before promotional winnings become available for withdrawal. The calculation may depend on the offer, eligible games and rules shown in the promotion. If wagering is not completed within the time limit, the bonus and related winnings may expire.

Why can’t I withdraw bonus winnings?

Bonus winnings may remain locked while there is pending wagering, an active bonus, an incomplete time requirement or unfinished promotional rules. Withdrawal limits, maximum bet rules and eligible game restrictions may also apply. Check the promotion area before requesting a withdrawal.

Technical issues and mobile

Games are not loading. What should I do?

If a game does not load, you can refresh the page, test another browser, clear cache and cookies, check the internet connection and disable extensions that may interfere, such as ad blockers. It is also useful to confirm whether the game is available for your account, device and location. If the problem continues, send our support the game name, device, browser, displayed error and screenshot.

Can I use Wizardo casino on mobile?

Yes, Wizardo can be used in the browser on smartphones and tablets. It may also work as a PWA, allowing you to add the site to your device home screen for more direct access. The experience may vary depending on device, browser, internet connection and game availability.

Support and responsible gambling

How can I contact support?

You can contact our support through [email protected]. The message should include your account email, issue type, date, amount, transaction ID, game or promotion name and screenshots where applicable. Response time may vary depending on the type of request and the need for additional validation.

How do I request self-exclusion?

To request self-exclusion, contact our support with the subject “Self-exclusion request”. State clearly that the request is related to gambling control and mention the type of restriction you want. For more guidance on limits, breaks, risk signs and external support, see the responsible gambling page.

Where can I find information about privacy and personal data?

Information about collected data, purposes, cookies, retention, sharing and your rights is explained in the privacy policy. Requests related to personal data may require identity confirmation. When contacting our support, include your account email and clearly explain the request.