Frequently asked questions

This page brings together answers to common questions about account, payments, withdrawals, verification, bonuses, technical issues and mobile use at Wizardo casino. The answers are general and may not replace specific account rules, promotion terms or applicable legal documents.

Before depositing, activating a promotion or requesting a withdrawal, the user should check the conditions shown in the account and read the terms of use. For general context about the brand and platform structure, see the page about Wizardo Casino.

Account and access

How can I start playing?

The user 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, the user must be at least 18 years old, comply with the rules of the 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, the user should open the login area and select the password recovery option. Then they should enter the registered email and follow the instructions sent by the platform. If the message does not arrive, the user should check the spam folder and confirm that the entered email matches the account email.

How can I close my account?

Account closure should be requested through support at [email protected]. Before completing the request, balance, pending withdrawals, active bonuses, missing documents or open complaints may be reviewed. If the request is related to loss of control over gambling, the user should state this clearly so it is treated as a responsible gambling matter.

Deposits and currencies

How can I make a deposit?

A deposit can be started through the wallet or the deposit button available in the account. The user should choose an available method, enter the amount and confirm the operation according to the platform instructions. Normally 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 the deposit does not appear, the user should check the transaction status, confirm whether the amount was debited and avoid repeating several identical operations without confirmation. When contacting support, they should include date, amount, method used, transaction status, payment proof and a wallet screenshot, if available. These details help locate the payment and understand whether the situation depends on the bank, provider or internal validation.

Which currencies can I use?

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

Withdrawals and KYC

How can I withdraw my winnings?

Withdrawals should be requested in the wallet area by choosing the available method and entering the desired amount. Before approval, the platform 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. The user should check account notifications and confirm whether any document has been requested. When contacting support, it is useful to 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 the account. The user should 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 the account. Each offer has its own rules, such as minimum deposit, wagering, validity, maximum bet, eligible games and withdrawal limits. The user should read 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. The user should 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, the user 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 the account, device and location. If the problem continues, support should receive the game name, device, browser, displayed error and screenshot.

Can I use Wizardo casino on mobile?

Yes, the platform can be used in the browser on smartphones and tablets. It may also work as a PWA, allowing the site to be added to the 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?

Contact can be made through [email protected]. The message should include the 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, the user should contact support with the subject “Self-exclusion request”. The message should clearly state that the request is related to gambling control and mention the type of restriction wanted. 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 user rights is explained in the privacy policy. Requests related to personal data may require identity confirmation. The user should indicate the account email and clearly explain the request when contacting support.