Frequently Asked Questions

Q: I have forgotten my password. What should I do?

To recover access, click on Login and select Forgot your password. Enter the email associated with your account and follow the instructions sent to create a new password. Once you have logged back in, confirm that your account details are still up to date and protect access with a strong password.

Q: How can I make a deposit?

To add funds, click on Deposit or go to the Account section and then Wallet. Choose the available method, enter the amount, and confirm the operation. The balance is normally credited quickly, but the time may depend on the payment method, the provider, and any verifications.

Q: How can I withdraw my winnings?

To request a withdrawal, go to Wallet, select Withdrawal, choose the available method, enter the amount, and confirm the request. Processing may depend on KYC verification, payment method validation, bonus requirements, deposit turnover, and a security review. Before contacting our support, check whether there are pending documents, active bonuses, or notifications in the account.

Here we have gathered practical answers about using Wizardo casino, including account access, deposits, withdrawals, KYC verification, bonuses, technical issues, mobile, and support.

Wizardo casino The answers serve as general guidance and do not replace the Terms and Conditions, the rules of each promotion, or the analysis of our support team. When the situation depends on your account status, documents, transactions, or active bonuses, it may be necessary to contact our support.

Account and access

I have forgotten my password. What should I do?

To recover access, click on "Login" and select "Forgot your password?". Enter the email associated with your account and follow the instructions sent to create a new password. Once you have logged back in, confirm that your account details are still up to date and protect access with a strong password.

I want to start playing. How does it work?

You can explore some games in demo mode, when that option is available, without using real money. To play with a real balance, you must create an account, accept the applicable Terms, be of legal age, be in a permitted jurisdiction, and make a valid deposit. In some cases, we may request KYC verification or confirmation of the payment method before allowing certain operations.

I want to close my account. What should I do?

You can request account closure through our support. Before completing the request, our team may check whether there is a balance, a pending withdrawal, documents under review, or any obligation linked to the account. If the request is related to loss of control over gambling, state this clearly so that the situation can be handled as a responsible gambling matter or self-exclusion.

Payments and withdrawals

How can I make a deposit?

To add funds, click on "Deposit" or go to the "Account" section and then "Wallet". Choose the available method, enter the amount, and confirm the operation. The balance is normally credited quickly, but the time may depend on the payment method, the provider, and any verifications.

What should I do if the deposit is not processed?

If the deposit does not appear in your balance, first check whether the operation was confirmed by the bank, wallet, or payment method used. Avoid repeating multiple identical transactions before knowing whether the first one was accepted or rejected. When contacting our support, include the date, amount, method used, transaction status, and proof or screenshot if available.

What currencies can I use?

At Wizardo casino, several currencies may be available, including euro (EUR), Polish zloty (PLN), US dollar (USD), South African rand (ZAR), and Argentine peso (ARS). Availability may depend on your account, location, payment method, and internal rules. Before depositing, confirm the actual options in the cashier, wallet, or payments area of your account.

How can I withdraw my winnings?

To request a withdrawal, go to "Wallet", select "Withdrawal", choose the available method, enter the amount, and confirm the request. Processing may depend on KYC verification, payment method validation, bonus requirements, deposit turnover, and a security review. Before contacting our support, check whether there are pending documents, active bonuses, or notifications in the account.

Why is my withdrawal pending?

A withdrawal may remain pending when the account still requires verification, when the payment method needs to be confirmed, or when wagering requirements have not yet been met. There may also be additional analysis if the request is linked to recent transactions, bonuses, inconsistent documents, or security checks. Check the status of the request in the wallet and see whether you have received any message from our support team.

KYC verification

Is account verification required?

Yes, KYC verification may be required to confirm identity, protect the account, validate payments, and allow withdrawals. We may request documents before processing certain operations, especially when there is a withdrawal request or a security review. The details submitted must match the information registered on the account.

What documents may be requested?

Our support may request an identity document, proof of address, proof of ownership of the payment method, bank statement, selfie, or additional verification, depending on the case. Documents must be legible, up to date, and match the account details. Do not send CVV/CVC codes, passwords, or sensitive data that have not been officially requested by our support.

Bonuses and basic rules

What does wagering mean?

Wagering is the volume of bets that needs to be completed before certain bonus winnings can be withdrawn. If a promotion has wagering, you must fulfil that requirement within the time limit and respect rules such as the maximum bet, eligible games, and cashout limits. Always check the terms of the offer before activating a bonus.

Why can't I withdraw bonus winnings?

Bonus winnings may be blocked while wagering, the promotion period, or other conditions have not been met. There may also be bet limits, games that do not count towards the requirement, a maximum cashout, or a separate bonus balance. Check the bonus status in the account and read the promotion rules before opening a request with our support.

Technical access and mobile

Games are not loading. How do I fix this?

If a game does not load correctly, refresh the page, try a different browser, and confirm that your internet connection is stable. You can also clear cache and cookies in the browser settings, usually in the privacy or history area; after doing so, you may need to log in again. If the problem persists, temporarily disable VPN, blockers, or extensions that may interfere, and contact our support with the name of the game and a screenshot.

Can I use Wizardo casino on my mobile phone?

Yes, you can use Wizardo casino via the browser on smartphones and tablets. You can also use the PWA by adding the site to the home screen of your device for more direct access. The experience may vary depending on the device, browser, and internet connection.

Responsible gambling and support

How do I request self-exclusion?

To request self-exclusion, contact our support with a clear subject line such as "Self-exclusion request". In the message, state that the request is related to responsible gambling, mention the desired period if applicable, and inform us whether there are other accounts associated with the same user. For more details on limits, breaks, and warning signs, consult the page dedicated to the Responsible Gambling Policy.

I did not find an answer to my question. What now?

If your question is not listed, contact our support through the channel available in the account or on the site. Include a clear description of the problem, account email, date, amount, transaction ID, game name, or screenshot where applicable. Response time may vary depending on the type of request, especially in cases involving payments, KYC, complaints, or account review.