Frequently Asked Questions

Q: I forgot my password. What should I do?

If you cannot access your account, click Login and then Forgot your password. Enter the email used during registration and follow the instructions sent to create a new password. After recovering access, check that your email and account details are still up to date.

Q: How do I make a deposit?

To add funds, click Deposit on the main page or go to Account and then Wallet. Choose the payment method, enter the amount and confirm the operation. The balance is usually credited quickly, but timing may depend on the method used; if there is a delay, send support the date, amount, payment method and proof of the transaction.

Q: How can I withdraw my winnings?

To request a withdrawal, go to your account, open the Wallet section and select Withdrawal. Choose an available method, enter the amount and confirm the request. Processing may depend on KYC, payment method validation, wagering requirements, bonus rules and deposit turnover.

At Wizardo casino, this section brings together answers about accounts, access, deposits, withdrawals, KYC, bonuses, free spins, PWA, games, support and responsible gambling. The answers help with common questions, but they do not replace the Terms and Conditions or the specific rules of each promotion.

Some requests, such as withdrawals, account verification, complaints or self-exclusion, may require support review. Whenever an answer depends on account status, payment method or an active promotion, check the details in your personal area or contact the support team.

Account and access

How can I start playing?

To start, create an account at Wizardo casino, enter a valid email address, choose a password and accept the applicable Terms. Real-money play requires a successful deposit and may require account verification, depending on the situation. Access is allowed only for players over 18 and in jurisdictions where online gambling is legally permitted.

I forgot my password. What should I do?

If you cannot access your account, click “Login” and then “Forgot your password?”. Enter the email used during registration and follow the instructions sent to create a new password. After recovering access, check that your email and account details are still up to date.

I want to close my account. How do I do it?

To close your account, contact support by email or through the channel available on the platform. The team may check whether there is any balance, pending withdrawal or documents under review before completing the request. If the closure is related to loss of control over gambling, state this clearly so the request can be handled as a responsible gambling matter.

Payments and withdrawals

How do I make a deposit?

To add funds, click “Deposit” on the main page or go to “Account” and then “Wallet”. Choose the payment method, enter the amount and confirm the operation. The balance is usually credited quickly, but timing may depend on the method used; if there is a delay, send support the date, amount, payment method and proof of the transaction.

What should I do if my deposit is not processed?

If the deposit does not appear in your balance, first check whether the operation was confirmed by your bank, wallet or payment provider. You may try another available method, but avoid repeating the same transaction several times without confirmation. When contacting support, include the amount, date, method used, transaction status and proof, if available.

Which currencies can I use?

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

How can I withdraw my winnings?

To request a withdrawal, go to your account, open the “Wallet” section and select “Withdrawal”. Choose an available method, enter the amount and confirm the request. Processing may depend on KYC, payment method validation, wagering requirements, bonus rules and deposit turnover.

How long does a withdrawal take?

The timeframe depends on the selected payment method, account verification status and any additional checks. A withdrawal may take longer if documents are pending, a bonus is active, wagering requirements are not completed or a security review is needed. To track the request, check the status in your wallet and contact support if you need clarification.

Why is my withdrawal pending?

A withdrawal may remain pending when the account still needs verification, when the payment method must be confirmed or when wagering requirements are not complete. There may also be a review if the request is linked to bonuses, recent transactions or security checks. Before contacting support, check whether you have received any document request or notification in your account.

KYC verification

Do I need to verify my account?

Yes, in some cases verification is required to protect the account, confirm identity and allow withdrawals. The casino may request KYC before processing payments, especially for the first withdrawal or operations that require additional checks. The data submitted must match the information used during registration.

Which documents can be requested?

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 clear, up to date and match the account details. Do not send CVV/CVC codes, passwords or sensitive documents unless officially requested by support.

Bonuses and promotions

How does the welcome bonus work?

Wizardo casino has welcome offers linked to the first deposits, including bonus balance and free spins. For example, 1st Lucky Spell offers 100% up to €250 + 100 free spins, while 1st Rich Spell is a VIP option with 100% up to €2,500 + 200 free spins. Before activating any offer, check the minimum deposit, wagering, validity period, maximum bet and cashout limit.

What does wagering mean?

Wagering is the betting volume that must be completed before certain bonus winnings can be withdrawn. If a bonus has 35x wagering, it means the amount specified in the rules must be wagered that number of times. There may also be bet limits, eligible games and a maximum period for completing the requirement.

Why can’t I withdraw bonus winnings?

Bonus winnings may remain locked until wagering and all promotion rules are completed. Cashout limits, expiry periods, maximum bets and eligible games may also apply. If withdrawal is unavailable, first check the bonus status in your account and read the terms of the activated promotion.

Games and technical access

Can I play for free?

Yes, many games may be available in demo mode, allowing players to test mechanics, themes and features without betting real money. Demo mode is useful for getting to know a slot or game before using real balance. Not all titles or features may be available for free, so check the option inside each game.

Games are not loading. What can I do?

If a game does not load, refresh the page, try another browser and check whether your internet connection is stable. You can also clear cache and cookies in the browser settings, usually under privacy or history; after that, you may need to log in again. If the problem continues, temporarily disable VPNs, ad blockers or extensions that may interfere, and contact support with the game name and a screenshot.

Does Wizardo casino have a mobile app?

Wizardo casino can be used on mobile through PWA, a progressive web app that allows the site to be added to the home screen. This option does not require a download from the App Store or Google Play. The experience depends on the browser and internet connection, but it makes access to the account, games, wallet and promotions easier.

How do I install Wizardo casino on Android?

On Android, open the site in a compatible browser, such as Google Chrome, and tap the three-dot menu. Choose “Add to Home Screen”, “Install app” or a similar option, depending on the browser version. After confirming, the icon will be available on the device’s home screen.

How do I install Wizardo casino on iPhone or iPad?

On iPhone or iPad, open the site through Safari and tap the share icon. Choose “Add to Home Screen”, confirm the shortcut name and tap “Add”. After that, the casino icon will appear on the home screen and can be used to open the platform faster.

Responsible gambling and support

How do I request self-exclusion?

To request self-exclusion, contact support with a clear subject line, such as “Self-exclusion request”. State that the request is related to responsible gambling, mention the desired period if applicable, and inform support if there are other accounts linked to the same user. According to the official Terms, self-exclusion may apply for a defined period.

What should I do if gambling is no longer fun?

If gambling is no longer fun, stop the session and do not make new deposits. You can contact support to request a break, self-exclusion or account closure for responsible gambling reasons. It is also recommended to speak with someone you trust or seek specialised support if you feel a loss of control.

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

If your question is not on this page, contact support through the channel available in your account, on the site or through the official email. Include a clear explanation of the issue, the account email, date, amount or screenshot where applicable. For matters related to payments, KYC, bonuses or complaints, the team may need additional time to review the case.

Note: this FAQ is practical guidance for common questions. For decisions about bonuses, withdrawals, verification, account closure or self-exclusion, always check the applicable Terms and contact support when the case depends on your account.