Frequently Asked Questions

In this FAQ we help you use Wizardo Casino: registration, access, KYC verification, deposits, withdrawals, bonuses, missions, PWA mobile version, and support.

The available features may change depending on the country, profile, currency, and account status. For this reason, when an answer concerns payments, bonuses, or verification, always also check the official sections of your account: Account, Wallet, Deposit, Withdraw, PROMO, and Missions.

If you write to us about a transaction, a document, a bonus, or a technical error, first prepare the key details: your account email, date, method used, promotion name, device, and screenshots if available. This allows our support to verify the request more quickly.

Account and access

How can I register at Wizardo Casino?

To create an account, click on Register or Sign up. In the form you must enter a valid email, create a password, select your country, and confirm that you are at least 18 years old. The form also requires acceptance of the Terms and Conditions, Privacy Policy, and Responsible Gaming Policy.

Use real details from the start. The same information may be requested during KYC verification or before a withdrawal.

Can I register from a smartphone?

Yes. You can register from the mobile browser or from the Wizardo Casino PWA. The process remains similar to the desktop version: opening the form, entering the required details, confirming 18+, and accepting the mandatory documents.

How do I access my account?

Click on Login or Sign in, enter your email and password, and confirm. If you are using a shared device, avoid saving your credentials and remember to log out of your account after the session.

What should I do if I have forgotten my password?

Open the Login screen and click on Forgot your password? or Reset password. Enter the email linked to the account and follow the instructions received. If you cannot find the email, check spam, junk mail, or any filters in your inbox.

Why can't I log in?

The most common reasons are an incorrect password, wrong email, unverified account, temporary security block, or browser technical problems. Try resetting your password, clear cache and cookies, use a different browser, and check that no VPN or extensions are active that interfere with the site. If the problem continues, contact our support.

Document verification and KYC

Does Wizardo Casino require identity verification?

Yes, we may request KYC verification to confirm identity, protect the account, check the payment method, or authorise a withdrawal. The request may appear after registration, before a payment, or in the event of security checks.

What documents can I upload?

We can usually request valid documents such as an identity card, passport, or driving licence. In some cases we may also request proof of address, proof of ownership of the payment method, a selfie, or additional verifications. The exact list depends on your profile and the instructions we show you in the account.

How can I submit a document?

You can upload the document during registration, if requested, or from the profile section dedicated to verification. The image must be clear, legible, not cropped, and the document must be valid. Avoid blurry photos, reflections, missing edges, or modified files.

Why is my document not being accepted?

We may reject a document if it has expired, is illegible, incomplete, cropped, does not match the account details, or is not among those accepted. Also check that the first name, surname, and date of birth match the information entered in the profile.

How long does verification take?

Times may vary depending on the volume of requests and the type of check. If the document remains under review for too long or is rejected without a clear reason, contact our support indicating your account email and the type of document uploaded, without sending passwords or sensitive codes.

Deposits, Wallet, and withdrawals

How can I make a deposit?

Log into your account and click on Deposit, or open Account → Wallet. Choose one of the available methods, enter the amount, fill in the details required by the payment system, and confirm the operation.

Available methods may vary depending on country, currency, account, and payment provider. The updated list is always the one we show you in the cashier.

The deposit does not appear in the balance: what should I do?

First check whether the payment was confirmed by the chosen method. Do not immediately repeat the operation if you are unsure of the transaction status. Keep the receipt, amount, date, time, and method used, then contact our support with these details.

Can I use a payment method registered in someone else's name?

No. Only use methods registered in the account holder's name. Payments from third parties, cards not your own, or wallets not traceable to you may cause checks, delays, payment refusal, or withdrawal blocks.

How can I request a withdrawal?

Go to Account → Wallet → Withdraw, choose the available method, enter the amount, and confirm the request. Before submitting the withdrawal, check whether the account is verified and whether there are any active wagering requirements.

Why can't I withdraw?

A withdrawal may not be available for various reasons: KYC verification not completed, missing or unreadable document, bonus wagering still active, unconverted bonus balance, unverified payment method, inconsistent account details, or security checks in progress.

Check the Wallet section, the bonus status, and the notifications in your profile. If you cannot find the reason, contact our support indicating the amount, chosen method, and error message displayed.

Can I deposit or withdraw at a physical location?

Wizardo Casino operates online. Manage deposits and withdrawals using the methods shown in the account, primarily in the Deposit, Wallet, and Withdraw sections. If alternative options are available, they will be indicated directly in the cashier.

Bonuses, Free Spins, and missions

Where can I find available bonuses?

You can check active bonuses and available offers in the PROMO section. Before activating a promotion, read the minimum deposit, wagering, duration, maximum bet, eligible games, and cashout limits.

What is the welcome bonus at Wizardo Casino?

Our welcome package is split across the first three deposits and can reach up to 225% + 225 Free Spins. The main offers are 1st Lucky Spell, 2nd Power Boost Spell, and 3rd Win Spell. Always check the updated conditions in the PROMO section.

Why has the bonus not been credited?

A bonus may not appear if it was not activated before the deposit, if the deposited amount is below the required minimum, if the offer is not available for the profile, or if it has already been used. Check the PROMO section and, if necessary, contact our support with the bonus name, deposited amount, and time of the transaction.

What does wagering mean?

Wagering is the betting requirement you must complete before any bonus winnings become withdrawable. During wagering there may be bet limits, eligible games, and deadlines to respect.

Are Free Spins withdrawable immediately?

No. Free Spins are used to play on slots indicated by the promotion. Any winnings generated may be converted into bonus balance and be subject to wagering, duration, and cashout limits.

How do missions work?

Missions can be found in the Missions section. You can participate in daily or weekly missions, complete the listed tasks, and receive rewards such as Free Spins and loyalty points. Before participating, check requirements, duration, reset times, and reward conditions.

What is the VIP programme?

Our VIP programme is linked to activity and loyalty points. Depending on the level reached, it may include cashback, personalised bonuses, VIP manager, priority withdrawals, dedicated missions, and invitations to tournaments or reserved offers.

Mobile, PWA, and technical issues

Does Wizardo Casino have a mobile app?

You can use Wizardo Casino on mobile via the browser and PWA. Our PWA allows you to add the site to the Home screen and open it like an app, without downloading APK files from external sources.

How do I install Wizardo Casino on Android?

Open the official site with Chrome or a compatible browser, tap the browser menu, and choose Add to Home screen or Install app. After confirming, the icon will appear on the main screen.

How do I install Wizardo Casino on iPhone?

Open the official site with Safari, tap the Share icon, select Add to Home, and confirm. The icon will be added to the device's main screen.

A game does not load: what can I do?

Refresh the page, check the connection, close and reopen the browser or PWA, clear cache and cookies, try a different browser, and disable VPN, proxy, or ad blockers if they are interfering with loading. If the problem continues, contact our support indicating the game name, device, browser, and time.

Why can't I see the "Install app" option?

The name of the option may change depending on the device. On Android try updated Chrome; on iPhone use Safari and look for Add to Home. If the option does not appear, you can still use Wizardo Casino from the mobile browser.

Responsible gambling and account management

How can I close or suspend my account?

To request closure, suspension, or a gaming break, contact our support via the official channels indicated on the site. Clearly state whether the request is related to responsible gambling.

Can I request a gaming break?

Yes. If you feel you are playing more than planned or want to stop for a period, you can contact support and ask about breaks, limits, or self-exclusion, if available for your account and access area.

Is gambling permitted for minors?

No. We allow real balance play only to adult users. Minors must not register, play, or use other people's accounts.

What should I do if gambling is becoming a problem?

Stop the session, log out of the account, and contact our support if you want a break or account closure. You can also turn to external support organisations such as GamCare, Gamblers Anonymous, or Gambling Therapy.

When to contact support

Contact our Wizardo Casino support when you cannot resolve a problem from your profile or when the request concerns payments, documents, bonuses, access, responsible gambling, or technical errors.

What to include in the message to our support

• email linked to the account;
• type of problem: login, deposit, withdrawal, bonus, document, game, or PWA;
• date and time of the event;
• amount and method used, if it concerns a payment;
• name of the bonus or mission, if it concerns a promotion;
• game name, device, and browser, if it concerns a technical error;
• screenshots or receipts, if available.

Do not send us passwords, PINs, full card codes, or unsolicited sensitive data.