At Wildzy, real people answer you live on chat 24/7, and our email addresses take over for written requests. Here's who to contact, for what, and what to have ready.
Our contact channels
We offer three channels. Each has its purpose: chat for everyday questions, email for requests that need a written record.
| Channel | Availability | Use it for |
|---|---|---|
| Live chat | 24/7, real agents | Questions about your account, bonuses, games and payments |
| support@wildzy.io | Written request | Self-exclusion, refund requests, sending account information |
| complaints@wildzy.io | Written request | Formal complaints |
Self-exclusion requests are not handled via chat. Send them by email only to support@wildzy.io.
Support languages
Our team answers in French and English. All site communication is available in French; our legal documents are written in English.
Our help centre
Our information pages answer most questions before you even need to contact the team:
- KYC policy (identity verification)
- Refund policy
- Privacy policy
- Responsible gambling and self-exclusion
- About us
- Contact us
Account and verification questions
Full identity verification becomes mandatory once your total deposits exceed €2,000, with any withdrawal request, or if a transaction is flagged as suspicious. The process takes a few steps:
- Send an official photo ID, front and back if needed. It must not expire within the next 3 months.
- Add a selfie of you holding that ID.
- Attach a bank statement or utility bill less than 3 months old.
- Provide a photo of the front and back of the card used to deposit: first 6 and last 4 digits visible, CVV/CVC covered.
- Wait while your file is reviewed, usually within 48 hours.
The cardholder's name and the account holder's name must match. Details on opening an account are on our Registration page.
Complaints and data requests
For a complaint, write to complaints@wildzy.io describing the situation in detail.
For a refund, your request must reach support@wildzy.io within 24 hours of the transaction. Review takes up to 7 business days, and any approved amount is credited back to the original payment method. Technical errors, duplicate transactions and compromised accounts reported promptly are eligible.
Our privacy policy provides a right to have your data deleted. Details are on our Privacy page.
Before you write to us
A well-documented message gets handled faster. Be sure to include:
- your username and the email address linked to the account;
- the exact date and time of the transaction or incident;
- the amount involved and the payment method used;
- the name of the game or promotion concerned;
- a screenshot of the error message or history.
Frequently asked questions
Answers to the questions we get most, sorted by topic.
Account
Do I need to verify my account when I sign up? No. Verification is requested at your first withdrawal, once cumulative deposits exceed €2,000, or if a transaction is suspicious.
How long does verification take? The KYC review is usually completed within 48 hours.
Bonuses
What is the wagering requirement on our bonuses? Our welcome bonuses and weekly reloads carry 10x wagering on slots. Details are on our Bonuses and Promotions pages.
Who gets cashback? Cashback is available to VIP customers only.
Payments
Can I deposit with a family member's card? No. The cardholder's name must match the account holder's.
What happens with a chargeback? A chargeback filed without first contacting support may lead to the account being suspended or closed.
Games
Do I need to download software? No. All our games run directly in your browser, on desktop and mobile alike.
Which providers are available at Wildzy casino? Among others, Play'n GO, Microgaming, Novomatic, IGT, Scientific Games and Merkur for slots, and 7Mojos Live, Vivo, Winfinity Live, Xpg, Iconic21 and Betgames TV for live games.
Responsible gambling
How do I request self-exclusion? By email to support@wildzy.io, never via chat. It lasts at least 1 day and can be indefinite; no new account can be opened during that period.
What is a cooling-off period? A break of 1 to 48 hours: you can log in and withdraw your balance, but you can't deposit or bet.
Our services are for adults only. Gambling involves financial risk: set yourself limits and take breaks.