At Wildzy, real people answer live 24/7 via chat, and our e-mail addresses take over for written requests. Here is who to contact, for what, and what to prepare.
Our contact channels
We offer three channels. Each has its purpose: chat for everyday questions, e-mail for requests that need a written record.
| Channel | Availability | Use for |
|---|---|---|
| Live chat | 24/7, real human support | 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 e-mail only to support@wildzy.io.
Support languages
Our team replies 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 deemed suspicious. The process takes just a few steps:
- Upload 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 no older than 3 months.
- 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 documents are reviewed, usually completed within 48 hours.
The cardholder's name and the account holder's name must match. Full details on opening an account are on our Registration page.
Complaints and data requests
To make a complaint, write to complaints@wildzy.io describing the situation precisely.
For a refund, your request must reach support@wildzy.io within 24 hours of the transaction. Review takes up to 7 working 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. Remember to include:
- your username and the e-mail 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 are asked 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 are the wagering requirements on our bonuses? Our welcome bonuses and weekly reloads carry 10x wagering on slots. Details are on our Bonuses and Promotions pages.
Who can get cashback? Cashback is available to VIP customers only.
Payments
Can I deposit with a relative's card? No. The cardholder's name must be that of the account holder.
What happens with a chargeback? A chargeback made 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 the 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 e-mail to support@wildzy.io, never via chat. It lasts a minimum of 1 day and can be indefinite; no new account can be opened during this period.
What is the cooling-off period? A break of 1 to 48 hours: you can log in and withdraw your balance, but you cannot deposit or bet.
Our services are for adults only. Gambling involves financial risk: set yourself limits and take breaks.