At Wildzy, protecting your account rests on three pillars: multi-level identity verification, strict payment rules and a wide range of responsible gambling tools. This page brings together the rules that apply to every player.
Our security and compliance policies
Our commitments are set out in public documents that can be viewed at any time. The KYC and refund policies were updated on 13 March 2024.
| Document | What it covers |
|---|---|
| KYC policy | Identity verification, anti-money laundering, documents required |
| Refund policy | Refund cases, timeframes, chargeback rules |
| Privacy policy | Data collected, purposes, data deletion |
| Responsible gambling and self-exclusion | Limits, cool-down, self-exclusion, support resources |
Protecting your data and your money
We collect only the information needed to manage your account: name, email address, date of birth, citizenship, postal address, identification number, official ID document, location data, device information and IP address. It is used for KYC, account management, security, compliance, marketing and combating illegal activity. These are the mechanisms in place:
- Single holder: the cardholder's name must match the account holder's name.
- Ongoing monitoring: all customers and transactions are continuously monitored.
- Preventive blocking: we may restrict a service, payment or withdrawal until identification is sufficient.
- Anti-chargeback rule: a chargeback initiated without first contacting support may lead to the account being suspended or closed.
- Fraud prevention: any fraudulent activity results in immediate account closure and possible legal action.
- Data deletion: you have the right to have your personal data deleted.
Verification (KYC) and anti-money laundering
Our KYC policy follows a risk-based approach, with three levels of checks depending on the customer and transaction profile.
| Level | Name | Applies to |
|---|---|---|
| SDD | Simplified Due Diligence | Very low-risk transactions |
| CDD | Customer Due Diligence | Standard checks |
| EDD | Enhanced Due Diligence | High-risk customers and high-value transactions |
When full verification is required
Verification is not required at registration. It becomes mandatory in three cases:
- your total deposits exceed €2,000;
- you request a withdrawal, whatever the amount;
- a transaction is deemed suspicious.
Documents to provide
To verify your Wildzy account, have the following documents ready:
- an official photo ID, front and back if necessary;
- a selfie of you holding that ID;
- a bank statement or utility bill dated within the last 3 months;
- a photo of the front and back of the card used to deposit, with the first 6 and last 4 digits visible and the CVV/CVC covered.
Timeframes and conditions
The KYC review is usually completed within 48 hours. The ID must not expire within the next 3 months and its holder must be of legal age.
Games from recognised studios
Our slots come from IGT, Play'n GO, Scientific Games, Microgaming, Novomatic, Merkur and InOut Games. Our live tables are supplied by 7Mojos Live, Vivo, Winfinity Live, XPG, Iconic21 and Betgames TV. The full list is on our providers page.
Tools to stay in control
Every account has responsible gambling tools that you can adjust to suit your needs:
- Deposit limits: over a period of 24 hours to 1 week; during that period they can be lowered but not raised.
- Wager limits: over a period of 24 hours to 1 week.
- Loss limits and session time limit.
- Gaming history available at any time.
- Cool-down of 1 hour to 48 hours: you can log in and withdraw your balance, but cannot deposit or place bets.
- Self-exclusion, temporary for at least 1 day or indefinite, with reactivation at our discretion.
Self-exclusion requests can only be made by email to support@wildzy.io: requests sent via chat are not processed. During the exclusion period, no new account can be created and unused bonuses are forfeited.
Software such as BetBlocker and GamBan blocks access to gambling sites; NetNanny and CyberPatrol filter content to protect minors. For outside support, Gamblers Anonymous and Gambling Therapy offer help.
If something goes wrong
For any complaint, write to complaints@wildzy.io. For everyday questions, our support team answers at support@wildzy.io and via live chat, 24/7.
Under our refund policy, requests must be sent to support@wildzy.io within 24 hours of the transaction. The review takes up to 7 working days, and the amount is credited back to the original payment method.
- Eligible cases: technical or banking error on unplayed funds, duplicate transaction, compromised account reported without delay.
- Excluded cases: lost bets, simple dissatisfaction, failure to meet wagering requirements, responsible gambling measure requested after playing.
Security FAQ
The questions that come up most often.
Do I need to send my documents when I register?
No. Full verification is required at your first withdrawal, once total deposits exceed €2,000 or in the event of a suspicious transaction.
Can I deposit with a relative's card?
No. The cardholder's name must match the account holder's name.
How do I request self-exclusion?
By email to support@wildzy.io. Requests made via chat are not taken into account.
Adults only. Gambling involves financial risk: set your limits and take breaks.