These terms govern the use of Wildzy, an online casino and betting platform. Our KYC and refund policies were updated on 13 March 2024; using the site constitutes acceptance of the refund policy.
1. General provisions
Gambling carries a risk of loss. Access to our slots, live casino, sports betting and prediction market is reserved for adults. We provide the responsible gambling tools described below.
2. Currency of offers
Our promotion amounts and the verification threshold are expressed in euros (€).
3. Opening and maintaining an account
The account holder must be of legal age and provide accurate information. The name of the payment cardholder must be identical to the name on the account.
3.1. Verification documents
During verification, the following documents are requested.
| Document | Details |
|---|---|
| Official photo ID | Front and back if needed, valid for more than 3 months |
| Selfie holding the ID | Face and document visible |
| Bank statement or utility bill | Dated less than 3 months ago |
| Photo of the deposit card | Front and back, first 6 and last 4 digits visible, CVV covered |
4. KYC verification and withdrawals
We apply three levels of checks (SDD, CDD, EDD) depending on the risk profile. Full verification becomes mandatory in the following cases.
| Trigger | Consequence |
|---|---|
| Cumulative deposits above €2,000 | Full KYC verification |
| Any withdrawal request | Full KYC verification before payout |
| Suspicious transaction | Enhanced verification, possible account restriction |
4.1. Steps for a first withdrawal
The first withdrawal follows a set order.
- You submit your withdrawal request.
- You send the requested documents.
- We review your file, usually within 48 hours.
- Once the account is verified, the withdrawal is processed.
Withdrawal details are on the Withdrawals page.
5. Deposits
Deposits are made using payment methods in the account holder's name. The available methods are listed on the Payments page.
6. Bonuses and promotions
Our welcome bonus and weekly reloads, valid on slots only, are subject to x10 wagering and to the bonus terms and conditions detailed on the Bonuses page. Self-exclusion results in the loss of any unused bonuses.
7. Responsible gambling
We offer several control tools, which can be activated from your account or via support.
- Deposit limits, over a period of 24 hours to 1 week
- Wager limits, over a period of 24 hours to 1 week
- Loss limits
- Session time limit
- Cool-down period of 1 hour to 48 hours
- Temporary self-exclusion, for a minimum of 1 day, or indefinite
- Viewing your gaming history
Self-exclusion requests must be made by e-mail to support only, never via live chat. No new account can be created during the exclusion period. More information on the Responsible gambling page.
8. Refund policy
Any refund request must be sent by e-mail to support within 24 hours of the transaction. The review takes up to 7 working days and any approved amount is credited back to the original payment method.
8.1. Eligible and excluded cases
Only certain situations qualify for a refund.
- Eligible: technical or banking error if the funds were not used for play, duplicate transaction, compromised account reported without delay
- Excluded: lost bets, dissatisfaction, failure to meet wagering requirements, self-exclusion requested after playing
9. Fraud prevention
We continuously monitor accounts and transactions. The following behaviour is prohibited.
- Initiating a chargeback without contacting support first
- Attempting to obtain a refund fraudulently
- Using a card in a third party's name
- Creating an account during a self-exclusion period
Any fraudulent activity will result in immediate closure of the account and may lead to legal action.
10. Account suspension and closure
We may suspend or close an account in the event of an unagreed chargeback, fraud or breach of these terms. The service, payments or withdrawals may be restricted until the player has been sufficiently identified.
11. Complaints procedure
A complaint follows two steps.
- Contact support via live chat or e-mail, 24/7.
- If you are not satisfied with the response, write to the dedicated complaints e-mail address shown in the Complaints section of the site.
Wildzy is for adults only. Gambling involves financial risk: set your limits and take breaks.