Contact Us

iWild Casino customer support is available 24/7 to assist with account questions, technical issues, payment inquiries, and general support. We offer multiple contact methods to suit your preferences and urgency level.

Live Chat Support (24/7)

Live chat is the fastest way to get help. Our support team responds within 2-5 minutes during normal hours, though response times may be slightly longer during peak periods (evenings EST).

How to access live chat:

Click the chat icon in the bottom right corner of any page
Available whether you're logged in or not
No waiting on hold - real-time text conversation
Agents can access your account details to resolve issues quickly (if logged in)

What live chat can help with:

Account verification questions and KYC document issues
Deposit and withdrawal inquiries
Bonus activation and wagering requirement clarifications
Technical problems with games or platform functionality
Password resets and login assistance
Responsible gambling tool setup
General platform questions

Tips for faster resolution:

Have your account details ready (email, username)
Include relevant transaction IDs or dates when asking about payments
Take screenshots of error messages or technical issues
Be specific about your question or problem

Email Support

For non-urgent matters or detailed inquiries that benefit from written documentation, email support is available.

General Support: [email protected]

VIP Support: [email protected] (for VIP tier players)

Privacy Inquiries: [email protected]

Complaints & Escalations: [email protected]

Response times:

General inquiries: 6-12 hours
Complex issues requiring investigation: 12-24 hours
Privacy requests: Up to 30 days as per policy
VIP support: 2-6 hours priority handling

When emailing, include:

Your registered email address and username
Detailed description of your issue or question
Relevant dates, transaction IDs, or game names
Screenshots or documentation if applicable
Your preferred resolution or what you need help with

Support Availability

Contact Method	Availability	Average Response Time	Best For
Live Chat	24/7	2-5 minutes	Urgent issues, quick questions
Email (General)	24/7	6-12 hours	Detailed inquiries, documentation
Email (VIP)	24/7	2-6 hours	VIP member priority support
Complaints	24/7	24-48 hours	Unresolved issues, escalations

Note: Phone support is not currently available. All communication happens through live chat and email channels.

Common Support Topics

Account & Verification

KYC document submission and approval status
Account verification delays or rejected documents
Password resets and login problems
Updating account information (email, phone, address)
Account closure or self-exclusion requests

Payments & Withdrawals

Withdrawal processing times and status updates
Declined deposits or payment method issues
Missing deposits or delayed credits
Payment method verification requirements
Withdrawal limits and how to increase them

Bonuses & Promotions

Bonus activation and claiming procedures
Wagering requirement calculations and progress tracking
Bonus terms clarification
Promo code applications and eligibility
VIP program progression and benefits

Technical Issues

Game loading errors or freezes
Platform access problems
Mobile compatibility issues
Disconnections during gameplay
Disputed game outcomes or transactions

Complaint Procedure

If your issue isn't resolved through standard support channels, follow this escalation procedure:

Step 1: Contact Support

Start with live chat or email support. Most issues resolve at this level within 24-48 hours.

Step 2: Request Escalation

If initial support doesn't resolve your issue satisfactorily:

Request escalation to a supervisor or manager
Provide your case reference number from previous interactions
Clearly explain why the initial resolution was unsatisfactory
State your desired outcome

Step 3: Formal Complaint

For unresolved issues after escalation:

Email [email protected]
Include all previous correspondence and case numbers
Provide timeline of events and attempts to resolve
Attach any supporting documentation

Formal complaints receive response within 48 hours, with resolution attempted within 7-10 business days.

Step 4: Regulatory Complaint

If iWild Casino cannot resolve your complaint satisfactorily, you may contact our licensing authority:

Curacao eGaming Authority

Website: curacao-egaming.com
Complaints must first be attempted through casino support channels
Provide all documentation of your complaint and casino responses

Business & Partnership Inquiries

For business-related matters outside of player support:

Affiliate Program: [email protected]

Partnership opportunities
Affiliate commission inquiries
Marketing collaboration proposals

Game Provider Partnerships: [email protected]

Game studio integration inquiries
Content licensing discussions
Technical integration questions

Media & Press: [email protected]

Press releases and media kits
Interview requests
Brand information inquiries

Registered Address

iWild Casino operates under Curacao eGaming licensing. Official registered address:

iWild Casino
Curacao
License #8048/JAZ

Important: This is a legal registered address for licensing purposes. Player support is handled exclusively through digital channels (live chat and email). Physical mail sent to this address will not receive response - use email or live chat for all support needs.

Language Support

Customer support is available in English. All communication (live chat, email, platform interface) operates in English.

For Canadian players in Quebec or other French-speaking regions, support is provided in English. Translation services or French-language support are not currently available.

Feedback & Suggestions

We value player feedback to improve our platform and services.

Submit feedback to: [email protected]

Feedback categories we're interested in:

Game selection requests (specific providers or titles)
Platform usability improvements
Payment method requests
Bonus structure suggestions
Feature requests or functionality ideas
Customer service experience feedback

While we read all feedback, individual responses are not guaranteed. Implemented suggestions are typically announced through platform updates or promotional emails.

What To Expect From Support

Our Commitments

Polite, professional communication at all times
Response within stated timeframes for each channel
Honest, accurate information about policies and procedures
Privacy protection - never asking for passwords or sensitive data via unsecured channels
Escalation options if initial support doesn't resolve your issue

Your Responsibilities

Provide accurate information and account details
Communicate respectfully with support staff
Be patient during busy periods when response times may be longer
Provide all relevant information to help resolve issues quickly
Follow up if you don't receive response within stated timeframes

Security Reminder

iWild Casino support will NEVER:

Ask for your password via live chat or email
Request you send money via unofficial channels
Ask you to provide credit card CVV or full card numbers
Contact you from personal email addresses (always official @iwildcasino-ca.com domains)
Threaten account closure to pressure immediate action

If you receive suspicious communication claiming to be from iWild Casino, report it to [email protected] immediately.