Tervetuloa GrandWild Auta!
Olemme aina valmiita auttamaan sinua mahdollisissa kysymyksissä tai huolenaiheissa.
Tukitiimimme on käytettävissä auttamaan sinua joka päivä klo 6–22 (GMT).
Kysy meille siirtymällä verkkosivun yläosassa olevaan Viestit- kohtaan. Luo uusi lippu painamalla "Kysy" -painiketta. Voit myös lisätä tiedostoja vahvistaaksesi tilisi tai osoittaaksesi ongelman, jos sinulla on sellainen. Lähetä lippu painamalla “Lähetä” -painiketta, niin me otamme sinuun yhteyttä heti, kun tukitiimimme tulee saataville.
Jos ongelmasi on ratkaistu ennen vastauksen saamista, sulje lippu menemällä Saapuneet-kansioon ja painamalla Sulje- painiketta lipulla, jonka haluat sulkea.
Vastataksesi vastaukseesi sinun ei tarvitse luoda uutta kysymystä. Laajenna lippu, johon haluat vastata, painamalla “+” ja lisää kommenttisi.
Huomaa: On suositeltavaa, että liitteen koko on enintään 10 MB.
Jos sinulla on lisäkysymyksiä, lähetä meille sähköpostia:
1.What should I do if I have forgotten my username/password?
There is no need to worry or contact our customer support right away. You can restore your log in details yourself by pressing the 'Forgot details?' link next to log in fields, filling in all necessary details and pressing the 'Send' button. Your new log in details will be sent to you by email.
To be sure, that the email arrives, add our email addresses to your safe list, or check your spam folder in case our message is not appearing in your incoming mail list. If the problem persists, contact our customer support team.
2. Do I have to open an account again?
If you haven't visited our web site for a long time or you want to use one of our other products, you don't have to open a new account. It is strictly prohibited to have multiple accounts here at GrandWild. As soon as you open your first account, we give you access to all our current and future products.
If you have forgotten your password or username, you can restore it by pressing the 'Forgot details?' link next to the log in fields, filling in all the necessary details and pressing the 'Send' button. Your new log in details will be sent to you by email.
3. How do I change my password?
You can change your password by accessing ‘My Password‘, under ‘My Account‘ section, when logged in, and following the instructions on that page.
4. How do I verify my registered email address?
An activation link is sent to the e-mail address that you provided during registration. If there is nothing in your Inbox folder, please check SPAM or JUNK mail folders, activation link might be there.
You can also resend it by clicking the link on the top of our main page in the yellow notification box.
If you still struggling to find it, please send your request from the registered email to email@example.com
5. How do I change my registered email address?
To change your account email please send us a request from your new email address indicating your username and email you used for the registration, also please attach a photo of your government-issued photo ID (passport or driving license preferred) to confirm your identity.
1. Do you accept players from all around the world?
We accept players from a vast part of the world, however, due to local legislation of some countries we prohibit player registration from them. All countries from which we allow registrations can be found in the drop-down menu in the registration form.
2. Can I have more than one account?
No, only one account is permitted.
3. Is there any minimum age requirement to play at GrandWild?
You must be at least 18 years of age to play on the GrandWild site.
4. Do I need to make a deposit to be able to open an account at GrandWild?
No, not at all. You can play for fun on our website and as much and as often as you like. In order to be able to use our products in the real money mode, you need to make a deposit.
5. Why is my personal information required? Are my personal details safe with you?
We need your personal details to confirm your identity, age, and address to be able to offer real money transactions and games to you. GrandWild uses the newest and most advanced data encryption techniques to safeguard your personal details.
1. Miksi minun on vahvistettava tilini?
Kasinomme tukee vastuullista pelaamista ja suojaamme asiakkaitamme kaikilta mahdollisilta huijauksilta. Luomalla tilin verkkosivustollemme ja hyväksymällä käyttöehtomme, annat meille mahdollisuuden todistaa henkilöllisyytesi pelaajana estääksesi alaikäisiä pelaajia pelaamasta. Vahvistus auttaa välttämään tililtäsi tapahtuvaa vilpillistä toimintaa, varmistaa, että tilinomistaja tekee kaikki rahatapahtumat ja nostetut varat saavuttavat alkuperäisen tilinomistajan.
2. Kuinka voin vahvistaa tilini?
Tilisi tarkistamiseksi sinun on toimitettava asiakirjat sähköpostitse tai lähettämällä ne Tilin Saapuneet-kansioon.
Emme hyväksy kopioita asiakirjoista, koska ne eivät täytä turvallisuusmääräysten vaatimuksia.
- Asiakirjan kaikkien neljän kulman tulisi olla näkyvissä.
- Kaikkien henkilökohtaisten tietojen on oltava luettavissa.
- Asiakirjan valokuvia ei tule hämärtää.
- Asiakirjaa ei saa vahingoittaa tai vanhentua.
Tässä on opas, joka auttaa sinua täyttämään asiakirjan vaatimukset tilin nopeaa varmennusta varten:
Tämä voi olla valokuva passista, ajokortista tai virallisesta valtion myöntämästä henkilökortista.
Tämä voi olla yleishyödyllinen lasku, puhelinlasku tai tiliote, jossa näkyy nimesi ja osoitteesi kokonaisuudessaan. Huomaa, että asiakirjan ei tulisi olla yli 3 kuukautta vanhempi.
1. Näyttökuva tai valokuva verkkopankista tai tiliotteesta, jossa näkyvät tilinomistaja ja tehdyt tapahtumat (yrityksen nimen ja maksetun summan tulisi olla näkyvissä).
2. Näyttökuvat kaikista virtuaalisista menetelmistä (e-lompakot, virtuaalikortit, mobiilimaksut).
3. Valokuvat käyttämäsi pankkikortin etuosasta ja allekirjoitetusta takaa. Luottokortin keskimmäiset 8 numeroa on tärkeää peittää (pienellä paperilla tai vastaavalla). Myös CVC / CVV-numero on katettava.
3. Kuinka kauan tilini tarkistaminen vie?
Kun kaikki pyydetyt asiakirjat on toimitettu ja menettelykriteerit täyttyvät, teemme parhaamme varmistaaksemme tilin mahdollisimman pian jonojärjestyksessä. Yleensä tarkistusprosessi kestää yhden työpäivän (viikonloppua lukuun ottamatta). Jos asiakirjat toimitettiin työajan ulkopuolella (maanantaista perjantaihin klo 5–15 GMT), ne käsitellään seuraavana arkipäivänä!
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1. What is the minimum I can deposit?
The minimum accepted deposit is 10 EUR/USD, 15 AUD/CAD/NZD, 100 SEK/NOK/DKK.
If not stated otherwise promotions can be claimed with a standard minimum deposit. However, some of our best offers may be claimed with a higher minimum deposit that will be indicated in promotion terms.
2. Why does my card deposit get declined or rejected?
This can happen for a number of reasons, for example, the most common of which is incorrect entry of card data upon registration. Additionally, your bank may decline a transaction themselves due to insufficient funds on your card, in which case you should contact the bank directly. Also, some banks maintain a rule that does not allow you to make direct deposits to online gaming sites. Another reason may be that your transaction may have triggered our risk rule. Our support can be helpful in finding other reasons why the deposit did not succeed and provide a solution. You may want to contact your card provider to check, or try one of our many other deposit methods instead.
3. Which deposit methods do you have available?
Once logged in, please click the Deposit button and you will see all of the payment methods available to you.
4. Which credit/debit cards do you accept?
We accept all Visa and MasterCard/Maestro Credit and Debit cards as depositing methods, although there might be restrictions on withdrawals to MasterCard/Maestro card.
5. Can I use more than one payment method?
Yes, you can use several payment methods to fund your account.
6. Can I use my friend’s card to deposit into my account?
You cannot do this as this is deemed to be a third party transaction, which is not allowed.
7. Why cannot I see my balance if I just made a deposit?
Since withdrawals are not available while the bonus is active, both the bonus and the deposit will be locked on the Bonus Balance until wagering requirements are met. Please open any game with the bonus sign and enjoy your play.
If you haven’t selected a bonus offer during depositing and balance isn’t showing, please contact our Support Team in Live Chat or firstname.lastname@example.org
1. How can I monitor the status of my Withdrawals?
When logged in to your account the ‘Withdrawal’ menu from the blue bar at the bottom of the page will show you the date the withdrawal was requested, the amount and the method used (bank or e-wallet). Here you can also reverse any pending withdrawals or edit the amount requested.
2. How to withdraw Bonus Money?
Bonus Money cannot be withdrawn until the bonus conditions are met and your bonus converts to Real Money. In case you submit a withdrawal request without having the necessary amount of Real Money funds on your account, your withdrawal will be automatically declined and your bonus will be permanently revoked.
3. Are there any limits on how much I can withdraw?
The minimum withdrawal amount is €25 or your currency equivalent and are limited to once a week. The maximum withdrawal amount is €10.000 in any 30 day period.
4. Can I get my winnings paid back to my credit/debit card?
Yes, you can as long as it is the same card that you used to make your original deposit and the card is able to accept a withdraw back onto it.
5. Why can’t I choose by which method I want to get paid?
Due to anti money laundering laws, it is our policy to ensure the money is going back to the original source that made the deposit when possible.
6. How long do withdrawals take to process?
We try to approve your withdrawals as soon as we can, always within 3 business days. You may follow the status of your withdrawal in the ‘Withdrawal’ section. The time between your withdrawal being processed on our side and you receiving the money will vary depending on the withdrawal method you use and which bank your account is held with. In general bank transfer withdrawals will appear in your account within 3-10 business days. E-wallet withdrawals are virtually instant.
7. Can I make a withdrawal from my account and have it sent to someone else?
No, this is deemed as a third party transaction and will not be permitted in any circumstance.
8. Do you charge any withdrawal fees?
You can withdraw your funds back to your card or e-wallet free of charge. SEPA bank transfers will be charged a 30 EUR fee & international bank transfers will be charged a 40 EUR fee. We reserve the right to charge a 10% fee in case the player requests a withdrawal without a member account turnover that is equal or more than the amount of funds deposited.
9. Do I need to verify my account first?
If your account hasn’t already been verified you will be asked to complete our verification procedure. Your account only needs to be verified once.
1. What happens if I am suddenly disconnected from GrandWild?
You may experience disconnections from the casino server from time to time. They can and do occur. If you lost your Internet connection or lost connection with our servers during a game, you will be returned to the same stage of the game the next time you log in and will have the chance to continue your game.
If you were disconnected before the game result was displayed, you can view the result in Account's Betting History or contact our customer service team.
2. Why is it that I cannot connect to or open a casino game?
Please check your internet connection and that you have the latest version of Adobe Flash installed. If the issue persist, please contact Customer Support.
3. The website or games are responding slowly or load slowly, what can I do to speed it up?
If you have been experiencing a slow connection, please note that having several browsers open, music programs running or downloading files can all slow your computer and/or internet connection. Your local internet service provider may also be temporarily suffering from low bandwidth. Sharing your internet connection within your household and in your local area can also slow your connection speed. Another possible solution may be to restart your computer or mobile device.
1. What are the Wagering Requirements?
The Wagering Requirement is an amount of Bonus Money you have to bet to release your bonus and convert it to Real Money. For example:
- You claim 100 bonus with x20 wagering requirement. That means, that you have 100 in Bonus Money and you have to place bets on 2000 of Bonus Money total in order to keep the bonus.
- You claim 500 bonus with x10 wagering requirement. That means, that you have 500 in Bonus Money and you have to place bets on 5000 of Bonus Money total in order to keep the bonus.
2. What is the Maximum Conversion Amount?
The maximum conversion amount is the maximum amount of Real Money you can get by completing the wagering requirements of your bonus. Converted Bonus Money can be used to play on but you may not withdraw over the Maximum Conversion Rate.
3. How can I claim sign-up free spins?
Free sign-up bonus free spins are only available to customers from Austria, Canada, Finland, Germany, Ireland, Mexico, New Zealand, Norway, and Switzerland.
To claim a sign-up bonus, you need to enter a bonus code during the registration process and free spins will be added automatically.
4. What do I do if I forgot to enter a bonus code during the registration?
Please contact our support team and provide us with a bonus code you wish to claim. Please note, that sign-up bonus can be claimed on the same day you made a registration.
5. Why didn’t I receive a sign-up bonus?
This can happen for a number of reasons, for example, the most common of which is your country is not eligible to claim a sign-up bonus. Additionally, if you forgot to enter a bonus code during the registration or entered a wrong or expired code.
Also, please note that each player can have only one sign-up bonus. If you claimed and used a sign-up bonus before, you cannot claim another one.
6. Why cannot I see my winnings from sign-up free spins in bonus games?
Bonus money made during bonus free spins can be wagered only in slot games of the Booming Games game studio.
7. How can I claim an exclusive bonus offer I received on email?
To get the offer you received via e-mail, please follow these steps:
- Activate the bonus by clicking the link in the e-mail you received;
- A new page with the description of the offer will be opened;
- Please make sure that you don't have any active bonus on your account;
- Proceed to deposit page, enter deposit amount and select bonus offer in section;
- Choose payment option and make a deposit.
After completing these steps, the bonus will be added to your account instantly.
8. What games can I play if I have a bonus balance?
In order to see your bonus, please open any game with the BONUS sign under the ‘Casino’ section. On mobile device please open any game with the BONUS sign on it.
9. Where can I check my active free spins?
If you are playing on a desktop version, please click on the "Free Spins" section in the bottom of the site and you will see available free spins. You may open the game just by clicking on the game name.
However, if you are playing on mobile, please tap on the "Bonus Balance" section and tap on "i" sign next to Free Spins.
You may open the game just by clicking on the game name.
1. Are there any legal age or country restrictions at GrandWild?
Yes, there are. To play for real money, you must be aged at least 18 and living in a country where it is legal to gamble. It is your responsibility to follow the laws of your country or state before registering an account.
2. Are there any country restrictions from game providers?
Yes, due to the diversity of software providers represented at GrandWild, some of the game directories might not be available to additional countries. You may find a list of game providers and restricted countries on our Terms and Conditions paragraph 8.4.1.
3. Which software providers do you use?
We offer casino games from the most reputable casino game providers in the industry. You can browse through games from specific providers on the casino page.
4. Where can I find detailed instructions on how to play a game?
'Game Rules' for each game can be found when you open the game.