If a wildz agent offered you a bonus through live chat, save the details before you deposit or play. A clear record can help resolve confusion about the amount, wagering rules, expiry date and eligible games. This checklist explains what to capture, how to compare the message with published terms, and what to do if the offer does not appear in your account. You can also review wildz details carefully before accepting anything.
Start with a complete live chat record
A screenshot of the final sentence may not be enough. Keep the full conversation, including the agent’s name or ID, the date and time, and any message that explains how to activate the offer. If the chat has a reference number, save that too. Do not crop away the surrounding text, because conditions may appear earlier in the conversation.
Capture the offer before you accept it
Save the offer while it is still visible. Your record should show whether the reward is a deposit match, free spins, cashback or another promotion. It should also state whether a bonus code is needed. The standard welcome offer does not require a code, but a private live chat offer may use a separate activation process.
- Screenshot the complete chat and its timestamp.
- Record the agent’s name, reference number and exact offer wording.
- Save any email, account message or cashier notice linked to the chat.
- Keep the screenshots until the bonus is settled or removed.
Check the money, spins and minimum deposit
Write down every figure instead of relying on a headline. The published welcome promotion gives 100% up to NZ$500 on the first deposit, followed by 50% up to NZ$500 on the second, with up to 200 free spins in total. A chat agent might offer different terms, so the evidence should make the difference clear.
| Detail to confirm | Published welcome offer |
|---|---|
| First deposit match | 100% up to NZ$500 |
| Second deposit match | 50% up to NZ$500 |
| Free spins | 200 in total |
| Minimum deposit | NZ$10 |
| Wagering | 35x the bonus |
Confirm wagering and game restrictions
The largest disputes often involve wagering rather than the headline value. The published rules state 35x wagering on bonus money, while free-spin winnings also require 35x wagering. Pokies contribute 100%, table and live casino games contribute 50%, and video poker contributes 0%. Ask the agent to identify which rule applies to your chat offer.
Ask how the bonus balance works
The terms describe the welcome promotion as a Balance Booster, while another page describes it as non-sticky. Because those descriptions can produce different withdrawal expectations, request a written explanation. Ask whether withdrawing early removes only the bonus or the full promotional balance, and save the answer with your chat record.
Also confirm the maximum stake. While bonus wagering is active, the published limit is NZ$5 per spin or NZ$0.50 per bet line. Some games are excluded completely, so ask for the eligible-game list if the agent has promised free spins on a named title.
Record activation, expiry and account limits
A valid offer still needs to be activated correctly. Ask when the reward will appear, whether you must opt in through My Rewards, and whether the deposit must be made within a particular period. Claimed bonus money generally must be used within 60 days, although the welcome offer is excluded from the usual 24-hour claiming rule.
- Ask the agent to confirm that the offer is attached to your account.
- Make the qualifying deposit only after the conditions are written down.
- Check the bonus wallet and wagering tracker immediately afterwards.
- Stop playing if the promised reward or terms do not appear.
One promotion is allowed per person, household, computer or IP address. That matters if other household members use the service. The account itself must also belong to one person and use accurate registration details.
Keep payment and identity evidence
Your payment record supports the timeline of the offer. Deposits in NZD are accepted, and the listed minimum for many methods is NZ$10. Deposits usually post within one minute after confirmation, but withdrawal approval may take up to three days, followed by the provider’s processing time.
| Evidence | Why it helps |
|---|---|
| Deposit receipt | Shows amount, method and time |
| Cashier screenshot | Shows the selected promotion |
| Bonus balance | Shows whether credit was applied |
| Wagering history | Shows qualifying bets and progress |
| Verification request | Shows documents still needed for withdrawal |
Wildz may request photo ID, proof of address dated within three months and proof of payment method dated within three months. Keep copies private and upload them only through the account’s secure verification process.
Resolve a missing or disputed bonus
Contact live chat first and provide the reference number, screenshots and deposit receipt. Ask for a specific remedy: manual credit, correction of the wagering counter or written confirmation that the offer was not valid. Avoid making another deposit simply to test the promotion.
If the matter remains unresolved, send a structured complaint to complaints@wildz.com. The published complaint process says an answer is due within 10 days, with a possible 10-day extension. Keep your message factual and attach only the evidence needed. For wider support with online gambling, independent services can provide guidance.
Practical takeaway
Treat a live chat promise as unconfirmed until its value, activation steps, wagering, expiry and withdrawal effect are recorded. Compare it with the current terms, keep payment evidence, and pause if the account display does not match the agent’s message. Remember that Wildz is licensed by the Malta Gaming Authority, not the DIA, and the legal position for New Zealand’s regulated market is changing. Gambling is for people aged 18 and over. The Gambling Helpline is free and available 24/7 on 0800 654 655 or by text on 8006.
Frequently Asked Questions
These answers cover common evidence and support problems after a bonus is offered through chat.
Can a wildz chat message override the published bonus terms?
Do not assume it can. Ask the agent to identify the specific terms applying to your account and request written confirmation. If the message conflicts with the published rules, save both versions and ask support to clarify which condition controls before you deposit.
What should I do if my free spins are missing?
Check whether the deposit qualified, whether an opt-in was required and whether the spins were added to My Rewards. Then send the chat transcript, deposit receipt and account screenshot to support. Avoid using a different promotion until the missing reward has been investigated.
Does a screenshot prove that an offer is valid?
A screenshot proves what was displayed, but it may not prove that the account qualified. A stronger record includes the full chat, timestamp, account reference, qualifying payment and any activation instructions. Keep the original files so the details and dates remain clear.
