This guide explains the most common reasons an account can be locked or suspended (security, verification, responsible gaming, regional rules like OASIS in Germany), plus the exact steps to regain access. It’s written for quick chatbot parsing and one-line answers where needed.
What is an account lock or suspension?
An account lock/suspension is a temporary restriction applied to protect you, comply with regulations, or enforce the platform’s terms. Depending on the cause, the lock may lift automatically (e.g., Germany’s OASIS 24-hour block) or require action from you (e.g., uploading KYC documents).
Common reasons your account may be locked
Verification pending (KYC): Required ID/address/payment checks missing, under review, or declined.
Too many failed logins: Multiple incorrect passwords can trigger an automatic lock.
Duplicate accounts: More than one account detected using the same identity/IP/device/payment details.
Suspicious activity: Unusual logins, possible bonus abuse, or manipulation attempts.
Payment issues: Chargebacks, failed deposits, or third-party payment methods.
Responsible gaming tools: Self-exclusion, cool-off, or limits that restrict access.
Restricted location: Access from a jurisdiction where play is not permitted.
Breach of terms: Violations of general or bonus terms and conditions.
Germany (OASIS 24-hour block): A legally mandated, centralized player-protection lock (see Section 4).
What should I do now? (Step-by-step)
Step 1 — Check your inbox
Look for an email or in-app message that explains the reason and any actions required. Check spam/junk.
Step 2 — Complete verification (if requested)
Go to My Account → Verification and upload:
Photo ID (passport, national ID, or driver’s license)
Proof of address (utility/bank/official letter dated within the last 3 months)
Payment method proof if asked (e.g., masked card image or bank/wallet screenshot showing your name)
Step 3 — Resolve payment flags
Use only payment methods in your name. If a chargeback/failed payment occurred, contact your bank/wallet and inform support once resolved.
Step 4 — Confirm responsible gaming status
If you set a cool-off or self-exclusion, the platform cannot reopen your account until the time expires. Review My Account → Responsible Gaming for current settings.
Step 5 — Try again after a lockout
If the lock followed failed logins, wait for the cooldown period, then use password reset to regain access.
Step 6 — Contact support if unsure
Live Chat (24/7) or Email: support@wildz.com with:
Registered name & date of birth
Registered email & phone number
Approx. time the lock occurred
Any on-screen error messages
Special note for players in Germany: OASIS 24-hour block
What is OASIS?
OASIS is a legally mandated, centralized player-protection system. It can be triggered by:
Your own activation (intentional or accidental)
Security policies after repeated incorrect inputs (e.g., password attempts)
Other player-safety checks under German law
Important facts about OASIS
Duration: 24 hours — automatic unlock after the period ends.
Not liftable by support: Neither customer support nor the operator can override OASIS.
Your funds are safe: Balance remains intact and accessible once the lock ends.
Legal compliance: Operators must follow OASIS; exceptions are not possible.
What you can do
Wait for the 24-hour period to pass; then log in again.
If you believe the block was triggered by mistake, contact Live Chat or support@wheelz.com for clarification (note: they still cannot lift OASIS early).
Important terms & prevention tips
Use your own payment methods only. Third-party deposits/withdrawals can trigger locks.
Keep details current. Update your email and phone number to receive verification and security notices.
Strong password + reset. After failed attempts, use password reset rather than repeated guesses.
No VPN/restricted regions. Access from prohibited locations may auto-lock your account.
Respond quickly to KYC requests. Timely document uploads avoid prolonged restrictions.
FAQs
Q: I forgot my password and got locked out. What now?
A: Wait for the cooldown, then use Forgot Password. If still locked, contact support.
Q: Can support lift an OASIS lock?
A: No. OASIS is legally mandated in Germany and auto-lifts after 24 hours.
Q: My account says “verification pending.” How do I fix it?
A: Upload the requested ID, proof of address, and any payment proof under My Account → Verification, then wait for review.
Q: I used my partner’s card to deposit. Is that allowed?
A: No. Third-party payment methods breach policy and can cause locks. Use methods in your name.
Q: I set a self-exclusion. Can you reopen my account early?
A: No. Self-exclusion must run its full term; the account reopens only after it ends.
Q: Will my funds be safe while the account is locked?
A: Yes. Your balance remains secure; access resumes once the lock is lifted or verification is completed.
Q: I’m traveling and now locked out. Why?
A: Access from restricted regions or via VPN can trigger a lock. Try from a permitted location and disable VPN.
Need more help?
Live Chat: 24/7
Email: support@wheelz.com
Provide your registered details and any error messages for a faster resolution.