Woo Help & FAQ — Support for Canadian Players

If the Woo platform or a game is not opening, the first step is to confirm that your internet connection is stable. Try loading another website to rule out a general connectivity issue. If the connection is fine but the platform still will not load, clearing your browser’s cached data and cookies often resolves the problem. You can also try opening the site in a different browser or an incognito/private window, which rules out conflicts caused by installed extensions.

The platform is optimised for current, fully updated versions of mainstream browsers — Chrome, Firefox, Edge, and Safari. Using an older or unsupported browser version can cause display errors, missing buttons, or games that fail to launch. If you are experiencing repeated issues with one browser, switching to another is the quickest workaround while you investigate further.

Mobile compatibility depends on your device’s operating system version and the browser you are using. Make sure your mobile browser is up to date, and check that JavaScript is enabled in your device settings. Some games from certain providers may have specific requirements that limit availability on older hardware. If a particular game consistently fails on your device, Woo customer support can advise whether the title supports your setup.

Sessions time out after a period of inactivity as a security measure. If your session is expiring unexpectedly during active play, this may point to a browser setting — such as cookies being blocked or cleared automatically — that is interrupting the session. Check that your browser is set to allow cookies from the Woo platform, and avoid using browser extensions that aggressively clear session data.

Check your junk and spam folders first, then look in any promotions or updates tabs if you use a filtered inbox such as Gmail. If emails are consistently missing, add the Woo sending address to your contacts or safe-sender list. It is also worth verifying inside the Woo account area that the email address saved on your profile is spelled correctly. If none of these steps resolve the issue, contact Woo customer support through live chat so they can confirm your address and resend communications.

To help the support team investigate efficiently, include your registered username or the email address associated with your account, a clear description of the issue, and the approximate time it occurred. If the problem involves a specific game, include the game name and provider. Screenshots are particularly useful — they allow the team to see exactly what you experienced. Detailed reports lead to faster resolutions than general descriptions.

Verification is a standard requirement under responsible gambling and anti-money laundering rules. The process confirms that you are who you say you are, that you meet the legal gambling age in your province or territory (18 or 19), and that the payment methods you use are registered in your own name. This process takes place entirely within the Woo platform’s secure account area.

You will generally be asked to provide a government-issued photo ID such as a passport or driver’s licence, a recent document confirming your residential address such as a utility bill or bank statement, and evidence of the payment method you are using. All documents must clearly show your name, and the details must match the information registered on your Woo account exactly.

A repeat check can occur for several reasons — a significant change in account activity, an update to your personal details, a new payment method, or a routine compliance review. This is not an indication that anything is wrong. Simply provide the requested documents promptly through the Woo account area; withdrawals may be held until the review is complete.

If your documents are not accepted, Woo customer support will typically explain why — common reasons include images that are too blurry to read, expired identification, or a mismatch between the document and the account information. Resubmitting clear, up-to-date documents in the correct format usually resolves the situation. If the process seems unusually delayed, reach out through live chat for a status update.

Most deposits are credited promptly, but some payment methods involve additional processing steps on the provider’s side. Check whether the transaction shows as completed in your banking app or payment provider account. If funds have left your account but have not appeared in the Woo platform after a reasonable amount of time, gather your transaction reference number and contact Woo customer support with those details. Do not make a duplicate deposit before the first one has been investigated.

A declined payment can result from a number of factors: your bank may have blocked the transaction as an unfamiliar merchant, you may have reached a limit set by your card issuer, or the payment method you are attempting may not be supported for your region. Trying an alternative payment method is often the quickest path forward. For persistent issues, Woo customer support can help identify whether the problem lies with the platform or the payment provider.

Before assuming there is a larger issue, confirm that you are using the correct email address and that Caps Lock is not active. The login and account access guide covers the most common causes of access problems, including how to use the password reset process. If you have completed those steps and still cannot access your account, Woo customer support can assist — have your registered email address ready when you contact them.

Accounts may be placed on hold during an identity review, following unusual activity, or at your own request. In most cases, Woo customer support can explain the reason and advise on next steps. It is worth checking your email for any recent messages from Woo, as the reason for the restriction is often communicated there.

Your active bonuses and their wagering progress are visible in the Woo account area under your profile. If a bonus you expected to receive is not listed there, the bonus offers page explains how different promotions are claimed and what conditions apply. If there is a genuine discrepancy after you have reviewed those details, contact Woo customer support with the promotion name and the date you activated it.