Contact and Support
This page explains how The Pokies handles player support, responsible gambling tools, account terms, privacy practices, and regulatory compliance. If you have questions about your account or need help using our site, the information below shows what options are available and how things work.
Responsible Gambling
Gambling should be a form of entertainment, not a way to earn money. If it stops being fun or starts causing stress, it’s time to take action.
The Pokies offers several tools to help you stay in control:
- Deposit limits: Set daily, weekly or monthly caps on how much you can add to your account. - Loss limits: Restrict how much you can lose over a set period. - Session time limits: Decide how long you can play in one sitting. - Reality checks: Get pop-up reminders showing how long you’ve been playing. - Cooling-off periods: Take a break for 24 hours, 7 days or 30 days. Your account will be paused during this time. - Self-exclusion: Permanently close your account if you feel you need a longer break.
You can set or change most limits instantly through your account settings. Any increase to an existing limit will not apply until after a 24-hour waiting period. This delay gives you time to reconsider.
Signs that gambling may be becoming a problem include chasing losses, lying about how much you’ve spent, borrowing money to gamble, or feeling anxious when not playing. These are real concerns, not personal failings, and support is available.
Free, confidential help is offered by national services such as Gambler’s Help. They provide phone counselling, face-to-face support and online resources. You can also use device-level parental controls or blocking software like Net Nanny or K9 Web Protection on shared computers to prevent underage access.
All players must be at least 18 years old. We verify age and identity during registration, and accounts suspected of being used by minors will be suspended immediately.
Terms and Account Rules
Only one account per person is allowed. You must be physically located in Australia and meet the minimum age requirement to register.
When you sign up, you’ll need to provide accurate personal details. Before your first withdrawal, we require proof of identity and address as part of standard Know Your Customer (KYC) checks. This helps prevent fraud and money laundering.
Deposits are usually processed instantly. Withdrawals may take 1-5 business days depending on your chosen method and verification status.
Bonuses come with specific conditions. These typically include wagering requirements (how many times you must bet the bonus amount), game eligibility (some games don’t count toward wagering), expiry dates, and caps on how much you can cash out from bonus funds. Attempting to abuse bonus terms, such as opening multiple accounts or colluding with others, will result in offers being voided.
Accounts inactive for 12 months may be classified as dormant. A small monthly fee could apply, but you’ll be notified beforehand.
Cheating, using bots, colluding with other players, or disputing legitimate transactions via chargebacks are serious breaches of our rules and may lead to account closure.
If you have a complaint that our support team can’t resolve, you may escalate it to your state or territory gaming regulator. We are required to cooperate fully with any official inquiry.
We may update our terms occasionally. When we do, we’ll notify you by email or via a notice on the site. Continued use of the service means you accept the changes.
Privacy and Data Handling
We collect several types of data:
- Identity and contact details (name, email, phone number). Needed to create and manage your account. - Payment information (card or e-wallet details). Used solely for deposits and withdrawals. - Technical and usage data (IP address, device type, pages visited). Helps us detect fraud and improve site performance.
We process this data because it’s necessary to run our service, meet legal obligations, and protect against crime. We do not sell your information to third parties.
Your data may be shared with payment processors, identity verification providers, and gaming regulators. But only where required by law or essential to operate the platform.
Records are kept for at least five years, as mandated by anti-money laundering laws.
You have the right to:, Access a copy of your data, Correct inaccurate information, Request deletion (where no legal reason prevents it), Receive your data in a portable format, Object to certain types of processing
To exercise these rights, contact our data protection team using the details below.
Our site uses cookies: - Essential cookies keep you logged in and secure. - Analytics cookies help us understand traffic patterns. - Marketing cookies (if enabled) show relevant ads.
You can manage or disable non-essential cookies through your browser settings.
All data sent between your device and our servers is encrypted. Internal access to personal information is restricted to staff who need it for their role.
Getting in Touch
If you need help with your account, want to adjust your gambling controls, or have questions about privacy, contact our support team directly through the live chat function on the website or by emailing [email protected].
We aim to respond within 24 hours on business days. For urgent matters related to self-exclusion or suspected unauthorised access, mark your message as high priority.
All communications are treated confidentially and handled by trained staff familiar with Australian gambling regulations and support pathways.