Contact Us
The pokies support team operates around the clock. Live chat handles most queries inside a few minutes. Email is the right channel for document submissions, formal complaints and account closure requests. Use the registered account email address for all account-specific contact.
For the platform overview — game library, PayID banking, mirror network and daily bonuses — go back to the The Pokies homepage.
How to Contact The Pokies
| Channel | Purpose | Details |
|---|---|---|
| Live Chat | Fast queries, stuck cashier, bonus issues | 24/7 inside the logged-in lobby |
| KYC documents, closures, complaints | support@the-pokies-aust.website |
No phone support. Independent gambling harm lines are on the Responsible Gambling page.
Write to us
Use the form for a written request. It opens a message to the support address for this domain.
First Message: What to Include
- Registered name and account email
- The mirror URL currently in use if the usual address is down
- Transaction ID and date for any withdrawal or cashier issue
- Promotion name and claim date for bonus queries
- A clear statement of what outcome you need
Withdrawals, Holds and KYC
If a withdrawal is held, identity verification is required before it releases. Email the following:
- Photo ID (passport or driver's licence)
- Selfie holding the ID
- Utility bill or bank statement dated within three months
After the first KYC approval, subsequent cashouts on the same rail process without re-verification. Full terms covering withdrawal limits and processing times are in the Terms and Conditions.
Closing Your Account
Email the support address with "Account closure" in the subject line from the registered account address. Closures complete within one business day after all pending withdrawals are settled.
Players closing for gambling-related reasons should register with BetStop before or immediately after — details are on the Responsible Gambling page.
Complaints
Written complaints submitted by email receive a written response within two business days. Unresolved disputes escalate through the Curacao licensor process. The procedure and timeframes are in the Terms and Conditions.
What The Pokies Will Not Do
- Release account details to anyone other than the registered account holder
- Move funds to an unverified payment method
- Discuss details of any other player's account
18+ only. If gambling is becoming a problem, call Gambling Help Online on 1800 858 858. Full self-exclusion options are on the Responsible Gambling page.