Contact Us
Support at the pokies casino runs around the clock on live chat and email. For account-specific requests — a withdrawal query, a KYC document submission or an account closure — write from the email address registered on the account.
For information on the game lobby, banking options, bonus terms and the numbered mirror network, return to the The Pokies Casino homepage.
How to Reach Us
| Channel | When to Use | Detail |
|---|---|---|
| Live Chat | Fast queries, cashier issues, bonus questions | Inside the logged-in lobby, 24/7 |
| KYC documents, complaints, account closure | support@the--pokies.website |
There is no phone line. Gambling support numbers are listed on the Responsible Gambling page — those are independent services, not our helpdesk.
Write to us
Use the form for a written request. It opens a message to the support address for this domain.
What to Include in Your First Message
One thread is easier to resolve than three separate messages. Include the following:
- The registered name and email address on the account
- The numbered mirror URL you are currently using if a specific address is not loading
- Date, time and timezone for any cashier or game dispute
- Transaction ID or game name for withdrawal and bonus queries
- What outcome you are looking for — a check, a release or a closure
Withdrawals and KYC
If a withdrawal is held pending verification, attach the following documents directly to the email:
- Government-issued photo ID (passport or driver's licence)
- A selfie holding the ID
- A utility bill or bank statement dated within three months
After initial KYC clears, repeat withdrawals on the same method process without re-verification. For full withdrawal conditions see the Terms and Conditions page.
Account Closure
To close an account permanently, send a closure request from the registered email address with "Close my account" in the subject line. The team processes closure requests within one business day. All pending withdrawals are paid before closure completes.
If the reason for closure is gambling-related, the Responsible Gambling page covers self-exclusion options including BetStop, Australia's national register.
Complaints
Complaints submitted in writing receive a written response. Include the account email, a description of the issue and the outcome requested. If the complaint cannot be resolved internally, it escalates through the Curacao licensor dispute process. Full complaint procedure is in the Terms and Conditions.
What We Will Not Do
- Share account information with a third party without written consent from the account holder
- Process a withdrawal to a method not used for deposit without additional verification
- Discuss another player's account details under any circumstances
18+ only. If gambling is causing harm, contact Gambling Help Online on 1800 858 858 or visit our Responsible Gambling page.