Questions and Answers

This page explains how The Pokies works, what you can expect from us, and what we expect from players. It covers responsible gambling tools, account rules, privacy practices, and how we keep play fair and secure.

Responsible Gambling

Gambling should be entertainment, not a way to make money. If you feel it is becoming a problem, help is available.

You can set these limits in your account settings at any time: - Deposit limits: Cap how much you can add over 24 hours, 7 days or 30 days. - Loss limits: Set a maximum amount you can lose in a given period. - Session time limits: Decide how long you can play in one sitting. - Reality checks: Get a pop-up reminder after a set number of minutes played. - Cooling-off periods: Pause your account for 24 hours, 7 days or 30 days. - Self-exclusion: Lock your account for a longer period (minimum six months).

New or reduced limits take effect right away. If you raise a limit, the change will not apply until after a 24-hour waiting period.

Warning signs include chasing losses, lying about gambling, spending more than you can afford, or feeling restless when not playing. None of this means you are weak. It means it might be time to talk to someone.

Free and confidential support is offered by Gambling Help Online and state-based services like Gambler’s Help in Victoria or NSW Gambling Help. These services do not judge. They listen and offer practical steps.

Accounts are for people aged 18 and over only. We check age during registration. If you share a device with under-18s, consider using parental control software like Net Nanny or built-in device restrictions to block access.

Terms and Account Rules

You must be at least 18 years old, live in a place where online gambling is legal, and hold only one account with us.

We verify your identity before processing your first withdrawal. This is standard practice across licensed operators and helps stop fraud and money laundering. Have a government-issued ID and proof of address ready.

Bonuses come with conditions. Most have wagering requirements. Meaning you must bet the bonus amount a certain number of times before cashing out. Not all games count equally toward these requirements. Bonuses also expire if unused and may cap how much you can withdraw from winnings. Trying to abuse bonuses, like opening multiple accounts, will void your offers.

Inactive accounts (no logins for 12 months) may be closed. We’ll email you before this happens.

Fair play matters. Using bots, colluding with others, or disputing legitimate charges through your bank (chargebacks) breaks our rules. Such actions can lead to account suspension.

If you have a complaint, contact our support team first. If it isn’t resolved within 10 business days, you can escalate it to your state or territory gaming regulator.

We may update our terms. When we do, we’ll post a notice on the website and, for major changes, email you directly.

Privacy and Data Use

We collect several types of data: - Identity and contact details (name, email, phone) to run your account. - Payment information (card or e-wallet details) to process deposits and withdrawals. - Technical data (IP address, device type, browsing behaviour) to improve site performance and prevent fraud.

We process this data because it is necessary to provide our service, meet legal obligations (like anti-money laundering laws), or protect our legitimate interests (such as security).

We share data only with payment processors, identity verification partners, and regulators. Never for sale or marketing to third parties.

Records are kept for five years after account closure, as required by law.

You have rights under Australian privacy law: to see your data, correct errors, ask for deletion (where allowed), move your data elsewhere, or object to certain uses. Email our privacy contact to exercise these rights.

Our site uses cookies: - Essential cookies keep you logged in and secure. - Analytics cookies help us understand site traffic (anonymous and aggregated). - Marketing cookies show relevant ads (you can opt out via your browser settings).

All data sent between your device and our servers is encrypted. Staff access to personal data is strictly limited and logged.

Licensing and Fair Play

The Pokies operates under a valid licence issued by a recognised gaming authority. This means our games are tested for fairness, our systems are audited regularly, and we follow strict rules on player protection.

All game outcomes use certified random number generators. Return-to-player (RTP) percentages are published for each game and verified by independent labs.

We do not allow cheating, collusion, or automated play. Accounts showing suspicious patterns may be reviewed, and funds withheld pending investigation.

If you believe a game result is incorrect, contact support with the game name, time, and transaction ID. We will investigate and respond within three business days.