Contact Us
The pokies casino support team is available around the clock on live chat and email. Account-specific requests — withdrawal holds, KYC submissions, bonus disputes or account closure — should come from the email address registered on the account so queries can be matched without delay.
For the full platform overview including games, PayID banking and the numbered mirror network, return to the The Pokies Casino homepage.
Support Channels
| Channel | Best For | Availability |
|---|---|---|
| Live Chat | Quick answers, cashier issues, mirror access | 24/7, inside the logged-in lobby |
| Documents, complaints, account closure | support@the-pokies-casinos.website |
No phone support is available. Independent gambling harm services are listed 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.
Writing to Us: What to Include
A single message with full details resolves faster than multiple follow-ups. Before sending, include:
- Your registered name and account email address
- The mirror address you are currently using
- For cashier issues: transaction ID, date, time and timezone
- For bonus queries: the promotion name and date claimed
- The specific outcome you need — a check, an approval or a closure
KYC and Withdrawal Holds
First withdrawals at the pokies casino require identity verification before processing. If a cashout is pending, submit the following by email:
- Photo ID — passport or driver's licence
- A selfie holding the ID
- Proof of address — utility bill or bank statement within three months
Once KYC is approved, subsequent withdrawals on the same method do not require re-submission. Withdrawal timeframes and limits are detailed on the Terms and Conditions page.
Closing an Account
Send a closure request from the registered email with "Account closure" in the subject line. Requests are processed within one business day. All cleared funds are paid out before closure finalises.
Players closing for gambling-related reasons should review the self-exclusion options on the Responsible Gambling page, including registration with BetStop.
Complaints
Written complaints receive a written response within two business days. Include the account email, a clear description of the issue and the resolution requested. Unresolved complaints escalate through the Curacao licensor process. The full procedure is in the Terms and Conditions.
What We Will Not Do
- Release account information to anyone other than the registered account holder
- Transfer a withdrawal to a payment method not previously used on the account without additional verification
- Discuss the details of another player's account
18+ only. For gambling harm support, contact Gambling Help Online on 1800 858 858 or visit the Responsible Gambling page.