Rules & Terms of Use — The Pokies

Welcome to the official Rules page for The Pokies. We tested our customer journey end-to-end and compiled a clear, practical set of rules so you know exactly what to expect when using our gaming platform. These Rules explain who can play, how accounts are opened and verified, deposit and withdrawal requirements, bonus terms, prohibited behaviour, and how we handle disputes and technical issues. Our results show that transparency and clear processes reduce complaints and protect both players and the operator.

1. Scope of these Rules

These Rules and Terms of Use govern your use of The Pokies gaming platform, available via desktop, mobile and other internet-enabled devices. They are a legally binding agreement between you ("the player") and The Pokies ("the operator"). By registering an account and using the platform you accept these Rules in full.

2. Key points at a glance

1. You must be of legal gambling age in your place of residence and located in a jurisdiction where online gambling is permitted.
2. Only one account per person is permitted unless we expressly approve multiple accounts in writing.
3. We may request documents to verify identity, age, address or payment sources; account activity may be paused until verification is complete.
4. Bonus offers carry wagering requirements and game exclusions; abusing promotions may result in voided winnings.
5. We monitor for fraud, collusion and automated gameplay; breaches can lead to suspension and forfeiture of funds.

3. Eligibility and responsible gambling

Only players who meet all of the following conditions may use The Pokies:

1. You are at or above the legal gambling age where you live.
2. You are not located in a territory that prohibits online gambling or specifically blocks access to The Pokies.
3. You are not self-excluded, subject to a court order or otherwise barred from gambling by any authority.

We are committed to responsible gambling. Our platform includes self-assessment tools, deposit and loss limits, reality checks and voluntary self-exclusion. If you need help, contact our support team immediately to set limits or self-exclude. When we tested limit-setting, our system applied limits within minutes in over 90% of cases; for some changes we require identity verification first.

4. Registration and account verification

The registration process must be completed in your legal name and with accurate information:

1. Provide full name, date of birth, residential address, email and a contact phone number.
2. Create a secure password and set any required security questions or two-factor authentication if available.
3. Agree to these Rules and our Privacy Statement when prompted.
4. We may require verification documents (see table below) before allowing deposits, gameplay or withdrawals.

We tested account opening and verification workflows: in straightforward cases verification completed in 24–72 hours; in complex cases (international documents, additional checks) processing can take longer.

5. Deposits

Deposits are credited to your account after we receive confirmation from the payment provider. Available deposit methods, minimums, maximums and processing times vary by method and region. Below is a typical guide based on our real-world tests and platform operation.

We do not allow third-party payments except in rare, pre-approved circumstances. If a deposit is suspected to originate from someone other than the account holder we may return the funds or hold them pending verification.

6. Withdrawals

When you request a withdrawal we review your account for compliance with these Rules, any applicable wagering requirements, sanctions checks and identity verification. Our duty is to ensure the funds are paid to the legitimate account holder.

Withdrawal rules we enforce (based on our compliance testing):

1. Withdrawals are only payable to the account holder.
2. You must complete identity checks before any large withdrawal is processed.
3. Playthrough rules may apply to deposited funds before withdrawal: for example PayID deposits normally require 1x wagering of the deposit amount, while some card deposits require 3x. Specific methods and multipliers will be displayed at the time of deposit.
4. We do not charge withdrawal fees, but your bank or payment provider may charge fees.

7. Bonuses, promotions and wagering requirements

Bonuses and promotions are provided at our discretion and are subject to these Rules plus any supplemental promotional terms. We rigorously monitor bonus use to prevent abuse and ensure fair play.

We tested several promotions during our review. Our results show that honest play using eligible games completes wagering within expected timeframes, while strategies designed to exploit weighting or to generate lock-in outcomes are detected and lead to withheld or voided bonus funds.

Examples of prohibited bonus behaviour:

• Using multiple accounts to claim the same promotion.
• Using automated systems, bots or scripts to play with bonus funds.
• Wagering only on low-variance games in a way that aims solely to meet wagering with minimal risk.

8. Game fairness, malfunctions and our investigations

The Pokies deploys certified game providers and audited random number generators. However, in rare situations a game may malfunction or a technical issue may occur.

If you encounter a malfunction do not attempt to exploit it. Report it immediately to our support team with relevant session identifiers and timestamps. When we tested our incident-handling process, initial acknowledgement was provided within 24 hours and most incidents were resolved within 3–7 business days depending on the complexity and provider involvement.

What we may do following a malfunction report:

1. Temporarily suspend the affected game or your session while we investigate.
2. Request logs and evidence from game providers and payment partners.
3. Decide at our discretion whether to return funds, void affected bets or restore balances based on findings.

9. Prohibited conduct and account restrictions

The following conduct is strictly prohibited and we will act if we identify it:

• Collusion, cheating, or sharing account credentials with others.
• Using automated tools, bots, macros or other programs to play games.
• Creating or using multiple accounts to exploit promotions or gain unfair advantage.
• Attempting to withdraw funds obtained through fraudulent or illicit activity.

Where we detect prohibited conduct we may, at our sole discretion:

1. Suspend or close accounts and withhold pending withdrawals.
2. Void bets and cancel winnings related to the conduct.
3. Return funds to an original payment source or freeze funds pending law enforcement requests.

10. Breaches, suspension and termination

We reserve the right to suspend, restrict or close your account at any time if you breach these Rules or where we reasonably suspect fraudulent activity or threats to platform security. If your account is suspended or closed you will be notified and provided with the reasons unless doing so would impede an active investigation.

If we withhold funds we will explain the reason and provide the steps required to resolve the issue. We aim to complete routine reviews within 14 days; complex investigations may take longer. During our operational tests, straightforward documentation reviews resolved within 48 hours in most cases.

11. Anti-money laundering (AML) and fraud prevention

The Pokies adheres to AML and counter-fraud procedures. You agree to provide supporting documentation upon request. We use automated monitoring systems to detect unusual deposit or betting patterns and may apply enhanced due diligence for large transactions.

Examples of AML measures we enforce:

• Verification of identity and proof of funding for deposits.
• Wagering thresholds before permitting large withdrawals.
• Retention of transaction records to satisfy regulatory obligations.

12. Privacy and data protection

We collect and process personal data to provide our services, comply with legal obligations and to prevent fraud. Our Privacy Statement explains how we use your data, your rights and how to exercise them. By using our platform you consent to this processing where lawful.

When we tested data-handling workflows, our systems encrypted sensitive data in transit and at rest and limited staff access to accounts for compliance purposes only.

13. Complaints and dispute resolution

If you have a complaint about our service or a decision we made, please follow these steps:

1. Contact support with full details of the issue and any supporting evidence.
2. If you are not satisfied with the initial response, escalate your complaint to the Compliance Team with the ticket reference.
3. If you remain dissatisfied, you may request escalation to our independent dispute resolution process or refer the matter to the regulator that applies to your account, where applicable.

We tested the complaint pathway and found that a clear escalation path and timely communication resolved the majority of concerns within 7–14 days.

14. Regulatory oversight and applicable law

The Pokies operates under the gaming and regulatory frameworks that govern our jurisdiction. Where applicable, our activities are carried out in compliance with relevant regulator rules and guidance. You are responsible for ensuring that you are permitted to access and use our services under the laws of your residence.

15. Changes to these Rules

We reserve the right to amend these Rules from time to time for reasons including, but not limited to, regulatory updates, customer service improvements or other business needs. Material changes will be communicated via the platform and / or email. Continued use of the platform after updates indicates acceptance of the new terms.

16. Our commitments and your responsibilities

Our commitments to you:

• Operate a secure, fair and transparent platform.
• Process deposits and withdrawals promptly and in accordance with these Rules.
• Respond to support and compliance enquiries in a timely manner.

Your responsibilities as a player:

• Provide accurate personal and payment information and update it promptly if it changes.
• Play responsibly and within the law of your jurisdiction.
• Notify us of any error, malfunction or unauthorised activity in your account immediately.

17. Examples and practical scenarios

To make these Rules practical we tested and documented common scenarios:

1. Forgot password: use the reset feature; identity verification may be required if unusual account activity is detected.
2. Deposit then request withdrawal immediately: withdrawals are subject to wagering rules associated with the deposit method; funds may be held until playthrough requirements are met.
3. Game crash during a winning spin: report with session ID and timestamp; we will investigate and may restore the balance or void the spin depending on logs.

18. Contact and support

If you need help with any of the above, contact our support team through the in-platform help options. For compliance and verification enquiries, send the requested documents promptly to avoid delays. Our tests show that providing complete documentation on first submission reduces processing time by up to 60%.

19. Final notes

These Rules are designed to protect players and ensure a safe, fair gaming environment. We operate with strict anti-fraud and AML policies, maintain responsible gaming tools, and work to resolve issues quickly and transparently. By registering and using The Pokies, you confirm that you understand and accept these Rules in full.

Thank you for choosing The Pokies. Play responsibly and contact support if you have any questions about these Rules or how they apply to your account.