Rules — The Pokies

Welcome to the official Rules page for The Pokies. These rules set out the terms and conditions that apply to your use of our gaming platform and explain how we operate, how we protect players, and how disputes are handled. We tested our processes during development and ongoing operations; our results show that clear, consistent rules reduce disputes and improve player security. By registering with The Pokies you agree to these rules in full.

General information

Company details and scope: The Pokies operates under company registration number 3-102-841524. Our registered location is 200 meters north and 50 meters east of the North American Cultural Center, Barrio Dent, San Jose. We began operating in 2021 and offer online gaming services across internet-enabled devices including desktop and mobile platforms. We apply robust operational controls and comply with applicable laws and regulatory requirements. Where local licensing and oversight apply, we meet those obligations and adapt our controls accordingly.

These rules are a legally binding contract between you ("the player") and The Pokies ("we", "us", "our"). They come into effect when you complete account registration. Please read them carefully. If you do not accept any part of these rules, you must not register or must stop using our services immediately.

Changes to the Rules

We may update these rules from time to time to reflect legal, regulatory, or operational changes. When we revise these rules we will publish the updated version on this page and will indicate the effective date. It is your responsibility to review the rules regularly; continued use of the platform after changes means you accept the revised terms.

Using The Pokies — Eligibility and player responsibilities

1. Age and local law compliance: You may use The Pokies only if you are of legal gambling age in the jurisdiction where you normally reside and where participation is lawful. You are solely responsible for determining whether you may lawfully access and use our services from your location.
2. Proof of age and identity: We reserve the right to request documentation to verify age and identity at any time. If you cannot provide valid proof when requested, we may suspend access or close your account.
3. Single-account requirement: Only one account per player is permitted unless explicitly approved by us in writing. Creating duplicate or multiple accounts to exploit promotions or processes may result in account suspension and loss of winnings.
4. Accurate information: Your account must be registered in your legal name and contain accurate, complete personal information. Intentionally providing false information is grounds for account suspension and forfeiture of funds.
5. Personal, non-professional play only: You must use our games for entertainment purposes only. Operating as a professional, syndicate, or on behalf of others without our prior written consent is prohibited.
6. Prohibited conduct: Collusion, the use of bots, automated programs, scripts or any device to manipulate gameplay or outcomes is strictly forbidden. We will void winnings and may refer matters for criminal prosecution where fraud is suspected.
7. Duplicate funding: Only one account per credit/debit card number is permitted. Attempts to fund multiple accounts with the same card may lead to suspension and cancellation of winnings.
8. Bonus abuse: Abusive behaviour intended to exploit bonuses or promotions (including use of multiple accounts, collusion, or prohibited strategies) may result in cancellation of bonuses and any associated winnings.

Opening your account

When opening an account we will collect personal information such as your full name, date of birth, contact details, and payment details. These details must be accurate. During registration we may carry out eligibility checks and screen against responsible gambling and anti-fraud databases.

We tested our identity verification procedures during platform development and our results show that timely verification reduces payment friction and protects both players and the business. You may be required to provide:

• Government-issued photo ID (passport, driver licence, national ID)
• Proof of address (utility bill, bank statement not older than 3 months)
• Payment method evidence (photo of card, bank statement, or payment service verification)

Verification review times vary depending on document quality and workload. We may restrict account activity until verification completes. Failure to provide requested documents within a reasonable time may result in account suspension or closure.

Deposits — how funds arrive in your account

Deposits are applied to your account once we receive confirmation that funds have been transferred to us. Processing times depend on the method used and the originating financial institution. We accept a range of payment methods where permitted and will list the available options in your account area.

• Deposit limits: Your account may have minimum and maximum deposit amounts which you can find in the payment methods section of our site.
• Payment method ownership: You must use payment methods in your name. Using third-party cards or wallets without prior approval is prohibited and may lead to the return of funds and account suspension.
• Documentation and monitoring: We may ask for evidence about deposits and transaction origin for anti-money laundering (AML) and fraud prevention purposes.

Deposit processing—what to expect

Withdrawals — our commitments and your responsibilities

We endeavour to process withdrawals quickly. Withdrawals are subject to verification checks and playthrough requirements where applicable. Once we process a withdrawal, the time it takes for funds to reach your financial institution is outside our direct control.

To prevent fraud and money laundering we apply the following withdrawal conditions (these are examples based on how we operate):

• Playthrough requirements: Deposited amounts may need to be wagered a minimum number of times before withdrawal. For example, PayID deposits typically require 1x playthrough and Credit Card deposits typically require 3x playthrough.
• No withdrawal fees from us: We do not charge withdrawal fees, but your bank or payment provider may apply charges.
• Identity verification: Prior to paying out a withdrawal we may require full KYC documentation; we may hold funds until verification completes.
• Rejected withdrawals: If your financial institution rejects a withdrawal and the funds are returned to us, we will contact you to provide an alternative method.

Withdrawal processing timeline — typical expectations

Bonuses, promotions and wagering requirements

Bonuses and promotions are subject to specific terms that are published with each offer. General rules that apply to all bonuses are:

• Eligibility: Only players who meet the eligibility criteria specified in the promotion may participate.
• Wagering requirements: Bonuses often carry wagering (playthrough) requirements—these must be met before withdrawing bonus-related funds. Games may contribute differently to wagering requirements; contribution levels are published with each offer.
• Eligible games: Some bonuses apply only to specified games. Playing excluded games with bonus funds may void the bonus and associated winnings.
• Abuse and prohibited strategies: Using gameplay strategies designed to minimise risk while meeting wagering requirements (for example, hedging, low variance arbitrage between games) when done purely to extract bonus value is prohibited. We will cancel winnings if there is sufficient evidence of abuse.

We tested a number of bonus scenarios to ensure that the rules are enforceable and fair. Our results show that clear game contribution tables and transparent wagering calculations reduce misunderstandings and disputes.

Game play, fairness and malfunctions

All games on The Pokies use certified random number generators (RNGs) or other industry-standard fairness mechanisms. We work with independent auditors and suppliers to ensure fairness and to monitor payout performance. Game returns (RTP) are established by the game provider and may vary by title.

Game malfunction policy: In the event of a technical malfunction (for example, a software fault, erroneous paytable or payout, server error, or interruption) you must not attempt to take advantage of the situation. If a game malfunctions and results in incorrect outcomes or any loss of funds, we will investigate. Our investigation may take time, during which we may suspend related activity and freeze affected balances. We will correct obvious errors and may void wagers and payouts that are the result of a malfunction.

Examples of malfunction outcomes and typical resolutions:

• Incorrect payout displayed due to UI error: We will validate against game server records and correct any discrepancies.
• Game crash while a round is in progress: We will use server logs to determine the state of play and act in accordance with supplier policies, which may include refunding the stake or replaying the spin.
• Abnormally high win caused by exploit: Winnings may be voided and accounts investigated for collusion or misuse.

Security, data protection and privacy

We take the security of your data and funds seriously. We use industry-standard security measures to protect account information and financial data. Personal data is processed in accordance with our Privacy Policy and applicable data protection laws. We retain the right to share information with law enforcement or regulatory bodies where required by law or to prevent fraud.

Examples of security measures we implement:

• Encrypted connections for data in transit
• Secure storage of sensitive information
• Strict access controls and audit logging
• Regular internal and external security assessments

Breaches, suspension and account termination

If we have reasonable grounds to suspect you have breached these rules we may take one or more of the following actions at our discretion:

• Temporarily suspend account access pending investigation
• Confiscate or withhold funds where fraud or abuse is reasonably suspected
• Close and permanently ban the account
• Reverse or void suspicious bets and associated winnings
• Refer matters to law enforcement or regulatory authorities where criminal activity is suspected

We tested our investigations workflow and our results show that comprehensive logging and rapid customer contact significantly reduces resolution time. If your account is suspended you will be notified with the reason for action and provided with instructions about how to appeal or provide requested documentation.

Dispute resolution and complaints

If you disagree with a decision we make you should contact customer support and provide relevant details and evidence (account ID, screenshots, transaction IDs and a clear description). We will acknowledge your complaint promptly and investigate. Our internal resolution process includes escalation to specialist teams and, if necessary, an independent review of supplier logs and transaction records.

Typical dispute process and timelines:

Responsible gambling

We promote safe play. During our internal reviews we tested several responsible gambling tools and found they are effective at helping players self-regulate. We provide the following options to help you control your play:

• Deposit limits — set daily, weekly or monthly caps
• Loss limits — cap how much you can lose over a period
• Session time reminders and automatic logouts
• Self-exclusion — temporary or permanent exclusion from the platform
• Cooling-off periods — short-term breaks to prevent impulsive play

If you believe you have a gambling problem we encourage you to use our self-help tools and to seek professional support. In Australia, services such as Gambling Help Online and Gamblers Anonymous can offer assistance. We will also provide you with responsible gambling resources and contact points when requested.

Legal and regulatory matters

These rules are governed by the legal framework applicable to our operations and by the laws that apply where you access the service. We comply with anti-money laundering, counter-terrorism financing and other legal obligations. Where required by law we will cooperate with regulators and law enforcement agencies.

If any provision of these rules is found to be unenforceable, the remaining provisions will continue to apply.

How we handle unusual scenarios — examples from our testing and operations

Over time we have encountered situations that are not always covered explicitly in short terms. Below are examples of how we apply these rules based on our operational testing and experience.

• Chargebacks: If a chargeback is initiated on a deposit we will investigate the transaction. If the chargeback is upheld we will freeze the account and reverse any winnings until the matter resolves.
• Third-party funding: If you deposit funds from a third party without prior approval, we will return those funds and may suspend your account pending clarification.
• Multiple jurisdictions: If a player moves to a jurisdiction where access is prohibited, we may restrict access and process withdrawals in accordance with applicable law.
• Game provider disputes: Where disagreement arises about a game outcome, we will rely on provider server records and independent audits to determine the correct outcome.

Key rules at a glance

Contacting us and making a complaint

To raise an issue or complaint, please contact customer support via the contact options in your account area. When contacting us, include your account ID, the nature of the issue, and any supporting evidence (transaction IDs, screenshots, dates and times). We will acknowledge receipt and provide an estimated timeline for resolution. If you remain dissatisfied after our internal review, information on escalation and independent review options will be provided where available.

Final remarks

These rules are intended to protect both players and The Pokies by ensuring fairness, compliance, and transparency. We continuously review and test our policies and systems; our results show that clear rules, timely verification and responsive support produce better outcomes for players. If you have any questions about these rules or need assistance, please contact our support team through the platform.

By using The Pokies you confirm that you have read, understood and accepted these rules and agree to comply with them. Thank you for choosing The Pokies — play responsibly.