Welcome to the official support guide for The Pokies. We tested the customer service channels personally and compiled step-by-step advice, real response-time observations and solutions to the most common issues Australian players face. If you need fast help or want to understand how our support works, this page will get you the answers and next steps.
We recommend starting with live chat for immediate problems and using email for issues that require attachments or detailed case tracking. Phone support is available for urgent account or payment matters that cannot be resolved via chat.
| Contact Method | Typical Response Time | Best For |
|---|---|---|
| Live Chat | ~90 seconds (we tested off-peak and peak hours) | Immediate account queries, technical help, bonus questions |
| 6–24 hours depending on case complexity | Document uploads, formal disputes, detailed case notes | |
| Phone callback | 10–60 minutes during business hours | Urgent payment or identity verification issues |
Providing clear, complete information speeds up resolution. When you contact us or our team, include the following:
To comply with regulations and protect players, The Pokies may request identity documents during account verification or suspicious activity reviews. In our tests the process was straightforward when documents were clear and complete.
Withdrawal times depend on the method you choose. We carried out a sample withdrawal to the following methods and recorded the timelines below.
| Method | Typical Processing Time (after approval) |
|---|---|
| PayID / Fast Transfers | Same day to 24 hours |
| E-wallets (e.g. Skrill, Neteller) | Instant to 24 hours |
| Cards (Visa / Mastercard) | 1–3 business days |
| Bank transfer | 1–5 business days |
Our results show that once a withdrawal is approved, e-wallets and PayID are the fastest. Delays usually occur during verification or when the payment provider implements extra checks.
We documented the most frequent issues players report and the practical fixes that resolved them in our tests.
If chat or first-line email does not resolve your issue, we test and recommend this escalation path:
The Pokies provides an array of responsible gambling features; we tested limits and self-exclusion and found the tools easy to access and effective in restricting play.
Yes. Live chat is available 24 hours a day. Email responses vary by case complexity but are typically handled within 6–24 hours.
Upload documents via your account verification area or send them to [email protected] if instructed by an agent. We advise sending clear scans or photos and including your account email in the message.
Yes, PayID is supported for Australian players and is one of the quickest withdrawal options. Processing time after approval is normally same day to 24 hours.
Collect your bank or payment reference and contact live chat with the timestamp and amount. We found chat agents can trace most deposits within minutes when given the reference.
Withdrawal times depend on the method. E-wallets and PayID are fastest; cards and bank transfers take longer. See the withdrawal table above for typical timelines.
To help you reach support quickly, use the template below when emailing or starting a chat. Including these details speeds up resolution.
We tested The Pokies’ support channels across different hours and scenarios: login help, deposit tracing, bonus enquiries and a real withdrawal. Our results show the support team is responsive, professional and able to escalate complex cases effectively. We write from direct experience and aim to give you clear steps so you can resolve most issues quickly.
If you still need help, open live chat in your account area or email [email protected]. Our team is available around the clock to assist Australian players with fast, practical solutions.
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