Contact us
Support runs 24/7 on live chat and email. Write from the address on the account if the request is about a login, a withdrawal or a closure. The mailbox below updates to the domain you opened.
For the brand overview, lobby, banking and sister-site list, go back to the The Pokies homepage.
How to reach us
| Channel | When to use it | Detail |
|---|---|---|
| Live chat | Fast questions, a stuck cashier, a bonus that will not forfeit | Inside the logged-in lobby, around the clock |
| Account closure, KYC papers, a complaint you want in writing | [email protected] |
There is no phone line for this brand. Gambling harm numbers are on Responsible gambling — those are independent, not our helpdesk.
Write to us
Use the form for a written request. It opens a message to the support address for this domain. Attach KYC files in the email window if you need to send documents.
What to put in the first message
One email or chat thread is easier to escalate than three fragments. Include:
- the registered name and the email on the account
- the numbered URL you are on, if a mirror will not load
- date and time, with your timezone
- game name or transaction ID for a cashier dispute
- what you want done — answer, withdrawal check, or close the account
Example. “Account [email protected], withdrawal 18 Aug 2026 21:40 AEST, reference 8F2C, still pending after KYC. Please confirm the queue or tell me what document is missing.”
Closing the account
Send the request from the email on the file, not from a new address. Ask for written confirmation. Say clearly that you want the account closed, not paused.
- If a bonus is locking the cashier, say whether you want it forfeited first.
- Real-money funds that pass KYC and are not bonus-locked are paid out under the Terms & conditions.
- A new numbered URL is the same account. Logging in there after a close request is not a fresh start.
BetStop does not switch this offshore login off. Use BetStop for licensed Australian operators and write to us for this one. Both steps are on the responsible-gambling page.
Withdrawals and KYC
Before we can pay, the file usually needs photo ID and proof of address. Higher-risk cases can also need a selfie with the ID and source-of-funds. Daily cash-out is $9,000 unless we have agreed another cap.
Do not attach password screenshots. Do send readable copies of the documents we asked for, with the same name as the account. A utility bill in a flatmate’s name will not clear the check.
Complaints
Start on chat or email. If the first answer is not enough, reply in the same thread and ask for the complaint to be escalated. Keep the timestamps and IDs.
Disputes are handled under Curaçao law (licence 1688/JAZ). There is no AFCA path for this brand.
What we will not do
- give you a method to win money back
- unlock a bonus so you can withdraw without forfeiting or finishing the 30×
- discuss someone else’s account with you
- take instructions from a third-party email that is not on the file