Get in Touch with the ThePokies Team
Support Channels at a Glance
ThePokies Casino offers two dedicated support channels: live chat for immediate assistance and email for queries that require documentation or a written record. Both are staffed by the same trained team. There is no phone support line.
| Channel | Availability | Typical Response Time | Best For |
|---|---|---|---|
| Live Chat | 24/7, 365 days a year | Under 5 minutes | Urgent issues, login problems, payment status |
| 24/7 (monitored continuously) | Within 24 hours | KYC documents, formal disputes, account changes |
Live Chat: The Fastest Route to Help
Our live chat is the primary support channel and the one we recommend for any time-sensitive query. Access it by clicking the chat icon in the bottom-right corner of any page on casino-thepokies.com, including from mobile. A support agent will connect with you in real time, typically within a few minutes regardless of the time of day or day of the week.
Live chat is the right choice for login issues, deposit confirmation queries, bonus activation questions, withdrawal status checks, and any problem requiring an immediate resolution.
Email: For Detailed and Documented Queries
For inquiries that involve uploading documents or that you want a written record of, use email at [email protected]. Our team monitors this inbox continuously and targets a response within 24 hours. Email is the correct channel for KYC identity verification document submission, formal dispute submissions, requests to update sensitive account details and responsible gaming tool requests such as self-exclusion.
When emailing, include your registered email address, your account username and a clear subject line. For example: “Withdrawal Delay - Account [your username] - [date]”. This helps our team locate your account and action the request faster.
Common Reasons Players Contact Us
Most contacts we receive fall into four categories. Verification and KYC: providing identity documents (passport or driver’s licence) before a first withdrawal, or responding to an enhanced due diligence request for high-value accounts. Payment queries: deposit confirmation, withdrawal timeframes and bank transfer reference numbers. Bonus activation: confirming that a daily reload or the welcome match has been applied correctly. Technical support: login problems, game loading issues or PWA installation help on iOS 13+ and Android.
What to Have Ready Before Contacting Support
To get a faster resolution, have the following ready before opening a live chat or sending an email: your registered email address, a description of the issue including the date and time it occurred, any transaction IDs or reference numbers from the cashier, and screenshots where relevant. For KYC queries, have your passport or Australian driver’s licence available in digital format.
Responsible Gambling Support
If your query relates to responsible gambling tools such as deposit limits, time-outs or self-exclusion, our team can activate or adjust these through live chat immediately. Tightening a limit is always instant. Indefinite self-exclusion requests take up to 7 days to process fully. During any exclusion period, your account and any active bonuses are suspended.
Escalation and Dispute Resolution
If a live chat or email response does not resolve your issue, you may submit a formal complaint by email to [email protected] with the subject line “Formal Complaint”. We acknowledge formal complaints within 48 hours and aim to resolve them within 14 days. If the resolution remains unsatisfactory, you have the right to escalate the matter to the Curacao Gaming Authority, the body that issued our Licence No. 1688/JAZ.