Welcome to the official Rules page for The Pokies. We tested our onboarding, deposit and withdrawal processes and audited gameplay scenarios so this page reflects how the platform operates in practice and in law. These rules are legally binding between you (the player) and us (the operator). They explain who we are, how to use our service responsibly, how we process deposits and withdrawals, and what to expect during disputes, verification checks and potential account actions.
Our company was established in 2021 and operates from Costa Rica. The Company registration number is 3-102-841524 and our registered location is 200 meters north and 50 meters east of the North American Cultural Center, Barrio Dent, San Jose. We operate The Pokies gaming platform and provide games and sports betting via internet-enabled desktop and mobile devices. Our activities follow recognised industry standards and are aligned with regulatory frameworks such as PAGCOR. We continuously update our systems and controls based on best practice and regulatory guidance.
By registering an account with The Pokies you confirm that you have read, understood and accepted these rules in full. If you disagree with any part of these rules, you must stop using The Pokies immediately.
These rules apply to all users of The Pokies platform. They take effect when you complete the registration process and create an account. We reserve the right to amend these rules at any time in order to comply with regulatory changes, improve customer service, address security incidents or for other reasonable business purposes. We will notify players of material changes where required by applicable law.
We regularly test gameplay, wallet transactions and security controls. Our results show consistent, auditable outcomes across game providers and payment partners. When we performed independent play-through checks and withdrawal simulations, standard processing times and verification steps matched what we outline in these Rules. This testing informs our procedures on deposits, verification and dispute resolution so that we can act quickly and fairly when issues occur.
When you open an account with The Pokies you must provide accurate personal details including your full name, date of birth, contact details and residential information. We will ask for supporting documentation when required to comply with Know Your Customer (KYC) and anti-money laundering (AML) laws.
Typical documents we may request include:
| Type of Document | Examples | When Required |
|---|---|---|
| Proof of Identity | Passport, national ID card, driver licence | At registration or before first withdrawal |
| Proof of Address | Utility bill, bank statement (dated within 3 months) | When requested for verification or high-value transactions |
| Proof of Payment | Screenshot of e-wallet, front of card (masked), bank statement | When deposits are made using third-party instruments or for certain withdrawal methods |
We tested our KYC workflow and found that most straightforward verifications are completed in under 48 hours when full documentation is supplied. Complex cases or documents requiring translation may take longer.
We publish the terms for each bonus and promotion at the time of offer. We tested several promotions and observed the following practical rules that apply broadly:
Deposit methods and limits are shown in your account. Common methods include PayID, credit/debit cards and e-wallets. Our typical deposit rules are:
We aim to process withdrawal requests promptly, however the time needed depends on verification status, payment method and banking partners. Our operational tests show typical timelines as follows:
| Payment Method | Typical Processing Time (after approval) | Notes |
|---|---|---|
| PayID | Same business day to 24 hours | PayID requires 1x play-through of deposit amount before withdrawal |
| Credit/Debit Card | 3–7 business days | Credit card withdrawals require 3x play-through of deposited amounts |
| E-wallets | Instant to 24 hours | Often fastest when KYC complete |
| Bank Transfer | 2–5 business days | Depends on beneficiary bank |
Important withdrawal principles we enforce:
To comply with AML controls and promotional fairness, play-through rules apply. Examples we tested in practice:
Our tests show that understanding these multipliers upfront prevents delays and disputes at payout time.
In the event of game malfunctions, technical errors or provider issues that impact bets or balances, you must not attempt to exploit the situation. We will investigate any incident thoroughly and coordinate with game providers and payment partners to resolve outcomes fairly.
We treat your personal information securely and in accordance with applicable privacy laws. Our security controls, tested regularly by internal and external teams, include encryption of sensitive data, secure authentication and robust access controls.
We limit data access to personnel who require it to perform their duties. We will never sell your personal data to third parties for marketing. We may share necessary information with payment processors, game providers and regulatory authorities where required by law or to investigate fraud or disputes.
Responsible play is central to how we operate. We provide tools and controls to help you manage your gaming activity. Our testing and customer feedback show these tools are effective when used proactively.
If you suspect you have a gambling problem, stop playing immediately and contact our support team for assistance. We also recommend seeking professional counselling and support services in your jurisdiction.
We have zero tolerance for fraud or money laundering. We monitor accounts for suspicious patterns, unusual deposits or withdrawals and collusive behaviour. If we detect suspicious activity we may:
We tested our monitoring systems during simulated attack exercises and confirmed rapid detection and containment of suspicious activity.
If you breach these rules or if we reasonably suspect wrongdoing, we may take any of the following actions at our discretion:
When we suspend or close an account we will provide reasons where appropriate and allowed by law. Serious breaches may be referred to law enforcement and relevant regulatory bodies.
If you have a complaint about any action we have taken, you should contact our customer support team promptly. We aim to resolve complaints fairly and efficiently. Our complaints procedure includes:
We tested our complaint handling process and found that most routine issues are resolved within 72 hours once full information is provided. Complex disputes involving third-party providers may take longer.
The Pokies operates in accordance with applicable laws and regulatory guidance, including standards associated with PAGCOR where relevant. These Rules are governed by the legal framework applicable to our operations and we may apply the laws of the jurisdiction in which we are registered for dispute resolution unless otherwise specified in localised terms.
All intellectual property rights in the platform, games, logos, trademarks and content remain the property of The Pokies or our partners. You may not reproduce, distribute or otherwise use our protected content without prior written consent.
We partner with reputable game providers and independent auditors to ensure fairness and random outcomes. Our RNG (Random Number Generator) procedures and game integrity are tested and certified by recognised testing bodies. When we tested play sessions across multiple providers we found payout rates and behaviour to be consistent with published return-to-player percentages.
If you need assistance, including account verification, responsible gambling support or to raise a dispute, contact our customer support team. We provide live support channels and email-based case management. When contacting support, include your account ID and a brief description of your issue to speed up resolution.
From our experience testing day-to-day operations, the most common sources of delay or dispute are incomplete KYC documentation, deposit method restrictions and misunderstanding of bonus wagering rules. To avoid delays we recommend:
We strive to be transparent, fair and responsive. Our operational testing and audits guide these Rules and ensure we maintain high standards of player protection, financial integrity and game fairness. If you have questions about any rule on this page, contact our support team and we will explain how the rule applies to your account and situation.
For clarity, some terms used throughout these Rules:
These Rules are effective immediately and apply to all accounts registered or used on The Pokies. We may update these Rules from time to time; significant changes will be communicated according to the requirements of applicable law. Thank you for choosing The Pokies — play responsibly and contact support if you need help.
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