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Responsible Gambling
Responsible Gambling
The Pokies is committed to endorsing responsible wagering among its customers as well as promoting the awareness of problem gambling and improving prevention, intervention and treatment.
The Pokies Responsible Gambling Policy sets out its commitment to minimizing the negative effects of problem gambling and to promoting responsible gambling practices.
The Pokies supports the generation of online gamblers offering them a wide range of games and entertainment. We also take responsibility for our product line-up. The aim of ThePokies is to provide the world's safest and most innovative gaming platform for adults. The offered clear and safe products allow each user to play within his financial means and to receive the highest quality service. Integrity, fairness and reliability are the guiding principles of ThePokies's work. It is therefore clear that ThePokies should do its best to avoid and reduce the problems which can arise from participation in gambling, particularly in cases of immoderate playing. At the same time, it is important to respect the rights of those who take part in games of chance to a reasonable extent as means of entertainment. Responsible Gaming at ThePokies is based on three fundamental principles: Security of the player, Security of the game and Protection against gaming addiction. Together with research institutes, associations and therapy institutions, we work on creation of a responsible, secure and reliable framework for online gaming.
Player Security
We take responsibility for the security of our players. Protection of the players is based on forbidding the attendance of the minors from participation in games and the protection of privacy, which involves responsible processing of personal data and payments. Fairness and the random nature of the products offered are monitored closely by independent organizations. Marketing communication is also geared towards player protection: we promise only what players can receive in our transparent line. Protection against gaming addiction: research prevention intervention The majority of users who make sports bets, casino bets and other gaming offers play in moderation for entertainment. Certain habits and behaviour patterns (such as shopping, playing sports, eating or consumption of alcohol) which are considered to be normal and not causing any concern can develop into addiction for some people and cause problems. In the same way, bets on sports and gambling can lead to problems for a small group of customers. Clients with gaming addiction are prohibited from further participation in the gaming line-up. Subsequently the customers are provided with contacts of organizations where they can receive professional advice and support. Self-responsibility is the most sustainable form of prevention. The basic principle promoted by The Pokies is that the final decision and responsibility on whether to play or not, and how much money can be spent on the game should be assumed by the customer himself. Self-responsibility of the customer is therefore the most effective form of protection from addiction. ThePokies sees its responsibility in assisting the customers by providing transparent products, full information and keeping a clear line of conduct.
Protection of Minors
The Pokies does not allow minors (persons under the age of 18) to participate in games and make bets. That's why the confirmation of having reached the age of majority and the confirmation of date of birth are mandatory requirements during registration. ThePokies considers the issue of minors taking part in games and betting very seriously. In order to offer the best possible protection of minors, we also rely on the support of parents and caregivers. Please keep your data for account access in a safe place (user ID and password). Furthermore, we would recommend that you install filter software. This software will allow you to restrict the access to Internet resources inappropriate for children and teenagers.
Responsibility Towards Problems
The Pokies offers a variety of games and bets which are forms of entertainment for the majority of customers. At the same time, the company takes responsibility for its customers by providing support and tools for maintenance of a secure and entertaining environment taking into account the associated risks. The clients who have difficulty in assessing risks, recognizing their own limits or those who suffer from gambling addiction are not able to enjoy our product line-up responsibly and perceive it as a form of entertainment. ThePokies takes responsibility for users with verified gaming addiction by blocking their access to its products for their own protection.
Get Informed with the Main Issues!
Most people play for pleasure. Moderate participation in games within their financial capacity is fully acceptable. However, for a small percentage of people gambling is not a form of entertainment, it is a challenge that must be considered seriously.
What is the Problematic Game Behaviour?
A problematic game behaviour is considered to be such behaviour which interferes mode of life, work, financial position or health of a person or his family. Long participation in games is counter-indicative to such person as it can lead to negative consequences. In 1980 the pathological game dependence has been officially recognized and enlisted in the list of psychological diseases of international classification system DSM-IV and ICD-10. It is defined as long, repeating and frequently amplifying inclination for game, despite of existing negative personal and social circumstances, such as a debt, rupture of family relations and delay of professional growth.
In what cases behaviour of a person should be considered as dependence?
It is necessary to underline that the diagnoses of game dependence can be qualified only by experts. The material presented on this web-page will help you to estimate and define your own game behaviour. The special hazard of addictions that are not associated with any substance is that it is very difficult to define the line between pleasure and addiction. Nevertheless, there are some diagnostic signals that may point out the existing problems.
In the presence of at least five of the following symptoms, the likelihood of the severe dependence is high:
The player is deeply involved in gambling; all his thoughts are only about the game.
Bet sum increases in course of time.
Attempts to quit or control his participation in the games appear to be unsuccessful.
When limiting his participation in gambling, a person experiences irritation and disappointment.
The game is a way to escape from problems or discomfort.
The player tries to win back the lost amount.
Lies about his playing behaviour.
Commits illegal acts.
Spoils or breaks the relationship with family and colleagues.
Borrows to participate in the games.
Rules for Responsible Games
Following the rules placed below, you can enjoy the game without anxiety:
Start playing only when you are calm and concentrated.
Take regular breaks.
Define for yourself beforehand the monthly amount you can spend on the game.
Once setting a maximum limit, do not further increase it.
Before you start playing, define the maximum amount of winning, after reaching of which you should stop playing.
Define the amount you can afford to lose beforehand.
Do not start playing under alcohol or drug influence.
Do not start playing in a depressed state.
If you feel that you need a break, we provide options to help.
Time-Out
Time-out enables you to take a short break from playing with us. Once you begin your Time-out period, you will no longer be able to deposit funds or play on any of The Pokies products. However, you will be able to withdraw any remaining real money balance you may have. Available periods for Time-out are: 1 day, 3 days, 7 days, or 15 days. During the period selected you will be unable to reverse this block.
Self-Exclusion
Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude. Self-exclusion means that your The Pokies account will remain closed for up to one year. It won't automatically be re-opened unless you contact us. Please contact us if you require any further information or assistance on self-exclusion or time-out options.
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AML
AML
To comply with relevant rules, regulations, and global standards, the Company has implemented a set of procedures that it adheres to when delivering services to account holders. These procedures encompass a range of criteria, such as customer due diligence, know your customer, the money laundering reporting officer, risk management, risk classification, monitoring of account holder activities, reporting of unusual transactions, and recordkeeping.
Risk Management & Risk Classification
The Company adopts a risk-based approach to effectively detect and prevent any potential risks, such as money laundering, terrorist financing, or fraudulent transactions, associated with its clients.
The Company's risk classification framework includes two categories:
Low Risk
All players are classified as low risk, and they are subject to standard due diligence procedures, including the provision of Know Your Customer (KYC) documentation as per the process described above and constant monitoring of account activities.
High Risk
The player's activity is the primary factor in determining the high-risk classification. If an automated alert has been generated or inappropriate activity has been detected, the player will be classified as high risk, and an enhanced due diligence procedure will be followed. Some instances that may warrant a high-risk classification include but are not limited to those mentioned above.
Customer Due Diligence
Know Your Customer (KYC)
Identification & Verification
In accordance with international standards and local laws, it is essential for a company to have knowledge of its clients. A robust Know Your Customer (KYC) policy and procedure are critical in safeguarding the stability and security of a company and the financial system. To this end, the Company has put in place the following procedures:
KYC Information Request
No individual is permitted to participate in a game involving money unless he or she has registered and been provided with a Player Account. Only one Player Account is allowed per person, family, and shared environment. To register as a player, the individual must provide the following KYC information:
Date of birth along with valid identification showing that he or she is over eighteen (18) years of age or the applicable legal age of majority as stipulated in the jurisdiction of your residence. The identification documents that must be submitted include a copy of a valid passport, copy of other identification paper, and a proof of address.
Player's first and last name.
Player's full residential address.
Player's valid email address.
Payment details.
A username and a password.
Upon registration, a geographical location check is performed on the applicant's computer IP to ensure that the individual is in a permitted jurisdiction. If the applicant is not in a permitted jurisdiction, he or she will not be allowed to proceed with the registration process. The Company then reviews the information provided and may request additional documentation to verify the information provided. The Player Account may be put on hold until satisfactory information is received or terminated if the Company finds the information contained in the Player Account to be false or misleading.
The Company reserves the right to refuse to open or close a Player Account at its discretion following a review of the provided KYC information.
Log in details
Sharing login details to access the system with a third party is strictly prohibited for Players. The Company retains the right to cancel a Player Account without issuing a refund if the login details have been disclosed to a third party.
Due Diligence
Standard Due Diligence
In order to verify the identity of the Player, the Company requires certain information such as a valid passport or a driver’s license, as well as a recent copy of a utility bill or bank statement. This process can be conducted during onboarding, upon a withdrawal request, or any time at the discretion of the Company.
The Company also reserves the right to conduct phone verifications of the Player Account, which may include verifying details such as name, home address, email, phone number, photo ID, payment methods, bet types, amounts, and event details. If the verification is unsatisfactory due to fake, false, incorrect, misleading, non-existing, or unverifiable details, the Company may close the Player Account and confiscate any winnings.
Enhanced Due Diligence
Enhanced Due Diligence is a higher level of scrutiny and verification conducted on Players who are classified as High Risk. The Company requests additional KYC information, which may include a driver's license or valid passport, a selfie of the Player holding the identification document, a recently issued utility bill or bank statement, a bank statement showing the initial deposit, and a bank statement no older than three months from the bank to which a withdrawn amount should be deposited. Additionally, information regarding the source of wealth may also be requested.
Enhanced Due Diligence is applied in the following instances:
if the Player is a national of a High-Risk Country or the geographical location check at onboarding shows that the Player is residing in a Non-reputable or High-Risk Jurisdiction;
upon suspicion of a Player attempting to or having created multiple Player Accounts in multiple different names;
upon suspicion of Player(s) being part of a syndicate of Players colluding to gain an advantage over the Company;
upon suspicion of the Player being a politically exposed person (PEP);
at the detection of any irregular, suspicious, inappropriate, or fraudulent activity;
anytime at the discretion of the Company.
If the Company is unable to verify the identity of the Player based on the provided documentation and further efforts, the Company reserves the right to put the Player Account on hold pending the provision of verification information or to terminate the account if it finds the information contained in the Player Account to be false or misleading.
The Money Laundering Reporting Officer (MLRO)
The MLRO plays a critical role in ensuring compliance with anti-money laundering and counter-terrorism financing regulations. The MLRO is responsible for overseeing the review and monitoring of KYC information and Player Account activities, maintaining a list of registered Account Holders, providing training to relevant staff, and cooperating with relevant authorities to prevent and detect criminal activity.
In addition, the MLRO ensures that the Company's KYC policy is adhered to, regularly reviewed, and updated as needed. The MLRO is the key point of contact for regulatory agencies, law enforcement, and other relevant authorities in relation to anti-money laundering and counter-terrorism financing matters.
The MLRO works closely with other personnel involved in KYC procedures and may escalate any suspicious or unusual transactions or activities to relevant authorities for further investigation. The MLRO may also be involved in the implementation of additional due diligence measures for high-risk players or transactions.
The Monitoring of Account Holder activities
Designated personnel are responsible for reviewing and monitoring Player Accounts for any signs of irregular, suspicious, inappropriate, or fraudulent activity, and will conduct investigations if necessary. Security technologies are in place to generate automated alerts which are thoroughly investigated by the team.
If any irregular, suspicious, inappropriate, or fraudulent activity is detected or attempted, the associated Player will be classified as High Risk, and enhanced due diligence (EDD) procedures will be implemented.
Player accounts are regularly reviewed and monitored for various situations, including the provision of fake, false, misleading, or unverifiable KYC information, the use of fictitious names that obscure the true beneficial owner, inappropriate or fraudulent activity, and irregular player activity such as placing zero-risk or even bets.
Other situations that may trigger a review include complex or large transactions that may be related to money laundering or terrorist financing, players suspected of creating multiple accounts in different names, players suspected of colluding to gain an advantage over the Company, and any other irregular, suspicious, inappropriate, or fraudulent activity that may be detected.
Additionally, the use of software programs endowed with artificial intelligence, attempting to break into or circumvent the security measures set up by the system, and logging in from a non-reputable or high-risk jurisdiction are all strictly prohibited.
Specific attention is paid to the following instances:
Multiple Accounts
The Company closely monitors for instances of multiple accounts and take appropriate action when necessary. Players are only allowed to have one account per person, family, or shared environment, such as a house or building, mailing address, phone number, IP address, or device. If the Company suspects that a player has created multiple accounts under different names, or is part of a group colluding to gain an unfair advantage, the Company will temporarily suspend all related accounts and conduct an investigation.
The investigation will include a review of playing history, IP location histories, and the use of computer sharing technology. If it is determined that a player or group of players has created multiple accounts and is playing as part of a syndicate, the Company reserves the right to withhold any cash or bonus winnings and to withhold deposited funds.
When a player requests a withdrawal, the Company will check for the presence of multiple accounts and whether a false proxy was used. If multiple accounts are found, all accounts will be closed and the player will be denied the opening of a new account.
Unusual Activities
In the event that the Company detects unusual deposits or activities in an Account Holder's account, the Company will conduct an investigation and may request additional information from the Account Holder. The account will be suspended until the required documentation is provided. If the Account Holder fails to provide satisfactory information within 30 days, the account will be terminated. The MLRO (Money Laundering Reporting Officer) will then report the unusual transaction to the appropriate authority.
Withdrawal or Pay out of funds
The Company has established clear procedures for the withdrawal or payout of funds. Withdrawal requests must be made through a Player Account, and the Company will request KYC documentation to verify the Player's identity. The Company will only transfer or pay out funds to the Player and will not deposit withdrawn funds to another source.
Before processing any withdrawals, the Company will conduct a review of the Player Account for any unusual activity, such as possible money laundering or suspicious play. Instances of unusual activity may include the placement of a deposit without placing any bets or the creation of multiple Player Accounts in multiple names. The Company may decide to withhold funds and request further documentation or conduct an investigation, suspend the Player Account, block access to the system or the account, or terminate the Player Account and report the activity to the relevant authority as further described below.
Transactions using Cryptocurrency
Cryptocurrency transactions on this platform require that the first deposit be made with a cryptocurrency. After this, all transactions (deposits, wagers, and payouts) must be conducted with the same cryptocurrency. The company is not authorized to sell, buy, or exchange cryptocurrency with or to FIAT currency. To comply with regulations set by the Master License Holder, the company must collect and verify the Player's identity, age, and address. Hardware KYC will be collected and stored at every step from signup to withdrawals to ensure that all transactions are from/to the same Player.
The Master License Holder has further required that the company provide proof of balance as acceptable to ensure that Player's funds are deposited. Solvency proof must be provided periodically to cover all bets and jackpots, and the cryptocurrency must be kept in a separate account. The rate of exchange from cryptocurrency to FIAT currency must be displayed on the website's homepage, and the company cannot exchange cryptocurrency with any FIAT currency. Additionally, the company must inform Players that cryptocurrency values may fluctuate significantly based on market value.
The platform adheres to anti-money-laundering regulations, allowing Players to deposit money solely to play and use the services. Withdrawing winnings is the only way Players can withdraw funds from their accounts, and funds will be blocked if deposited and withdrawn without any gaming activities. The company is not a financial institution and does not offer interest on deposits. Payment method restrictions may apply in certain countries or for specific Players, which the company may apply at its discretion.
The platform will notify Account Holders of new payment methods via e-mail and update the Manual and Terms and Conditions on the Website for each new depositing method. The company will display the exchange rate from cryptocurrency to FIAT currency on the website's homepage and inform Players that cryptocurrency values are subject to market fluctuations. Overall, the company complies with various requirements and regulations to provide secure and reliable cryptocurrency transactions for Players.
Security Review
The Company holds the right to verify the identity, age, and registration data of the Account Holder through a review process to ensure compliance with the Terms and Conditions and applicable laws. Upon registration, the applicant consents to the Company's verification checks and authorizes the Company to conduct relevant inquiries and disclose information to any third party necessary to verify the use of the provided services. The Company may engage third-party agencies to confirm age, identity, address, and payment details, order credit reports, or verify information against public or private databases. All applicant/ Account holders accept that their provided information may be used, recorded, and disclosed by the Company or a third party engaged.
The Company reserves the right to perform reviews periodically at their discretion, for regulatory, security, or other business reasons. During the review process, the Customer may be restricted from withdrawing funds from their account and/or accessing certain Services on the website.
Reporting of Unusual Transactions
The Company is committed to complying with all relevant laws and regulations regarding money laundering and illegal activities. Any transaction that does not have sufficient verifying information or appears to be related to criminal activities will be flagged and reported to the Financial Intelligence Unit (FIU) in Curaçao. The Money Laundering Reporting Officer (MLRO) is responsible for this reporting and will maintain a record of all instances where the Company did not find it necessary to report to the FIU. In such cases, the MLRO will provide sufficient justification for the decision not to report.
The Company will take all necessary measures to prevent the use of its services for any illegal or criminal activity. This includes monitoring all transactions and verifying the identity and source of funds of all Account Holders. The Company also reserves the right to refuse any transaction that is suspected of being related to money laundering or other illegal activities. Account Holders are required to cooperate with the Company in all reasonable requests for information and verification in order to prevent any misuse of its services.
Recordkeeping
The Company has a record-keeping obligation to maintain relevant documents in a separate database for at least five years after ending a business relationship. The records should be maintained in a manner that enables investigating authorities to trace individual transactions including transaction amounts, currencies, and types. The Company must ensure that its records are reliable, accurate, and up-to-date.
The Company can provide copies of its records maintained in specific circumstances if ordered by the rule of law and permitted by national law and relevant authorities. In such situations, the Company may have to share records with law enforcement agencies or regulatory authorities. The Company will provide records in accordance with the applicable data protection and privacy laws and regulations.
Staff Due Diligence
To maintain high levels of integrity among its staff, the Company follows a rigorous recruitment process. All job applicants are required to submit their curriculum vitae along with at least two references and relevant educational or professional certificates. The Human Resources Department of the Company then verifies and checks the submitted documentation before making a hiring decision.
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The Pokies has the right to cancel or declare as void (in its sole discretion) transactions of what kind so ever that show irregularities, in particular irregularities of the following nature:
1) The name and address of the player do not match the name and address associated with the credit card, or other mode of payment, used by the player/customer.
2) Any irregularity which may negatively affect the processing of payment transactions and/or which gives rise to the suspicion of a violation of the General Terms and Conditions.
3) The Pokies takes any form of fraudulent activity of players/customer in connection with services and/or products offered by ThePokies very seriously. Any fraudulent activity, as determined at ThePokies´s sole discretion, is strictly prohibited. Fraudulent activity may include, but is not limited to, stolen credit cards, transfer of funds to other player accounts (chip dumping), forgery, collusion, the provision of false registration data or other requested information. In addition to any other remedies provided under the general terms and conditions or the applicable game rules, ThePokies reserves the right to pursue claims for criminal prosecution and/or civil damages for any fraudulent activities. For this purpose, ThePokies furthermore reserves the right to record telephone calls with customers in order to pass on to third parties for the purpose of prosecution. Any player/customer involved in any form of suspected fraudulent activity and any suspicious transaction will be reported to the appropriate authorities.
4) Furthermore, it is unlawful to deposit funds obtained from ill-gotten means on the The Pokies Account. The Pokies will check all transactions to prevent money laundering and funding of terrorists activities. Suspicious transactions will be reported to the authorities in charge.
5) Where deposits/withdrawals are made by electronic payment methods (eg electronic wallet), the customer is required to use his personal electronic payment account. In the event that third-party electronic payment accounts are used, then all winnings made after the deposit with this electronic payment account are canceled and the deposits are refunded to the third-party electronic payment account after deducting any costs. Our company also reserves the right to deactivate the client's account if there is an infringement of this rule.
Any decision of The Pokies regarding the invalidation of transactions shall be binding upon the player/customer and lies within the sole discretion of The Pokies and may not be contested by the player/customer. In case of any irregularities in payment transactions as described in 1) to 4) above or in case of reasonable suspicions concerning the violation of any rules governing gaming or betting at ThePokies (i.e. these General Terms and Conditions, the rules of the game and specific rules as applicable) ThePokies may at its sole discretion, declare the transactions concerned invalid.
In every case The Pokies reserves the right to hold/charge costs which can occur after each procedure (transaction fees, court costs etc.).
Deposits made to your The Pokies account should be played three (3) times in odds 1.80 (per event) and more before you can request a withdrawal (e.g. If you deposit 10 AUD, your total betting cost should be at least 30 AUD in odds 1.80 (per event) and more in order to request withdrawal). The bets with odds less than 1,80 (per event) will not count for the deposit rollover. (The bet/betslip that contains selections of Draw No Bet/Asian Handicap / Cashout and Postponed matches do not count for deposit rollover). Therefore, if in ThePokies´s discretion, there is suspicion of abuse (for instance, where a deposited amount has not been used for an appropriate level of game play and the user then makes a withdrawal request in relation to that deposited amount), ThePokies reserves the right in its absolute discretion to cancel the respective deposit(s) in part or in full, to retract any costs that may have resulted in conjunction therewith and to close the ThePokies account indefinitely. ThePokies further reserves the right to request and obtain satisfactory proof of deposit and additional copies of personal identification in such instances prior to processing any withdrawal request, the processing of such request to be entirely at ThePokies´s discretion.
6) Eligibility Refunds are available to Clients who deposited funds in their Trading Account(s) but has not open any transaction yet. In such case a client may be refunded regardless whether or not he/she has provided the Company with all the necessary Verification Documents.
Procedure
Eligible Client shall contact the Company (contact details are provided on the Company's Website) and request the initiation of the refund procedure in writing via email. The Client shall use only his/her registered e-mail address when requesting a refund.
Client's funds shall be returned to the same source, via the same payment method and remitter used to conduct the initial deposit, however if for whatever reason, the Company will not be able to proceed with such payment, the Company reserve the right to transmit the funds via an alternative payment method approved, verified and/or suggested by the Company , at its sole discretion
The Client who is eligible for a refund is not required to provide the Company with Verification Documents, however certain payment providers may not provide the Company with all the necessary information regarding the origin of funds and in such 21/42 CIF 182/12 Privacy Policy Terms and Conditions of Use cases, in order to proceed with the refund, the Company shall request a bank transfer confirmation from the Client.
The Client understands and agrees that certain payment providers do not provide the Company with all the necessary information regarding the origin of funds and in such cases, in order to proceed with the refund, the Company shall request additional documents from the Client (i.e. Proof of Deposit in the form of a bank transfer confirmation, which will indicate the details of the bank account used for the initial deposit)
Time Restrains
Upon receiving a request from the Client, the Company shall proceed with the payment of a specified amount within the same day or depending on the time the refund request has been received the latest the next working day (however, the time needed for the funds to reach the Client may vary, depending on Client's selected payment method). However, if the source of funds is not clear to the Company, the Company shall request additional documents for the Client, which may significantly delay the refund process.
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Why play at The Pokies Casino?
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© 2026 The Pokies. All rights reserved.
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