Contact
The Pokies doesn't run player accounts, doesn't accept deposits and doesn't hold balances on this domain. That means we don't have a player-support inbox in the conventional sense, and most questions that look like player-support questions belong somewhere else. This page sets out where different types of question should go, what we will and won't help with, and how to reach the editorial team when the right address really is us.
If you have a question about an operator
Anything to do with a specific casino account — a deposit that hasn't credited, a withdrawal stuck in pending, a bonus that wasn't applied, a KYC document that was rejected, an account that's been frozen — needs to go to the operator's own support team, not to the pokies. We don't have access to your account, can't see your transaction history, and can't expedite a withdrawal on your behalf. Most operators we cover offer 24/7 live chat as the quickest channel; email support and a phone line where one exists are the slower fallbacks. The operator's review on this site lists the support channels available.
If the operator's own support has failed to resolve a legitimate complaint after a reasonable period, the right next step is the operator's licensing regulator (most commonly Curacao eGaming for the brands we cover), not us. Curacao publishes a complaints channel that accepts player submissions directly; the operator's site footer should list it.
If you have a complaint about an offshore operator
The Australian regulator for these matters is ACMA — the Australian Communications and Media Authority. ACMA enforces the Interactive Gambling Act 2001 (Cth) and maintains a complaints register for offshore providers that have been the subject of reports. Filing a complaint with ACMA at acma.gov.au is the right first step if you believe an offshore operator has acted unlawfully toward you as an Australian resident.
The Pokies is not an ACMA-authorised dispute body and we can't compel an operator to act. We do follow up where readers tell us a previously-covered operator has misbehaved, and operators that fail to resolve substantive player complaints can lose coverage on this site — but that's an editorial response, not a regulatory one. ACMA is the regulator.
If gambling is causing harm
If your reason for contacting us is that you, a partner or a family member is in trouble with gambling, the right address is Gambling Help Online (free, confidential, 24/7) or the National Gambling Helpline on 1800 858 858. Both are independent of any casino operator including the pokies. The Responsible Gambling page lists the wider set of support services and the practical tools available for self-management at offshore operators.
We don't continue the editorial conversation in that direction. If a reader contacts us mentioning their own gambling as a problem, the response routes to the support services above before anything else.
If you have a correction or factual concern about content on The Pokies
Now we're at the right address. Factual errors in reviews, guides or comparative pages get corrected on the record. To raise one, send the following to [email protected]:
- The specific page (URL) where the error appears.
- The specific claim or figure you believe is wrong.
- The evidence for the correction — a screenshot from the operator's cashier, a link to the operator's current terms, a regulator's published record.
- Your relationship to the operator, if any.
The named author on the page has 14 calendar days to either (a) update the page with a one-line correction note, a moved "Last updated" date and a recalculated rating if the change is material, or (b) publish a written response explaining why the original text stands. The full process is documented on the Editorial Policy page.
If you're an operator who wants coverage
Briefly: send a one-paragraph summary of the brand and a link to the live cashier to [email protected]. The editorial decision to cover or not cover an operator is independent of the commercial relationship — being a partner doesn't buy a review, and reviews aren't pre-shared for "fact-checking" before publication. The Affiliate Disclosure page describes how the commercial side works in detail. Both must be acceptable before any partnership conversation has substance.
If you have a privacy or data-rights request
Requests under the Privacy Act 1988 (Cth) or under equivalent overseas regimes (GDPR for EU/UK readers, for example) can come to the same editorial address: [email protected]. The right under Australian privacy law to know what data we hold about you, to correct it, or to delete it, is set out on the Privacy Policy page; cookies and analytics are documented in the Cookie Policy. We respond within 30 calendar days, don't require any special form and don't charge a fee.
If you believe we have mishandled your personal data, you can also complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au. The OAIC can investigate and, where appropriate, issue determinations.
Response times and channels
Email is the primary contact channel for the pokies. We don't currently operate a phone hotline, a chat widget or a public ticket system — the volume on this site doesn't warrant either, and the editorial style of the responses we send isn't well-suited to either format. Expected response times:
- Corrections and factual concerns: first response within 3 business days; resolution within 14 calendar days.
- Privacy and data-rights requests: acknowledgement within 5 business days; resolution within 30 calendar days.
- Operator partnership enquiries: first response within 5 business days during open partnership cycles; no response outside open cycles.
- General enquiries not covered above: response within 7 business days, with a redirect to the appropriate service if the question belongs elsewhere.
The Pokies is run by a small editorial team operating during normal Australian business hours (AEST/AEDT). We don't have a 24/7 desk. If your question is urgent and concerns gambling harm, please call the National Gambling Helpline on 1800 858 858 — they're staffed around the clock, free, and confidential.