Rules & Terms — The Pokies

Welcome to the official Rules page for The Pokies. We tested our platform and reviewed thousands of support cases to produce a clear, practical and transparent ruleset you can rely on. This page explains who we are, how to open and operate an account, how deposits and withdrawals are handled, what constitutes prohibited behaviour and how we manage disputes. Our aim is to make our terms easy to understand and to publish the policies we follow when protecting players and maintaining a fair gaming environment.

Company identity and regulation

The Pokies operates under company registration number 3-102-841524. Our registered address is 200 meters north and 50 meters east of the North American Cultural Center, Barrio Dent, San Jose. Established in 2021 and based in Costa Rica, The Pokies provides an extensive online gaming and sportsbook product. Our operations are approved and regulated in accordance with applicable oversight; we comply with PAGCOR-related standards and international best practices for fairness, player protection and financial controls.

Scope and legal effect

These Rules form a legally binding agreement between you (the player) and The Pokies (the operator). By registering an account and using our services you confirm that you have read, understood and agreed to these Rules. If you do not agree with any part of these Rules, you must not register or you must stop using the platform immediately.

Changes to the Rules

We reserve the right to change these Rules at any time. Changes may be required for regulatory compliance, platform improvements, security or customer service reasons. Where practicable, we will notify registered players of material changes. Your continued use of the platform after changes are published will be taken as acceptance of the updated Rules.

Eligibility and account use

Our primary obligations are to ensure games are fair, to prevent underage gambling and to comply with anti-money laundering laws. You may use The Pokies only if the following conditions are met. We tested many edge cases during policy design and our team enforces these rules consistently.

• You must be of legal gambling age in your jurisdiction of residence.
• You must be located in a jurisdiction where online gambling is permitted by law.
• Your account must be registered in your real name and personal details must be true and up to date.
• You must not be self-excluded, banned or otherwise prevented from gambling by any relevant authority or by us.
• Accounts must be used only for personal and non-professional entertainment purposes.

Account registration and verification

When you register we collect identity and contact details such as full name, date of birth, email and phone. We may request supporting documents like ID, proof of address and proof of payment method to verify your identity. Verification is part of our standard KYC (Know Your Customer) and AML (Anti-Money Laundering) checks. Based on our testing and operational experience, prompt verification reduces withdrawal delays.

Prohibited conduct and abuse

To protect our players and the integrity of games we strictly prohibit certain actions. If we detect breaches we will investigate and may take disciplinary action including suspension, forfeiture of winnings and account closure. Our investigations combine automated detection with manual review.

• Using bots, automated scripts or external tools to influence gameplay.
• Collusion between accounts, use of multiple accounts to exploit offers or manipulate markets.
• Sharing accounts or credentials or facilitating another person’s access.
• Depositing or withdrawing funds that are not lawfully yours or that are intended to disguise the origin of funds.
• Using strategies solely designed to meet bonus wagering conditions without genuine play intent.

Bonus, promotions and wagering rules

Promotions and bonuses are a core part of our offering. However, they are provided under specific conditions. When you accept a bonus you agree to its particular terms and to the general Rules below. Our compliance team regularly monitors promotional use in order to detect and prevent abuse.

• Bonuses may have wagering requirements and only specific games may contribute toward these requirements.
• Using multiple accounts to claim a bonus or intentionally exploiting bonus mechanics is prohibited.
• We may void bonuses or winnings if we reasonably believe you have breached bonus rules or acted dishonestly.
• If a promotion is withdrawn or cancelled, any pending bets, stakes or winnings relating to it may be voided.

Wagering requirements and examples

To provide clarity we publish common wagering requirements and examples. The exact requirement for a promotion will be stated in the promotion terms. The table below shows typical playthrough multipliers we apply to certain payment methods based on our risk assessments and industry practices. These are examples only; specific campaigns may carry different conditions.

Example: If you deposit $100 by credit card and are subject to a 3x playthrough, you must wager $300 (3 x $100) on eligible games before requesting a withdrawal of the deposited amount or any winnings derived from it. We recommend checking a promotion's terms for eligible games and contribution rates, which can vary.

Deposits — practical details

Deposits are processed via the payment methods displayed in your account. We aim for a fast and seamless deposit experience and, based on our operational tests, most deposits appear in your account instantly or within a short period once your financial institution confirms the transfer.

• You must use a payment method in your own name. Third-party payments are generally not accepted unless previously authorised by our support team.
• We may limit deposit amounts for certain methods or players depending on jurisdiction, verification status or regulatory requirements.
• We may request documentary evidence about the source of funds for larger deposits or if required by our AML procedures.

Withdrawals — timing, checks and exceptions

We aim to process withdrawal requests promptly. Our tests show standard cases are processed quickly, but identity verification and security checks can extend processing times. The timing also depends on your chosen withdrawal method and the receiving institution.

• We will process a withdrawal after we have accepted and verified your request and any applicable wagering requirements are met.
• Withdrawals may be subject to identity verification. We will hold funds while documentation is validated.
• If a withdrawal is returned by your financial institution, we will contact you and discuss alternatives.
• We do not charge withdrawal fees; however, your bank or payment provider may apply charges.

Typical processing times

Processing time frames vary by method and location. Based on our operational performance data:

• Internal review and processing: usually within 24–72 hours for verified accounts.
• Bank transfers / PayID: 1–5 business days depending on banks.
• Cards and e-wallets: may be instant to a few business days depending on provider.

Game integrity and malfunctions

We use certified random number generation and audited game software. In the rare event a game malfunctions, our policy is to investigate and apply remedial action based on the outcome. Our rules in these cases are designed to be fair and to protect players and the platform.

• If a game malfunction occurs, you must not attempt to exploit it.
• We reserve the right to void bets and winnings if an error materially affects the outcome.
• If a malfunction results in loss or incorrect crediting of funds, we will investigate with game providers and where appropriate correct balances or reimburse players at our discretion.

Security, privacy and responsible gambling

We take account security and player protection seriously. Our platform uses industry-standard security controls and encryption. We also provide tools and support for responsible gambling.

• Security: We protect account data, require strong passwords and may apply additional security checks for sensitive transactions.
• Privacy: We only process personal data as required to operate the service and to meet legal obligations. We retain records necessary for AML and auditing purposes.
• Responsible gambling: We offer self-exclusion, deposit limits, session reminders and other tools. If you believe you have a problem with gambling, contact our support team to access available tools immediately.

Self-exclusion and limits

If at any time you want to temporarily or permanently stop playing you may request account suspension, time-outs or self-exclusion. We will action these requests in accordance with our verification process. Our team has handled many such requests and we aim to support vulnerable players promptly and respectfully.

Multiple accounts and payment cards

Generally we permit only one account per player. Multiple accounts can enable abuse and undermine fair play. We also limit use of the same payment card across multiple accounts. Where we detect multiple accounts or repeated card use that appears abusive, we will investigate and may suspend or close accounts and void winnings.

Investigations, breaches and sanctions

When we suspect a breach we perform a structured investigation combining automated detection, transaction analytics and manual review. Possible outcomes include:

• Warning and account restriction.
• Cancellation of affected bets and voiding of winnings.
• Suspension or permanent closure of the account.
• Retention of funds where criminal activity or attempted fraud is suspected pending cooperation with law enforcement.

Dispute resolution and contacting us

If you have a dispute regarding game outcomes, account balances or decisions we have taken, contact our customer support team and provide full details. Our dispute-resolution process is documented and follows these steps:

1. Submit dispute to support with transaction/game reference and any supporting evidence.
2. We acknowledge receipt and provide an initial assessment and expected timeframe.
3. We carry out a technical and case review and communicate findings to you.
4. If unresolved, escalate to management or an independent review body where applicable.

Jurisdiction and governing law

These Rules are subject to the law and regulatory framework applicable to The Pokies. By using our platform you accept the jurisdiction specified in our account terms and any decisions permitted under those terms. We strive to resolve disputes amicably and efficiently but reserve the right to enforce our legal rights in a competent court where necessary.

Termination of accounts

We may suspend or close accounts for a range of reasons including breach of these Rules, regulatory or legal obligations, suspected fraud or upon request by the player. When we terminate an account we will handle any remaining funds in line with our verification, anti-fraud and AML procedures and applicable laws.

Record keeping and evidence

We maintain logs and records of transactions, communications and technical data as part of our compliance and audit requirements. These records are used for dispute resolution, fraud and AML investigations and to meet regulatory obligations. Our retention periods are consistent with applicable laws and industry best practice.

Our commitment to fairness

We tested and monitored hundreds of game sessions across different providers to check randomness and payout behaviour. Our independent auditors review games and RNGs periodically. We are committed to transparency: if you have questions about a game's theoretical return to player (RTP) or operation, contact support and we will provide the audited RTP figures and relevant explanations where available.

Practical tips from our testing team

From our operational experience and testing, the following practical tips will reduce friction and improve your experience on The Pokies:

• Complete identity verification early — verified accounts experience faster withdrawals.
• Use a payment method in your own name to avoid delays caused by additional checks.
• Read promotion-specific terms to know eligible games and any contribution weightings.
• If you plan large deposits, notify support in advance and have documentation ready.

Contact and support

If you need help with anything described on this page, contact our support team via your account portal. Our support agents follow the Rules when assisting and can help with verification, limits, self-exclusion and dispute escalation. We aim to respond quickly and to resolve issues transparently.

Summary — your obligations at a glance

In short, when using The Pokies you must:

• Be of legal age and in a permitted jurisdiction.
• Use accurate personal information and verify your identity when requested.
• Use only one personal account unless explicitly authorised to maintain more.
• Not engage in collusion, automation, fraud or misuse of bonuses.
• Respect the promotion and wagering rules and cooperate with our investigations.

Final note from our compliance team

We built these Rules from real operational experience, regulatory requirements and frequent player feedback. Our compliance and customer care teams review cases every week to ensure the Rules remain fit for purpose. If you follow the guidance above you will enjoy a fair and secure experience on The Pokies. We are committed to continuous improvement — if you spot an issue or need clarification, contact support and we will assist.

These Rules are effective immediately and apply to your use of The Pokies platform on desktop, mobile and other internet-enabled devices. Thank you for playing responsibly and for choosing The Pokies.