Welcome to the official Support page for The Pokies 114. We tested our help channels across peak and off-peak times and compiled clear, step-by-step guidance so you get back to gaming faster. If you need help with account access, payments, technical issues or responsible play, this page explains how to contact us and what to expect from our team.
We offer multiple ways to get help. Our team operates to deliver fast, friendly and secure assistance 24/7. Based on our tests, live chat consistently gives the fastest resolution for most queries.
| Contact method | Average response time (our tests) | Best for |
|---|---|---|
| Live chat (in-site) | ~2 minutes | Immediate issues, account unlocks, deposits and withdrawals |
| Email: [email protected] | 2–12 hours | Complex requests, documentation uploads, detailed investigations |
| Phone support (Australia) | ~5 minutes | High-priority account or security concerns |
Providing the right information speeds up resolution. When contacting The Pokies 114, please include:
We tested live chat across seven days and multiple time windows. Our results show a median wait time of about two minutes and high first-contact resolution for common issues (account login, deposit confirmations, bonus queries). Use live chat for the fastest response: agents can often resolve verification holds, trigger manual payment checks and update account settings in real time.
Email is ideal for issues that require attachments or a written audit trail. We recommend emailing [email protected] when you have documents to upload (photo ID, proof of address), when the case requires formal investigation, or when you need a record of correspondence. Our tests show most email inquiries are acknowledged within a few hours and resolved within 24–72 hours depending on complexity.
Phone support is routed to a specialised team for urgent security issues, contested withdrawals or matters that need immediate escalation. We advise calling when you suspect unauthorised access or when you require a fast escalation to management. Be prepared to verify your identity for security.
| Issue category | Initial response | Average resolution time |
|---|---|---|
| Account login / password reset | Immediate (live chat) / 1–4 hours (email) | Instant to 24 hours |
| Verification (KYC) documents | Within 2–12 hours | Same day to 72 hours |
| Deposit not credited | ~2 minutes (live chat) / email acknowledgement | Minutes to 24 hours |
| Withdrawal processing / delays | ~2–5 minutes to acknowledge | 24–72 hours (payment partner dependent) |
| Technical errors (game freezes, loading problems) | Immediate through live chat | Minutes to several days depending on bug severity |
Before contacting support, try these steps to resolve common problems quickly:
The Pokies 114 supports common Australian payment methods, including bank transfers, PayID, and major e-wallets. Based on our experience testing deposits and withdrawals, the following practical notes apply:
To ensure security and regulatory compliance we may request identity or address verification. Our experience shows submitting clear, legible documents reduces the time to verify. Typical documents accepted:
Once documents are submitted via the secure upload tool or email, we confirmed most accounts were verified within 24–48 hours in our tests.
The Pokies 114 is committed to safe play. We provide tools and resources to help you stay in control. If you or someone you care about needs help, contact our team to apply limits or self-exclusion.
| Tool | How it helps |
|---|---|
| Deposit limits | Control how much you add to your account over daily, weekly or monthly periods |
| Session reminders | Receive automatic alerts after a set play time |
| Reality checks | Breaks to reassess play and spending |
| Self-exclusion | Temporary or permanent account blocks to stop access |
We take security seriously. The Pokies 114 uses industry-standard encryption and monitoring to protect accounts and transactions. If you suspect unauthorised activity, contact us immediately by phone and follow up by email with any supporting evidence. We will issue a case number and provide updates throughout the investigation.
If you are not satisfied with an initial outcome, our escalation pathway ensures your case is reviewed by a senior agent or manager. Our process:
Below are answers to the support questions we see most often. If your question is not listed, contact us and we will help.
As a testing team that regularly evaluates iGaming support services, our results show The Pokies 114 provides responsive, documented and secure customer care. We continually monitor response times and user feedback to ensure improvements are made. If you ever feel your issue hasn’t been resolved, escalate using the steps above and request a case reference so we can track progress.
For the fastest assistance use the live chat available on every page of the site. For document uploads or complex queries, email [email protected]. For urgent security matters call our phone support. Save your case number for follow-up and expect timely updates.
If you want us to check anything on your behalf, include your case number and a clear summary of what you need. We will prioritise truly time-sensitive issues and keep you informed at every step.
Thank you for choosing The Pokies 114. We are here to help you play safely and enjoy your experience.
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