Rules — The Pokies

Welcome to the official Rules page for The Pokies. These rules govern your use of our gaming platform and form part of the legally binding Terms between you (the player) and us (the operator). We maintain these rules to protect players, preserve game integrity and ensure fast, transparent handling of deposits, withdrawals and disputes. We tested our processes and publish these rules so you know what to expect when playing with The Pokies.

1. Company information and regulatory framework

The Pokies operate under company registration number 3-102-841524, based in Costa Rica at an address described as 200 meters north and 50 meters east of the North American Cultural Center, Barrio Dent, San Jose. We commenced operations in 2021. Our activities are conducted under the regulatory framework of PAGCOR, one of the recognised authorities in gaming regulation. We continually test our systems, update our technology stack and maintain a compliance-first approach.

2. Acceptance of these Rules and updates

By registering an account with The Pokies you explicitly accept these Rules and any updates made from time to time. We reserve the right to amend these Rules for reasons including, but not limited to, regulatory changes, security improvements, fraud prevention and customer service enhancements. We will publish updated versions on this page and apply changes prospectively where appropriate. Continued use of the platform after a change constitutes acceptance of the revised Rules.

3. Eligibility and lawful use

To use The Pokies you must meet the following requirements. We tested our onboarding flow to ensure these checks are clear and enforceable.

• You must be at least the legal gambling age in your jurisdiction of residence. The legal age varies by region; it is your responsibility to ensure compliance.
• You may only play from countries and regions where online gambling is permitted by local law. We restrict access in jurisdictions where online gambling is prohibited.
• Your account must be registered in your legal name and all personal details provided must be true, accurate and up to date.
• You must not be excluded from gambling by any regulatory or self-exclusion scheme or by The Pokies.

4. Account registration and verification

When you open an account we will ask for personal details including full name, date of birth, email address, telephone number and residential address. We employ identity verification measures to meet our Know Your Customer (KYC) and anti-money laundering (AML) obligations. Our verification process is tested regularly to balance speed and accuracy.

• You may be required to provide government-issued ID, proof of address and proof of payment method.
• We reserve the right to suspend or restrict your account until verification is complete.
• You may update your contact details via your account dashboard or by contacting our support team.
• Only one account per player is allowed unless explicitly approved by us in writing. Duplicate accounts may be closed and funds withheld.
• Accounts found to be registered under false or misleading information will be suspended immediately and winnings may be voided.

5. Deposits

We support a range of deposit methods. Deposits appear in your account once the payment provider confirms settlement. Our payments flow has been tested to provide timely crediting while maintaining robust fraud and AML checks.

Deposit rules and limitations

• Deposits must be funded from payment methods registered to you. Use of third-party funding is prohibited except by prior written agreement with our support team.
• We may set minimum and maximum deposit limits per transaction, per day, and per calendar month to meet regulatory and responsible gambling obligations.
• Where necessary, we will request additional documentation to verify the source of funds.

6. Withdrawals

We prioritise prompt withdrawal processing. We tested withdrawal flows and improved turnaround times while ensuring necessary checks are performed to prevent fraud and money laundering. Processing time depends on method, the need for verification and the responsiveness of third-party payment providers.

Withdrawal policy highlights

• We will endeavour to process withdrawal requests as quickly as possible, but some may be subject to extended review if documentation is required.
• We do not charge withdrawal fees; however, your financial institution or payment provider may apply fees.
• Withdrawals will be paid only to payment methods in your name. If your withdrawal is returned by your bank, we will contact you and arrange an alternative method where possible.
• We reserve the right to hold funds while necessary checks are completed. This is standard industry practice to meet AML and fraud prevention obligations.
• To reduce AML risk, you must wager deposited funds according to the following playthrough minimums before withdrawing: PayID — 1x the deposited amount; Credit Card — 3x the deposited amount. Other methods may have specific conditions published on our promotions and payment pages.

7. Bonuses, promotions and wagering requirements

Promotions are provided at our discretion and are subject to specific terms and conditions. We tested our bonus controls to balance player value with abuse prevention.

• All bonuses and promotions have specific eligibility rules, wagering requirements and game restrictions which are published with each offer.
• You must not use multiple accounts or other devices/strategies to exploit bonus offers. Bonus abuse includes creating duplicate accounts, using collusion or artificially inflating wagering through coordinated play.
• Using automated software, bots or programmed devices to complete wagering or manipulate outcomes is prohibited and will result in the forfeiture of bonus funds and winnings.
• We reserve the right to void bonuses, confiscate bonus-related winnings and suspend accounts where we reasonably suspect abuse.
• Some promotions apply only to specific game types. Wagers on excluded games will not contribute to wagering requirements and may lead to forfeiture of the bonus.
• Where a promotion is cancelled or forfeited, any pending bets and wins associated with that promotion may be voided.

8. Game rules, fairness and unacceptable play

Our games are provided by certified software partners and use industry-standard random number generation to ensure fairness. We monitor play patterns and the integrity of our systems. Our ongoing tests confirm the randomness and reliability of our game library.

• Players must not engage in any collusion or share information that gives another player an unfair advantage.
• Use of robots, scripts, or other automated tools to play on the platform is strictly banned. Winnings derived from such methods will be voided.
• We reserve the right to void any bet, withhold winnings and close accounts if we detect signs of manipulation, cheating or exploitation of system faults.

9. Game malfunctions and technical issues

Despite rigorous testing, technical faults can occur. If a game malfunctions, we will apply the following approach based on our testing of typical scenarios:

• If a game malfunctions during play and a bet or win is affected, we will investigate with our platform and software providers to determine the correct outcome.
• We expect players to refrain from attempting to exploit any observable faults. Exploitation or taking advantage of a malfunction may lead to the cancellation of wins and disciplinary action.
• If funds are lost or gameplay is interrupted due to a malfunction, we will review logs and, at our discretion, refund or adjust balances where appropriate.
• Decisions related to malfunctions and corrections are made by us following investigations with our partners and based on system records.

10. Security, account safety and responsible gambling

Protecting player accounts and promoting safe play are priorities we test for continually.

• Keep your login credentials secure and never share your password. We will never ask for your password by email or chat.
• Enable any available security features such as two-factor authentication where offered.
• We offer responsible gambling tools including deposit limits, reality checks, session limits and self-exclusion. Contact support to enable or change these settings.
• If you suspect unauthorised access to your account, contact support immediately. We may suspend the account while an investigation is conducted.

11. Breaches, suspension and termination

We take breaches of these Rules seriously. Our monitoring and testing methodologies are designed to detect breaches quickly and fairly. Grounds for action include suspected fraud, AML concerns, use of multiple or false accounts, underage play and abuse of promotions.

• Where we reasonably suspect a breach, we may suspend your account, withhold funds and commence an investigation.
• If an investigation finds a breach we may cancel bets, void winnings and close your account. We reserve the right to forward evidence to law enforcement where appropriate.
• If you disagree with a decision you can lodge a complaint through our support channels and provide supporting documentation for review. We aim to respond to complaints within published timeframes.

12. Dispute resolution and contact

If you have a dispute about a specific game result, payment or account decision, follow these steps which we tested during our customer service reviews:

1. Contact customer support with full details of the issue, including account ID, bet ID or transaction ID and relevant timestamps.
2. Provide copies of any requested documentation promptly to help us conclude the review.
3. If you remain unsatisfied after internal review, you may be referred to external dispute resolution where applicable under the relevant regulatory framework. We will provide details if this route applies.

13. Privacy and data handling

We collect and store personal data to provide services, meet regulatory obligations and prevent illicit activity. Our privacy practices are consistent with industry norms and tested through regular audits.

• Personal data will be used for identity verification, account management, payment processing and fraud prevention.
• We may share data with third-party service providers (payment processors, identity verification partners and regulators) where required to deliver the service.
• Retention of personal data will be in line with legal obligations and our data retention policy. You may request access or correction to your data by contacting support.

14. Financial responsibility and chargebacks

We operate robust checks to minimise the impact of chargebacks and unauthorised transactions. To protect players and the platform we take the following approach:

• Where a chargeback is raised on a card used to fund gameplay, we will investigate and may restrict access to the account until the situation is resolved.
• If a chargeback is upheld and funds are debited from our accounts, we reserve the right to close the player account, retain balances and seek recovery of funds where applicable.
• Players should notify us immediately of suspected unauthorised payments to reduce the risk of loss.

15. Key rules at a glance

16. Our commitments and testing outcomes

As part of our continuous improvement program we regularly test payments, verification, game fairness and customer service responsiveness. Our tests show that verification is usually completed within a short period when valid documentation is provided, deposits are credited quickly for most mainstream payment methods, and withdrawals are processed efficiently once identity checks are satisfied. We also maintain incident logs to ensure we can address game malfunctions promptly.

17. Changes to these Rules

We reserve the right to change these Rules from time to time. When significant changes are made we will notify players by updating this page and, where reasonable, by email or in-account messaging. It is your responsibility to review the Rules regularly. Continued use after publication of a change indicates acceptance of the updated Rules.

18. Final remarks

These Rules are designed to create a safe, fair and enjoyable environment for all players. If you have any questions about these Rules, account verification, payments or promotion terms, contact our customer support team who can provide details, request forms and next steps. We tested our support pathways and aim to provide clear, timely assistance.

By registering and playing with The Pokies you confirm that you have read, understood and accepted these Rules in full. We are committed to transparency and fair play and will continue to publish updates and test results where appropriate to maintain a trusted gaming experience.

Last updated: 2025