Contact
Online Pokies runs no player accounts, takes no deposits and holds no balances on this domain. That means there's no player-support inbox in the usual sense, and most questions that look like player-support questions belong somewhere else. This page lays out where each kind 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 tied to 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, a frozen account — needs to go to the operator's own support team, not to us. We have no access to your account, can't see your transaction history, and can't expedite a withdrawal on your behalf. Most operators we cover run 24/7 live chat as the fastest channel; email and a phone line where one exists are the slower fallbacks. The review of the operator on this site lists the support channels available.
If the operator's own support has failed to settle a legitimate complaint after a reasonable period, the next step is the operator's licensing regulator (most often Curaçao eGaming for the brands we cover), not us. Curaçao publishes a complaints channel that accepts player submissions directly; the operator's site footer should link 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 keeps a complaints register for offshore providers that have drawn reports. Lodging a complaint with ACMA at acma.gov.au is the right first move if you believe an offshore operator has acted unlawfully toward you as an Australian resident.
Online Pokies is not an ACMA-authorised dispute body and we can't force an operator to act. We do follow up when readers tell us a previously-covered operator has misbehaved, and operators that fail to resolve substantive player complaints can lose their coverage here — but that's an editorial response, not a regulatory one. ACMA is the regulator.
If gambling is causing harm
If your reason for getting in touch 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, this site included. The Responsible Gambling page carries the wider list of support services and the practical self-management tools available at offshore operators.
We don't carry 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 our content
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 shared in advance for "fact-checking" before publication. The Affiliate Disclosure page describes how the commercial side works in detail. Both have to 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, say) can come to the same editorial address: [email protected]. Your 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, require no special form and charge no fee.
If you believe we've 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 here. We don't currently run a phone hotline, a chat widget or a public ticket system — the volume on this site doesn't justify either, and the editorial style of the replies we send isn't well suited to those formats. Expected response times:
- Corrections and factual concerns: first response within 3 business days; resolution within 14 calendar days.
- Privacy and data-rights requests: confirmation 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 right service if the question belongs elsewhere.
Online Pokies is run by a small editorial team working during normal Australian business hours (AEST/AEDT). We don't operate a 24/7 desk. If your question is urgent and concerns gambling harm, please call the National Gambling Helpline on 1800 858 858 — it's staffed around the clock, free, and confidential.