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Support
- To get the answer as quickly as possible, please write to our chat
- You can also email us: support@pokiesurf.com
- All requests are processed by us within 3 hours, but usually it happens much faster.
FAQ
To make a withdrawal request, you must first confirm your email address or mobile phone number in your profile and fill in your personal information.
Once your email or phone number is confirmed, go to the /withdraw page to withdraw the money from your account.
Enter the desired withdrawal amount and specify your first name, last name and bank account number.
Each withdrawal request is processed within 48 hours, but the actual money transfer to your account can take up to 5 working days. Withdrawal requests are not processed on weekends.
You can track the status of your withdrawal request here: /history.
As soon as the request is processed, its status will change to "Completed".
As soon as the request is processed, its status will change to "Completed".
A bonus is gift money that can be used in slot games. The bonus can be withdrawn only after being wagered.
All of the available bonuses can be seen here: /promo
In order for bonuses to be withdrawn, they must be wagered. Once you have met the requirements to convert the bonus to real money, the bonus amount you wagered will be transferred from your bonus account to your real money account and will be available for withdrawal.
When you make a deposit, you may receive a bonus as a gift. The deposit is credited to your real money account, while the bonus (gift money) is credited to a separate bonus account.
You cannot withdraw the bonus directly, but you can play with it. Only the funds in your real account are available for withdrawal.
To make the bonus withdrawable, you must wager an amount equal to:
Bonus Amount × Wager
The wager is a special multiplier that determines how much you must wager before the bonus money becomes real. This multiplier is specified in the bonus description.
Once the wagering requirement is fulfilled, the initial bonus is transferred to your real account, from where it can be withdrawn. You can monitor your bonus wagering progress in your profile.
If you withdraw your winnings before meeting the wagering requirement, the bonus account will be reset.
For example:
You deposited 50 AUD and received a 50% bonus with a 30x wagering requirement.
Your real account contains 50 AUD, and your bonus account contains 25 AUD, giving you a total of 75 AUD to play with. The 50 AUD in your real account is available for withdrawal at any time.
To cash out your 25 AUD bonus, you must wager (not deposit!) 25 AUD × 30 = 750 AUD.
Once this condition is met, the initial bonus amount will become available for withdrawal.
You cannot withdraw the bonus directly, but you can play with it. Only the funds in your real account are available for withdrawal.
To make the bonus withdrawable, you must wager an amount equal to:
Bonus Amount × Wager
The wager is a special multiplier that determines how much you must wager before the bonus money becomes real. This multiplier is specified in the bonus description.
Once the wagering requirement is fulfilled, the initial bonus is transferred to your real account, from where it can be withdrawn. You can monitor your bonus wagering progress in your profile.
If you withdraw your winnings before meeting the wagering requirement, the bonus account will be reset.
For example:
You deposited 50 AUD and received a 50% bonus with a 30x wagering requirement.
Your real account contains 50 AUD, and your bonus account contains 25 AUD, giving you a total of 75 AUD to play with. The 50 AUD in your real account is available for withdrawal at any time.
To cash out your 25 AUD bonus, you must wager (not deposit!) 25 AUD × 30 = 750 AUD.
Once this condition is met, the initial bonus amount will become available for withdrawal.
The percentage of bonus wagering can be seen here: /profile. The bonus can be wagered only by playing slots.
The bonus is cancelled in the following cases:
- you have made a withdrawal request while you have a bonus that has not yet been transferred to your real account.
- if you have reached a zero balance in the game.
It is also possible to cancel bonuses in your profile /profile or via our support team (cancellation applies to all bonuses together).
Cashback is a percentage of funds spent in-game that can be returned to your gaming account to be used again.
You can check the current cashback amount and its availability date here: /cashback
You can change the phone number in your profile yourself, but you cannot change your email address. You can contact us at any time for help. Contact support: /support.
Sometimes, payments don't go through on the first attempt, but you can always try a different payment method, and/or try again after a while.
It's also worth trying to use a different card or an e-wallet.
More payment methods can be found here: /deposit
It's also worth trying to use a different card or an e-wallet.
More payment methods can be found here: /deposit
Usually, it takes just a couple of seconds for the funds to appear on your gaming account. However, a lot depends on how the payment systems operate. In some cases, delays in payments can take up to 2 hours.
If the funds do not arrive in 2 hours, please provide us with proof of payment and we will address the matter immediately. Proof of payment must be a valid document issued by your bank.
Please note, if the transfer of funds was carried out through an e-wallet, then we will need a screenshot of your e-wallet proving the transfer.
If the funds do not arrive in 2 hours, please provide us with proof of payment and we will address the matter immediately. Proof of payment must be a valid document issued by your bank.
Please note, if the transfer of funds was carried out through an e-wallet, then we will need a screenshot of your e-wallet proving the transfer.
We don’t charge any fees, but payment systems may occasionally apply a service charge. If the amount withdrawn from your account exceeds what you intended to deposit, please contact us.