If a referral reward from the pokies has not arrived, avoid sending repeated messages without evidence. Build a clear record first, then give support the details needed to trace the referral, registration and qualifying activity. This guide explains what to save, how to organise it and what to ask for, while helping you compare pokies net information without assuming that every promotion has the same conditions.
Check the referral rules before contacting support
Start with the exact promotion shown when the referral was made. Referral rewards can depend on conditions such as a new player using a particular link, completing identity or mobile verification, making a minimum deposit, or wagering a required amount. The pokies has published different bonus terms at different times, so an older screenshot may not match the current offer.
Confirm the qualifying action
Write down what the referred player completed and when. Registration alone may not be enough if the offer required a first deposit or other activity. Do not rely on memory. The pokies registration process can include email confirmation, a password, an 18+ confirmation and mobile-number verification, so record each completed step separately.
The pokies records that support a claim
Support can investigate more efficiently when the evidence shows a simple timeline. Save original files where possible, rather than cropped images that remove dates, account details or promotional wording. Keep private information protected when sending documents, and share only what support specifically requests.
Useful records usually include:
- A screenshot of the referral offer, including its terms, reward amount, expiry date and any minimum deposit.
- The referral link, code or message used by the new player.
- The referrer’s username or registered email and the referred player’s registered email, if both people consent to sharing it.
- Registration, verification and deposit confirmation emails showing exact dates and times.
- Cashier receipts, transaction references and account statements that show the qualifying payment.
- Support messages already sent, including ticket numbers and replies.
A screenshot of a promo code the pokies page may help, but it does not prove that a referral tracked correctly. Pair it with the link used and the referred account’s timeline.
Build a timeline support can follow
Put the evidence in date order. Use Australian date format, such as 18 September 2026, and include the time zone if the promotion had a limited window. A short timeline is easier to review than a folder of unrelated screenshots.
Separate facts from assumptions
State what happened, not what you think the system did. For example, write “the referred player deposited A$30 on 12 March” rather than “the casino ignored the referral”. Mention any uncertainty, such as not knowing whether a link opened correctly. This keeps the request neutral and gives support a clear point to investigate.
A basic record can include these concrete fields:
| Record | What to capture |
|---|---|
| Referral offer | Reward amount, conditions and date shown |
| New account | Registration date and email-verification date |
| Mobile check | Date the phone number was verified |
| Qualifying deposit | Amount, date and transaction reference |
| Support request | Submission date, ticket number and reply |
Send a focused request through the pokies faq or chat
Use the official support channel available in your account, such as live chat, email or the pokies faq. Keep the first message short. Include the account identifier, referral date, referred player’s details where permitted, qualifying action and missing reward. Attach only the strongest records and label each file clearly.
Ask for a tracking review
Request confirmation of whether the referral was recorded, which condition is shown as incomplete and whether the reward was rejected, delayed or manually reviewed. Ask support to state the relevant promotion term if they decline the claim. Do not send passwords, full card numbers or cryptocurrency recovery phrases.
If there is no response, send one polite follow-up that quotes the original ticket number. Keep copies of every message. The pokies support pages describe 24/7 live chat and email replies within a few hours, but response time is not a guarantee that a reward will be approved.
Protect your position while the issue is reviewed
Do not deposit extra money simply to chase a missing reward unless you independently understand and accept the terms. Bonus conditions can include wagering requirements, restrictions on withdrawals and one-offer rules. The pokies has published conflicting versions of some promotions, so ask for the exact terms attached to your account before taking further action.
Also remember that The Pokies is an offshore service accepting Australian players, not an Australian-licensed online casino. ACMA formally warned its operator in September 2025, and 56 related domains appeared on the blocked-domain list as at 18 September 2026. That legal and operational risk matters when deciding whether to continue using the account.
Practical takeaway
A strong missing-referral claim is specific, dated and supported by original records. Save the offer, prove how the referral was used, document each qualifying step and ask support to identify the exact missing condition. If the response remains unclear, avoid further deposits and keep the complete paper trail for your own records.