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Uptown Pokies FAQs

Welcome to Uptown Pokies – the ultimate online casino for Australian players.  Whether you are new to our site or a loyal member, we want to make sure you have the best gaming experience possible.  That’s why we have compiled this list of frequently asked questions (FAQs) to answer some of the most common queries and concerns you may have.

If you can’t find what you are looking for here in our FAQs, please feel free to contact our friendly and professional customer support team via Live Chat or email.

REGISTRATION AND ACCOUNT FAQs

To sign up with Uptown Pokies, you need to click on the “Sign Up” button at the top right corner of our website. You will be asked to fill in your personal details, such as your name, email address, username, password, address, date of birth and mobile number. You will also need to agree to our terms and conditions – with optional marketing SMS messages and optional information about bonuses, news and promotions. Finalise the process by clicking on “Register”.
If you forgot your password, you can click on the “Forgot Password” link at the bottom of the login page. You will be asked to enter your username and email address. A link to reset your password will be emailed to the email address associated with your account. Follow the instructions in the email to create a new password and log in to your Uptown Pokies account.
If you forgot your username, you can click on the “Username” link next to “Forgot Password” on the login page. Your username will then be emailed to the email address associated with your Uptown Pokies account.
If you forgot your email address, you can contact our customer support team via Live Chat or email. Bear in mind that there is no standard procedure to verify your email address, each situation is dealt with on a case-to-case basis. The process might involve verifying your identity and answering security questions. It might also not be possible for us to help you retrieve your email address.
You can only create one Uptown Pokies account per person, per household, per IP address and per device. Creating multiple accounts is a violation of our terms and conditions and may result in the closure of all your accounts and the confiscation of your winnings. If we suspect any fraudulent activity, this might include a permanent ban from Uptown Pokies.
You need to be at least 18 years old (or be of legal age to gamble in your jurisdiction/country) and reside in a country where online gambling is legal to create an Uptown Pokies account. You also need to have a valid email address, a physical address, and phone number. You may be required to provide certain documents to verify your identity, such as a copy of your ID card, passport or driver’s license, a utility bill or a bank statement.

DEPOSITS AND WITHDRAWALS FAQs

To deposit funds into your Uptown Pokies account, you need to login to the casino and click on the “Cashier” button at the top right corner of the page. You will see a list of available deposit methods, such as Visa, Mastercard, Neosurf, Bitcoin, and Bank Wire (Note: the availability of deposit methods will depend on your country). Choose your preferred method and follow the instructions on the screen to complete your transaction.
Deposits are processed instantly for most methods. Bitcoin deposits might take up to 15 minutes or an hour – depending on the network speed. Bank Wire and EFTs could take up to 72 hours or more – depending on your financial institution. You will see your updated Uptown Pokies account balance as soon as your deposit is confirmed by us.
The minimum amount that you can deposit into your Uptown Pokies account depends on the deposit method you use. For example, Neosurf, eZeeWallet has a $10 minimum deposit, VISA, American Express and MasterCard have a $20 minimum deposit, and CashtoCode and Bitcoin have a $25 minimum deposit. You will see the requirements for each method when you click on it.

The maximum amount you can withdraw from your account depends on the withdrawal option you are using, your VIP status and your withdrawal history.  There could also be a cap on the number of times you can withdraw using a specific method, for example, EFT allows for 2 x withdrawals per week, and Bitcoin withdrawals are capped at 1 x withdrawal per week.

Please contact customer support for more information about withdrawing funds from your account.  Note: Withdrawals are generally subject to account verification.

Uptown Pokies does not charge any fees for depositing or withdrawing funds into and from your casino account. You may however incur some fees from your bank or the withdrawal method provider, depending on their policies. You are responsible for covering any such fees.

BONUSES & PROMOTIONS FAQs

You can get a bonus at Uptown Pokies by claiming one of our many promotions that are available on the promotions page on our website, or on the promotions section via the lobby. We offer a generous welcome package for new players, as well as daily bonuses, cashback offers, free spins, comp points and VIP rewards for loyal players. You can also contact customer support and keep an eye on your email and casino account inbox for exclusive offers.
To claim a bonus at Uptown Pokies, you need to login and go to the Cashier section. You will see a list of available bonuses that you can redeem by entering their respective coupon codes in the box provided. Certain bonuses may require a minimum deposit amount or have other terms and conditions that you need to meet before you can claim them. Most bonuses can be added to your account automatically by customer support.
Wagering requirement (also known as the playthrough) means the amount of money that you need to bet on eligible games before you can withdraw any winnings from your bonus. For example, if you receive a $100 bonus with a 30x wagering requirement, you need to wager $3,000 ($100 x 30) before you can cash out your bonus winnings.
If you cannot meet the wagering requirement, you will forfeit your bonus and any winnings derived from it. You will also not be able to claim any other bonuses until you clear your current bonus balance. This is to prevent people from claiming the bonus and then immediately cashing out – taking the free bonus money with them.
You can only claim a bonus once per account, unless otherwise stated in the bonus terms and conditions. Certain bonuses may be available on a daily, weekly or monthly basis, while others may be limited to one-time use only. You can check the status of your bonuses in the Cashier section.

SECURITY, FAIR PLAY, AND RESPONSIBLE GAMING FAQs

Yes, your personal information is safe and protected at Uptown Pokies. We use the latest encryption technology and firewall systems to ensure the security and privacy of your data. We also comply with the relevant laws and regulations regarding data protection and privacy.
Yes, it is safe to make a deposit and to withdraw funds at Uptown Pokies. We use reputable and trusted payment methods that are secure and reliable. We also have a strict anti-fraud policy and monitor all transactions for any suspicious activity.
Yes, you can trust that Uptown Pokies game results are fair. We use a certified Random Number Generator (RNG) that ensures that all game outcomes are random and unbiased. We also have our games tested and audited by independent third-party agencies that verify their fairness and accuracy.
If you struggle with problem gaming, you can contact our customer support team and request to set certain limits on your account, such as deposit limits. You can also request to self-exclude from our casino for a certain period of time. Additionally, you can seek help from professional organisations that offer counselling and support for problem gamblers, such as Gamblers Anonymous, Gambling Therapy or GamCare.
If you want to close your Uptown Pokies account, you need to contact our customer support team via Live Chat or email and inform them of your decision. They will ask you security questions to verify your identity and then process your request. You will receive a confirmation email once your account is closed. Please note that closing your account will result in the loss of any bonuses, comp points and VIP status that you may have accumulated.

ABOUT UPTOWN POKIES FAQs

As a member of Uptown Pokies, you will enjoy a range of benefits, such as:

  • Access to over 200 exciting and high-quality games from SpinLogic, one of the leading software providers in the industry.
  • Generous welcome bonuses and promotions, including a $8,888 welcome bonus package and 350 free spins on your first six deposits.
  • Loyalty rewards and VIP program where you can earn comp points for every wager you make and redeem them for cash or other prizes.
  • Secure and convenient banking options, including credit cards, e-wallets, prepaid cards and cryptocurrencies.
  • Fast and hassle-free withdrawals, with no fees or limits.
  • 24/7 customer support
  • Mobile compatibility, allowing you to play on any device, anywhere and anytime.

Uptown Pokies currently offers two methods of contact.  You can reach out to our customer support team via Live Chat, or you can send an email to support@uptownpokies.com.

When you first engage our Live Chat functionality, you will encounter the UptownBot, which is an automated chatbot. UptownBot is able to answer general questions and queries instantly. If UptownBot is unable to assist, you will be redirected to a human customer support agent. Depending on how busy our support agents are, you will be connected within a few seconds up to a few minutes.
The time to respond depends on the query or question and the availability of our support agents. Uptown Pokies endeavours to respond to emails within a few hours, although it could take a few business days if the query involves more complex issues such as withdrawals and player identity verification.

Prior to making your first withdrawal from your Uptown Pokies account, you will be required to verify your casino account.  This is to confirm the accuracy of the information you provided upon registration of your account.  The process for verifying your account might vary but will generally including submitting documents via email to documents@uptownpokies.com.

Some of the documents could include: a colour copy of a government-issued ID that includes a photo, your passport or your driver’s license.  If you are withdrawing as cryptocurrency, we might require additional proof of identity such as a photo of you holding a government-issued ID.  For more information, please refer to our “Account Verification” page or contact customer support.

It may sound strict, but this is to ensure that it is, in fact, you who are asking to withdraw funds from your Uptown Pokies account.  We want to be sure we’re sending your winnings to YOU.

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