pookiTerms of Use
We at pooki operate an online gaming and sportsbook platform serving players in jurisdictions where our services are legally permitted. These terms set out the conditions under which you access our platform, create an account, deposit funds, place wagers, and withdraw winnings. By using pooki, you agree to be bound by these terms and our policies on account management, payment processing, and dispute resolution.
Our platform offers live-dealer tables (blackjack, roulette, baccarat, Dragon Tiger, Sic Bo), slot games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways), sportsbook coverage (Liga 1, Piala AFF, Champions League, Premier League, MotoGP), and esports markets (Mobile Legends, Free Fire, PUBG Mobile). We accept deposits and withdrawals through DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and traditional bank channels (mobile banking, local payment, online payment, e-wallet). Our services are available only where local law permits.
This document outlines your rights and obligations as a pooki user, our commitments to account security and fair play, and the procedures we follow for account verification, payment processing, and dispute handling.
Account Opening and User Eligibility on pooki
When you open an account on pooki, you confirm that you are of legal age in your jurisdiction and that you are not prohibited by local law from accessing our services. We require you to provide accurate personal information — your full name, date of birth, email address, phone number, and residential address. You are responsible for keeping this information current; if your details change, update them in your account settings immediately.
We conduct Know Your Customer (KYC) verification before your first withdrawal. You must provide a photo of your national ID (KTP, passport, or driver's license) and a selfie taken at submission time. Our compliance team reviews these documents within 24 hours on business days. Once approved, your account is cleared for withdrawals indefinitely — you will not need to re-verify unless you update your registered name or address.
We reserve the right to suspend or close your account if we discover that you have provided false information, used multiple accounts to circumvent our policies, or engaged in activity that violates our terms or local law. Account closure is final; any remaining balance is forfeited unless we are required by law to return it.
Our pooki account security policy
You are responsible for maintaining the confidentiality of your password and account credentials. We recommend using a strong, unique password and enabling two-factor authentication if available. We will never ask you for your password via email or chat. If you suspect unauthorized access to your account, contact our support team immediately.
We employ industry-standard encryption and security practices to protect your account data and payment information. However, no system is completely secure. We are not liable for losses resulting from your failure to protect your credentials or from unauthorized access caused by your own negligence.
Deposits, Withdrawals, and Payment Terms on pooki
We accept deposits through multiple payment channels: DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and traditional bank virtual accounts (mobile banking, local payment, online payment, e-wallet). Each method carries its own fee structure, which we display transparently before you confirm any transaction. Deposits are credited to your pooki account balance immediately upon successful processing by the payment provider.
Withdrawals are processed to your original payment method. If you deposited via mobile banking, your withdrawal returns to your local payment account. Bank transfers return to your registered bank account. Withdrawal requests are reviewed within one business day. online payment and e-wallet withdrawals typically complete within hours; bank transfers may take one to two business days depending on your bank's settlement window.
We reserve the right to request additional verification for withdrawals that appear unusual — for example, very large amounts or requests from a new device. This protects your account from fraud. Our support team will contact you via email or SMS to confirm details. Cooperation with verification requests ensures your withdrawal proceeds without delay.
Bonus terms and promotional offers on pooki
We may offer promotional bonuses, welcome offers, or reload promotions from time to time. Any bonus is subject to specific terms — including minimum deposit amounts, wagering requirements, game restrictions, and expiration dates. We publish these terms clearly at the time of the promotion. Bonuses are credited to your account only after you meet all stated conditions. We reserve the right to cancel or modify promotions at any time.
Bonus funds are separate from your cash balance and may be subject to additional restrictions. You cannot withdraw bonus funds directly; they must be wagered according to the promotion's terms before any resulting winnings can be withdrawn. If you close your account while holding an unclaimed bonus, the bonus is forfeited.
- Wagering requirement
- The total amount you must wager before bonus funds or winnings from bonus funds can be withdrawn.
- Eligible games
- Specific games (e.g., live-dealer tables, slots, sportsbook) that count toward wagering requirements; some games may be excluded.
- Expiration
- The deadline by which you must claim or complete wagering on a bonus; unclaimed bonuses expire and are forfeited.
Fair Play and Dispute Resolution
We use certified random-number generators (RNG) for all slot games and randomized draws on pooki. Live-dealer games are conducted by professional dealers in HD studios, with results determined by physical card or ball mechanics. All outcomes are recorded and stored in your account history for verification.
If you believe an error has occurred — a bet that did not register, a payout that seems incorrect, or a technical malfunction — contact our support team immediately with the time, game, and bet details. We investigate using our game logs and resolve discrepancies within one business day. If we find an error in our favour, we correct it and credit your account. If we find an error in your favour, we honour the correction.
Disputes that cannot be resolved through our support process may be escalated to our compliance team. We will provide a written explanation of our decision within five business days. If you remain unsatisfied, you may pursue remedies available under your local jurisdiction's law. Our services are available only where local law permits, and you are responsible for verifying that your access and use comply with your jurisdiction's regulations.
Our pooki liability and limitation of claims
We are not liable for losses resulting from your use of pooki, including losses from unsuccessful wagers, technical malfunctions beyond our control, or interruptions to service. We are not liable for indirect, incidental, or consequential damages. Our total liability to you for any claim is limited to the amount you have deposited into your account in the preceding 12 months.
You agree to indemnify and hold pooki harmless from any claims, damages, or costs arising from your violation of these terms, your use of our platform, or your breach of any applicable law.
Jurisdiction and Applicable Law
Our services on pooki are available only in jurisdictions where online gaming and sportsbook wagering are legally permitted. We do not offer our services in jurisdictions where such activities are prohibited. You are responsible for verifying that your access and use of pooki comply with your own jurisdiction's laws and regulations.
These terms are governed by the laws of the jurisdiction in which pooki is registered and operated. Any disputes arising from these terms or your use of pooki shall be resolved through our internal dispute process first, followed by arbitration or legal proceedings as permitted by applicable law.
Changes to our pooki terms
We may update these terms at any time. We will notify you of material changes via email or by posting a notice on our platform. Your continued use of pooki after such changes constitutes your acceptance of the updated terms. If you do not agree with any changes, you may close your account.
Contact and support on pooki
Our support team is available in English and Indonesian via live chat, email, and direct message. Response windows are typically one to four hours for standard inquiries. During holidays like Idul Fitri, Idul Adha, Imlek, and Nyepi, response times may extend, but we maintain basic coverage. For account issues, payment problems, or disputes, contact our support team with as much detail as possible — including the time, game or transaction ID, and a description of the issue.
These terms represent our commitment to transparent, fair, and secure operation of pooki. By using our platform, you acknowledge that you have read, understood, and agree to be bound by these terms. If you have questions about any aspect of these terms, contact our support team before opening an account or placing your first wager.