Withdrawal Policy

1. General provisions

1.1. This Withdrawal Policy forms part of the Terms and Conditions of PokieSurf Casino (“Casino”, “we”, “us”, “our”) and governs the withdrawal of funds from your player account (“Account”).

1.2. By submitting a withdrawal request, you agree to this Withdrawal Policy and confirm that all information you provide is accurate and complete.

1.3. We process withdrawals in accordance with applicable laws, anti‑money laundering (AML) and counter‑terrorist financing (CTF) regulations, and responsible gambling requirements.

2. Definitions

2.1. “Deposit Balance” means real‑money funds you have deposited into your Account, including winnings derived from those funds, excluding any bonus funds that are subject to wagering.

2.2. “Bonus Funds” means funds credited as part of a promotion, free spins, cashback or other bonus, which are subject to specific wagering and withdrawal conditions.

2.3. “Verified Account” means an Account for which we have successfully completed all required identity, age, address and payment‑method checks (KYC/AML).

3. Eligibility for withdrawals

3.1. You may request a withdrawal only from your own personal, registered Account and only in your own name.

3.2. You must have a Verified Account before we can process any withdrawal. We may request documents at any time, including on or after a withdrawal request.

3.3. We reserve the right to refuse or delay a withdrawal if:

• You have not completed verification checks.
• We suspect the activity on your Account may be fraudulent, illegal or in breach of our Terms.
• You have not complied with bonus terms, wagering requirements or game restrictions.

4. Verification (KYC) requirements

4.1. Before processing a withdrawal, we may require one or more of the following:

• Government‑issued photo ID (passport, driver’s licence, national ID).
• Proof of address (utility bill, bank statement, tax letter, issued within the last 3 months).
• Proof of ownership of payment method (photo of card with masked digits, e‑wallet screenshot, crypto wallet proof, bank statement).

4.2. In higher‑risk cases or for large withdrawals, we may request additional verification, including a video call, enhanced source‑of‑funds documentation or notarised copies.

4.3. If you fail to provide requested documents within a reasonable period, we may cancel your withdrawal and, where required by law, freeze or close your Account.

5. Withdrawal methods

5.1. Available withdrawal methods will be listed in the Cashier section and may include, subject to your country:

• Bank transfer.
• Visa / Mastercard (where supported for payouts).
• Selected e‑wallets.
• Cryptocurrency options (e.g., BTC, ETH) where allowed.

5.2. We operate a “closed‑loop” policy where possible: withdrawals will be returned, up to the amount deposited, via the same payment method(s) used for deposit. Any remaining balance may then be paid via alternative methods offered in the Cashier.

5.3. We may restrict certain methods based on your jurisdiction, currency, payment‑provider rules or internal risk assessments.

6. Currencies

6.1. Your Account operating currency will be displayed in the Cashier.

6.2. If we must process a withdrawal in a different currency, conversion will be done at the prevailing rate used by our payment provider or bank. Any conversion fees or rate differences are your responsibility.

7. Minimum and maximum withdrawal amounts

7.1. Minimum withdrawal amount (per transaction):

• Standard accounts: e.g., 25–50 in your Account currency (exact value to be confirmed on site).

7.2. Maximum withdrawal limits (example values, adjust to brand):

• Daily limit: e.g., up to 2,500.
• Weekly limit: e.g., up to 5,000.
• Monthly limit: e.g., up to 20,000.

Higher limits may apply to VIP players, subject to individual agreements.

7.3. Large wins may, at our discretion, be paid in instalments according to your applicable daily, weekly or monthly limits.

7.4. We reserve the right to adjust limits for security, compliance or responsible‑gambling reasons (e.g., payment‑method restrictions, AML requirements, or where we have agreed a personalised limit with you).

8. Processing times

8.1. Internal review time: Withdrawals are normally reviewed within 24–72 hours from the time you submit a valid request, excluding weekends and public holidays.

8.2. Once approved, the time for funds to reach you depends on the method:

• Bank transfer: typically 2–5 business days, depending on your bank and country.
• Bank cards: typically 3–7 business days.
• E‑wallets: often within 24 hours after approval.
• Cryptocurrency: usually within a few hours after approval, subject to network conditions.

8.3. These timeframes are indicative only; external payment‑provider and banking delays are outside our control.

8.4. If additional checks are required (e.g., KYC/AML or game‑activity review), processing may take longer and you will be notified where possible.

9. Pending period, reversal and withdrawal lock

9.1. Once requested, your withdrawal will show as “pending” while it is under review.

9.2. At our discretion, we may offer a “withdrawal lock” feature which, when enabled by you, prevents you from cancelling a pending withdrawal, supporting safer gambling and reducing the risk of re‑gambling your winnings.

9.3. Where the lock feature is not used or available, you may be able to cancel a pending withdrawal and return the funds to your Account balance, provided it has not yet entered the irreversible processing stage.

10. Fees and charges

10.1. We aim to process withdrawals free of charge; however, we reserve the right to apply a reasonable, cost‑reflective processing fee in the following cases:

• Multiple small withdrawals in a short period.
• Withdrawals via specific methods that incur high processing costs.

10.2. Any fees will be clearly displayed in the Cashier before you confirm your withdrawal.

10.3. Your bank, card issuer, e‑wallet provider or crypto network may apply additional charges (e.g., transfer fees, currency conversion, blockchain network fees) which are outside our control.

11. Bonuses and wagering requirements

11.1. Bonus funds and any winnings derived from them may be subject to wagering requirements, maximum bet rules, game‑weighting rules and maximum cashout limits, as specified in the Bonus Terms for that promotion.

11.2. Until wagering requirements are met, you may:

• Withdraw your Deposit Balance and real‑money winnings at any time; however, this may result in forfeiture of active bonus funds and associated bonus winnings, as clearly stated in the bonus terms.

11.3. If you request a withdrawal before completing wagering, we may cancel any un‑wagered bonus and associated winnings while paying out your eligible Deposit Balance and real‑money winnings.

11.4. Some bonuses may include a maximum cashout cap on bonus‑derived winnings (e.g., free spins, no‑deposit bonuses), which will be clearly stated in the promotion. Any amount above the cap will be forfeited.

12. Responsible gambling and risk checks

12.1. We may delay or limit withdrawals where we need to conduct responsible‑gambling checks (e.g., affordability, source of funds) or comply with AML/CTF obligations.

12.2. We may ask you for additional documentation supporting your source of funds or source of wealth, especially in cases of high or unusual play and large withdrawals.

12.3. If responsible‑gambling measures are applied to your Account (e.g., deposit limits, time‑outs, self‑exclusion), withdrawal processing may be adapted to ensure your safety and regulatory compliance.

13. Dormant and closed accounts

13.1. If your Account is classified as dormant or has been closed, you may still be entitled to withdraw any remaining eligible funds, subject to standard verification and legal requirements.

13.2. Where we are unable to contact you or complete verification, funds may be handled in accordance with applicable law, including possible transfer to a regulator or relevant authority.

14. Anti‑fraud and security

14.1. We monitor all transactions for fraud, collusion, chargebacks, misuse of bonuses, money laundering or any other prohibited activity.

14.2. We may withhold or cancel a withdrawal, freeze funds, or close an Account where we reasonably suspect:

• Use of stolen or unauthorised payment methods.
• Chargebacks or payment disputes.
• Multiple accounts, identity theft, or bonus abuse.
• Any activity in breach of our Terms or applicable laws.

14.3. In such cases, we may be obliged to share information with payment providers, financial institutions, regulators and law‑enforcement agencies.

15. Disputes and complaints

15.1. If you have questions or disagree with a withdrawal decision, you must contact Customer Support first via live chat or email using the details on the website.

15.2. Complaints will be handled in accordance with our Complaints Policy and terms. If you remain dissatisfied, you may escalate to an independent dispute resolution body or regulator where available in your jurisdiction.

16. Changes to this policy

16.1. We may update this Withdrawal Policy from time to time to reflect changes in law, regulatory guidance, payment‑provider rules or our internal procedures.

16.2. The current version of this Withdrawal Policy will always be available on the website, and material changes will be communicated where required (e.g., via email, on‑site notification