Account:

I forgot my password. Can I create another account?

You are not allowed to create more than one account to Pokio. You can retrieve your password by clicking the "Forgot Password?" tab on the login page. We will then send a verification code to your verified email which will help you to login to your account.

I forgot my password. How do I get a new one?

You can retrieve your password by clicking the "Forgot Password?" tab on the login page. We will then send a verification code to your verified email which will help you to login to your account.

Where can I change my password?

Go to "Me" -> "Settings" on the Pokio app and then go to "Security". There you will find a "Reset Password" tab where you can change your password.

I forgot my login details. What should I do?

Please, contact Pokio support at support@pokio.com and they will help you to retrieve your login details.

Can I see my previous hands somewhere?

Go to "Stats" on your Pokio account and then go to "Table History". There you can choose your own table history from the last 7 or 30 days or the full history.

What can I do with diamonds?

Diamonds are our own currency. With Diamonds you can change your nickname, buy more thinking time in the games and much more.

Can I change my nickname?

Go to "Me" on your account and click your avatar. Click "Nickname" and there you can change your nickname. The first change is free. Further changes will have a cost of 1000 Diamonds.

Can I have more than one account?

No. You are only allowed to have one account.

Where can I change my email address?

Please, contact Pokio Support at support@pokio.com if you need to change your email address.

I have moved. How can I change my home address?

Please, contact Pokio Support at support@pokio.com if you need to change your home address. If you are verified, send us a new Proof of Address document with your new home address. If you are not verified yet, please send us your Proof of Identity and Proof of Address documents so we can update your home address.

How can I change my mobile number?

Please, contact Pokio Support at support@pokio.com if you need to change your mobile number.

Do you have bonuses?

We do not have any bonuses on Pokio.

I can't login to my Pokio account. Why is that?

There can be variety of reasons why you can't login to your Pokio account. Are you sure that you are entering the correct username and password? If you are, please contact Pokio support at support@pokio.com for more help.

I misspelled my name when I created my account. How can I change it?

Please, contact Pokio support at support@pokio.com for more help. Send us your Proof of Identity document so we can amend your name to your account.

I have moved to another country. How can I change the country on my account?

Please, contact Pokio support at support@pokio.com and send us your Proof of Identity and Proof of Address documents. We will then help you to change the country on your account.

I keep getting log out if I am inactive for some time. Can I make the automatic log out longer somewhere?

Yes, you can do this by going to "Me" -> "Security" and then go to "Auto Logout". There you can choose how long you want the time be. You can choose between 15-180 minutes.

Clubs and games:

What does "Insurance" mean?

Insurance is offered to you when you are favored winner of the hand (on turn and river). You can choose to insure your hand to avoid bad beat. This means that if you lose, you will still get a certain percent of the pot amount. If you do win, you just pay the insurance and you will get the rest of the pot.

How can I create my own club?

You can create your own Pokio club by going to "Clubs" on your Pokio account. Click "Create" and the first thing you will see is the Terms and Conditions of the clubs. You will need to agree to these before you can create the club. After that fill in all the information (Club name, Country, Description, Image) and then click "Done". Now you have your own Pokio club!

How do I invite my friends to join my club?

Go to homepage of the club you created, and click the button "Share" at the right corner on the top. There you can choose your favorite option to invite friends.

What does "Top Clubs" mean?

Top clubs have been pre-screened and approved by Pokio. These clubs follow strict security and anti-fraud guidelines. They also provide superior customer service and player experience to their players so you can concentrate in having fun at the tables!

Do I get rewarded when I have my own club?

By running cash, Sit'n'Go, and MTTs at your own clubs, you will be rewarded 100% net gaming revenue on cash games and 50% of MTT and SNG fees.

How can I join to my friend's game?

To join your friend's game, you need to join the club that hosting the table. Then you can either identify the table your friend is playing with, and join it directly, or you can automatically join the table though the link your friends shared with you.

What are club circles?

Club Circle is the new recreational, integrated ecosphere to give players much more fun among all the clubs!

By being part of a club circle, the players in the clubs can play all the tables that started by the circle leader. Meanwhile, clubs get rewarded if players from their clubs play a game in the circle.

Create or Join a Club Circle now!

How do I create a club circle?

If you wish to create a club circle, please feel free to contact us at circle.vip@pokio.com for more information.

How are the cards shuffled? Is it fair?

A standard poker deck of 52 cards are shuffled in a 100% random order. They're then drawn & given to each seat in the order they've been shuffled. The shuffling algorithm has no knowledge about poker hands or players it's dealing to. The players and results are determined separately once the hand is completed.

What does RNG mean?

Random number generator (RNG) is a system that creates a sequence of apparently unrelated numbers.

We submitted extensive information about our random number generator (RNG) to an independent organization. We asked this trusted resource to perform an in-depth analysis of the randomness of the output of the RNG, and its implementation in the shuffling of the cards on our platform. See here to read the Certification of Integrity, and here for more information about Gaming Laboratories.

Another player is rude and abusive in the chat. What should I do?

If you would like to report a repeat offender or somebody that we should watch carefully, please contact Pokio support at support@pokio.com to report an abuse.

I think two players are playing together and chip dumping. What should I do?

Please, contact Pokio support at support@pokio.com for more help. We will investigate all legitimate reports of fraud and inappropriate behavior.

Payments and verification:

How do I make a deposit?

When you login to your Pokio account, click "Wallet" - > "Deposit". There you can choose the deposit method you wish to use. Fill in all required information and proceed with the payment.

What deposit methods does Pokio offer?

We offer the following deposit methods in Pokio: Trustly, Cards, Zimpler, Astropay Card, Astropay Direct, Neteller, Skrill, Rapid Transfer, E-pro, Paysafecard, MyPaysafecard, and EcoPayz. This may differ depending on the country you are registered from.

What withdrawal methods does Pokio offer?

We offer the following withdrawal methods in Pokio: Trustly, Cards, Zimpler, Neteller, Skrill, Rapid Transfer, MyPaysafecard and EcoPayz. The withdrawal method depends on the deposit method you have used to make the deposit.

Can't make a withdrawal. Why?

Have you verified your Pokio account? Please, upload the requested documents to your Pokio account by going to "Me" -> "Identity Verification". If you have verified your account, please contact Pokio payments at payments@pokio.com for further help.

How do I send verification documents?

You can upload the document directly from your Pokio account. Go to "Me" -> "Identity Verification". There you can either take a photo of your Proof of Identity and Proof of Address documents or upload a photo from your phone to your Pokio account. If further documentation is needed, we will contact you via email. Our Security Department will process your request within 48 hours. You will get a notification when the documents have been processed.

Which documents do I need to send for the verification of my Pokio account?

We will need you to upload pictures of your Proof of Identity and Proof of Address documents. If further documentation is needed, we will contact you via email.

Which documents are acceptable as Proof of Identity?

You can confirm your identity by uploading either passport, driver's license or government issued photo ID.

Which documents are acceptable as Proof of Address?

This has to be an invoice connected to your household. This has to be either electricity, water, gas, internet or TV bill.

I made a deposit but it's not showing on my Pokio account.

Did the funds leave from your card/bank account/E-wallet? If did, please contact Pokio payments at payments@pokio.com for further help. Please, send us a screenshot of the transaction which will help us to investigate this.

I made a withdrawal but I still haven't received the funds.

Please note, with some withdrawal methods it might take few business days until you receive the funds. If you think that you should have already receive the funds, please contact Pokio payments at payments@pokio.com for further help.

Can I have multiple withdrawal requests?

Yes, you can have more than one pending withdrawal at the same time.

How long will it take to process my withdrawal?

Your withdrawal will be processed within 48 hours. You will get a notification when the withdrawal has been processed.

Can I cancel my withdrawal?

Unfortunately, you cannot.

I don't feel comfortable to send my personal documents to you.

We take our players security very seriously and we operate under a strict privacy policy. Our well educated Security Department will handle your documents and documents are located in secure location according with the General Data Protection laws we comply with.

I am trying to make a withdrawal but I get an error message saying that my withdrawals are disabled. Why is that?

Have you verified your Pokio account already? If you haven't, please upload the requested documents by going "Me" -> "Identity Verification". If you have verified your account already, please contact Pokio payments at payments@pokio.com for further help.

I want to withdraw to another bank account/e-wallet/credit card than the one I used to make a deposit. How can I do that?

Unfortunately, that is not possible. You will have to withdraw to the bank account/e-wallet/credit card which you used when you made the deposit.

Can I use someone else's bank account/e-wallet/credit card to make a deposit?

No, you need to use your own personal deposit methods.

The card/account I used to deposit does no longer exist. How should I withdraw my winnings?

In this case, you will need to withdraw to a verified bank account. We kindly ask you to contact our Pokio payments at payments@pokio.com for further assistance.

Which currencies do you offer?

We offer EUR, PLN, NOK, SEK, BRL currencies in Pokio. The currency is automatically based on the country you are from.

Can I change my currency?

Unfortunately, it is not possible to change the currency.

What is the difference between my wallet and club wallet?

"My Wallet" is your own funds. Your deposits and winnings go to this wallet and this is wallet you can use when you register to a table. "Club Wallet" is where your rewards from your club comes.

Can I transfer funds from my club wallet to my wallet?

Yes, you can do this whenever you want. As soon as you have funds on your "Club Wallet", click the balance and then "Transfer to My Wallet". Enter the amount you wish to transfer and click "Confirm".

Responsible gaming:

What kind of limits do you offer?

We offer different kinds of limits if you wish to limit your game play. You can set a "Betting Limit", "Hands Limit", "Stop Loss Warning" and "Deposit Limit". You can set the limit you wish to set by going to "Me" -> "Responsible Gaming".

What is "Betting Limit"?

You have the option to set restriction on the stakes that you play. We will notify you when you try to play the stake-level higher than the limits you set. You can set the limit for 1 day, 7 days or 30 days. The limit is recurring until the limit has been removed.

What is "Hands Limit"?

You have the option to set the hands limit that you play. We will notify you when you reach the set limits. You can set the limit for 1 day, 7 days or 30 days. The limit is recurring until the limit has been removed.

What is "Stop Loss Warning" limit?

We believe that you should be allowed to manage your own budget for playing online. We allow you to restrict your real money loss limit. Those limits may be no higher than the ones we already have for your account. You can set the limit for 1 day, 7 days or 30 days. The limit is recurring until the limit has been removed.

What is "Deposit Limit"?

You can set an amount to limit how much you can deposit in a certain period of time. You can choose either 1 day, 7 days or 30 days. The limit is recurring until the limit has been removed.

How can I remove my limit?

To remove your limit, you can go to "Me" page and click "Responsible Gaming". There you can choose the one you wish to disable. It will take 7 days to remove the limits.

How do I close my account?

If you feel like you want to take a break from gambling, you can do it by going to "Me" -> "Responsible Gaming". There you can choose either "Self-Exclusion "or "Time-Out".

What is "Self-Exclusion"?

This means that you will block your account from any activities on Pokio. This cannot be reversed under any circumstances. During this period of time you have chosen, you will not be able to login to your Pokio account. During this period of time we will not send any marketing emails to you. When the period expires, please contact responsiblegaming@pokio.com in order to consider to reopen your Pokio account. You can choose self-exclusion between 15, 30, 60, 180 days or 1-3 years. If you feel like you don't want to play anymore at all, you can choose a permanent closure and your account will not be reopened under any circumstances.

What is "Time-Out"?

This means that you will block your account from any activities on Pokio. During this period of time you have chosen, you will not be able to login to your Pokio account. You can choose the time-out period between 12 hours up to 7 days.

I might have an issue with my gambling. What should I do?

We recommend you take a break from gambling or permanently close your account. You can do this from your Pokio account "Me" -> "Responsible Gaming". You can also contact Pokio support if you wish us to do it for you. We recommend doing this in other sites you might be registered and seek professional help if you feel that is something you need.

General:

I need help, who can help me?

You are always welcome to ask your club chat for help if you have any general questions. The club owners have a wide range of knowledge and are happy to help you. If the club owners are not able to help you, you are welcome to contact us via Facebook or via email at support@pokio.com.

How do I contact the Pokio Support?

You can contact us via Facebook or via email at support@pokio.com.

I have sent multiple emails to the Support without getting a reply. When will I get a reply?

We go through the received emails in chronical order and we will reply to your email as soon as possible. We thank you for your patience.

Do you have a phone number I can call?

We do not offer phone support; we only operate via email or social media chats.

Which devices are supported?

Android and iOS devices are supported.

Do I need internet to use Pokio?

Yes, internet connection is mandatory for the use of Pokio.

My mobile was lost/stolen. What should I do now?

First of all, password is needed to log in your account. Your Pokio account will be auto-logout 20 minutes (can be changed as per your setting) without any actions per login.

If you think the account could be still active when lost your phone, please contact us at support@pokio.com immediately. We will suspend your account and will not approve any withdrawal requests during the time you lost the device.

I live in USA. Can I make an account to Pokio?

Unfortunately, we do not accept players from the United States of America yet.

Restricted countries

You can find all the restricted countries from our Terms and Conditions.

Where can I find your Terms and Conditions?

You can find the Terms and Conditions from here.

How can I submit a complaint?

When playing in Pokio, it may be that you are experiencing an issue, against our best efforts. If this happens, our professional customer support team will do their utter best to resolve this issue as quickly and efficiently as possible.

To submit a complaint, please send an email with the content of your complaint to support@pokio.com specifying your email address that registered with us. Our customer support team will reply to your request within 24 hours if it is made between Monday and Friday from 8:00AM to 5:00PM CET.

When you receive a reply to your request and you are not satisfied with the outcome, we will direct you to Promediate where you can file the official complaint. Promediate is our licensed ADR (Alternative Dispute Resolution) partner, as per ADR directive issued by the MGA (Malta Gaming Authority).