Whether it's about your account, payments, games, or bonuses — you'll find the answers here. Search, browse the guides, or talk directly to our team.
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Questions come up when using any online platform — that's completely normal. From opening your Pokko account to everyday use, you may have all kinds of queries along the way. This Help Center is built to give you quick answers to exactly those questions.
Payment issues are the most common type of query we receive. If you've made a deposit via bKash but it's not showing in your wallet, don't panic — first, check your transaction history in the bKash app. If it shows the amount was deducted but hasn't appeared in your Pokko wallet, take a screenshot of the transaction and bring it to live chat. This is usually resolved within 10–15 minutes.
For withdrawal delays, please be patient — if your KYC verification is incomplete, your first withdrawal may take a bit longer. First-time withdrawals may require you to upload your NID and a selfie. Once this verification is done, it won't be needed again. After verification, withdrawals on Pokko are typically completed within 15 minutes on average.
Bonus questions are also common. If you didn't receive a first deposit bonus or your free spins haven't been added, start by checking whether you've met all the welcome bonus conditions. If the minimum deposit amount is correct and your account is new, the bonus should be applied automatically. If it hasn't, reach out via live chat with your deposit reference number and it can be sorted out quickly.
The most common technical issue is a game failing to load or a page freezing. Start by clearing your browser cache — in Chrome, press Ctrl+Shift+Delete to clear cache and cookies, then try again. Refreshing the browser on mobile often fixes the problem too. If your internet connection is slow, games may take longer to load.
Pokko takes account security seriously. If you suspect someone else has tried to access your account or you notice any unusual activity, change your password immediately and enable two-factor authentication. If needed, contact our urgent support line — we can also arrange a temporary account block.
New bettors often have plenty of questions — how to read odds, what an accumulator bet is, and when to use cash out. For these kinds of questions, it's worth browsing Pokko's betting guide section, where everything is explained in plain language. If anything is still unclear, just ask us in chat and we'll walk you through it directly.
Responsible gaming support is also available through this Help Center. To set daily limits or weekly deposit caps for yourself, you can do so from Account Settings. For more detailed assistance, Responsible Gaming View the section.
Pokko's Help Center also offers an email ticket system. If your issue is complex and you need to attach documents or screenshots, reach out via email or a support ticket — you'll typically receive a detailed response within 3–6 hours. For quick questions, live chat is the fastest option.
Take a screenshot of the transaction and provide the reference number in live chat. The issue will be resolved within 10 minutes.
Clear your browser cache and cookies, try a different browser, or use Incognito mode.
Check the wagering requirements and minimum deposit. Then provide your deposit reference in live chat.
Too many incorrect password attempts will temporarily lock your account. Please contact support via email.
Your ticket has been submitted successfully!
We'll reply to your email within 3–6 hours.
For urgent matters, please contact us via live chat.
Type a keyword in the search box at the top of the page. Most common questions are already covered in the guide sections.
Choose the relevant section — payments, account, or betting — and read the related guide.
If the guides don't resolve your issue, use live chat. You'll get a response within 3 minutes.
For complex issues, submit a detailed support ticket — you can also email us with screenshots.
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