MATE29 Help Centre

Two reasons. It's a licensing and anti-money-laundering obligation we can't opt out of, and it stops anyone who gets hold of your password from cashing your balance into their own account. We ask for a government photo ID — licence or passport — and one document showing your residential address, dated within the last three months.

Most documents are approved inside 20 minutes during Australian waking hours and under two hours overnight. If something's wrong — a blurry corner, an expired card, a name that doesn't match — we tell you exactly what to fix rather than rejecting it silently. Verify at signup rather than at cashout and your first withdrawal will be effectively instant.

No. One account per person, per household and per device. Duplicate accounts are usually created to claim the welcome credit twice, and when we find them we close the extras and void any bonus winnings. If you've genuinely ended up with two by accident, tell live chat and we'll merge them rather than penalise you.

Use the reset link on the login screen for a forgotten password — it goes to your registered address and expires in 30 minutes. If you've lost the email account itself, contact [email protected] from any address and ask for a manual recovery. We'll re-verify you against your ID before changing anything, which takes a little longer but is the whole point.

No. Every game runs in your mobile browser on iOS and Android. MATE29 is built as a progressive web app, so you can add it to your home screen from the browser share menu and it behaves like a native app — full screen, offline shell, no store download and no updates to chase.

Our rolling 30-day median is 8 minutes 42 seconds from request to money-in-account for verified players using PayID or Osko. Card withdrawals take one to three business days because of the card scheme, not us. Crypto usually confirms within 20 minutes. Weekends and public holidays make no difference to the PayID rail.

The daily cap is A$50,000. There's no weekly or monthly ceiling on top of that, so a bigger balance is paid out across consecutive days rather than sat on. Winnings derived from the A$17 no-deposit welcome credit are separately capped at A$170 maximum cashout — that limit applies to the bonus only, never to your own deposited funds.

Almost always one of three things: verification isn't complete, the withdrawal destination doesn't match the account we hold on file, or a bonus still has wagering outstanding. Our fraud tooling will also pause a cashout if the session looks unusual — a new device from a new country, for instance. In every case you get a message explaining which one it is, and live chat can usually clear it inside the conversation.

Not one cent, on any method, at any amount. What you send is what you play with, and what you withdraw is what arrives. Your own bank or card issuer may apply their own charges for international-flagged transactions, which is outside our control but rare on the AUD rails.

Generally no — anti-money-laundering rules require funds to return by the same route they came in, to an account in your own name. If the original method is genuinely unavailable, for example a closed bank account, we can approve an alternative in your name once you've supplied proof of ownership. Third-party accounts are never permitted, no exceptions.

Ten times wagering on A$17 means A$170 of total bets before the bonus balance turns into withdrawable cash. That's turnover, not losses — a A$1 spin counts A$1 towards it whether it wins or loses. Pokies contribute 100%, table games 10%, live dealer 10%. At A$1 a spin you'd clear it in 170 spins, which is about half an hour.

Every Monday we total your net losses for the previous seven days and hand back 5% of them as cash — not bonus credit. There's no cap and no wagering attached, so it's withdrawable the second it lands. You don't need to claim it, opt in or contact anyone; it's paid automatically to every member with a net loss that week.

Any deposit during the draw week earns you an entry, and every A$50 of turnover earns another, so regular players naturally accumulate more tickets. The draw runs Sunday evening and the A$888 prize pool is split across the winners drawn. Results are posted to our Telegram channel and credited as withdrawable cash, never as bonus funds.

You can withdraw your own real-money balance at any time. Doing so while a bonus has wagering outstanding forfeits the remaining bonus balance and any winnings attached to it — the system warns you before it happens. If you'd rather keep the bonus running, wait until the wagering is cleared and then withdraw everything together.

Bronze, Silver, Gold, Platinum and Legend. Progression is based on lifetime turnover rather than losses, so a careful player on high-RTP games climbs at the same rate as anyone else. Higher tiers unlock faster payout priority, bigger cashback multipliers and a named account manager. Full detail is on the VIP club page.

It's the mean published return across all 195 games on the floor, pulled monthly from provider feeds and printed on each tile. Any title that drops below 94% comes off the floor rather than staying quietly listed. Bear in mind RTP is measured over millions of spins across the whole player base — it is not a forecast for your session.

Every pokie in the library runs in demo mode with no account and no deposit. The maths is identical — the RNG doesn't know or care which mode it's in. Ten minutes in demo tells you more about a game's rhythm and volatility than any review will. Browse the full list on the games page.

The round is settled on the game server, not in your browser, so a dropped connection doesn't lose you the result. Log back in and the game reloads at the point it stopped, with any win already credited. If a genuine malfunction voids a round, all bets on that round are returned — this is set out in the game malfunctions section of our terms.

Yes. Account → History shows every round with its stake, result and timestamp, going back to the day you registered. You can also request a full CSV export of transactions and bet history by emailing [email protected]; we turn those around within 72 hours at no charge.

Choose self-exclusion in Account → Responsible Play, or ask any live chat agent to set it up for you. Periods run from six months to five years, or permanently. It's irreversible for its full term, blocks logins and deposits, and removes you from every marketing list. Any remaining real-money balance is paid out to your verified account before the account closes.

A cool-off is a short break — 24 hours up to 30 days — after which your account reopens automatically with all settings intact. Self-exclusion is a long-term commitment that can't be lifted early. If you're unsure which you need, start with a cool-off; it exists precisely so you can step back without making a permanent decision under pressure.

Gambling Help Online on 1800 858 858 is free, confidential and staffed 24 hours a day, every day of the year. Lifeline is on 13 11 14 if things feel urgent. In New Zealand, the Gambling Helpline is 0800 654 655. None of these services are connected to us and none of them will report back to us.

Any time, for any reason, without giving one. Ask live chat or email [email protected] and we'll pay out your balance and close it, usually the same day. We're required to retain your transaction records for regulatory purposes afterwards — that retention period is set out in our privacy policy.