Since August 3, 2020, POKEROK has implemented a mandatory player verification procedure. Please note: unverified players can still play in the room, but they will not be able to withdraw money or deposit more than $2,000.
To verify, players must complete their profile, confirm their phone number and email, and upload a photo of a valid ID (passport, international passport, or ID card).
As part of our commitment to providing truly excellent service, we make every effort to process your withdrawal request as quickly and efficiently as possible.
Withdrawal Processing Time
The withdrawal request processing usually takes 24 hours, but in some cases, it may take up to 72 hours. When using bank cards, the request may be under processing for up to 7 days. In case of force majeure situations, the processing time may take longer.
Deposits and Withdrawals in a Closed Loop
We follow a closed-loop policy for deposits and withdrawals. Whenever possible, clients should withdraw funds to the account/payment method they used to deposit. Clients are only allowed to withdraw funds to payment methods that have a previous deposit record.
Funds will automatically be returned to the deposit method used by the client for the initial deposit(s), within the original deposit amount. Withdrawal of funds exceeding the initial deposit amount will be subject to verification.
We do not charge any fees for deposits. However, the payment service provider may charge an additional fee for the transfer. The fee amount is specified in the "Cashier" during the deposit process. Deposits cannot be withdrawn without wagering. To withdraw funds, a rake of 10% of the deposit amount must be played through.
Withdrawal Fee
Your bank or payment provider may charge a fee for processing your withdrawal. The fee will be clearly displayed on the withdrawal request page. If we cease operations in any particular country, payments will be subject to a reasonable processing fee.
Exchange Rates and Currency Fluctuations
We clearly display the exchange rate applied to the amount of your withdrawal at the time of the withdrawal request. Once you make a withdrawal request, we are not responsible for and will not compensate any fluctuations in exchange rates from the moment of the request to the completion of the transaction.
Fraud Prevention
All withdrawal transactions undergo an internal audit process to ensure compliance with anti-fraud measures, anti-money laundering, counter-terrorism financing, and other legal and regulatory obligations and requirements. As a result, the withdrawal process typically takes 24 hours, but in some cases, it may take up to 72 hours.
All clients are required to verify their identity shortly after creating an account with our company. We have the right to request additional explanations and/or supporting documents regarding the client’s identification, payment method, source of funds or wealth, and/or any other necessary information we deem required to comply with our legal and regulatory obligations.
We have the right to cancel a withdrawal and return the funds to the account if:
- The client has not provided the requested documents yet;
- The client’s identification documents have expired;
- There are suspicions of fraud, cheating, collusion, or money laundering;
- The client attempts to withdraw funds without participating in the gaming process at least once;
- The client attempts to withdraw funds after a transfer from another player;
- The payment method for withdrawal does not match the deposit method used to fund the account.
Player Transfers
For security purposes, players are prohibited from withdrawing transferred funds that were received directly from deposits or other transfers. Bonuses can only be withdrawn after meeting all bonus policy requirements.
Bonus Withdrawals
Bonuses can only be withdrawn after meeting all requirements of the Bonus Policy.
Cancellation of Withdrawal
Each player has the option to cancel a created transaction (deal) before the payment (transfer) process is completed. Once the payment (transfer) is processed, the transaction is considered complete, and the funds cannot be refunded. Withdrawals are processed according to the general policy through the Cashier section. For further consultation, we recommend contacting the room's support team.
Anti-Money Laundering Policy and Procedures
This policy affirms the company’s commitment to preventing money laundering and financing of terrorism in its business practices and operations. Money laundering is the process of disguising financial gains from crimes to conceal their illegal origin. Terrorist financing is any kind of financial support to those who try to promote, plan, or participate in terrorism.
POKEROK has implemented "Know Your Customer" (KYC) procedures to combat money laundering and the financing of terrorism. These procedures allow us to identify each organization we deal with, understand the legality of our business relationships, and detect and respond to unusual or suspicious activity.
POKEROK is committed to reviewing the KYC policy and procedures annually.
To support our KYC policies and procedures, POKEROK has developed a KYC form that we send to all our counterparts (our business partners: suppliers and clients) to collect relevant business information to identify money laundering risks. We require this form to be completed for all existing and new counterparts.
By collecting and reviewing information in completed KYC forms, POKEROK is committed to:
- Verifying the identity of our counterparts.
- Checking whether our counterparts are considered high risk (this means checking if the counterparts are located in high-risk jurisdictions according to FATF classification, are included in government watchlists or international sanction lists (UN), or are sources from conflict zones or areas under high risk (CAHRA)).
- Maintaining an understanding of the nature and legitimacy of the business of all our counterparts.
- Maintaining KYC records for at least five years.
- Keeping a record of any single or related monetary (or monetary-like) transactions exceeding 10,000 euros.
- Monitoring transactions for unusual or suspicious activity, which will lead to the counterpart being considered high risk.
If, for any reason, counterparts are considered high-risk (e.g., included in a sanction list or engaging in unusual activity), we may:
- Cease trading with the counterpart.
- Identify the beneficial owners of the counterpart and check whether they are included in any watchlists or sanction lists.
- Visit the high-risk counterpart on-site.
Other Information on Withdrawals
In some cases, when account verification is required to process your withdrawal request, the verification must be completed within 7 days, otherwise, your withdrawal will be canceled and the funds returned to your bankroll.
Please notify us immediately if your credit/debit card(s) is lost, stolen, or canceled, or if the status of your e-wallet has changed, so we can investigate their status and confirm whether payments can/cannot be received.
We reserve the right to delay and/or stop processing withdrawal requests until a final decision is made regarding any outstanding deposit transactions.
Withdrawal limit: up to $5000 per day, up to $25,000 per week, up to $100,000 per month.
Withdrawal requests exceeding these amounts will be carried over to the next month. Special cases will be reviewed by management.
For self-excluded players, withdrawals outside the established limits are available.
The payment methods available to users may vary for a variety of reasons.
POKEROK reserves the right to regulate player transfers and withdrawal limits without notice.
