About the pokko Help Center
At pokko, we want every player to enjoy a smooth, hassle-free experience. But questions can come up — trouble logging in, a deposit not showing up, not sure how to use a bonus — these things happen. That's what our Help Center is here for. You'll find everything explained clearly and simply, with no runaround.
Our support team operates on Bangladesh time and is available around the clock. Live chat responses typically come within 5 minutes. Email may take a little longer, but every query gets a reply.
Account Help
Opening a new account at Pokko is simple. Register with your mobile number or email, choose a strong password, and verify with the OTP sent to your phone — done. That said, a few issues can come up, such as not receiving the OTP, the login page not loading, or forgetting your password. In that case, use the "Forgot Password?" option on the login page. Enter your number or email and a reset link will be sent to you.
If your account is suddenly locked or shows as suspended, reach out via live chat or email right away. In most cases, once you explain the situation, it gets resolved quickly. For KYC verification, you'll need a copy of your National ID or passport — you only have to submit this once.
Payment & Withdrawal Support
We've made payments at Pokko as straightforward as possible. You can deposit and withdraw using three mobile banking services: bKash, Nagad, and Rocket. Deposits are usually instant — your balance updates within seconds of sending. Withdrawals typically take 15 to 30 minutes, though in some cases it may take a little longer.
If your balance doesn't reflect after a deposit, note down the transaction ID and report it to the support team — it's usually sorted out shortly. For withdrawal issues, check whether your account's KYC verification is complete, the bonus wagering requirements have been met, and the withdrawal number matches the one used for the deposit. If all three are in order, problems rarely occur.
Understanding Bonuses & Promotions
New users get a 100% bonus on their first deposit — so a deposit of ৳1,000 gives you ৳2,000 to play with. Keep in mind that bonus funds can't be withdrawn directly; you'll need to meet a wagering requirement first. At pokko, this is typically 5–10x the bonus amount, meaning a ৳1,000 bonus requires ৳5,000–৳10,000 in bets before you can withdraw.
A common question is how the referral bonus works. Refer a friend — once they open an account and make a deposit, you'll receive a set bonus amount. Wagering requirements apply to this bonus as well. Full terms can be found on the Promotions page.
General Betting Questions
Placing your first bet on pokko might feel a little unfamiliar at first — that's completely normal. Odds represent the probability of an outcome and the potential return. For example, at odds of 2.50, a ৳100 bet returns ৳250 if you win. Higher odds mean a lower chance of winning, but a bigger payout if you do.
Once a bet is confirmed, it generally cannot be changed — so always review your details before placing one. In live betting, odds shift quickly during a match, so there may be a brief delay after clicking — that's normal. You can also use the cash-out feature to lock in a partial profit before the match ends.
Using the Mobile App
The Pokko mobile app is available on both Android and iOS. Android users can download the APK file directly from our download page and install it. iOS users can install it from the App Store. During installation on Android, you may need to enable the "Allow installation from unknown sources" setting.
If the app won't open or keeps crashing, start by restarting your phone, then uninstall and reinstall the app. Make sure your internet connection is stable. If the problem persists, contact support with your phone model and Android version.
Security & Account Protection
Keeping your pokko account secure is our top priority. All data is protected with SSL encryption. That said, it's also worth taking a few precautions on your end — use a strong password, don't reuse it on other sites, and keep two-factor authentication enabled.
If you ever suspect unauthorized access or unusual activity on your account, change your password immediately and contact our support team. We'll review the account right away and temporarily lock it if needed to keep it secure. Never share your password or OTP with anyone — pokko staff will never ask for them.
Responsible Gaming Support
Pokko believes gaming should be fun — not stressful. That's why we take responsible gaming seriously. If you feel that playing is affecting your daily life, set some limits for yourself. Pokko's settings let you configure a daily deposit limit, weekly playtime limit, and more.
If you need a longer break, the self-exclusion option lets you temporarily close your account for a set period. For more details, visit our Responsible Gaming page or speak with our support team.
How to Get Help in the Help Center
The fastest way to get help from the pokko Help Center is via live chat. Click the chat icon in the bottom-right corner of the site, describe your issue, and a support agent will get back to you shortly. Prefer email? Write to us at support@pokko.bet — the more detail you include, the faster we can resolve it.
Many issues can be resolved right here in the FAQ section below, so take a quick look first. If that doesn't help, contact us directly — we're always ready to assist.
Have this information ready for a faster resolution
Having a few key details on hand when contacting support will speed up the resolution significantly — such as your registered mobile number or email, your transaction ID (for payment issues), the device and browser you're using, and when the problem started. With this information, the agent can understand and resolve your issue much faster.