Need help? We’ll get you back to playing.

Pounamu Luck is a Pounamu Luck. Purchases grant virtual coins used for in-game entertainment only. Virtual coins have no cash value, are non-transferable, and cannot be redeemed for money or prizes.

For more detail, see Terms and Responsible Gambling.

1. Refresh the page and check your coin balance again.
2. Confirm you’re signed into the correct account.
3. Wait up to 10 minutes for delayed processing.
4. If it’s still missing, contact us with your email and any receipt/reference you received.

Use Support form or email contact@pounamuluck.com.

Because coin packs are digital virtual goods, refunds depend on the specific situation (e.g., duplicate charge, technical error, unauthorized transaction). If you believe there’s an issue, contact Support as soon as possible with the purchase details.

Start here: Contact options.

Our Pounamu Luck experience is intended for adults. Age checks help us limit access and promote responsible play.

If you’re prompted, complete the verification at 18+ Gate, then return to Games.

• Check your internet connection and try a different browser.
• Disable ad blockers/strict privacy extensions for this site.
• Clear site cookies/cache, then sign in again.
• If you recently verified age, reload the page after completing 18+ Gate.

Still stuck? Use the Support form and include any error message you see.

We recommend setting personal limits and taking breaks. For NZ support resources and guidance, visit Responsible Play.