Problem Gambling Support

We recognise that some of our customers may require assistance in managing their gaming or gambling spending and we are here to help.

If you are a POLi™ user and you would like us to ‘block’ your access to our service for a 6-month period or more, please send a request to support@polipayments.com and our team will consider your request. Please note that we may ask you for supporting identity documents before we accept and process any request to block your use of the POLi™ service. We will generally action your request (subject to being satisfied with the identification verification process) within 24 hours on business days.

We will use reasonable endeavours to block the requested bank accounts from using POLi™ , but we cannot guarantee that this will always be effective due to the way in which our system interacts with your bank’s internet banking service.

If you find that you can still use the POLi service after requesting a block, you must bring this to our attention immediately so that we can see what further action we can take to block your use of our service.

Because of this , it is essential that you also contact the online gambling sites you use to block your use of those sites.

Please also note that:

The block is not just restricted to gambling sites. You will not be able to use POLi™ at any merchant website or app for the period that the block is applied.
The ‘block’ to your POLi™ service does not put gambling blocks on your credit and/or debit cards as our service relates only to account transfers facilitated by POLi, so you should consider contacting your bank (or other financial institutions) directly if you wish to also block your credit and/or debit cards.
Any gambling or similar ‘block’ placed on your credit and/or debit card through your financial institution will not block transactions being made using the POLi™ service.
If you have more than one bank account held with a financial institution that you wish for POLi™ to block, you must specify at the time of request which of the accounts (or all accounts) are to be included for the purposes of blocking your use of the POLi™ service.

If after the 6-month block period you request for us to unblock your access to the POLi™ service, it is at our discretion to allow this and if so, we may ask for additional supporting documentation to be provided by you.

What other support is available?

If you need to talk to someone about gambling the Problem Gambling Foundation (https://www.pgf.nz/) offers free and confidential support via online chat, phone, email and txt.