I want to change my screen name. Why can't I?
We see as a community where players meet and get to know each other; your screen name acts as your virtual face in the poker room that allows you to recognize and be recognized by other players. To keep this spirit of community, while ensuring a fair playing environment, we ask that you keep your screen name. If you do fancy a change, remember that you can change your avatar at any time.
How Do I contact a customer service representative?
You may contact our customer service representatives at any time, any day during the week; we are available 24/7. Just click on our live help button in the Lobby and someone will be able to assist you live. Assistance is just one click away. Or call us toll free at 1-888-762-4192 from the US, 08-000-51-6737 from the UK, or internationally at +506 2253-3984.
How do I see table chat?
The table chat is available on the side panel or at the bottom of the table, depending on the option of table size you are using. To change the view of the side panel, click on the Menu option from the table and change the size of the table. To turn “Player Chat” off, click the Game Information Options drop-down list and select the “No Player Chat” option.
How do I chat with other players?
You can chat with players at any table. To chat at a table place your mouse cursor in the Chat box, type your text and click Enter. Your chat text is displayed in the History box.
What are the different table chat options?
You may select any one of six different table chat options: Full Detail, Summary Detail, Chat Only, Silent, No Player Chat, Stats Only. “Full Detail” displays a list of all the table activity such as “Calling” and “Folding”. “Summary Detail” displays a summary of the game data. “Chat Only” displays only the player chat. “Silent” disables the chat displayed..
How does the "Profile" work?
You have the option of providing any or all of the profile items. Remember, your profile is open to everyone so please don't use offensive language.
What kind of computer can I use to play poker?
We currently support all standard versions of Microsoft Windows from Windows 98 onwards except for Win NT 4.0 which will be supported soon. Our software runs on PC as well as new Apple computers using Boot Camp, Parallels or other softwares that allow you to run Windows on a Mac. We have also tested the software on older, slower machines and are pleased to report no problems.
What is the minimum screen resolution setting that I can use?
You will need a system that supports 800x600 graphics settings, although for a more enjoyable experience we recommend a screen setting of 1024x768 or higher.
What color settings can be supported?
Because we use high resolution graphics, you'll need your computer to be set to "High Color (16 bit)" or higher. Please note, we cannot support the 256 color setting.
How do I change my color settings?
The quickest and easiest way to change your color settings is to use the Start Menu (the little button that says start in the bottom left of your screen). Now select, Settings > Control Panel > Display > Settings and select the setting you would like.
How much available disk space do I need?
You'll need 12Mb of space on your hard drive for the client download and installation.
What happens if I lose my connection?
Our system monitors the connectivity of all players seated at our games. If you lose your connection, whether due to a problem with the Internet, your ISP or your PC, our software will quickly try to reconnect you, and the game will wait a short while for that reconnection. If you have not managed to reconnect during that period, the system will apply the appropriate default action at that time. This may involve treating you as all-in for a particular hand, folding you or checking you; please note, at no time will the system bet money on your behalf!
How do these all-in events work?
When a player has lost connectivity during a hand in a Limit Ring Game, that player is treated as being all-in. No, we don't suddenly move your entire stack into the middle, but the pot that you're involved in will be treated as a side pot so that you don't lose out. No additional money will be added to this side pot, and if other players continue betting then they will contest the main pot between them.
To ensure that players don't abuse this functionality to avoid making a difficult call, we limit the number of all-in events like this to one per day, including remaining in games where your chip balance at the table has reached zero. If you experience serious connectivity issues, you can contact a manager who can follow well established guidelines to see whether a particular player should be granted additional all-ins. These guidelines include the use of connectivity reports and the player's past history.
Can I go all-in intentionally?
All-in protection is designed to help and protect players experiencing connection difficulties, and it's not acceptable to misuse this feature just because you wish to avoid calling a bet. We can track players who experience technical difficulties, and anyone found trying to fake disconnections will be barred from the poker room.
What happens if the server crashes?
If the server crashes and prevents you from completing the game you are playing, the balance in your account will return to what it was at the start of the hand.
When playing on a tournament, if the tournament is cancelled & no players eliminated, all players get their buy-in + fee refunded.
If the tournament is cancelled and some players get eliminated and there are not yet at prize paying positions, all remaining players get their buy-in + fee refunded. Buy-in of all players eliminated at that point have their buy-in equally divided amongst players who weren't eliminated at point of cancellation. E.g. Tournament costs $1 to enter & starts with 150 players, (it pays 15 places). 50 players eliminated from tournament & it gets cancelled. All eliminated players get no money back, remaining players get their buy ($1) + an $0.50 share of the $50 paid as buy in by the eliminated players.
If the tournament gets cancelled when all remaining players 'in the money', then the tournament payout will be made as per chip position at the point of cancellation. I.e. Chip leader paid 1st place, runner-up in chips paid 2nd place, etc.
Do you give out any of the information you collect about me?
In a word, No. We won't give your data to any third parties. For more information on our privacy policy, please click here.
Why do I sometimes experience a slow connection?
Our poker servers are located throughout the world with sufficient bandwidth for a very large number of users. However, some ISP connections may require many hops (network jumps) or may use a congested peering exchange. We regret that we have no control over these issues.
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