Frequently Asked Questions
Q.What are your terms of service?
A. You can read our Terms of Service here.
Q.How do I login?
A. You can connect with your facebook profile directly from the app, if you have any issue related to that, please contact support.
In your email, please include the following details and include old/alternate addresses - the more information the better!
Your full name
Your mailing/postal address
Your zip/post code
Any email address that may be registered to your account
A telephone number, in case we need to contact you
Q.I cannot connect to your server, what should I do?
A. First, turn off all of your phone and network equipment, then restart it and try to log-in again If this fails, check the date on your computer’s calendar to ensure the current date and year is set properly.
Next, if you have a firewall or similar software (i.e. proxy or websense filter/parental control) installed, check it is configured correctly to allow our software to access the Internet.
If the above fails, please provide us with the exact error message you are receiving and let us know what firewall or security software is installed on your computer.
It would also be helpful if you send us the program log files from your computer, as these will help our Technical Specialists to determine the nature of your connection problems. Please contact Support if you need any assistance locating or sending the log files.
Q.What happens if I am disconnected in the middle of a hand?
A. If you are disconnected, and therefore unable to act on your hand while having chips invested in the pot in a ring game, you may be given extra time to reconnect. The exact amount of extra time given depends on the type of game and the size of the pot at the time of your disconnection. However, if you do not reconnect during this time, your hand will be folded, regardless of your investment in the pot or the strength of your hand.
A player is allotted 15 seconds to act in fixed limit games and 18 seconds to act in Pot Limit and No Limit poker games. A warning message is displayed in the chat box when there are seven seconds left to act in a Fixed Limit game and eight seconds left to act in a Pot Limit or No Limit game. If there was a disconnect and a player returned before the timeout, he or she receives at least 10 seconds to act.
If a player failed to act within the allotted time while being connected, the hand is folded by the system.
Q.How do I get more Play Money?
A. You will be given at least 30,000 chips to start with, and can top up your balance with daily bonus chips for free, every four hours. This option is available when confirming your buy-in as you take your seat in play chip ring games, when registering to a play chip tournament, or simply within the Cashier. Just look for the ‘Refill Play Money Chips’ option
Q.How many Play Money Sit & Go tournaments can I play at the same time? How about Ring Games?
A. As you may know, the total number of play money Sit & Go tournaments that may be running at any one time is limited. In the past some very fast players had been signing up for many events, as fast as they would appear on the system, and were entering far more events than they could realistically play.
As there are a limited number of seats, this practice was making it difficult for some players to get into the tournament of their choice during peak periods. We have put in place a limit of three Sit & Go tournaments and with these limits in place, we believe it will be easier for all players to find and enter the games they want.
Similarly, there is also a limit of a maximum of five ring game tables at the same time.
That said, there is no maximum limit on how many Multi-Table Tournaments you may participate in at any given time.
Q.Do you rake Play Money games?
A. Our goal is to create the most realistic online poker room experience possible, and this commitment extends to our Play Money offerings. In our Games, a small portion of the pot is taken from every hand that goes past the first betting round.
Q.Does the software/application allow me to muck the winning hand?
A. No, it doesn't. If you play your hand to the showdown and you hold the winning hand, it will be always automatically shown. This feature protects you from accidentally mucking a winning hand.
Q.How do I know how much play money is in the pot?
A. At any table, the full amount of the pot, including all current bets, is always displayed numerically above the dealer's tray or on the table. Also, at the end of every betting round, all bets are collected in the middle of the table, and converted into higher denomination chips so you can easily see the pot's total value.
Buying Play Money chips
Q.Can I buy Play Money chips with real money?
A. Yes you can – providing Play Money purchases are available from your region! If you want to increase your Play Money balance to take part in high-stakes Play Money games, you can purchase Play Money chips as follows:
In the Mobile Application: Tap on the ‘Buy Play Money Chips’ button.
Q.Can I exchange Play Money chips for real money?
A. Play Money chips are designed for entertainment, as well as to help beginners and intermediate players get familiar with poker rules and games. As the name implies, Play Money chips have no monetary value, and cannot be cashed out, sold or converted into real money.
Q.Can I trade Play Money chips with other players or sites?
A. Chips can only be purchased through the 'Buy Play Money Chips' option. Selling or buying Play Money chips from other players or sites is prohibited. Please refer to our PokerSquare Site Terms of Service for more details.
Q.Can I get a refund on Play Money chips I purchased but won’t use?
A. Sorry, no. We have a very strict no-return policy on all Play Money chips purchased.
Q.What payment methods can I use to purchase Play Money chips?
A. We offer IAP done thorugh our application. You will be able to see the payment methods available for your mobile once you have selected your Play Money chip bundle, and have proceeded to the checkout.
Q.I am having problems purchasing Play Money chips, how do I get help?
A. For Mobile Apps downloaded from the Apple store or Google Play store please contact your service provider directly.
Q.How do these purchases appear on my statement?
A. Purchases of Play Money chips will appear on your statement (where applicable) as 'PokerSquare / Zigbee Apps'.
Q.Where can I see my Play Money purchase history?
A. To receive your Play Money purchase history, please email Support with the subject line ‘Play Money Purchase History’ with your registered email address.
Q.How do I know if my purchase has been successful?
A. Your purchase has been successful if your payment method has been debited, Play Money chips have been credited to your Account.
Q.What are your chat rules?
A. Certain forms and topics of chat are not allowed. Players engaging in offensive chat will be subject to a chat warning or a revocation of their chat privileges. Chat that is not permitted includes (but is not limited to):
Profanity: We do not permit profane, vulgar, racist or abusive/insulting chat in our chat windows. We do have a feature by which certain profane words are asterisked out. A filtered word is one that has been deemed unacceptable on our poker site. Players attempting to bypass the filter may also be subject to a warning or revocation.
Begging/Solicitation: We do not permit players to beg or panhandle for chips, whether play money or real money. No solicitation is permitted in any poker game at any time. There are facilities in place to prevent many instances of solicitation.
Play Money Chip Sales: Players are not permitted to engage in any discussion regarding the sale of play money chips within our chat facilities. Any such discussion, including the offer to buy or sell play money in chat, is grounds for warning or revocation.
Flooding: The sending of multiple and frequent messages to the chat window in order to drown out legitimate chat is forbidden.
Non-English chat: We are aware that our players are from around the world, and that for many of them English is not their first language. However, at this time our policy is that English is the only language allowed to be used in chat.
Q.Another player is abusive. How can I make them stop?
A. We do not tolerate abusive or obscene language at the tables. Please report any offensive chat to Support. We encourage players to help us be our eyes and ears. Although we monitor the tables as much as possible, the cooperation of our players is a critical part of making online poker a fun experience for all. Please do not engage in retaliatory chat; this will only likely result in both user's chat being revoked.
Q.Can I use language other than English when chatting at the table?
A. We are aware that our players are from around the world, and that for many of them English is not the first language. However, at this time our policy only allows for English to be spoken at the tables.
Have a question we haven't covered? Our customer service team will resolve your concerns. E-mail Support with any queries.
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