Getting Started
Q: How do I sign up?
A: Before you can play, you must register an account and download the software. You will need to decide which member level you wish to select. See the section titled ‘Subscription Levels’ for more details.

Q: Is it legal?
A: Yes, it is legal. Our contests are absolutely free and do not involve gambling and are governed by states sweepstakes and lottery laws. In addition, you must meet the minimum age and eligibility requirements as outlined in our Official Rules and Terms and Conditions. Void where prohibited by law.

Q: I’m getting error messages when trying to log on. What should I do?
A: Our support team can assist you with this issue but we’ll need to know the exact (or as close to exact) text of the error message. Please be sure to include as much detail as possible: the exact nature of your problem, the type of computer you’re using, the operating system, how you connect to the internet and any other information you think may be helpful for us. Remember, the more info you provide the Quicker we’ll be able to get your issue resolved.


Account Information
Q: What is a screen name?
A: Your screen name is your identity at the poker tables. There is a 12 character limit to screen names. Please note that uppercase letters occupy more space in a word that do lowercase letters; if your screen name has many uppercase characters your screen name may truncate (cut off) when it appears on the site.

Q: Can I change my screen name?
A: Please choose your screen name carefully as we do not change screen names after you’ve registered your account (unless there is some technical reason for us to do so).

Q: What do I have to do to update my address information?
A: Customer service can update any of your account info. Just contact support and let them know your update. Please note changes can take up to 24 hours to process. You can, though, change your password and email address via our software. To do so, log on and click Account>My Profile>Edit.

Q: How do I change my Avatar?
A: Avatars can be updated by clicking Account>My Avatar. Note that most of the Avatars are reserved for Elite Access PLUS players.


Privacy
Q: Will my personal information be kept confidential?
A: Absolutely - we promise to keep your personal information private. Please see our privacy policy for more details.


Memberships
For just 66 cents a day or about the cost of two movie tickets, you can enjoy hours of entertainment from the comfort of your own home and play games where the daily payout value is in the thousands of dollars! (No purchase necessary. See Official Rules and Terms and Conditions for details and Alternate Means of Entry). Why not give it a try – you have so little risk and so much to gain…

Membership Levels
Q: How many Membership levels do you offer?
A: We offer two membership levels: Elite Access PLUS, Elite & Basic (additional levels may be added at a later date). You can upgrade your membership at any time by logging on to the software and clicking Account>Edit Membership.

Q: What does the memberships include?
A: Elite Access PLUS includes:
        * Additional $20,000 in Monthly Cash & Prize Tournaments
        * Elite Access PLUS Turbo Qualifiers
        * Fast track your entry into Monthly Championships
        * Play Advertisement Free
        * Create Video Poker Chat Rooms
        * Access to the Player's Lounge Content
        * Access to Poker Articles, Tools & Tips
        * Watch Game Play via Poker TV
        * Access Expanded Avatar Library


Elite Membership Includes:
        * Play Advertisement Free
        * Create Video Poker Chat Rooms
        * Access to the Player's Lounge Content
        * Access to Poker Articles, Tools & Tips
        * Watch Game Play via Poker TV
        * Access Expanded Avatar Library


Basic Membership Includes: Basic members can play in the unlimited online Basic Member poker tournaments (tournaments are available on a first come first serve basis). See the Tournament Schedule for a complete list of Basic Tournaments.


Q: How do I become an Elite Access PLUS?
A: The easiest way to become an Elite Access PLUS member is to use your credit card to join the $19.99 monthly subscription. No purchase necessary. See Terms and Conditions and Official Rules for Alternate Methods of Entry.

Q: Do you offer a discount if I want to pay for a full year in advance
(or any other bulk, extended time-period purchase)?
A: At this time we do not offer discounts or the ability to pay for an extended period however we are working this so stay tuned for details!

Q: Do you charge me automatically each month or do I have to enter my credit card info each month?
A: Elite Access PLUS Memberships are renewed automatically each month and your card is automatically charged each month so there’s no need to re- enter your credit card information each month.

Q: When does the renewal happen?
A: Your renewal date is every 30 days. For example, if you became a member on September 23rd, you renewal date will be the 23rd each month. Tip: you can check on your billing transaction history after you’ve logged on:
        * Log on
        * Click Account>Billing Info>View History
        * Enter a Start Date (you can use January 1, 2008) and an end date (you can use the current date)
        * Click Request

Your renewal dates will then display. If no records display, there have been no charges yet.


Q: I don’t have a credit card. Are there other payment options (can I mail you a check or can I do an EFT, electronic check, etc.)?
A: At this time we only accept credit and debit cards as forms of payment. If you don't have a card available you can use a pre-paid card. Just be sure there are sufficient funds on the card to cover the cost of the membership for however many months you wish to be a member as well as any fees the issuing bank/company may impose on the card when it's used. Consult the selling agent in regard to those fees.

Q: Can I have a Elite Access PLUS account and a Basic account?
A: No. To maintain integrity of game play, each user is limited to one account per household. If a player, during the prize verification process, is found to have more than one account, their prize may be withheld and awarded to the next ranking player and their accounts may be subject to suspension or cancellation.


Upgrading
Q: How do I upgrade my Basic Player Account?
A: It is easy to become a Elite Access PLUS. Simply login to the software and click on the Account tab then the Edit Membership tab to change your membership status. You will be asked to enter in your credit card and billing information. You must log off the site then log back on for the upgrade to go into effect. If you have any trouble, you can contact our Customer Support Team who will be happy to assist you.

Cancelling
Q: How do I cancel my membership?
A: You can cancel your membership at any time and on your own by clicking Account>Edit Membership and selecting the Basic membership option; selecting the Basic membership option will cancel your Elite Access PLUS subscription. Please note that downgrades from Elite Access PLUS to Basic become effective immediately and there are no refunds, in whole or part, for any unused portion of a Elite Access PLUS membership. If for some technical reason you are unable to complete the cancellation process through this method you may contact customer support but please note that cancellation requests will ONLY be handled Monday through Friday, 9:00 AM to 5:00 PM Eastern Time. Please allow three business days for cancellation requests to be processed.

Q: Are my membership fees refundable?
A: There are no refunds, in whole or part, for any unused portion of a Elite Access PLUS membership

Q: I’m a Elite Access PLUS Member. How do I update/change my billing information?
A: Log on to the poker software as you normally would. From inside the lobby, click Account, then click Billing Info.

Tournament Questions
Time Zones Q: What time zone governs game play?
A: Game date/time info is displayed in Eastern Time. The official Tournament Clock you see on the site is Eastern Time.

Tournaments - General
Q: What is a single-table tournament (SNG)?
A: Single-Table tournaments have three, five or 10 players where all players begin with an equal number of chips. Players at this single table compete for each other’s chips as the stakes (blinds) increase incrementally. Players are knocked out of the tournament as their opponents win their chips. The eventual winner is the last player at the table with all the chips. The prize pool will be the total points of your entry multiplied by ten players (i.e. 500 points for a 50 point entry tournament). 50% of the points awarded go to first place, 30% to second and 20% to third.

Q: What is a multi-table tournament (MTT)?
A: In a Multi-Table tournament, there can be multiple tables of players to a maximum of 10 players per table. Each player starts with an equal number of chips. Players at several tables compete for each other’s chips as the stakes (blinds) increase incrementally. Players are knocked out of the tournament as their opponents win their chips while remaining players are re-assigned seats to keep tables full. This collapsing of tables continues until the last surviving players with chips are at a final table. The eventual winner is the last player at the table with all the chips. The prize pool will be the total points of your entry multiplied by the total number of players in the tournament. This prize pool is then distributed based on Prize Matrix which can be accessed from the tournament lobby. In addition to winning points which help you move up the Leader Board, cash and/or prizes are awarded to players in some tournaments (See the "How To Win" tab).

Q: How many tournaments can I play in at one time?
A: There is a maximum of three concurrent registrations; you can play three tournaments at the same time. If you are registered for three tournaments you won’t be able to register for a fourth unless you unregister for one or finish one.

Q: Where do I send a grievance?
A: All comments, suggestion and general Questions can be directed to our support team by visiting our support page.

Tournaments - Registering
Q: How do I register for a tournament?
A: After you log on to the application, click on the Tournaments tab. This will display a list of the Tournaments available. To register for a tournament simply click the red "Register" button. You can still register for some tournaments when the red “Register” button is green indicating “Check-In”. If you find out you can't play after registration, you can "Unregister" for tournament but only if the registration button hasn’t turned to a green “Check-In” button.

Q: I am trying to get into a tournament that has an 'Entry' status of Elite Access PLUS, but it won't let me in - why?
A: There are two types of memberships, Basic and Elite Access PLUS. Only Elite Access PLUSs can play in tournaments labeled Elite Access PLUS. Basic members can play in all other tournaments. To learn more about becoming a Elite Access PLUS, login to the software and click the Elite Access PLUS Club > Membership Tab.


Tournaments - Qualifying
Q: Why can't I register for a tournament?
A: Each tournament has entry conditions. To register for a tournament, you must have enough points for that specific tournament. If you click on a tournament, the Tournament Details section of the screen will tell you if points are needed for entry. In addition, some tournaments may ruquire that you Qualify by placing on the weekly Leader Board, winning a Qualifying tournament, etc. You will only be able to register for open tournaments and those tournaments for which you’ve Qualified.

Also, please note that invitation lists and eligibility lists for the weekly Leader Board championship are not finalized until approximately 9:00 A.M. Sunday; you will not be able to register for this tourney before that time. There is also a limit of three concurrent registrations, meaning, you can only be registered for three tournaments at a time.

Q: How can I check to see if I’ve Qualified for a championship?
A: You can find this information in your Bank Roll. You can find your Bank Roll by clicking Account->Bank Roll then clicking the Details button for the appropriate week.

Q: How can see where I finished in a tournament?
A: Once a tournament has completed, you can find standing information by going back to the Lobby, finding the tournament in the listing and clicking on the Standings button. Please note that completed tournaments will only appear in the lobby for three hours after they’ve completed.

Q: How long is Rank/Standing information available?
A: In most cases ranks/standings are available for 3 hours after the completion of the tournament. In the case of some larger tournaments, the standings are available longer.

Q: I was a Elite Access PLUS member and Qualified for a championship in which only Elite Access PLUS members can play but I cancelled my subscription before the championship. A: Can I still play in that championship as a non-Elite Access PLUS member?
If you registered for the championship prior to cancelling you will still be able play to play in the championship game.

Tournaments - Eligibility
Q: Who is eligible to play?
A: Eligibility to play is limited by state, age and/or other criteria as determined by us. Please review the Official Rules and Terms and Conditions for a detailed description of the rules and eligibility ruquirements governing participation. This offer is void where prohibited by law.


Tournaments - Cancellation
Q: What happens if a tournament or championship game is cancelled?
A: You may be disconnected from a tournament because of a loss of Internet connectivity or for undetermined reasons. Every player is susceptible to being disconnected. Unless the disconnection impacts a majority of our players, there will be no point refunds for any reason. If we cancel an in-progress tournament because of technical issues on our end, the following policy will apply:
        * For Weekend Qualifiers, Championships and other Qualifying or Prize tournaments as determined by our tournament director: the tournament will be rescheduled and play will resume based on the last saved chip count. We will attempt to reschedule the tournament within one hour. If that is not possible, we will email all remaining players with a new date and time for the tournament restart. If the tournament did not start properly and the tournament director determines that the partial results are not valid, the tournament will be restarted from the beginning and all players that Qualified for the tournament will be invited to the restart.         * For All Other Multi-table Tournaments: if more than 25% of the players remain in the tournament, all remaining players will be returned twice their initial point buy-in. If less than 25% of the players remain, the total buy-in of all the players will be split equally among the players that remain.         * For Single Table Tournaments: the total buy-in of the ten registered players will be divided equally among the remaining players regardless of chip count.

We reserve the right to use other means to resolve cancelled tournaments. However, the above is our guiding policy. By playing on this site, you acknowledge that you may be disconnected for reasons beyond your or our control and that may lead to a loss of your points buy-in, the chips you have accrued in the tournament and/or your position in the tournament’s ranking. You may be in the process of winning a large pot when a tournament is cancelled only to have that tournament resume with an earlier chip count or even restart from the beginning. You also acknowledge that you may be involved in a tournament where you are the clear chip leader and receive the same refund as a player with many fewer chips.


Tournaments - Disconnects
Q: What happens if I lose my connection to the Internet while I’m playing in a tournament?
A: You may be disconnected from a tournament because of a loss of Internet connectivity or for undetermined reasons. Every player is susceptible to being disconnected. Please see the section titled ‘What happens if a tournament or championship game is cancelled’


Tournaments - Passwords & Invitations
Invitations to tournaments are emailed to the email address you used when you registered on the site. If you don’t see these invitations, you may wish to check your spam/junk mail folder as our mail can sometimes be land in that folder. See the section titled ‘How To Whitelist in your Spam Filter.’

Passwords are no longer used in the new version of our software. If a tournament has a certain Qualification criteria, such as the Girls All-In or the Senior tournaments, you will be able to register simply by clicking the Register button only if the data you supplied in your registration match the tournament registration criteria.


Tournaments - Standings
Q: How do I determine my standing in a tournament?
A: After a tournament is over, you can go to the tournament lobby and click on the tournament standings button. You will then be able to see where you finished and what prize you won.

Q: Why don’t the points I just won points in a tournament show up in my bank roll?
A: Points won in a tournament can take up to 60 minutes to appear in your bank roll after the tournament has completed. If you don’t see them, check your bank roll again a little later.


Leaderboard

Q: What is the Leader Board?
A: The leader board displays the ranking of each player. It displays their screen name and bankroll in points for each period in the competition cycle. It can be accessed through the Poker Lobby.

Q: How do I get my name on the Leader Board?
A: To get your name on the Leader Board, you need to start collecting points. Go to "Get More Points" to get some today!

Q: How do I Qualify for weekly championship?
A: Each week a certain number of players will Qualify for weekend tournaments. The more tournaments you play, and the higher you rank in each tournament, the higher you will move in the Leader Board.

Q: How can I check to see if I’ve Qualified for a championship?
A: You can find this information in your Bank Roll. You can find your Bank Roll by clicking Account->Bank Roll then clicking the Details button for the appropriate week. Please note: Invitations are sent via email however you don’t need the invitation to register for the game. All registration for any tournament, be it a championship or Qualifier, can be done in the lobby by clicking the Tournaments tab then the corresponding tab (i.e. Championships, Qualifiers, Win Cash, etc.). Additionally, Leaderboard- ranking-based invitations to the Sunday game can change over the course of the week and aren't finalized until Sunday 6am. If at that time you still Qualify you can register then.

Q: How often is the Leader Board updated?
A: The Leader Board takes about 10 minutes to refresh/update.

Q: How do I know where I rank?
A: You can check where you rank in the current week and in previous weeks against all other players during the competition cycle by looking in the Leader Board.


Game Play Features
Q: How do I change my Avatar?
A: You can view or change your avatar at any time by logging into the software client and clicking Account > My Avatar

Q: How do I turn on/off the sound?
A: You can turn on/off table and game sounds when you join a poker table and click on the sound icon (a speaker) located above the chat window in the lower left hand corner of the screen.

Q: How do I customize my game play and table settings?
A: You can adjust your game settings such as: Post and Fold Mode, Dealer Chat Messaging, Automatically posting blinds and Auto Muck by Clicking on the Info & Settings button located at the top right hand corner of the table screen. A dropdown menu will appear that allows you to select/de-select the above features in addition to Quick links back to our Poker Lobby, Hand History, Tournament Stats and How to Play details. Chat, Conduct and Poker Etiquette
General We will attempt to maintain a pleasant, fun and safe environment for all our members but is not responsible for the conduct of any individual or group of players. We have established this code of conduct, and may deny the use of our poker table or chat rooms to anyone who violates it.
Q: Why do I see ‘ME’ when I chat?
A: You see ‘ME’ when you chat but others see your screen name.

Language, offensive behavior and reporting - To make our software fun and safe for all our members, abusive and obscene language is not permitted in the chat rooms or at the poker tables. Players who insist on using offensive language or harass other players will have their chat blocked. For the sake of clarity, the following are barred in the chat rooms and at the tables:
     • Any communication that is intended to harass, belittle, humiliate, threaten or cause embarrassment to a fellow member.
     • Material that contains vulgar, obscene or indecent language or images.
     • Material that defames, abuses or threatens others.
     • Statements that are bigoted, hateful or racially offensive.
     • Material that advocates illegal activity or discusses illegal activities with the intent to commit them.

To report chat violations in the Community Chat rooms or at the poker tables use the Report Profanity link. Be sure to include the time of the offense, the exact nature of the offense and the screen name of the person committing the offense. All claims will be thoroughly investigated; We reserve the right to determine a course of action appropriate to the offense; all decisions are binding. You may or may not be notified if your chat privileges have been suspended and you may or may not be notified about a complaint you lodged against another player.

Respect at the tables and community chat room - Every player deserves the right to be treated equally at the tables and in the chat rooms with no discrimination. Friendly banter is a large part of poker and it is essential that this remains as banter and does not go further than this. To report abusive behavior or language at the poker tables or chat room, use the Report Profanity link. Be sure to provide as much information as possible.

Poker etiquette: The following actions are improper and are grounds for warning, suspending, or barring a violator:
     • Revealing the contents of a live hand in a multi-handed pot before the betting is complete. Do not divulge the contents of a hand during a deal even to someone not in the pot, so you do not leave any possibility of the information being transmitted to an active player.
     • Needlessly stalling the action of a game.
     • Making statements or taking action that could unfairly influence the course of play, whether or not the offender is involved in the pot.

Collusion - Collusion is a form of cheating in which two or more players signal their holdings or otherwise form a cheating partnership to the detriment of the other players at the same table. While on one hand it is easier to pass information between colluding players in online poker than it is in brick & mortar rooms, it is much more difficult to avoid eventual detection as the cards for all players can be examined after the play.

No matter how sophisticated the collusion is, it must involve a play of a hand that would not be played that way without collusion. Our detection methods are aimed to catch unusual play patterns and warn the security personnel, who will then make a thorough manual investigation. We will also investigate all players' reports about suspected collusion. If any player is found to be participating in any form of collusion his or her account may be permanently closed.

Reporting chat abuse
Q: How do I report abusive chat?
A: To report chat violations in the Community Chat rooms or at the poker tables use the Report Profanity link (which can be found under the Info & Settings tab while at the table). Be sure to the time of the offense, the exact nature of the offense and the screen name of the person committing the offense. All claims will be thoroughly investigated; We reserve the right to determine a course of action appropriate to the offense; all decisions are binding. You may or may not be notified if your chat privileges have been suspended and you may or may not be notified about a complaint you lodged against another player.

Chat Suspensions Q: My chat was suspended. Why and what do I do to have it reactivated?
A: If you receive a message indicating your chat has been suspended, please contact customer support for details.

Poker Points Q: What are Poker Points?
A: Poker points are what you use to enter tournaments; they are sometimes referred to as chips. Points/chips have no cash value.

Q: How do I get Poker Points?
A: Each day you log on to the site you will receive additional points. There are various other ways to earn more points, including Surveys, Questions of the Day, Refer a Friend, sponsor promos and more. Please note that not all points-earning options will be available on all days.

Q: How can I see how many Poker Points I have?
A: Your points balance is displayed at the top right hand corner of the Poker Table Window at all times next to your screen name. You can also check your points status by selecting the "Account" button within the application and then clicking on "Bankroll". Within this area you can select "Details" from the current and previous week’s play.

Q: What if I run out of Poker Points?
A If you run out of points, you will no longer be able to play that day. However, if you login the next day, your account will be credited with points and you can begin playing with those points. Go to "Get More Points" for information on how get additional points. Poker Points have no cash value.

Q: I have logged in today and all my points have disappeared. Why?
A: Each week ends on Sunday at 6:00AM. At that time, a maintenance process is run that lasts until approximately 6:01 AM on Sunday. During maintenance, all players’ points are reset to zero. This is so players all have an equal chance to start over each week to climb the weekly Leader Board.

Q: I have referred a friend and I don't see my additional points in my weekly bankroll. Why?
A: Your referral must sign up and play a full game before points are awarded. You must allow 24 hours after your friend has played their first hand of poker for the additional points to be added to your Weekly Bank Roll.

Q: Do the points I earn on Sunday count for the week that is about to end or the new week that is about to start?
A: It's important to understand that each week runs from Sunday morning to the following Sunday early morning. So, if you log in and/or earn bonus points from surveys, the Question of the day and other activities, timing is important.

Points earned after midnight on Saturday but prior to the start of the weekly maintenance period (Sunday morning) will be applied to the Leader Board that is finalized when maintenance begins that Sunday morning. If you login on Sunday after the maintenance period has finished, the points will count towards the new week's leader board as it has just begun. Thus you can earn double points on Sunday's! That means you can login at 2:00 AM and get points for the week that is about to end and then log back in again at 10:00 AM and get points for the new week. Any caps on login and bonus points are reset to zero after maintenance runs. Note - There is only one Question of the day for each calendar day.


Prizes
Q: What can I win?
A: We offer a variety of prizes. Past prizes have included cash, buy-ins to the WSOP, HDTVs, certificates for cruises and sporting events, poker-related merchandise, clothing items and much, much more. Check the Prizes tab for more details.

Q: I won a prize. When can I expect to receive it?
A: If you win a prize, it is not necessary for you to email support and you will not get a confirmation. Prizes will be sent automatically to the address you entered when you registered. Prizes are generally shipped within eight weeks. If you still haven't received your prize after seven weeks from the date the prize is won, email customer service. In some instances, you will need to fill out a prize waiver and/or a certificate of eligibility. You will be contacted if you need to complete paperwork before receiving your prize.

Special Provisions for residents living outside of the U.S. or Canada. All prizes, including prizes shipped outside of North America, will be sent via US Postal Service with the appropriate international postage (where applicable). We assume no liability for non-deliverability. All cash prizes will be paid in US funds via check or alternate payment. In order to avoid shipping goods outside the US, We reserve the right to ship the Approximate Retail Value of the item via check or alternate payment as a substitute for the merchandise prize UP TO A MAXIMUM VALUE OF $100 US. Residents outside the US and Canada are advised to play only in cash tournaments or tournaments offering merchandise with an ARV of less than $100. If the location you reside in considers sites like ours legal, you are more than welcome to play and win. Please note that all international citizens are subject to an automatic 30% tax withholding. This is in compliance with US Federal Tax Law and is stated in our Terms & Conditions.


Our Software - System Ruquirements
        * A PC Running Windows XP/2000+
        * CPU with 1Ghz processor or higher
        * 512MB memory (you may be able to login with less but access may be compromised or later denied)
        * Internet Access using Internet Explorer 6.0+
        * Sound card recommended but not ruquired
        * If you are behind a firewall, the settings must allow access to our Poker Servers
        * High-speed internet connection strongly recommended. Please note that while our system will connect via dial-up, dial-up users may experience a higher rate of disconnects and/or performance issues due to the slower speeds of dial-up.
        * Vista users may need to make a minor adjustment to that operating system for our software to work correctly:

           a. Select the “Start” menu button
           b. Open the “Control Panel”
           c. Select “User Accounts and Family Safety”
           d. Select “User Accounts”
           e. Select “Turn User Account Control on or off”
           f. Make sure the “Use User Account Control (UAC) to help protect your computer” check box is empty (disabled).
           g. Select the OK button.
           h. Close all windows and restart your machine.
        * Our software will only work on the PC platform; we currently do not support the Mac.


Downloads and Installation
Q: Do I need to install special software on my computer to play?
A: After you’ve completed your registration you will need to download and install the poker software.
Installation is easy and only takes a few minutes. Of course if you run into a problem our support team is available to help; you can contact support. Please be sure to include as much detail as possible: the exact nature of your problem, the type of computer you’re using, the operating system, how you connect to the internet and any other information you think may be helpful for us. Remember, the more info you provide the Quicker we’ll be able to get your issue resolved. Note: we attempt to answer all Queries within 24 hours; weekend responses may take a bit longer.



NO PURCHASE NECESSARY Must be 18 or older to join the club and/or play Online Games.
All prize claims are subject to verification. See Terms and Conditions and Official Rules for complete information.
VOID WHERE PROHIBITED BY LAW