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Frequently Asked Questions

I forgot my password. Can I open a new account?
No. In protection of the game’s integrity, and players’ account security; you are only permitted one account at Poker. Instead, please follow the instructions below.

What do I do if I have forgotten my password?
This is very common and it is no problem at all. You will be unable to create a new account, so you simply have to retrieve your existing ID. Please follow the following steps:

1. Click on the LOGIN button
2. On the login screen, click the Forgot Password?
3. Enter your UserName and the email registered and click on SEND.

Remember, if you get stuck at any point, please feel free to contact us via Support – we are happy to help! To help us assist you the first time around, please include the following in your email (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

What do I do to contact a customer service agent?
Customer service reps. are available 24/7. They can be contacted by email at:
[email protected] or via Live Chat (add link or hyperlink).

What happens to my hand and my money in case of disconnection?
Before playing it is very important that you have a secure and continuous connection. Should interruptions in your service occur, Royal Poker will not stand accountable for funds lost due to bad internet connectivity.

How long do I have to reconnect in case of disconnection?
All players will have a time bank, if you reconnect before it expires, you will be able to take action on your hand.

Why can’t a friend play using the same IP?
For your protection to avoid collusion we do not allow multiple accounts to play from the same IP address.

How is my Rake calculated on ring games?

• Small Stakes: 3% up to $1 per hand.
• Medium Stakes: 4% up to $2 per hand.
• Big Stakes: 5% up to $3 per hand

How does your shuffle work? How do I know that it is fair?
We deal the cards in a fair and honest manner. Once the deck is shuffled, it is set, and the order in which the cards are dealt cannot be changed. The software that shuffles and deals the cards cannot control who wins or lose; it just deals the cards and the rest is up to the players in the game. Our software produces a shuffle that is completely random, which favors no player over any other. The methods we use ensure complete randomization of the cards, and complete unpredictability of the cards to come.

We arranged for the largest consulting firm specializing in software security and quality iTech Labs Australia, to review our shuffle. Their investigation found the shuffling to be fair and random.

Should you have further questions regarding our shuffle or security of our software, feel free to ask any question you would like to Support. The integrity of our games is paramount to our success, and we are happy to address any concern you may have.

How can you ensure the integrity of your games?
We make the security of our games a top priority, and use state-of-the-art technology to protect the integrity of our games.

Collusion and chip-dumping are strictly prohibited, and any players who are involved in any kind of bankroll sharing agreement may not play at the same cash game table or in the same Sit & Go tournament. Unfair play, such as collusion, multiple account abuse, and use of prohibited programs may result in penalties at our discretion. These penalties may include warnings, restrictions on playing with certain other players, seizure of funds, and the closing of your Account.
We maintain a list of prohibited software programs and services on our Third Party Tools and Services FAQ page. You may not use any of the programs or services on the “prohibited” list while the client is running. The list is not exhaustive, and we reserve the right to add to or modify the list at any time. We will take steps to detect and prevent all forms of cheating, which may include examination of your account, hand histories, and programs running concurrently with our software.
We do not use any house players or robots. We do not hire any individuals to play on our site.

Are your employees allowed to play on your site?
No. Any employee or contractor who has access to inside information (player records, hidden card hand histories, etc.) may not play on our site. This is to prevent any possible abuse of that inside information. In fact, the immediate relatives of such people also may not play on our site either.

What are your Terms Of Service?
Please read our Online Poker Site Terms of Service here.

I would like to play under different names. Can I have more than one account?
No. Each player is only allowed one account. It is not permitted to close your account and open another one. Once you create an account, your nickname cannot be changed, so please choose carefully.

How can I help keep my account secure?
Password protection is your responsibility. Never reveal your account information to anyone. We will never ask you to send your password to us, and the only place you will need to use it is when logging in to the software. We recommend that you change your password regularly.

I am not getting emails delivered to my inbox.
This may be a result of your email provider mislabeling emails from us as spam. If so, the problem is easily corrected by adding us to the safe senders list in your email software, or marking an email from us as ‘not spam’.

Can I change the language the software appears in?
Yes, you can. We offer 6 software language preferences.

Change language
You can choose another language using the desktop client, via the ‘Settings’ menu on the right side of the main lobby and choose the language from the drop-down menu.

What happens if I am disconnected in the middle of a hand?
It occasionally occurs that due to reasons beyond our players’ control, they are unable to act on their poker hand in time. A player in a cash (non-tournament) game is normally allotted 25 seconds to act on their hand if it is a fixed limit poker game, and 35 seconds in a pot limit or no limit poker game. A warning message is displayed in the chat box when there are 15 seconds left to act. If there was a disconnection and a player returned before the timeout, he or she receives at least 10 seconds to act. Less time to act is allocated at tables designated as ‘fast.’
If a player fails to act within the allotted time while being connected, the hand is folded by the system.
Additional time to act may be allocated in some games, depending on the situation. The amount of extra time may vary depending on the game, but the concept is the same throughout – when faced with a decision in a larger pot, more time is given to return due to a disconnection.

Note that tournaments do not allocate extra time due to disconnections, in most situations.

What happens if the system crashes in the middle of a game?
All transactions, including pots won and lost, are posted to your Account at the completion of each hand. In the unlikely event of a server crash which prevents completion of a hand, the hands in progress at every table (tournaments and cash games) will be restored by rolling back these hands as if they had not happened. Each player’s chip count will be reset to the amount at the beginning of the hand.

The poker game I wish to join is full. What should I do?
If a poker game is full, you can put your name on the Waiting List for that game. When a seat in the game becomes available, the first person on the Waiting List will have the first right of refusal for that seat.

The other option you have is to take a seat at an empty table of that limit and game. Often, empty tables fill up quickly once a player takes a seat.

What is a ‘rake’? How much is the rake in poker games?
In our poker games, you never play against the house, only against other players. We receive compensation by taking a ‘rake’, a small amount from each cash game pot. This rake from the pot never exceeds $5. At the lower limits, we take a smaller rake.

No ‘per hand’ rake is taken in tournaments; there is only an initial fee to enter.

How do I know how much money is in the pot?
At any of our tables, the full amount of the pot, including all current bets, is always displayed numerically 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.

What is the difference between No Limit, Pot Limit and Fixed Limit poker?
The betting structure for a particular game sets the limits for how much you are allowed to bet each time it’s your turn to act, and in the case of the CAP games, how much you can bet in total on each hand.
In poker games with a no limit betting structure, each player can bet or raise by any amount up to and including their full stack (the total number of chips they possess at any given time) in any betting round, whenever it is their turn to act. In poker games with a pot limit betting structure, each player can bet or raise by any amount up to and including the size of the total pot at that time. In poker games with a fixed limit betting structure, each player can choose to call, bet or raise, but only by a fixed amount.

What are your chat rules?
You can choose to use the live chat or voice chat function where it is available. We do not actively monitor chat, and you play at tables with chat enabled at your own risk. Certain forms and topics of chat are not allowed. Players engaging in offensive chat will be subject to a chat warning or a suspension of their chat privileges.

Profanity/Abuse: We do not permit profane, vulgar, racist or abusive/insulting chat in our chat windows. We do have a feature by which certain profane or otherwise unacceptable words are asterisked out; a filtered word is one that has been deemed unacceptable on our site. Players attempting to bypass the filter may also be subject to a warning or suspension of chat privileges.

Begging/Solicitation: We do not permit players to repeatedly ask 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.

Flooding: The sending of multiple and frequent messages to the chat window in order to drown out legitimate chat is forbidden.

Malicious Behavior: It is strictly prohibited for a User to use Chat for any malicious or offensive behavior, including but not limited to collusion, fraud, spam, and/or harassment. Users shall not make statements about us that are untrue or would reasonably be considered to be derogatory or critical. Users should be generally aware of the feelings of other customers and our staff and Chat Moderators, and should act in a respectful manner.

• Should any freeroll tournament be cancelled while in late registration, Royal Poker will not offer any form of player compensation.
• Royal poker reserves the right to cancel or delay a scheduled tournament without notice.
• The details of every online poker tournament will be displayed prominently in the Tournament Lobby. Royal Poker reserves the right to change these details at any time without notice.
• No user can change a specific seat on any Tournament.
• All bounties will be awarded to each user that knocks out another user at the moment of the Knockout Tournament’s end.
• The prize payouts of each tournament will be determined at the moment of tournament start if it is a sit and go tournament or at the end of the late registration if it is a guaranteed prized tournament.
• The use of multiple accounts for one person is prohibited and will not be tolerated.
• Players may unregister for an online poker tournament and will receive a full refund prior to the start of the tournament.
• Tournaments conclude once one player has accumulated all the chips in the tournament. In the event that 2 or more players are eliminated in one hand the player with the most chips prior to the hand being dealt will be awarded the higher finishing spot.
• A tournament guarantee is only honored if the tournament reaches the end of the late registration period.
• No player receives the button twice in a row. In circumstances in which players are eliminated in the blinds the button will continue to move in a clockwise direction. As all players have the opportunity to be spared a blind when this occurs, it’s an equal opportunity proposition for all players.
• When playing heads up at the final table, the small blind will be in the position of the dealer.
• Every Tournament will have a 5 minutes break 5 minutes before every hour.
• When a hand is in play, the hold cards or hand possibilities can be shared by users. If such conduct is found, the accounts involved would be found as colluding and will not be tolerated.
• Players caught in collusion (chip dumping, soft play, or unethical chat) will be banned from the tournament and their accounts will be banned from playing at Royal Poker, and their funds will be confiscated.
• If a regular, turbo/hyper or rebuy and add-on multi-table tournament is in late registration and is canceled, all players will receive the following compensation (including players who have busted): tournament buy-ins, rebuys, re-entries and fees back. It will be as if the tournament had never been played.
• If a regular, turbo/hyper or rebuy and add-on multi-table tournament that is in a running state and not yet in the money is canceled, players that have been eliminated from the tournament will not receive any compensation for the tournament.
• Players that remain in the tournament will receive the following compensation: A. 1 buy in back (No re-entries, no rebuys or add-ons). B. The remaining prize pool (all guarantees are honored) will be distributed on a percentage basis according to each player’s chip stack.