FAQs

Poker FAQs

1. Safety and Security
2. Technical Stuff
3. Registration
4. Account Queries
5. The Legal Bit
6. Banking
7. Game Play
8. Chat
9. Promotions
10. Email
11. Contact Details
12. Frequent Player Points

1. Safety and Security

Are your systems safe to play on?

We know how important it is to feel safe and secure playing poker. All our systems use the latest up-to-date encryption software as well as protect the transmission of any sensitive data, such as credit card numbers over the internet, through the use of Secure Socket Layer (SSL) encryption protocol.

What happens to my personal details and information?
All your personal data is stored on our secure servers for the sole purpose of providing a high level of service to you. We do not sell any of our customers’ details to third parties.

What is your Privacy Statement?

To read our Privacy statement in full please click here

What does responsible gaming mean?
We want to ensure that playing poker is entertaining and fun for all our players.
In some instances however, gambling can become a problem. We are committed to taking every reasonable step to discourage problem gambling. Our systems are designed to reduce the opportunities for problem gambling to occur. Please see our Responsible Gaming section for more details.

2. Technical Stuff
How do I download the poker room?

To start playing poker you need to download our software to your PC. This is very easy and only takes a few minutes. After you click Download Now link on the website the following dialog box will appear, click the button marked Open.

Once you click Open the following dialog box will appear:

Click the "Next" button to continue on and follow the instructions on the next two screens. The poker files will be installed into your computer. When the installation is complete, simply click on "Finish" and the poker software will automatically open up.
I have downloaded the software but I cannot find it on my PC!

Once you have downloaded the software an icon should appear on your desktop and in your Start Menu. If you cannot see these icons, go to “Start”, click on “Search” and look for the software in “All files and Folders”.

I cannot connect to the game server.

Problems connecting to the game server are usually the result of a slow broadband connection, a loss of broadband connection or Firewalls.

Do I have to download the poker room every time I want to play?

No, once is enough! The poker room can now be accessed from your desktop or Start Menu.

3. Registration

How do I register to play?

Registering to play is easy and only takes a few minutes. Once you have completed the download you will see a dialogue box. Click on “New User” to start you registration.

Enter a username and password and verify your password. These are your login details for the poker room.

Fill in the registration form. Your Nickname will appear at the poker tables and in the chat rooms. Once you have entered all your details and you have checked them for mistakes, click on “OK”.

You will be asked to confirm the registration and to agree to our Licensing terms and conditions. Once you have read these, click “OK”. The game lobby will automatically appear and you are now ready to play!

My Username is unavailable.

When registering you may see the following error code;

This means that another player has already used your first choice. We will suggest an alternative which you will be able to use.

I am having problems registering.
If you are having problems registering, please make sure you have entered all your details correctly and have chosen a Nickname that is available. If the problem persists, please contact our customer services team at support@pokerresponse.com.

4. Account Queries

I cannot remember my password.

If you forget your password we can send you a new one. All you need to do is click on the “Lost Password” tab on the login screen and follow the instructions.

My account has been locked.

Your account may have been locked if you were trying to log on with incorrect details. Our systems will allow you to try three times before it automatically locks. You then need to contact our customer services team who will be able to unlock your account.

I would like to change my Nickname / personal details but I don’t know how.

You can change all your personal details yourself so we have the most up to date information for you. This can be accessed via the game lobby. Nicknames cannot be changed, so consider your choice carefully upon registration;

5. The Legal Bit

What is the minimum age to be able to play?

The age limit surround wagering varies depending on which country you are situated. Please check the age limit for your jurisdiction. We use a variety of tools to verify the age of our players. Any player who provides dishonest information regarding their age automatically forfeit their right to any prize. All monies staked will be returned and the appropriate authorities informed. Civil proceedings or criminal prosecution may follow.

Where is the poker room based?

Our poker room is licensed in Gibraltar and is strictly regulated by the laws of the European Union with regard to Data Protection. Our poker software is developed and maintained by Boss Media AB, a leading online gaming software company.

Who is St Minver Ltd?

Our poker room is brought to you by St Minver Ltd, Europe’s leading gaming operator.
St Minver Ltd is licensed in Gibraltar and is strictly regulated by the laws of the European Union with regard to Data Protection. St Minver is committed to delivering ethical and responsible gaming, with the highest standards of excellence in customer care.
We guarantee our customer's privacy and that all details are kept strictly confidential and will not be sold or distributed to any third parties. We are also committed to responsible gambling practices and closely monitor activity to identify issues such as problem and underage gambling.

6. Banking

What types of payment you accept?

Our payment provider is called WebDollar which accepts any of the below purchase methods for you to acquire credits. Funds are always protected with your personal login and password.

Credit card (Visa/MasterCard)
Debit card (Maestro/Visa Electron/Switch/Solo)
NETELLER
Wire Transfer
Bank draft/Cheque

Please see the Banking section for more details.

What currencies can I play in?

When you register your account you can choose the currency that suits you best. This has the benefit of eliminating foreign exchange rate commission at the time of withdrawal. You you’re your deposit in your chosen currency and the funds are then exchanged at the time you make a transfer into the poker room. The same rate is used when you transfer back to your Springboard account.

Currencies offered:

GBP: British pound
USD: US dollar
EUR: Euros
SEK: Swedish Kroner

What is the maximum deposit allowed in one transaction?

Below are the maximum amounts you can deposit in 24 Hours;

How do I make a deposit?

To make a deposit you need to click on the “Cashier” tab in the game lobby window. This will launch WebDollar which offers the full suite of payment methods for our poker room. At the top of the page chose “Deposit” and click which method you would like to use. Then just follow the instructions. Once complete, you can transfer your funds to our poker room and start playing!

How do I make a withdrawal?

To make a withdrawal you need to click on the “Cashier” tab in the game lobby window. This will launch WebDollar which offers the full suite of withdrawal methods for our poker room. At the top of the page chose “Withdrawal” and click which method you would like to use. Then just follow the instructions.

How much can I withdraw in one transaction?

Below are the maximum amounts you can withdraw in 24 Hours;

My transaction failed, why?

Due to recent banking restrictions your bank might choose to decline your purchase of credits with your credit card. If your purchase is declined we recommended that you use one of our other methods to fund your personal account.

Also as Visa Electron is available to under 18s, our Fraud and Security Department will take the precaution of suspending accounts with this card registered. All you need to do to get your account active is to provide us with a copy of proof of identification (Drivers License or Passport) to be sent to us either electronically via email, or by fax to the following number - (+350) 45126. Please include your username to help us identify your account.

Who can I contact about my transactions?

For more information on payment related queries please email the following:

Spanish pagos@paymentresponse.com
English payments@paymentresponse.com
German zahlungen@paymentresponse.com
Swedish betalningar@paymentresponse.com

Or alternatively, you can speak to one of our Call Centre Representatives:

7. Game Play
Are your games audited for fairness?

We use Boss Media's software to operate our poker room. This software has been independently and impartially tested and certified by Technical Systems Testing (TST), an internationally recognised testing firm, which offers testing and consultation services to both the land-based and interactive gaming industries. It ensures that games operate in a manner that is fair, secure and auditable. TST's services are delivered by a multi-disciplined team of trained computer scientists, engineers, mathematicians and information systems auditors.
Boss Media is also a member of the Interactive Gaming Council (IGC), a non-profit organisation established to provide a forum to address issues and advance common interests in the global interactive gaming industry and to establish fair and responsible trade guidelines and practices that enhance consumer confidence in interactive gaming products and services.

What is rake?

Rake is a small fee that we take to operate the tournaments that you play in and additionally is the small “fee” we take from each cash hand. We will collect "rake" which will not exceed €3 per pot, except in games featuring stakes of €1-€2 or lower, where the maximum rake is €1. The rake shall be collected as per the tables below:

Micro Limit tables -- €0.10/€0.20 -- €0.25/€0.50
Players: 2-3 4-10
Rake is: €0.05 every €1 €0.05 every €1
Max: €0.50 €1.00

Low Limit tables -- €0.50/€1.00 -- €1.00/€2.00
When pot is: €5 €10 €15 €20 Max
Rake is: €0.25 €0.25 €0.25 €0.25 €1.00

Moderate Limit tables -- €2.00/€4.00 -- €3.00/€6.00 -- €5.00/€10.00 -- €10.00/€20.00
When pot is: €20 €30 €40 €50 €60 Max
Rake is: €1.00 €0.50 €0.50 €0.50 €0.50 €3.00

High Limit tables -- €15/€30 and up
When pot is: €40 €50 €70 €100 Max
Rake is: €1.00 €0.50 €0.50 €1.00 €3.00

Pot Limit/No Limit tables
Rake is: €0.05 every €1.00
Max: euro;3.00

What are your All-In policies?

What happens if you run out of money during a hand? If a player runs out of money during a hand by no means does a player have to fold his hand: the player may go "all-in." This means that you cannot be forced out of a hand if you don't have enough money to complete the hand you started. When a player runs out of money in a hand and wants to stay in, they place what chips they do have into the pot and the game computer automatically places them "all-in."

As an all-in player, you can only contend for the money in a pot that you contributed to. Using this kind of all-in does not use up one of your two daily all-ins; those all-ins get used up only when you fail to act in time, either because you got distracted from the game, or disconnected from the game. All other action of remaining "active" players goes into a "side pot" to be fought for by them.

How do you go all-in?
Players may go all-in for whole dollar amounts only. When you make a bet, call a bet or raise a bet that will reduce your balance to less than €1, you will be prompted to: "go all-in?" Yes or no?
Once you are all-in:

The player receives all cards as usual.
The all-in player has no option to bet (obviously).
All other money bet after the player is all-in cannot be won by the all-in player and will be put into a side pot for all active players to win.
If the player who is all-in has the action, then the dealer will move to the next player clockwise. This will continue until an active player shows a better top hand.
The player may fold his cards only on the river and only after the side pot (if there is one) has been awarded to active players.

What do you do about collusion?
Team play or collusion is the act of two or more players "teaming up" to gain a competitive advantage by signalling card values or making raises and re-raises that are intended to force a victim player out of a pot. If customer service receives a complaint about such an activity or management suspects such activity, the players accused/suspected will have their accounts and playing activity reviewed by management. Players found to have been acting, or reasonably suspected of acting as a team, will have their account privileges terminated throughout Boss Media's network indefinitely. If warranted, management has the right to confiscate any funds won while acting as a team. Confiscated funds will be distributed to victim players.

If management suspects such an activity, the player(s) accused will be investigated. Players found to have been, or reasonably suspected of cheating in any form, will have their account privileges terminated throughout Boss Media’s network indefinitely. Using the standard of "beyond a reasonable doubt" to indicate cheating, we have the right to confiscate any funds won while cheating. Confiscated funds will be distributed to victim players. We will never keep confiscated funds. Any player who has funds confiscated for cheating will be told the screen names of the players who have received their money.

How can I view my hand history?

You can view how many hands you have played with our “Hand History” section. You can find this from the game lobby. Click on “Support” and chose “Hand History”.

8. Chat
What is a Chat Room?
Our chat room function allows you to chat to other players sitting at the table. You can try to find out other players weaknesses and strengths or simply get involved with a bit of banter!

How do I join a room?

When you join a table you can start chatting straight away. From the lobby, click on the table you want to join. The chat feature is located in the bottom right hand corner of the table screen.

I don’t understand some of the chat
There are a wide variety of abbreviations associated with chat. To help you get started we have listed some of the most popular ones;

NH Nice Hand
VN/VNH Very Nice Hand
TX/TKS/TY Thanks/Thank you
WTG Way to go
G1 Good One
BRB Be right Back
LOL Laugh Out Loud
ROFL Rolling on the floor laughing
CUL See you later
CYA See you

What are the chat room rules?

The rules for chatting to other players are there for protection and to ensure that everyone enjoys the function. There are a few basic rules;

• Players may not chat about a hand while it is in progress (i.e., a comment like "I have a heart flush draw." General comments like "I'm going to get my revenge this hand" may be considered acceptable)
• Players may not offer advice to another player through the chat during a hand, or urge a player to take any kind of action
• The language which may be used in the chat room is decided by the language table that you have decided to play in. E.g. a player in an English table may only use English chat.
• Any foul, abusive or threatening language will not be tolerated on any game table
• Players may not chat about any mucked cards they held during a hand
• Players may not chat about any current cards being held during a hand.
• Management will judge the severity of a violation. We have the right suspend or revoke membership privileges.

What do I do if I think a player is breaking the rules?

If you think a player is breaking our chat room rules you can contact our customer services via our live chat system. This can be accessed through the game lobby. Click on “Support” and select the live chat function. Management will assess how serious the potential violation is and decide what action to take.

9. Promotions

What is a Free Roll tournament?

Free Roll tournaments are excellent for first time players. These tournaments are free to enter but you can still win cash prizes. For example, €50 Free Roll will have no entrance fee or re-buys. The €50 prize money comes from our pockets!

What are satellites?
Satellites are a great way to win a seat in a big online or offline tournament rather than find the cash to buy in. The satellite structure works in the following way;

Daily satellites “ these can take place every day where you are playing to win your seat in the weekly final. If you do beat all the other players you are automatically entered into the weekly final.

Weekly Satellites “ if you were not lucky enough to win your seat via a daily satellite you can still buy in to these weekly satellites. All players are playing for a seat in the monthly final. If you are the winner you will automatically be entered into the monthly final.

Monthly Satellites “ if you were not lucky enough to win your seat via the weekly satellites then you can still buy in to these monthly tournaments. Depending on the promotion lifetime, this tournament could be the last one in the satellites (the final) or it could be another satellite into a Grand Final.

What are Heads-Up tournaments?

Heads up tournaments are short games of poker where you play one to one. These are great if you fancy a quick game in your lunch break or just before you go to bed!

What are turbo tournaments?

Turbo tournaments have shorter blind structures so these tournaments are great for players searching for short fast paced games.

What happens if I win a tournament?

If you win a tournament that has a cash prize, the money will be automatically credited to your account.

If you win a tournament where the prize is entry into an offline tournament, then a member of our team will be in contact with you. Check out the terms and conditions of the promotion for more details.

What are Private tournaments?

There are two types of private tournament available at our poker room, password protected and pin protected tournaments.

A Password protected tournament requires players who wish to register for it to enter a password that they will have received via email.

An Invitation only tournament is strictly by invite only. A select number of players will be sent the invitation and only those players will be allowed to register. These tournaments are very exclusive and give players much better odds of winning. These types of tournaments are available to VIP players.

10. Emails
Why am I receiving emails?

When you registered to play poker with us, there is a tick box for you to sign up for email communication from us. If you ticked the box, we can email you all our great promotions and offers. It is important to receive communication from us as some promotions will not be displayed on the website. Plus we often communicate system upgrades and new features via email.

I am not receiving emails

If you did not tick the box when you registered telling us it was ok to send you emails then this may be why you are not receiving them. You can access your profile from the game lobby. Click on “Profile” and update your details to include receiving emails.

Also check that our emails are not going to your junk email folder!

My email provider classes your emails as junk, how do I stop it?
You can add us to your trusted senders list with your email provider. To ensure that we do not end up in your junk email folder, add us to your address book or safe list.

I cannot see the images in the email
Even if you have added us to your email safe list, email providers may still block the content of our emails. If you cannot see the images or all you see is a white square with a red cross, right click on the image and click “show pictures”.

I wish to unsubscribe from the emails

If you do not wish to receive emails from us anymore you can change your profile settings. You can access your profile from the game lobby. Click on “Profile” and update your details to exclude receiving emails.

Alternatively, in every email sent out we offer players the chance to unsubscribe. This can be found on the bottom of the email, simply click on the link and confirm you wish to unsubscribe.

11. Contact Details

If you need to speak to someone about any queries or issues that you are having, our Customer Services representatives are available 24 hours a day, 365 days a year.
Customer Services

Email: support@pokerresponse.com
Phone (UK FREE): 0800 376 2815
Phone (Intl): +350 51710

12. Frequent Player Points

What are Frequent Player Points (FPPs)?

FPPs are a loyalty program to reward players for the amount of poker they are playing.

How do I earn FPPs?
You will earn 1 FPP for every €0.25 that you personally rake.

How can I redeem my FPPs?

There will be offers publicised from time to time on how you can do this. The main ways to redeem your points will be as entry to specific tournaments and, in some cases, for merchandise.

Can I get cash for my FPPs?
No. FPPs can never be exchanged for cash.

Are there any other restrictions on FPPs?
Yes, they cannot be shared, transferred or pooled between players and if your account is not used for over 6 months they will expire.