Technical

Do I need to go to www.Casino.com/poker to log into my account?
No. Once the software is installed onto your computer, you will be able to log into your account through the Casino.com icon on your desktop. You will not need to visit our website every time.

How do I download and install the software?
Click on any poker download button, and then click save to start the download process. Our software will be saved to your desktop.

How do I open a Casino.com poker account?
You can register an account through the Casino.com website or in the poker software. Download our software, then you select either fun or real money account, and input the required information to activate your account. You will receive an email with your username details. Please store this information and keep your password confidential.

How do I transfer funds from/to my Poker wallet?
To transfer funds, log in and go to the cashier. Select casino account from the left hand drop down box, and poker from the right hand drop down box. Specify the amount, and click on the "Transfer" button. Please note that currency in the poker wallet will always be in displayed in US dollars.

Games

Where can I learn how to play poker?
Click here to read how to play all versions of poker offered by Casino.com.  

How do I know that Casino.com games are fair?
Our software uses an industry standard Random Number Generator which ensures that all results are random and cannot be predicted. We also display our payout ratio’s to help our members stay informed. You can read more about fair gaming at Casino.com here.

What information does the poker lobby provide?
The poker lobby provides all the information you need on table names, game types, stakes and the number of players currently seated. You can also view the average pot for each hand, the percentage of players viewing the flop, and the average number of hands per hour.

How can I view what tables are available?
Go to the poker lobby to view what tables are available. Click on either ‘cash games’ or ‘tournaments’ to see available games. You can sort the tables in view by using the filter displayed above the list of tables.

How do I join a table?
Click on the table you wish to join and select ‘go to table’ or ‘go to tournament’. Click on your chosen seat to join the game then click on ‘Register’ to enter.

Can I play on more than one table at a time?
Yes. You can play up to 12 tables at once. To select multiple tables return to the lobby and select the table you want to play at. Each new table will open in a new window.

Can I watch a game without playing in it?
Yes. You can view a game by selecting the table you want to view and double clicking to enter. Instead of selecting an empty seat to use, you can simply watch the game.

Can I chat to player when I’m just watching a game?
You are able to chat to players when you are just watching a game, but we ask that you keep this to a minimum so as not to disrupt players from their game.  

How can I see what tournaments are open for registration?
The status tab in the poker lobby shows a list of all tournaments which are currently open for registration. They are arranged by start time and date.

How do I register for a tournament?
You can register for any tournament which shows ‘Registering’ as its status. Highlight the tournament you wish to play and click the ‘Go to Tournament’ button. Then select ‘Register’. The buy-in and entry fee for the tournament will then be removed from your account.
Note: If you have insufficient funds in your account, your registration will not be accepted.

Can I cancel my registration for a tournament?
Yes. You can cancel your registration to a tournament at any time before the scheduled start time. To do this, find and highlight the tournament from the lobby, click on the "Go to Tournament" and select "unregister". The buy in and entry fee you have paid will then be credited back to your account. If you want to re-register at a later date, you can join again at any time up until the cut off point, so long as there are seats available.

What can I do if the table I want to play at is full?
If the table you want to play on is full, you can join the waiting list. To do this:

•    Click on the ‘waitlist’ button towards the bottom right of the screen.
•    You will be told where you are in the queue.
•    Once your place becomes available, you will be informed and the table will automatically open.

What if there aren’t any players seated at the table I want to play?
You can still take a seat at the table, and the game will start when enough players have joined.

What can I do if I see abusive chat?
We want our players to enjoy their poker game in a fun and respectful environment.  If you see any players being rude or offensive in the chat facility, we would like to know.

We have staff watching our tables but would kindly request that you contact us at support@casino.com if you see any behaviour which you believe is unacceptable. The following information would help us look into the matter more fully:

• table name.
• hand number.
• screen name of the player/players involved.
• time and date.

What action will be taken against chat abusers?
Any report of chat abuse will be investigated fully. Appropriate action will be taken, and may include:
•    warning the player.
•    removing their chat facility for a specified time.
•    removing their chat facility permanently.

How do I play at a private cash table?
There are two types of private cash tables: private and unrestricted.
The private version is only accessible to players that have been invited by the table owner. These are highlighted in the lobby with a small red padlock icon. When you open a private table you will see an area where you can send a request to enter to the table owner; enter your message and click OK. The table owner will receive your request, and if you accept you will be able to sit at the table.
You join an unrestricted version in the usual way. The only difference is that a player has created it.

What game speeds are available?

Normal: This is the standard table speed.
Adaptive: The time given for a player to think adapts according to how people have played previously. Adaptive tables are marked by a small green flash icon.
Turbo: Turbo tables are much quicker and are suitable for aggressive players. Turbo tables are marked by a small green flash icon.

How do I sit out of a ring game?
To sit out of a game click the ‘Sit out’ checkbox. Select the ‘I am back’ button to rejoin the table. There is a time limit to the length of time any player can sit out of a ring game.

Time limit: You will be automatically removed from the table after 3 big blinds have passed or after 15 minutes (whichever happens first).

How do I leave a ring game?
To leave a ring game select the "Leave table" button.  

Do I need to pay the big blind when I join a ring game?
The choice is yours. You can select ‘Wait for big blind’ and begin playing when it’s your turn. Or you can play immediately by opting to post the big blind straight away. This means you will receive a hand for the following game. This is a standard procedure in poker rooms and protects players by preventing others from leaving tables to skip paying the blinds.

What rules apply to your rake structure?
•    Pots are raked in even $0.05 or $0.25 intervals, and only called bets are included.
•    The rake percentage will not exceed 5%.
•    The maximum rake (rake cap) will not exceed $3.
•    The heads-up rake cap is $1.
•    No rake will be taken from games that don’t see the flop.
•    What does the term ‘rake’ mean?
•    In a real money ring game players win chips off each other, and the house takes a small percentage from each pot for hosting the game; this is the ‘rake’.  The amount of rake taken depends on the amount bet and the betting structure.

What is the Casino.com rake structure?   

Fixed Limit Rake
Lower than $0.50/$1.00	$0.05 per $1.00	Maximum rake: $0.50
$0.50/$1.00 to $2.00/$4.00	$0.05 to $1.00
Higher than $2.00/$4.00	$0.25 per $5.00

 

Pot/No Limit Rake
0.25/$0.5 or lower	$0.05 per $1.00	Maximum rake: $1.5 (3+ players)
Higher than $0.25/$0.5	$0.05 per $1.00

 

Max Rake Maximum rake rules for all game types are unless otherwise stated:
2 players	$1.00 max rake
3-4 players	$2.00 max rake
5+ players	$3.00 max rake

 

 

Software

Can I muck a winning hand?
You can muck a winning hand if all others players fold. If the round goes to a showdown, the winning hand will be shown to the other players.
You will be given a choice as to whether to show a hand which you lost on the showdown; you may muck this hand if you wish.

Do you use the same software as any other sites?
Yes. Casino.com poker offers one of the world’s most popular poker networks. This means we can offer a wider range of tournaments and more players, so you get more choice.

How do I see my play statistics?
The 'stats' tab located above the chat box when you are seated in a game or tournament will give you details of your current session at that table. This includes the percentage of flops seen from each position and also the number of hands won with and without a showdown.

How do I create a private table?
Select the ‘Private tables’ tab in the lobby, and click on the green button marked ‘Create private table’. Select your table type, the number of players, table restrictions (private or unrestricted) and the game speed. You can also add an optional description of the table; this will be shown in the lobby. Click on the "Create" button once you have selected all your preferences and your table will then be created. It can take a minute or two before it's visible in the lobby, so don’t worry if you don’t see it straight away.

When someone wants to sit down at the table you’ve created, they must first ask for your permission. It’s up to you whether you accept or deny their request.  

How do I know how much is in the pot in any poker game?
The amount currently in the pot is displayed at all times, next to the main pot chips in the middle of the table. This is automatically updated each time funds are added to the pot.

Can I automatically pay the big blinds?
For your convenience, the big blind can be posted automatically by using the ‘auto post blind/ante’ option at the bottom of the screen. You can also go to Options, Preferences, Game play to alter this and other game settings.

Are Casino.com employees permitted to use the software?
All employees of Casino.com are prohibited from playing on any Casino.com software to protect our players and ensure fair gaming.

Are other people allowed to use my login details?
No. Only the registered player is allowed to access their account. This is for security reasons and the protection of our players.

Can I turn the chat facility off?
Yes. You can do this by clicking on 'Options' and selecting 'Preferences'. Then click on the 'Chat' tab. Here you can choose what information you want to be able to see in the chat.  

What happens if I get disconnected in the middle of a game?
Should you lose your internet connection, our system will detect this. If you are playing a fixed limit game you will automatically be covered by all-in protection. This means that your cards will stay in the game and continue through to the showdown; but you will not be eligible to win more than the amount in the pot when you last acted. There is no all-in protection for pot limit or no limit cash games.

What happens if I get disconnected in the middle of a tournament?
Should you lose your internet connection during a tournament, you will remain in the game, folding every hand, but posting antes or blinds. This continues until you either reconnect or run out of chips. When you reconnect you must click the "I Am Back" button to be able to play.

What happens if I take too long to act?
If you do not act in time while connected, our system will automatically fold your hand if there are bets on the table, or check your hand if there has been no action.  

Can I sit out for a few hands in a cash game?
Yes. Simply check the ‘Sit out’ option to not be dealt into the following hands. To return to the table, click on the 'I am back' box in the middle of the screen. You will pay the amount of the big blind to rejoin.

What happens if the system crashes in the middle of a hand?
The following scenarios apply to both single and multi table tournaments.
•    When no players have been eliminated:  there will be a cash or ticket refund.
•    When some players have been eliminated but the prize structure wasn’t reached: the pot will be split.
•    When the prize structure was reached: the standard payout would be paid according to the standings.

Policies

What is your Multi Account Policy?
Casino.com allows players to register accounts with other network operators, but only allows an individual to register for a tournament from one of these accounts.
If you are found playing in a tournament from multiple player accounts you be subject to the following:
1. If the violation is detected during real time, you will be disqualified from the tournament whilst it is in progress.  
2. All money from all your player accounts with Casino.com and other network operators will be confiscated.
3. All your network accounts will be closed. You will be permanently banned from playing on the network.
4. Anyone who tries to re-register after a ban will have all accounts closed and any money deposited confiscated.  
At the discretion of Casino.com, tournament pay-outs can be held for 14 days during an investigation.  Investigations are carried out using anti collusion software, and accompanied by manual checks by our security team.
All accounts suspected of being involved in a violation of this policy may be frozen for the duration of the investigation. This means that suspected players will not be able to log in or play, withdraw or transfer funds.
We apologise for any inconvenience caused, but these precautions are required is a required security measure. We will try to complete any security investigations within a 72 hour period to keep the inconvenience to a minimum.
If an investigation requires that tournament pay-outs are held pending distribution to winners, we will communicate this to all players involved shortly after the tournament concludes.
Casino.com does not share the results of its investigations for privacy reasons. If prizes need to be redistributed, this information will be provided directly to the players involved.
Casino.com believes that fair and secure gaming is of the utmost priority for all our players. These measures are in place for the protection of our players.

What is your disconnection policy?
Casino.com provides three all-in protections in a 24 hour period for fixed limit games only. There is no all-in protection for pot limit or no limit cash games, or for tournaments. If you are disconnected your hand will be folded and you will be seen as 'Sitting out'.
In a ring game, any disconnected player will ‘sit-out’ for up to 15 minutes or three passes of the dealer button.  You will then be removed from the table to allow other players to take a seat. This policy was implemented in response to player requests. We plan to provide ring games with an option to opt in or out of all-in protection in the near future to allow more choice.
Should you lose your internet connection during a tournament, you will remain in the game, folding every hand, but posting antes or blinds. This continues until you either reconnect or run out of chips. When you reconnect you must click the "I am back" button to be able to play.

What are your tournament rules?
1. Tournaments will begin according to schedules. If you are not logged in when the tournament starts, you may forfeit your space at the table.
2. You cannot change seats during a tournament. You will be moved at random during a multi table tournament. This is to keep the tables balanced, and is completed by our software.  
3. In a multi table tournament, your seat is assigned at random. You can select your own seat in a single table tournament.
4. The dealer button is placed at a fixed position in a multi table tournament. In a single table tournament players are dealt a card and the highest card starts with the button.
5. Tournaments end when one player accumulates all the chips in play.
6. If two or more players are knocked out on the same hand, the player with more chips at the beginning of the hand will be placed higher. If players started the hands with the same amount of chips, it is considered a tie and any prize due will be distributed equally.
7. As players are knocked out, the tournament tables will be balanced by moving players to new seats at random. This is to ensure that all tables have an amount of players.
8. When only two players remain, the button will always post the small blind and act first on the opening round.
9. Disconnections:
9.1 When you play in a tournament, you accept the risk of disconnection. Casino.com does not accept any responsibility for a player disconnection except in the case of a server crash. Common reasons for disconnections are time lags, problems with connection between the computer and internet servers, or a freeze.  
9.2 If you lose connection you have 30 seconds to reconnect; this is in addition to the standard amount of time allocated for you to act.
9.3 If you time out during a hand when disconnected your hand is folded.
9.4 You will be dealt cards and any required blind/ante will be posted even if you are not connected when a hand begins. You can opt to sit out, but you will continue to post blinds/antes and receive cards.  
10. If you are involved in any form of unethical or fraudulent play, you will be disqualified and your account may be closed.  
11. If a player who was next in line to post a blind is knocked out, it is possible that a player in the game might skip a blind. This is because the button will move. It is possible in multi table tournaments that a player pays two big blinds in a row if they are moved to a new table to keep the play balanced. This is unfortunate, but cannot be controlled as movement is random.    
12. Structured limit tournaments allow one bet, a raise, a reraise and a cap (or final reraise).  There is no cap in pot-limit or no-limit tournaments.
13. If there is a server crash, any affected tournament will restart at the position it was interrupted. If that is not possible, the remaining portion of the prize pool will be divided between the remaining players.
14. Prizes are awarded as stated in the tournament prize structure.
15. Players cannot discuss a hand until the game action has finished.
16. English is the only language allowed to be used at the tables.
17. You must use the chat facility in a respectful manner; otherwise you may be banned from using this facility.
18. If there is a dispute, the decision made by Casino.com is final.
20. Casino.com reserves the right to cancel or reschedule tournaments at its discretion.
21. Casino.com reserves the right to amend the tournament rules and policies at any time without notifying players. It is the player’s responsibility to stay informed of Casino.com policies.
22. If you time out during a hand, whether connected or disconnected, your hand is automatically folded.

What is your tournament collusion Refund Policy?
This refund policy is in addition to the Casino.com Tournament Rules and the Casino.com Multi Account Policy. It is not a stand-alone policy and it does not overrule these documents in the event of any confliction. Please read both of these documents in conjunction with this policy. This Refund Policy covers Casino.com poker and Casino.com poker accounts only. Any accounts held with other operators within the poker network are not affected.
This policy has the sole purpose of ensuring fair treatment if cheating is detected in any tournament. All decisions made by Casino.com are final and cannot be overruled. Details of any investigations made by Casino.com may be released at our discretion. Any affected players will be contacted directly.
This policy deals with three separate types of tournament collusion; checkdowns, chip dumping and co-op play (multi-accounting).
Checkdown
A checkdown is when two or more players make a verbal agreement to not bet any more for the duration of the hand unless a player decides to go all in. This agreement is considered an unfair attempt to eliminate another player. It is against Casino.com rules to suggest or agree such an action to gain unfair advantage.
Players found guilty of this explicit attempt to maximize their chances of eliminating a third player will receive a warning. Repeat offenders risk having their prize money forfeited.
In any confirmed case, any all in player that loses money as a result of this behaviour will be refunded a ticket equal to the value of the tournament.
Chip Dumping
Tournament chip dumping is when one player purposely loses their chips to another player with the intention of increasing their combined chances of winning.
All players found guilty of chip dumping will be permanently banned and will forfeit all prize money. In cases of confirmed chip dumping, all players still in the event at the time of the offence, will have the forfeited prize money split equally amongst them.
Co-op Play (multi-accounting)
Co-op play is where one or more players enter a total of two or more accounts into a tournament and share, or attempt to share, information about hands or players between them.
Sharing information includes playing the different accounts from the same computer, using online instant messaging services and any other form of communication (online and offline).
All players found guilty of co-op play will have all account permanently banned. They may also have all prize money and their bankroll confiscated, as per the network Multi Account Policy.
There will be a full investigation into all related accounts when there is any suggested case of multi-account collusion. The individuals behind all caught accounts will not be able to play on Casino.com under any circumstances.
In cases of confirmed multi-account collusion, all forfeited prize money will be split amongst all players who entered the event in question.