FAQ

Support
Forgot Account Details
Software and Lobby
Connectivity
Fun Money games
Tournaments
Tournament Tickets
Free Cash Awards
Game Integrity
Hand Histories
Chat
Security
Held Funds
Language
Player to player Transfer
First Deposit Bonus

Support

How do I contact Support?

Currently the only method is to email.

General Enquiries: Support@pokerace.com

Payment Inquiries: Payment@pokerace.com

Tournament Inquiries: Tournament@pokerace.com

Marketing Inquiries: Marketing@pokerace.com

We are available 24/7 and are committed to providing you with an answer within 3 hours or less.

Forgotten Account Details

I forgot my account details. Can I just create a new one?

No. Players are only allowed to have one account. Please click Forgot Password when logging into PokerAce.

I forgot my password. What do I do?

Just click on the Forgot Password button when logging into PokerAce or send us an email from the registered email address on your account and we will reset your password for you.

I forgot my Nickname / Poker Alias. What can I do?

You should email Support@pokerace for assistance.

Software and Lobby

Where can I find out more about your game software?

You can visit Our Software page. This page gives you an overview of the PokerAce platform functionality.

In the Lobby what does the “P” and “M” beside the games and tournaments stand for?

“P” stands for “PokerAce Tables”. PokerAce Tables are exclusively open and available to PokerAce customers.
“M” stands for “Mixed Tables”. Mixed tables are open to both PokerAce and External Licensee* players.

*What are External Licensee players?

PokerAce is a network and offers its software services to External Licensees. An External Licensee can then offer online poker to their customers via these Mixed Tables.

What is the difference between the two types of tables?

Maximum rake on mixed tables is three times higher than that on the PokerAce tables. Please refer to the Rake Page for further information on the PokerAce rake.

How is it advantageous for me to play on a Mixed Table if the rake is higher than the PokerAce Tables?

PokerAce players are able to take advantage of exclusive promotions on Mixed Tables. Please check the PokerAce promotions page regularly to be sure not to miss out.

The poker game I wish to join is full. What should I do?

Feel free to find an available table with open seats.

What is the minimum buy-in?

The minimum buy in is different for each table. These can be found in the lobby.

What is a rake? How much is the PokerAce rake?

Rake is the fee charged by the site to facilitate the game, per hand in cash games and a one-time fee per tournament or sit & go. Visit our Rake page for a detailed overview of the rake structure applied on PokerAce.

How do I know how much money is in the pot?

The pot amount is displayed above the Table.

What are PPPs? How can I use them?

(PPP) PokerAce Points – these are loyalty points earned by players as they contribute rake or fees. These points may be traded in for cash rewards and prizes.

Can I play for real money?

Yes you can. You are under no obligation to play for real money, but if you want to, cash games and tournaments are available all day. The first step is to deposit some funds into your PokerAce account. The methods available for depositing into your account depend on your location and the currency you choose. Visit our Deposit page for additional information. You can also contact support@pokerace.com for assistance on how to deposit.

How many tables can I play at the same time?

You are allowed to play on 4 Cash tables at once, but may play unlimited tournaments at the same time. You may also play a mix of cash tables and tournaments.

Do you have Promotions and where can I find them?

Yes. Keep checking back to pokerace.com for news of our latest offers.

How does a new game start?

When two or more players have joined a table and clicked on ‘Post Blinds’, the cards are dealt and the game begins!

Connectivity

Which countries can play on the PokerAce software?

PokerAce is available worldwide except in the following countries: United States of America and its territories, Belgium, France, Italy, Spain, Denmark, Philippines, Hong-Kong, Taiwan, Israel, Antigua and Barbuda, Netherlands, Antilles, Estonia and Cyprus.

I cannot establish a connection to your server. What can I do?

This problem is usually caused by one of the below:

You have lost your internet connection.

Your connection is slow or ‘lagging’.

You have a Firewall preventing you from playing.

It may also be resolved by turning off all of your computer and network equipment, then restart everything and try to access PokerAce again.

If you have a firewall or similar software installed, check it is configured correctly to allow PokerAce 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.

What happens if I disconnect during a hand?

In a cash game, if there is a bet, your hand will be folded. If there is no bet, you will automatically Check, and you will be sitting out until you reconnect.

In a tournament, your hand will be folded if there is a bet. If there is no bet you will automatically Check. Your blinds will still be taken in the tournament and will sit out until you reconnect.

Should PokerAce be unable to get the tournament running again, our refund policy will dictate your Tournament winnings, depending on the type of tournament and the stage of play when the tournament was interrupted.

Is PokerAce available on Mac?

Yes the application works on Mac. Please see the minimum requirements for browser support.

Fun Money Games

Can I play for free?

YES. Fun Money (FM) tables are the best place to start.

How many Fun Money poker chips do I start with? What if I run out of chips?

You will start with 1000 chips, and you will be automatically given another 1000 chips after you have used these up. Contact Support to request more chips.

How do I recognize the Fun Money poker tables?

Go to the Play for Fun Tab in the lobby.

Tournaments

Where can I view upcoming poker tournaments?

PokerAce regular tournament schedules can be viewed in the Tournament Lobby or on our websites Tournaments page. Also refer to PokerAce.com for up-coming activities.

How do I register for a poker tournament?

Select the tournament you would like to play in the lobby and click on Register to join.

Can I play on more than one table at the same time?

Yes, players are allowed to play up to 4 cash tables at once, but may play unlimited Tournaments at the same time!

What happens if the system crashes in the middle of a poker tournament?

In the unlikely event that the system crashes, we will try to get it back up as quickly as possible. If the tournament is impossible to get back up, the tournaments will be dissolved. The money will be paid based on the Interrupted Tournament Payment Policy.

Tournament Tickets

How can I get tournament tickets?

PokerAce has introduced the use of Tournament Tickets (sometimes known as Tokens).

Some tournaments will have Tournament Tickets as prizes in place of some of the cash in the Prize Pool. Typically these will be satellites to larger tournaments such as Poker series Main Events or Live Events.

Players who own Tournament Tickets may use them to enter tournaments of the Tournament Ticket’s value.

Where can I see my tournament tickets?

Tournament Tokens/Tickets and their expiry dates can be viewed in the Cashier under MyTickets.

I see a lot of players are sitting out in tournaments and its ruining my game. Is this fair?

It is actually to your advantage that a player is Sitting Out during a tournament because their blinds are still posted every time they are due.

Players sometimes register to a tournament and forget when the tournament starts, or even play for a while and have to leave. We do not think it is right to penalize them because they could log in and want to play at any time.

How can I withdraw my Winnings?

You must meet the requirements of the PokerAce Fair Play Policy

You are allowed to withdraw your winnings if you;

Have generated at least 50 PPP (PokerAce Points)
For players who receive a Free Cash Credit on sign up the PPP requirement is 10 times the USD Cash Credit amount or 50 PPP, whichever is higher

Have made a Real Cash deposit on PokerAce.
Players who deposit will be allowed to withdraw their initial deposit(s) at any time.

Have validated your account by submitting requested documents proving your identity to PokerAce Support.

Free Cash Awards

What is a Free Cash Bonus?

Usually, Free cash is awarded to players who create an account through one of our Affiliate Partners. The amount will depend on the Affiliate and the conditions relating to the particular offer

What can I play with my Free Cash?

Free Cash can be used to buy in at cash tables as well as for tournament entries and fees

How long before I withdraw my Free Cash?

You must earn 10 PPP for every $1.00 or equivalent in your Free Cash.

For example:If you receive $10 Free Cash you need to have earned 100 PPP since the Free Cash was awarded in order to request a withdrawal

How much time do I have to meet the requirements?

You must either make a real deposit OR earn one at least one PPP within 7 days of receiving the Free Cash Bonus or the Bonus amount will be removed from your account. (PPPs can be earned by paying rake in a cash table or entering a tournament with a fee)

Unless there is a requirement particular to the Free Cash you have received there is no time limit to how long you take once you start playing.

Game Integrity

How old do I have to be to play at PokerAce?

Accounts may only be registered by individuals who can prove they are 18 years or older.

Can I change my Nickname / Poker Alias?

No. Once you have chosen a Player Name you will only be allowed to change it under exceptional circumstances. Choose carefully because once selected, your Account Name will be permanent.

How can you ensure the integrity of your games?

We have a Random Number Generator, which is checked by an approved third party. The games are monitored by our security specialists to ensure the fairness of the games. If you have further concerns, please contact us. If you find any suspicious activities, kindly report it to us so we can further investigate.

Are PokerAce employees allowed to play on your site?

No, employees are not allowed to play for real money.

Well known players are seen playing on this site, why are they allowed to play for money in cash games and tournaments on your site?

They promote and represent the site. They are normal players, with no advantage over any other player.

Can I play at the same table as my friend?

Yes. But in order to protect the integrity of the game, we recommend you to refrain from playing with your friends on the same table.

I would like to play under different names; can I have more than one poker account?

No. Players are only allowed to play on the PokerAce platform using one account. This policy applies to the overall network. It is not permitted to set multiple accounts between licensee operators of the network.

Does the poker software allow me to muck the winning poker hand?

Yes it is possible, but any suspicious or collusive activity detected by PokerAce Security may trigger an investigation.

Are there any limits to how much I can withdraw, and how long does it take?

Limits on withdrawals may depend on the limits imposed by the Payment Processor. Please contact your Payment Processor or Payments@pokerace for details about specific methods.

Withdrawal time depends on your withdrawal method and sometimes your Deposit method. Again, you should contact your Payment Processor or Payments@pokerace for details about specific methods.

Hand History

How do I request a hand history? How many hand histories can I request?

Players can view recent hand activity by clicking the Play History Tab under the Cashier button. You may review up to 200 hands in Play History.

Can I see the Last Hand I just played?

Players can also view the recent hands at the table they are seated at by clicking the Last Hand tab and stepping forward and back by clicking Previous and Next.

Chat

What are your chat rules?

PokerAce encourages a friendly atmosphere at the tables. Any abusive activity detected by the PokerAce security team may result in suspension of chat privileges.

What should I do if someone is abusing the chat feature?

Send an email to chat support stating the date and time of the chat. Abusing the chat, even in response to another players abusive chat may result to your chat privileges being suspended.

I am unable to use the chat function sometimes, why is that?

During a tournament the Chat for all players is disabled when a player is All-in. This is to prevent players attempting to gain an unfair advantage by revealing how they think other players should play.

Security

How can I keep my PokerAce account secure?

Do not share your information with anybody. Make sure that you close the poker client after playing, especially if you are using a public computer or kiosk.

I am not getting emails delivered?

You can check your spam filters, or contact us to ensure that the email address you provided is correct.

Held Funds

What are held funds?

PokerAce uses the Held Funds functionality to combat fraud and collusion on our site. The period of Held Funds is 72 hours. Only winnings are calculated in Held Funds and not your original stake. This may affect the amount of funds available for withdrawal from your account. Each poker session you finish is time stamped by the system and your Held Funds amount will change according to the win/loss in that session.

Language

Can I change the language the application appears in?

The application is available in English and Simplified Chinese. The application launches in the language you are using while on the pokerace.com website. If you would like to change the language of the application, then change the language you are viewing the site in.

How can I make sure I always get emails in my preferred language?

You receive emails in the language of the version of PokerAce you are using. For example: if you use PokerAce in English, then you will receive emails in English.

Player to Player Transfer

How does it work?

Player to player transfer is available to PokerAce players who have made a real money deposit to their PokerAce account.

It can be activated upon request after a Security review of the account. This will usually take less than 24 hours and may require player to submit documentation to verify their registered account details.

How much may I transfer?

The initial limit for Basic Transfer is $50 in any 24 hour period with a maximum of 3 three transfers allowed.

How do I get my level increased?

Higher Levels (Verified and Premium) are also available with higher transfer limits. These Levels will be granted to players after further verification checks to accounts are considered to be ‘in good standing’.

Who may I transfer to?

PokerAce account holders may only send funds to other PokerAce accounts and not to accounts of other Partners on PokerAce Network.

The funds, once available in the receiving account will be treated as Held Funds and may not immediately be withdrawn, See FAQ for an explanation of Held Funds.

Transfer Terms and Conditions – Important Notice

PokerAce are not able to investigate disputes arising from Transfers. Please only send funds to an account holder you know personally.

Players found to be abusing the Transfer privilege may have it removed from their account.

First Deposit Bonus

How can I qualify for a First Deposit Bonus?

You are eligible for the 200% deposit bonus when you make your first-ever real money deposit at PokerAce. This first deposit must be a minimum of USD10 or RMB65.

Please remember that your bonus expires in 60 days from the time you deposit, and that you must earn the required PPP’s before the 60 days are over, in order to earn your bonus. To check when your bonus expires, and how many PPP’s you have earned, click the cashier button in the PokerAce Lobby.

How can I claim my First Deposit Bonus?

In order to receive your deposit bonus you must earn a designated number of PPP’s. The amount PPP’s you must earn and the maximum bonus you may claim, will vary depending on the amount of your initial deposit.

$1 of your bonus will be released into your account for every 30 PPP’s earned, but will be available only in 5% increments.

Example: If you deposit RMB¥3000 into your account (at time of printing, this is equal to USD$475) you are awarded a $950 First Deposit Bonus (USD is the default currency on PokerAce). To redeem the entire bonus, you will need to earn 30 X 950 PPP’s (28,500 PPP’s). When you earn 1425 PPP’s (5%), RMB¥150 will be credited to your account until the entire bonus is redeemed or the offer expires (60 days). A player can track their Bonus progress by clicking on the “Cashier” button in the Lobby. Once in the Cashier window, there is a button labelled “Bonus Account”. The Player will be able to track their Bonus here.

You will begin accumulating PPP’s with the first hand played with “Real Money” after the deposit is made to your account.

After the required number PPP’s are earned for the first 5% of your bonus, the bonus will appear in your “Available Balance” section in the PokerAce Cashier. PokerAce will send you an email confirming that the bonus funds have been moved to your cash account. The transaction will also be traceable under ‘History’ in the Cashier.

Where can I track my First Deposit Bonus?

Once you make a deposit, you can view your bonus by clicking on the Cashier button in the Lobby. Once in the cashier, you can track you PPP’s and check your progress by clicking on the “My Promotions” tab. The number of PPP’s earned, as well as the number of PPP’s still required, can also be found there.

What can I do if I don’t claim my bonus within the 60 day time period?

PokerAce feels that 60 days is a long enough period to earn the required PPP’s to clear your bonus, remembering that it is earned in 5% increments. Therefore, bonus extensions are not permitted beyond the 60 day term.