Poker Encore
24/7 UK Based Customer Service

PLAYING NOW: 2551   TABLES: 699   TOURNAMENTS: 168

FAQ


1. Safety and Security


At Poker Encore your protection is our priority. Poker Encore is committed to operating in a legal and regulated environment. Furthermore, we take every security precaution, and have installed the latest technology, to ensure that only players who are eligible are served, and that no players are allowed to play from jurisdictions that prohibit Internet gambling.

We deploy the most sophisticated technology available today including encryption and firewall technology to protect your security, your privacy, and to ensure that you experience fair play. By using industrial grade encryption technology (1024 bit RSA key exchange and 448 bit Blowfish), we provide protection for your data far in excess of the more common commercial grade SSL protection. This same technology is being utilised by major financial institutions worldwide.

All banking transactions are settled by international financial institutions with high standards of confidentiality and secure networks. Access to account information is also restricted by a player's unique sign in ID and password.

We do not tolerate fraudulent activity on our site. Any such activity will result in immediate account termination, forfeiture of any winnings and may result in civil and/or criminal prosecution of the player.

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2. Technical Stuff


How do I start playing Poker Encore?
To start playing poker you must first of all download the poker room software and then register a screen-name. This will enable you to play for fun.

Why can I not log on to Poker Encore?
If you cannot log on please first check that you have entered the correct screen name and password and try again. If you are still unable to log in, please contact us.

Why can’t I register and create an account?
At the moment Poker Encore is restricted to UK based players. Players in all other jurisdictions/countries are currently prevented from being able to play on Poker Encore.

What do I do if the game freezes or I lose my connection?
If you lose your connection, the game will wait a period of time for you to reconnect. In limit cash games, if you fail to re-connect, your hand will be deemed All-In. This means your last bet will be deemed to be taken as a bet made with your last chips, then the hand will be completed. If you win, you will be credited with whatever monies are in the main pot. A side pot will be played for by the other players. If you are not able to re-establish your connection in a timely manner, your chips will be automatically deposited to your account for you. In the unlikely event of the game freezing as a result of a server error, the hand will continue from where it left off after the server has been restarted. If you do not rejoin the hand, any money you may have bet will be refunded.

Why do I sometimes experience a slow or interrupted connection?
This could be due to many things: modem failure; ISP failure; problem with your PC or a server interruption.

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3. 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;

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4. 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.

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5. Banking


Is it safe to use my credit card or debit card at Poker Encore?
Yes, absolutely. We use the best available security measures available today, such as latest Firewall technology and RSA encryption to make sure that delicate information remains 100% secure with us. In fact, using your credit card at Poker Encore is much safer than using it at your local department store. For further information, visit our Security section.

How do I make a deposit to my account?
In order to make a deposit you must first download the Poker Encore software. For complete step-by-step instructions on downloading and installing Poker Encore, go to the Getting started section. You then need to open your real money account. After you receive your real-money username and password, you are ready to make a deposit into your Poker Encore account.

- Start the Poker program, and select the "Real money mode" option.
- Enter your real username and password in the Login window.
- Select "Cashier" from the bottom left corner of the lobby followed by pressing the "Deposit" button.
- Select deposit method.


How long does it take to process my deposit?
Debit and Credit card deposits are processed instantly and the funds are made available in your poker account.

For full details of all payment options please visit our payment methods section.

How do I withdraw my winnings?
To withdraw money from account go to Cashier and select the "withdraw" button.

If you have made Debit or Credit cards deposit(s) using a Visa card prior to your withdrawal, the money you now wish to withdraw will be refunded to your card. If you have deposited via MasterCard, Maestro, Diners or Solo cards your withdrawal cannot be processed to your card and an alternative method must be selected. For full details of this and all other withdrawal options please see our payment methods section.

You can track the status of your withdraw requests by entering the cashier and selecting the "Transaction history" screen. The status column in this screen identifies each transaction's exact phase.

What is the "pending withdraws" screen?
Once you make a withdrawal, your withdraw request is pending to be processed by our financial department. By entering the "Pending Withdraws" screen in the "Withdraw" section in the cashier you can view all your Withdraw requests that are waiting to be processed.

Generally no withdraw request will be processed before 1 business day of making the request so that you can cancel withdraw requests while the transaction has not been processed, and return the amount back to your casino account, so you can go ahead and play.

How can I follow up financial transaction operations?
The Cashier's 'My Account' section stores a complete history of all your financial actions, such as withdraws and deposit requests.

What is Verified by Visa?
Verified by Visa is an additional layer of security that helps protect legitimate cardholders from unauthorised use of their bankcard. This is a scheme set up by Visa, though your bank will implement the scheme on behalf of Visa.

If you have any questions relating to this scheme, please contact your card issuer directly or visit http://www2.visaeurope.com/personal/onlineshopping/verifiedbyvisa/main.jsp

How do I sign up to Verified by Visa?
You can do this when you attempt to deposit to your account, if your bankcard issuer is part of the Verified by Visa scheme. You will be given the option to register before your transaction is complete. Alternatively, please contact your bank and they will complete the registration on your behalf.

What if I don’t want to sign up to Verified by Visa?
You have the option to sign up to use the Verified by Visa scheme. However, if your card issuer is a part of the scheme and you choose not to sign up to Verified by Visa, you will not be able to use this bankcard at our casino. You may, of course use any of our others deposit methods. Please see the payment methods section should you have any queries.

What if I’ve forgotten my Verified by Visa password?
If you forget your Verified by Visa password, you can use the “Forgotten Password” link on the Verified by Visa deposit confirmation screen. Alternatively, contact your bankcard issuer directly and they should assist you further.

What is MasterCard SecureCode?
MasterCard SecureCode is an additional layer of security that helps protect legitimate cardholders from unauthorised use of their bankcard. This is a scheme set up by MasterCard, though your bank will implement the scheme on behalf of MasterCard

If you have any questions relating to this scheme, please contact your card issuer directly or visit http://www.mastercard.com/us/personal/en/cardholderservices/securecode/index.html

How do I sign up to MasterCard SecureCode?
You can do this when you attempt to deposit to your account, if your bankcard issuer is part of the MasterCard SecureCode scheme. You will be given the option to register before your transaction is complete. Alternatively, please contact your bank and they will complete the registration on your behalf.

What if I don’t want to sign up to MasterCard SecureCode?
You have the option to sign up to use the MasterCard SecureCode scheme. However, if your card issuer is a part of the scheme and you choose not to sign up to MasterCard SecureCode, you will not be able to use this bankcard at our casino. You may, of course use any of our others deposit methods. Please see the Payment method section should you have any queries.

What if I’ve forgotten my MasterCard SecureCode password?
If you forget your MasterCard SecureCode password, you can use the “Forgotten Password” link on the MasterCard SecureCode deposit confirmation screen. Alternatively, contact your bankcard issuer directly and they should assist you further.

For more information on payment related queries please email the following:
support@pokerencore.com

Or alternatively, you can speak to one of our Call Centre Representatives:
24hr Customer Support: +44 808 120 3476

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6. Game Play


Are the games fair?
Our poker software is regularly checked and is certified and Independently tested by Technical Systems Testing (TST), an internationally recognized and respected Accredited Testing Facility (ATF).

What measures do you take against people who are being rude or offensive?
It depends on the severity of the incident, but usually after the first offence, a player will be given a warning one by one of our hosts. Repeat offenders will be punished with the suspension or permanent loss of a player chat privileges. In severe cases players may be banned from using the poker room altogether. The best way to avoid confrontational situations that may result in a chat suspension or ban is to treat all your fellow players with respect and be polite at all times…even if your pocket Aces have just been outdrawn by a pair of threes.

Can I see what games look like before I start to play?
Yes. As long as you have downloaded and installed the poker room client you can watch other games without participating. Simply select the table you wish to observe from the table lists or from a multi-table tournament lobby screen.

What's the difference between cash games and tournaments?
Cash games and tournaments are two different ways to play poker. The Poker Encore Room offers both. In tournament poker you pay an entrance fee and take part in a last-man-standing knockout competition whereas in cash games you play with real money and can leave the table at anytime. For further information about cash and tournament games please see Game Types.

If I run out of chips, can I get some more?
Yes. In cash games you can only purchase more chips after the hand you are currently involved in is over.

How do I tell how much is in a pot?
The amount of money in the Active Pot and Current Total Pot is displayed at the top of the table. This display can be toggled on and off in the options section and so if it is not visible then try changing the settings.

What is a side pot and who can win it?
When there are three or more players in a hand and one of the players is all-in, any further betting that takes place between the remaining players is known as the side pot. The all-in player cannot win the side pot but can win the main pot.

What is the rake?
Rake is the money retained from a pot by the House (Poker Encore) in a cash game. Usually this is a small percentage of the total size of the pot.

Why has my chat facility been removed?
We ask all players to refrain from using foul or offensive language and to treat other players with respect at all times. Players who fail to do so may have their chat privileges suspended temporarily or permanently.

How old do I have to be to play for real money?
In order to play for real money you must be at least 18 years of age.

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7. 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.

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8. 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.

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9. 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.

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 click the unsubscribe link from any of our promotional emails. This can be found on the bottom of the email, simply click on the link and confirm you wish to unsubscribe.

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10. 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©pokerencore.com
Phone: 24hr Customer Support: +44 808 120 3476

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