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EMAIL
CHATLIVE
General Questions
I just turned 16 and I’m a poker fan. Can I play in your poker room?No, the minimum age required to play is 18.
My PC is old; will I still be able to play?
Our software has very few hardware requirements. The minimum configuration to play Chilipoker is a Pentium II 500MHZ processor with 256 Mo of RAM, a 16-color graphics card, 800*600 screen resolution and a 56k modem. In order to make the most of our software, the recommended configuration is a Pentium III 1GHZ processor with 256 Mo of RAM, a 32-mo graphics card and a high speed Internet connection.
Can’t connect to your software.
This could be for a few different reasons:
Make sure that your firewall accepts all the connections coming from Chilipoker.
Make sure you’re connected as an administrator.
Change your cookies setting to “accept all cookies.”
In case of persisting trouble, please contact our technical services.
My account is closed, why?
When a player has made several failed attempts to login onto our software, the account will get automatically locked. Remember that username and password are case sensitive. Please contact our Support department as they will help you immediately. Sometimes an account gets locked due to suspicion of fraud, or after being inactive for a period of time over a year, with a balance of less than $10.
I can’t find the file chilipoker.exe which I have just downloaded.
On Windows, click on start -> search, after which you click on For Files or Folders. Write chilipoker.exe in the search field and after a few seconds your computer should locate the file. Double click on the file and follow the instructions carefully.
Security
Is it legal to play poker with Chilipoker?Yes, because Chilipoker is a registered company in its country of origin (the UK). However, it is always better to consult with your local authority regarding the laws of your country of residence.
What kind of security can you guarantee throughout your games?
One of our main priorities is that our players should be able to play under the best possible playing conditions. Therefore we can guarantee your security due to two distinct methods: We use the Random Card Generator, certified by an independent organization, in order to avoid all dealer bias (you can find more information on our security page) . Our poker specialists conduct regular check ups and survey games in order to detect any instances of collusion or attempts at cheating. Anything suspicious will come immediately under close scrutiny whilst conducting a thorough investigation. In case you suspect any fraud or suspicious behaviour, please contact us immediately at security@chilipoker.co.uk
I was disconnected in the middle of a cash game. Will my money be lost?
In cash game:
In order to protect you, we authorize a certain amount of disconnections during the day. You can keep track of this number at the bottom of the right corner on your screen. If the number is 1 or higher and your internet connection fails, you will be considered “All-In”. Of course this does not mean that all your money is put into the pot, but that you will remain in the game until the showdown with the amount you had put into the pot up till that moment. It is important to note that when you have used up all your disconnection allowances a new disconnection will result in your hand folding. You can put in a request for a renewal of your protection if you reach 0. Your request will be reviewed by our poker specialists and approved by a manager. The protection applies only when you have been disconnected from the server and not if you did not react in time. Voluntary abuse of this protection may result in immediate suspension of your account.
In a Tournament
In case you are disconnected, you will continue to pay your blinds and the eventual antes. If you do not reconnect in time, you will be eliminated from the tournament. This could happen during a tournament and it is good to know this when you play. In case you are disconnected you will get an extra 30 seconds in order to get reconnected.
I lost my password!
Just send us an email, or contact us and we will generate a new password for you, which you should receive shortly after. For security reasons, please change this as soon as possible in your personal details.
How can I help chilipoker maintain the integrity of my account?
The protection of your password is extremely important. Do not reveal your password to anyone. No member of staff of Chilipoker will ever ask you for such details, and the only time you will be asked for it is to login onto our site. We recommend you change your password regularly.
I don’t receive any emails from Chilipoker.
Most likely this is because your email classifies messages from Chilipoker as spam and they will end up in the junk folder. Please authorize these emails (for example on Hotmail, look for the green list).
No, each player is only allowed one account.
I want to change my nickname!
It is not possible to change your pseudo (= nickname), because this is the only way for your friends and opponents to identify you. However, you can change your avatar whenever you like.
Can I play at several tables at once?
Yes, of course you can. You can open and play up to 8 tables simultaneously.
What is rake? What rake does Chilipoker take?
Rake is the sum of money collected by the poker room for hosting the games played. At cash games the rake is taken according to the following tables. The money gets deducted at the end of a hand and is indicated at the table. At tournaments the rake is mentioned upon registration. Example: $20 + $2. The $20 corresponds with the total amount which will be distributed between the winning players, and the $2 is the amount taken by the poker room for hosting the game.
I have collected FPPs, but what are they used for?
FPPs are Frequent Player Points. They are a loyalty reward given to players for playing with us, and by gathering these points you will gain access to all sorts of advantages. At cash games, the FPPs are earned as follows:
At tournaments 15 FPPs are earned for each $1 in fees at VIP level 1. Example: at a tournament of $5+0.50 you earn 7.5 FPPs. These points can be used to:
- Participate in freerolls for big tournaments
- Choose presents from our gift (Hot) shop (available soon)
- VIP club membership - Cash in the welcome bonus and further reload bonuses
I left for an hour but when I got back I was no longer seated at my tables!
This is normal. If you miss more than three deals, you are automatically considered inactive at the table and replaced immediately so that other players placed on the waiting list can be seated as quickly as possible.
I received a warning for my use and behaviour of the chat. What did I do wrong?
The chat option is a dialogue box and you are encouraged to express yourself here.
However there are rules regarding conduct of behaviour to be respected: Insults: It is strictly forbidden under any circumstances to insult a player with vulgarities, racist or anti-religious remarks. Certain words trigger automatic censorship.
Begging: we do not allow players to ask other players for money; real or play money.
Flooding (and advertising): A player can be banned from chatting when caught advertising something or repeating messages.
Use of English: Although it is true that Chilipoker is predominantly aimed at the French speaking market, players from all nationalities are present at the tables. Therefore the spoken language at the table is English. The use of any other language can result in suspension of the chat option.
In case of abuse: If you are the victim of abuse of one of the rules via chat, please contact us as quickly as possible, so that we can take the necessary action.
Do not respond to insults ! This would only result in the suspension of the chat option for both parties. Simply warn us immediately.
In case you are disconnected, you will continue to pay your blinds and the eventual antes. If you do not reconnect in time, you will be eliminated from the tournament. This could happen during a tournament and it is good to know this when you play. In case you are disconnected you will get an extra 30 seconds in order to get reconnected.
I lost my password!
Just send us an email, or contact us and we will generate a new password for you, which you should receive shortly after. For security reasons, please change this as soon as possible in your personal details.
How can I help chilipoker maintain the integrity of my account?
The protection of your password is extremely important. Do not reveal your password to anyone. No member of staff of Chilipoker will ever ask you for such details, and the only time you will be asked for it is to login onto our site. We recommend you change your password regularly.
I don’t receive any emails from Chilipoker.
Most likely this is because your email classifies messages from Chilipoker as spam and they will end up in the junk folder. Please authorize these emails (for example on Hotmail, look for the green list).
Finance
I don’t want to deposit money!
You can discover Chilipoker totally for free at the Play Money tables. Upon registration you will receive free chips so that you can play at these tables and by default your account is in play money. This means that you are not allowed to play for real money at these tables. Click on “My Account” and you will have access to your free chips.
What currency can I use to deposit money?
In principle we accept Euro, Sterling, and Dollars. We do not make any profit on the currency change and it is calculated according to the daily rate fluctuations.
What is the minimum deposit?
It is €20 or the equivalent in your currency.
You can discover Chilipoker totally for free at the Play Money tables. Upon registration you will receive free chips so that you can play at these tables and by default your account is in play money. This means that you are not allowed to play for real money at these tables. Click on “My Account” and you will have access to your free chips.
What currency can I use to deposit money?
In principle we accept Euro, Sterling, and Dollars. We do not make any profit on the currency change and it is calculated according to the daily rate fluctuations.
What is the minimum deposit?
It is €20 or the equivalent in your currency.
I have not received my withdrawal.
In order to prevent the risk of fraud, all withdrawal requests are handled manually. We may request extra information for verification purposes such as a copy of your identity card, utility bill, etc., before we accept to pay out a withdrawal.
What are maximum and minimum deposits/withdrawals?
The minimum for a deposit is €20 (or equivalent in your currency) and the maximum is fixed at €200 (or the equivalent in your currency) for a credit card payment and $5000 if you use Moneybookers or Neteller. You can increase these limits by providing us with documentary evidence necessary to guarantee that important transactions are carried out in absolute safety: verification of telephone, ID, utility bill…. There is not really a minimum for a withdrawal, however you may be asked to pay for the transfer charges in case the amount is lower than €20 (or equivalent in your currency) and there is no maximum. Keep in mind we will always request ID verification for your first withdrawal in order to confirm that you are truly the owner of the account. Once you have provided us with these documents you will not need to send them again.
If you have made your withdrawal request via Neteller or Moneybookers, you may receive your funds within 24 hours after we have made all the necessary verifications. In the case where you have requested a bank transfer, you should expect a minimum of 3 to 5 working days for the money to show on your bank statement.
I would like to introduce Chilipoker to a friend, but he does not want to deposit money.
Besides the option of playing for free on the free money tables, you can make a transfer to your friends under the following conditions. You must have a minium security level of 2 and your friend must have security level 1. You can not transfer more than half of your available balance, and only once per week to the same person is permited.
In order to prevent the risk of fraud, all withdrawal requests are handled manually. We may request extra information for verification purposes such as a copy of your identity card, utility bill, etc., before we accept to pay out a withdrawal.
What are maximum and minimum deposits/withdrawals?
The minimum for a deposit is €20 (or equivalent in your currency) and the maximum is fixed at €200 (or the equivalent in your currency) for a credit card payment and $5000 if you use Moneybookers or Neteller. You can increase these limits by providing us with documentary evidence necessary to guarantee that important transactions are carried out in absolute safety: verification of telephone, ID, utility bill…. There is not really a minimum for a withdrawal, however you may be asked to pay for the transfer charges in case the amount is lower than €20 (or equivalent in your currency) and there is no maximum. Keep in mind we will always request ID verification for your first withdrawal in order to confirm that you are truly the owner of the account. Once you have provided us with these documents you will not need to send them again.
If you have made your withdrawal request via Neteller or Moneybookers, you may receive your funds within 24 hours after we have made all the necessary verifications. In the case where you have requested a bank transfer, you should expect a minimum of 3 to 5 working days for the money to show on your bank statement.
I would like to introduce Chilipoker to a friend, but he does not want to deposit money.
Besides the option of playing for free on the free money tables, you can make a transfer to your friends under the following conditions. You must have a minium security level of 2 and your friend must have security level 1. You can not transfer more than half of your available balance, and only once per week to the same person is permited.
The Software
I would like to play using multiple nicknames. Can I have several accounts?No, each player is only allowed one account.
I want to change my nickname!
It is not possible to change your pseudo (= nickname), because this is the only way for your friends and opponents to identify you. However, you can change your avatar whenever you like.
Can I play at several tables at once?
Yes, of course you can. You can open and play up to 8 tables simultaneously.
What is rake? What rake does Chilipoker take?
Rake is the sum of money collected by the poker room for hosting the games played. At cash games the rake is taken according to the following tables. The money gets deducted at the end of a hand and is indicated at the table. At tournaments the rake is mentioned upon registration. Example: $20 + $2. The $20 corresponds with the total amount which will be distributed between the winning players, and the $2 is the amount taken by the poker room for hosting the game.
I have collected FPPs, but what are they used for?
FPPs are Frequent Player Points. They are a loyalty reward given to players for playing with us, and by gathering these points you will gain access to all sorts of advantages. At cash games, the FPPs are earned as follows:
Table
| Rake | FPP |
| $0.01 - $0.02 | 0.05 |
| $0.03 - $0.09 | 0.1 |
| $0.10 - $0.24 | 0.4 |
| $0.25 - $0.5 | 1 |
| $0.51 - $1 | 2 |
| $1.01 - $1.5 | 3 |
| $1.51 - $2 | 4 |
| $2.01 - $3 | 6 |
| $3.01 - $5 | 8 |
At tournaments 15 FPPs are earned for each $1 in fees at VIP level 1. Example: at a tournament of $5+0.50 you earn 7.5 FPPs. These points can be used to:
- Participate in freerolls for big tournaments
- Choose presents from our gift (Hot) shop (available soon)
- VIP club membership - Cash in the welcome bonus and further reload bonuses
I left for an hour but when I got back I was no longer seated at my tables!
This is normal. If you miss more than three deals, you are automatically considered inactive at the table and replaced immediately so that other players placed on the waiting list can be seated as quickly as possible.
I received a warning for my use and behaviour of the chat. What did I do wrong?
The chat option is a dialogue box and you are encouraged to express yourself here.
However there are rules regarding conduct of behaviour to be respected: Insults: It is strictly forbidden under any circumstances to insult a player with vulgarities, racist or anti-religious remarks. Certain words trigger automatic censorship.
Begging: we do not allow players to ask other players for money; real or play money.
Flooding (and advertising): A player can be banned from chatting when caught advertising something or repeating messages.
Use of English: Although it is true that Chilipoker is predominantly aimed at the French speaking market, players from all nationalities are present at the tables. Therefore the spoken language at the table is English. The use of any other language can result in suspension of the chat option.
In case of abuse: If you are the victim of abuse of one of the rules via chat, please contact us as quickly as possible, so that we can take the necessary action.
Do not respond to insults ! This would only result in the suspension of the chat option for both parties. Simply warn us immediately.
