The cards in my hand aren't flipping over!
This is due to a slow connection. Try again later - and you won't lose your bet.
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How do I see what games and tables are available for me to play at?
When the game lobby opens, you will see the table list for Texas Hold'em. Currently we also offer Omaha, Omaha Hi-Lo, 7card Stud, 5card Stud and 1-on-1 tables. To see these table lists, simply click on the top of the menu and a drop down menu will appear. Select the desired game type and that table list will be displayed in the menu box.
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How can I locate a player that might be playing in the Poker room at one of the tables?
In the bottom right hand corner of the Lobby window, a search feature exists. Enter the username of the player you are trying to locate, and you will be taken to the table in which that player is playing. If the player is currently not in the room, you will be informed of their absence.
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How does the wait list work?
If the table you want to play at is full, you can join the wait list from the lobby or from the table itself. You will be added to the list and automatically notified when a seat is available.
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How does the wait list work when a table is empty?
If no players are available to play a selected game, select the minimum number of players you wish to play against. When a game with enough players is established, you will automatically be notified.
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How do I open a table from the Lobby?
Highlight the table that you wish to open, either by single clicking on the table within the list or by using the up and down arrow keys on your keyboard. Once the table you wish to open is highlighted, double click the highlighted area or click the
'Start' button below the table menu. The table window will open.
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Can I sit down at an empty table?
Sure. It seems to be that once somebody sits at an empty table, others soon follow. You probably won't have much of a wait to start playing.
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Can I view hand histories?
A unique number is given to each hand played and is used to review the events when a player is questioning a specific hand. Hand histories can be viewed by right clicking on the table and selecting the
"Previous Game Hand History" option. From the page that opens, enter in the game number and click 'Look up'. You can only view a history for hands that you participated in.
If you missed the hand number of the game in question, make note of the hand currently being played and you can work back from there within the Hand History page. If you feel that there is a legitimate error in the hand being questioned, forward all information to
support@spinpalacepoker.com for review.
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Can I change my account information?
Once you have created your account, changes to the information you provided can only be CHANGED by an administrator. Send an e-mail to
support@spinpalacepoker.com. Include your username along with the information that needs to be changed. NOTE: If you can't communicate with us via e-mail, you can always call toll free.
Toll Free Numbers:
| • |
USA:
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1-866-720-0095
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| • |
Canada:
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1-877-710-8016
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| • |
UK: |
0800-587-1474 |
| • |
Rest of the world:
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+44-800-587-1474
(charges may apply) |
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I would like to change my username.
Generally we do not allow for usernames to be changed. If you have miss-spelled your username or have another reason for wanting it switched, send a request to
support@spinpalacepoker.com. Your request will be reviewed.
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What does Avg Pot and Plrs/Flop mean in the table?
Avg Pot represents the rolling 30-hand average pot. Plrs/Flop is shown as a percentage representing the average number of players that are in the hand for the Flop.
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How do I chat with the other players?
To chat with the other players, simply type what you would like to say in the box in the bottom left corner of the table window. You will see the text being entered and have the ability to edit before you commit the text to be read by others at the table. When you would like to submit the text to be viewed, simply hit the
'enter' key and your text will appear in the chat box. You may chat with players at a table that you are not sitting at.
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What is the meaning of the shorthand that some players use in the chat?
As a shortcut, some players use acronyms to represent what they would like to say.
NH - Nice Hand
VN / VNH - Very Nice Hand
TX / TKS / TY - Thanks / Thank you
WTG - Way to go
G1 - Good one
Some other chat room symbols that come up:
BRB - Be right Back
LOL - Laughing Out Loud
ROFL - Rolling on the Floor Laughing
CUL - See You Later
CYA - See you…
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All the chat at the table is bothersome. Can I do anything to stop it?
There are different levels to what is announced. Select the appropriate level of the text you wish to view.
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How can I be sure the game is fair?
Yes, the game is fair. As with any game there will be times when you win and times when you lose. Sometimes these will extend into streaks. All information that is offered on these pages is put here to inform players of how the room operates and what measures are taken to ensure the integrity of the games that are played at Spin Palace Poker. Should you, at any time have a question or concern on a topic that is covered here or on any topic with regards to the operation of the poker card room, you can contact the administrative staff at
support@spinpalacepoker.com.
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What kind of shuffling routine do you use?
Great measures have been taken to ensure that cards dealt are completely random. The shuffling algorithms along with the random number generator have been designed to create an unpredictable shuffle.
In addition, your down cards are only ever known by you as the game is being played. The game server
'deals' them to your computer alone, making it impossible for any other player to know your cards as a hand is played.
Card shuffling is reviewed by
Independent Auditors.
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I have followed the instructions for creating an account but have not yet received my E-mail verification code, what should I do?
Occasionally, our mailbox gets clogged and prevents the outgoing mail from departing on a timely basis. Please send us an e-mail to
support@spinpalacepoker.com indicating you have registered but have not received your verification code and we will forward information on how to fix the problem immediately.
NOTE: If you can't communicate with us via e-mail, you can always call toll free.
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What happens if I get disconnected in the middle of a game?
It is important to understand how the software deals with disconnects in the middle of a hand that you are involved in. Your hand is protected as per an
"All In" situation unless you do something to fold your hand. Please note that to prevent this feature from being abused, there is a limit of
"All Ins" over a 24 hour period and is set by the administrators. The
"All In" counter is reset each day at 12:00am EST. Folding of a hand will occur as a result of one of the following:
1. You leave the card room in the middle of a hand.
2. You exit the game using the close box (i.e. clicking the X in top right hand corner of the screen).
3. You click the fold button, accidentally OR intentionally.
4. You are disconnected from the game and re-enter the table before that hand has completed.
5. You fail to act on your hand within 20 seconds, e.g. you
"Time Out".
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What happens when a hand is restarted?
Occasionally a cash game hand will appear to start, as indicated by the shuffle of the cards and the prompt for the posting of the blinds, followed by a pause and the Dealer text indicating that the
"Hand Will Start Over". Player accounts will be unaffected by incomplete hands as only completed hands are posted to their accounts. This means that any blinds posted and bets made in an incomplete hand are not taken from the players true account balance.
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What happens if a tournament I am playing in has been cancelled?
Sit and Go Tournaments
If a Sit and Go Tournament that is in progress is cancelled, and it is not possible to pause it, postpone it by a few minutes, or re-schedule it for a later date, the following rules apply:
• If all Players are still in the tournament when the tournament is cancelled, all buy-in amounts and entrance fees are refunded to the Players' accounts.
• If Players are eliminated from the tournament, but none of the remaining Players have reached the prize structure, the following applies:
- The remaining Players receive a portion of the prize pool from all eliminated Players only. The amount each Player receives is calculated proportionately, according to the chips the Player has at the time the tournament is cancelled.
- If the split prize pool is less than the cost of the buy-in amount, all buy-in amounts and entrance fees are refunded to the Players' accounts.
• If Players are eliminated from the tournament, and Players have reached the prize structure, the following applies:
- The remaining Players receive standard payouts according to chip standings.
Note:
Players, who are eliminated before the tournament is cancelled, do not receive refunds, or any part of the prize pool.
Multi-Table Tournaments
If a Multi-Table Tournament (MTT) that is in progress is cancelled, and it is not possible to pause it, postpone it by a few minutes, or re-schedule it for a later date, the following rules apply:
• If all Players are still in the tournament when the tournament is cancelled, all buy-in amounts and entrance fees are refunded to the Players' accounts.
• If Players are eliminated from the tournament, but none of the remaining Players have reached the prize structure, the following applies:
- The remaining Players receive a portion of the prize pool from all eliminated Players only. The amount each Player receives is calculated proportionately, according to the chips a Player has at the time the tournament is cancelled.
- If the split prize pool is less than the cost of the buy-in amount, including re-buy and add-on amounts, all buy-in, re-buy, add-on and entrance fees are refunded to the Players' accounts.
• If Players are eliminated from the tournament, and Players have reached the prize structure, the following applies:
- The remaining Players receive standard payouts according to chip standings.
Note:
Players, who are eliminated before the tournament is cancelled, do not receive refunds, or any part of the prize pool.
Bounty Tournaments
If a Bounty Tournament that is in progress is cancelled, and it is not possible to pause it, postpone it by a few minutes, or re-schedule it for a later date, the following rules apply:
• If none of the remaining Players have reached the prize structure, the pot is split amongst the remaining Players. In addition, each Player is awarded the bounties they have won prior to the issue that caused the tournament’s cancellation.
• If Players have reached the prize structure, prizes are distributed based on chip stack. In addition, each Player is awarded the bounties they have won prior to the issue that caused the tournament’s cancellation.
Note:
Players, who are eliminated before the tournament is cancelled, do not receive refunds, or any part of the prize pool.
What is the rake?
Money is removed from each pot to pay the house. Our variable rake structure is 5% of the pot size, max. $3.00.
See our Rake here.
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How can I see what the game actually looks like before I commit to buy-in?
Just download and install our software and register as a Guest Player. No credit information is needed at this point. You will then be able to log in and watch the action or play at a 'play money' table. If you have questions, go ahead and utilize the chat line, however, for more detailed inquiries we request you E-mail us at
support@spinpalacepoker.com
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What is done about collusion?
Spin Palace Poker has various methods of monitoring play at tables. Any player who is suspected of collusion will be monitored more closely and should the card room administrators believe that players are playing in collusion, the players in question will have their accounts suspended immediately and permanently.
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