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HELP
FAQs
1. If I lose connection with 3D Poker Room,
what happens to my hand and my money?
2. Is there any protection against collusion?
3. How do I enter a tournament?
4. How does a tournament work?
5. Do the graphics slow down the game?
6. Why can't I use a different credit card on my account?
7. How do I change my avatar?
8. Where are my credits / refund
for tourney?
9. Why can't my roommate and I play at the same table?
10. Why can't I play at more then one table?
11. How is money tracked during a game?
12. What if I want to see past hands?
13. Can I make a new room?
The questions below are the questions
most frequently asked of the Hosts at 3D Poker Room.
If you need a more thorough answer to any question
or topic please follow the link to the relevant section
of the 3D Poker Room website, or address your question
to support@truepoker.com.
1. If I lose connection
with 3D Poker Room, what happens to my hand and my
money?
Online poker games like 3D Poker Room
rely on a continuous Internet connection. But, a continuous
connection isn't always possible. Breaks in service
can occur, either because the connection is lost at
your end or at the 3D Poker Room server.
If the connection is lost at
your end:
When the connection is lost at your end, you'll see
the game darken on your screen. When this happens,
you'll have about 30 seconds to reconnect. If you
reconnect within that time, you'll return to the table
and-if there's still time-you'll be prompted to continue
your hand.
What about my hand if I
can't reconnect in time?
If you don't return to the game within 30 seconds,
the game will continue without you and the server
will make decisions based on your last known state.
The server will treat you as having gone all-in-unless
you've already gone all-in as many times as you're
allowed. In that case, your hand will be folded. In
a blinds game, you'll only pay missed blinds if the
button has passed your position in your absence.
What about my money?
In order to protect players from inevitable disconnects
and server errors, a player's account balance is NOT
affected by the bets until the hand is completed-i.e.
until a winner is declared, and the system updates
all players' accounts with the appropriate transactions.
Your total bet will be deducted when you lose, and
a NET win will be credited when you win. The chip
stack (or table stake indicator) is a gauge of the
remaining funds and will be reduced by the amount
of your bet as you play in a hand. But, the bottom
line is, your account balance is unaffected until
the hand completes, and the transactions have been
posted to your account.
If the connection is lost at
the server:
At 3D Poker Room, we've gone to great lengths to prevent
this from happening, but 100% reliability is not possible.
The communication link between our server and the
Internet could conceivably be lost. Or-for one reason
or another-the 3D Poker Room server itself could fail
to link to anyone.
If this were to occur, your 3D Poker Room software
would warn you that the connection has become questionable.
After about 20 seconds, the game would darken and
you would see a "Trying to Reconnect" message.
What about my hand?
When this occurs in the middle of a hand, the systems
treats the loss of connection as a misdeal. It acts
as if the cards had never been dealt and all bets
are off.
What about my money?
If the server machine or software caused the server
to go down, all player account information would remain
unchanged from the end of the last completed game
transaction. In other words, if you were in the middle
of a hand when the server was lost, your account would
not be changed by any betting during that hand (which
could be good news or bad).
Rest assured that transactions are not posted to players'
accounts until the completion of the hand and, thus,
no player's accounts would be adversely affected by
the server failure. In other words, no losses are
deducted, and no win is credited for an incomplete
hand. Therefore, when the games are restarted, your
account balance will be the same as it was at the
start of the hand.
3D Poker Room Hosts and help:
3D Poker Room has hosts online 24/7 to help make your
time on the site as enjoyable as possible and deal
with problems such as a loss of connection. In addition,
we have technical support staff who can be reached
at 1.268.562.3224 or support@truepoker.com
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2. Is there any protection
against collusion?
At 3D Poker Room, we're committed to
providing you with a high level of security and integrity.
In other words, there is NO CHEATING ALLOWED. This
includes fraud-which typically involves fraudulent
payment. And, collusion-which occurs when two or more
players play in such a way as to put the rest of the
table at a disadvantage. That's why we've instituted
new, unique systems to prevent both these forms of
cheating.
Anti-collusion
3D Poker Room has partnered with two of the world's
leading authorities on the game-David Sklansky and
Mason Malmuth-to provide the intelligence behind our
sophisticated real-time collusion prevention and detection
systems.
Our prevention system monitors several factors that
identify players who have an opportunity to share
card information. When that opportunity exists, those
players are prevented from joining the same table.
Three different detection systems operate independently
and track several inescapable game and client events.
These three systems determine a "review factor" for
each player's game play. When a "review factor" rises
above a certain point, our security experts analyze
hand histories and other player actions and data.
Suspect players, if any, are approached by our team
and asked to explain the suspicious events. All players
are given the benefit of the doubt, but without valid
explanations for suspicious behavior, we reserve the
right to remove players from the site.
For more information about our collusion detection systems
Fraud detection
Fraud typically involves making a deposit via fraudulent
payment methods. These events pose no threat to innocent
players since these defrauding players simply use
the site as a means to spend or exchange money that
does not belong to them. We have several fraud detection
systems which we are continually adding to. Once detected,
players are banned permanently from our games.
Action against fraud and collusion perpetrators
We have no tolerance for unfair or fraudulent behavior.
Our goal is to offer a safe and fair environment to
play poker. Anyone interfering with this goal will
be dealt with by the most severe means available.
Funds on deposit of any identified fraudulent player
or colluder can and will be frozen until a resolution
is reached. All information about a known colluder
will be shared with other online poker sites, as well
as with other gaming sites and proper government authorities,
as required.
3D Poker Room will cash chips held by innocent players
who happen to win them from a cheater. However, we
reserve the right to freeze chips held by players
who collude with the fraudulent players, for example,
when a credit fraud perpetrator dumps chips to a partner
or partners.
Finally, if you think someone cheated in a hand, report
the Hand Number to the Host on duty. Remember, online
cheaters cannot "hide the evidence" by mucking their
cards. In addition to the above built-in systems,
we can and will review hands that players report as
suspicious.
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3. How do I enter a tournament?
Each tournament has a "registration
period" during which you can enter. Registration periods
are between 2 and 30 minutes long, and typically immediately
precede the tournament start time. To sign up in a
tournament, click the "Trny List" tab in the Rooms
window. (The Rooms window lists all poker rooms at
3D Poker Room and can be accessed via the Rooms button
in the upper left of the display).
Each upcoming poker tournament in the list shows a
time when registration starts: i.e. "reg starts in
X mins". Once registration begins, you'll see that
the time now shows "reg ends in X mins" which lets
you know when registration ends and the tournament
starts. Click once on the tournament. A pop-up menu
will appear, allowing you to register.
Once you've registered, you're free to play in other
games, or even leave the site while registration is
underway-your place is reserved. You will be automatically
placed into your seat when the poker tournament starts-even
if you're not online. (More on this below.)
For more information about tournaments
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4. How does a tournament
work?
Online poker tournaments are friendly
competitions involving 10 to 1000+ players at one
or more tables. All players start playing at the same
time with the same amount of chips (called "tournament
chips"). As the tournament proceeds, the stakes rise,
making it more and more difficult to stay in the game.
Players who lose all their chips-or "bust out"-are
removed from the tables until only one person remains.
Players are then awarded prize money based on their
finishing position within the group.
For more information about tournaments
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5. Do the graphics slow
down the game?
Some players believe that the animations
and sounds in 3D Poker Room slow down game play. But
this isn't true. In fact, we've taken great care to
ensure that critical game events are never slowed
by visuals.
For example, when you click the Bet button during
a game, the 3D Poker Room program on your computer
immediately sends the message to the main server,
which in turn sends it to all players in your hand.
Only AFTER the message has been sent does your program
start playing the animations to remove the button,
make your bet move, slide the chips, play any audio,
re-arrange the chips by your side, and so on.
When the player ahead of you acts, not only does his/her
message leave the computer instantly, your computer
is tuned and ready to receive it as quickly as possible.
Even if 15 different animations are playing when the
message arrives, you will see your Action buttons
instantly.
This is all possible because 3D Poker Room is an asynchronous
application (i.e. it deals with events as they arise,
not in sequence).
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6. Why can't I use a
different credit card on my account?
Allowing one credit card per account
reduces the likelihood of fraud and allows for easier
tracking. Fraud typically involves making a deposit
via non-legitimate payment methods, and allowing multiple
credit cards on a single account makes it easier for
an individual to run up credit in this way.
While this doesn't necessarily pose a threat to honest
players, we have several fraud detection systems in
place and are continually improving them. Once detected,
a fraudulent player is permanently banned from 3D
Poker Room.
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7. How do I change my
avatar?
Your avatar is the virtual "you" in
3D Poker Room card rooms. To change your avatar, click
on the Menu button in the main display while not in
a game, and choose Account.
In the Account window, click the Edit Mode button
in the lower left corner. Then enter your password.
(If you've forgotten your password but know your login
ID, press the Forgot Password button in the initial
login screen. Or, contact support@truepoker.com.)
Once in edit mode, you can change your password, city,
e-mail address, and cash-out mailing information.
You can also scroll through the selection of avatars
and choose a new one.
You can't, however, change your Nickname or user ID.
Other players at 3D Poker Room know you by your Nickname
and user ID, and you could gain an unfair advantage
by hiding your identity when you change them.
For more information about Your Info
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8. Where are my credits
/ refund for tourney?
The chip stack-or table stake indicator-is
a gauge of your remaining funds during the tournament
and NOT your account cash balance. All credits earned
from the tournament go directly to your 3D Poker Room
account.
What if you get disconnected?
If you registered but don't show up for a live tournament,
or if you leave mid-game, your seat is still dealt
cards and your blinds are paid from your stack. The
same occurs when you lose the connection to 3D Poker
Room at your end-your character will become translucent
(and green) to others in the game, and you will fold
each hand, even those where your character bets the
blinds. This is called being "Blinded-off". When you
register for a tournament, you must accept this risk
in order to play.
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9. Why can't my roommate
and I play at the same table?
3D Poker Room strives to provide the
most true-to-life and sociable place to play poker
on the Internet, but not at the expense of cheating
or collusion. It is our policy not to allow more than
one player per computer, or per connection, in an
effort to reduce fraud and collusion and to promote
the same high standards required for play in the best
live poker games in the world.
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10. Why can't I play
at more then one table?
Currently, we don't allow you to play
at more than one table at any one time. 3D Poker Room
is the most true-to-life poker room on the Internet
and the ability to play at more than one table would
be inconsistent with the rules of real "brick and
mortar" poker rooms. As well, playing at more than
one table at a time would inevitably slow down the
game since response times would be affected. It would
also take away from the overall experience. This policy
may be revisited at a later date, and your
thoughts and comments are always welcomed.
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11. How is money tracked
during a game?
To ensure that your account information
is always 100% accurate-even with communication failures
and other difficulties of operating a game that spans
the globe-we follow this cardinal rule: a game hasn't
taken place until it ends successfully, i.e. we don't
record the results of a hand until it ends cleanly.
The only exception occurs when you fold. When this
happens, we update your account with the change in
chip amounts. If the game then fails to end properly,
the system automatically re-instates the account amount
to reverse the fold. If this were to fail as well,
the audit system would instantly identify the problem.
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12. What if I want to
see past hands?
Every event in a hand is recorded in
the 3D Poker Room databases. If you have questions
about past hands, use the Hand History option found
under the Menu button in the upper left area of the
main display.
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13. Can I make a new
room?
Yes. To create a new room of your own,
click ONCE on any room listed in the Poker Rooms window.
Choose Add New Room from the pop-up menu.
To create a Public room, click the Public option,
then choose a name, stake, and game type. Anyone on
the 3D Poker Room site can join a public room you
create.
Rooms you create will expire an hour or so after the
last person leaves.
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