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SUPPORT
1. What happens if I get disconnected in the middle of a game?
Your hand will be protected by our ‘All-In Protection Feature’ UNLESS you have folded your hand.
Player accounts are unaffected by incomplete hands: only completed hands are posted to your account.<--Back to Top, Connection Problems FAQ
2. What happens when a hand is restarted?
Occasionally a hand will appear to start, as indicated by the shuffle of the cards and the prompt for the posting of the blinds.
Then there is a pause and the dealer text indicates that the "Hand Will Start Over". Do not be concerned about deductions to your account in this instance.
Player accounts are unaffected by incomplete hands: only completed hands are posted to your account. This means that any blinds posted and bets made in an incomplete hand are not taken from the player’s true account balance.<--Back to Top, Connection Problems FAQ
3. The game froze on my screen and I wasn't given the chance to act. The system said it put me "All-In", but I've still got lots of money. What do I do?
When the game does not receive a response from you or your computer within:
… it considers you to be timed out and the game completes the hand without you.
If you have not exceeded your "all-ins" for the day, you will be put "all-in" and your investment in the hand will be protected to the completion of the hand. For additional details about this feature, please read about the All-In Policy.<--Back to Top, Connection Problems FAQ
4. What is the ‘All In’ Policy?
These are the four circumstances in which the ‘All In’ policy will apply:
<--Back to Top, Connection Problems FAQ
5. My computer locked up, and I had to reboot. What happened to the hand I was in?
Please use this two-step procedure:
<--Back to Top, Connection Problems FAQ
6. The log viewer indicates that my hand was folded. I thought I was supposed to be put all-in when I was timed out?
The system will only fold a hand under the following circumstances:
When you are experiencing lag, the controls you send may be making their way to the Caribbean Sun Poker™ Room computer even though you may appear frozen on your screen. It is important to allow sufficient time for the hand to complete and be posted to players' accounts before choosing to leave the game and log back in. In this way, you can avoid the chance of folding a hand which otherwise may have been protected.
<--Back to Top, Connection Problems FAQ
7. The server crashed in the middle of a hand. What happened to my money? What happens when a hand is restarted? What happens to my money?
Transactions are posted to players' accounts only at the completion of every hand.
If a hand does not complete for any reason, then all players' accounts are restored as they were at the beginning of the hand. All bets are off and a new hand is dealt.<--Back to Top, Connection Problems FAQ
8. How many times can I use the All-In Protection feature in a 24-hour period?
You can use one ‘All In’ per 24-hour period.
The number of remaining player ‘All-In's’ is displayed in the top right corner of the Real Money Poker table window. Players may also find their current number of remaining ‘All-In's’ by clicking on the ‘Cashier’ button.
If you have used all of your All-In's, you may request to have them reset by clicking on the Options button and choosing "Request All-In Reset." All-In's are automatically reset on a daily basis.
The Caribbean Sun Poker™ Room's card room manager supervises All-In activity during Play for Real games. Any player who misuses this feature will either be denied any All-In reset request or suspended from the game.For any questions regarding ECash Direct, please visit their website by clicking here now, or copy and paste this address into your browser: http://www.ecashdirect.net.
1. What is a PIN Number?
Your permanent Personal Identification Number (PIN) is generated for you at our offices and mailed to your registered mailing address the following business day after you make your first deposit to your ECash Direct account.
Your PIN is necessary for you to withdraw money from your ECash Direct account or to deposit more than US$1,000 or currency equivalent by credit card when you first create your ECash Direct account.
Please keep this number confidential. You are solely responsible for the confidentiality of your PIN. If you lose your PIN, please contact us requesting a resend.
If you register more than one account, you will be issued a unique PIN for each account.<--Back to Top, PIN Number FAQ
2. How do I receive my PIN?
Your PIN is mailed to your registered mailing address the following business day after you make your first deposit to your ECash Direct account.
Please allow sufficient time for its delivery as it may take up to two weeks within North America or three weeks via International mail.<--Back to Top, PIN Number FAQ
3. I haven't received my PIN and it's been 2-3 weeks since I deposited to my ECash Direct account for the first time. What should I do?
First, please verify your registered mailing address. Here’s how to do this:
<--Back to Top, PIN Number FAQ
4. Can I withdraw money without my PIN?
No. You must wait until your PIN letter arrives in the mail before you can withdraw from your ECash Direct account.<--Back to Top, PIN Number FAQ
5. Can I get my PIN over the phone or via e-mail instead of having it mailed to my home?
No. To ensure your confidentiality and for the security of your account, your PIN number can only be sent to you by regular mail.<--Back to Top, PIN Number FAQ
6. I uninstalled an application which contains the ECash Direct software. I have now re-installed this program. Can I use the PIN of my previous account in this new one?
No. The PIN is randomly generated for each account. A new PIN will be mailed to your registered mailing address the following business day.<--Back to Top, PIN Number FAQ
7. If I create a second account, can I use the same PIN in my new account that I did in my older account?
No. The PIN is randomly generated for each account. The first time you deposit to your new account, a PIN will be mailed to your registered mailing address the following business day.<--Back to Top, PIN Number FAQ
8. If I change my personal information - i.e. registered mailing address, e-mail address, or registered credit card - will my PIN change?
Your PIN will change only if you change your mailing address. In this case, your new PIN will be mailed the following business day to your new registered mailing address.<--Back to Top, PIN Number FAQ
9. I have entered the PIN I was sent in the mail, and it gives me the error message "Invalid PIN". What am I doing wrong?
There are several possibilities. First, check to ensure that you are entering the PIN correctly. Second, make sure that you are entering the correct PIN for that account.
To verify your account number:
If the two numbers are different, you are using the wrong PIN for that account.<--Back to Top, PIN Number FAQ
1. What is done about collusion?
The Caribbean Sun Poker™ Room has various methods of monitoring play at tables.
Should card room administrators believe that players are playing in collusion, the players in question will have their accounts suspended immediately and permanently.<--Back to Top, Game Fairness FAQ
2. What happens if I lose money due to a bug?
If our investigation reveals that you have lost funds due to a bug in the software, those losses will be immediately refunded.<--Back to Top, Game Fairness FAQ
3. Can there be bugs in the software?
Nothing is flawless. This is why we have 24-hour phone and e-mail support.
If you have any concern about the rules, implementation, or consistency of any game at The Caribbean Sun Poker™ Room, please contact our support team.
If the problem cannot be immediately solved, the case will be investigated using the game logs of the server and if something is found to be wrong, our development team will assess the problem and fix it.<--Back to Top, Game Fairness FAQ
4. How do you prove your random number generator is unbiased?
The random number generator used by the poker room is tested by comparing a very long sequence of generated numbers to those of various statistical distributions. If any of these tests are found to be outside theoretical limits, the random number generator is not used.
The current version of the random number generator was tested using a sequence of 300,000,000 (three hundred million) numbers to verify its randomness, and is tested regularly.
<--Back to Top, Miscellaneous FAQ
2. What is the meaning of the shorthand that some players use in the chat?
As a shortcut, some players use acronyms or abbreviations to represent what they would like to say:
Some other chat room symbols that come up:
<--Back to Top, Miscellaneous FAQ
3. I'm uncomfortable with the nature of the chat happening at my table. Can anything be done to stop it?
The Caribbean Sun Poker™ Room does not allow offensive or abusive language in chat. Nor will we tolerate harassment of our players at the table.
If someone is behaving contrary to this policy, please let us know about it by sending an e-mail message to support@caribbeansunpoker.com. We will promptly take appropriate corrective action, which may include suspension of playing privileges for the offending party.<--Back to Top, Miscellaneous FAQ
4. What is a game number, and what is it for?
Every hand played is given a unique number.
This game number (commonly referred to as a hand number) can be used when requesting player hand histories or when there is a problem with a specific hand that you would like to review and report.
If there is ever a question or a problem with a particular hand, note the hand number somewhere and include it when contacting support@caribbeansunpoker.com.
If you missed the hand number and the next hand has already started, note this current hand number and mention that you are concerned about the previous hand.<--Back to Top, Miscellaneous FAQ
5. How do I get my hand histories?
You can get access to the hand histories from the log viewer in the game. If you are in the software, click the log viewer while in the lobby.<--Back to Top, Miscellaneous FAQ
6. How do I use the table list?
The table list organizes by games, limits, minimum and maximum players, etc.<--Back to Top, Miscellaneous FAQ
7. What is your policy regarding not acting on my hand?
In order to protect your chips in the event of a connection problem, you are allotted a specified number of 'All-Ins' per day.
The game server is able to determine connectivity to the client software running on your system.
If you are disconnected from the server, you will be put all-in. If you have not lost connection to the server and fail to act on your hand, the hand will be folded.<--Back to Top, Miscellaneous FAQ
8. What is the table stakes indicator, how accurate is it and how do I refresh it?
There is a pop up indicator that displays the players' stake for every player seated at the table. Also called a "chip stack indicator", this pop up is an indicator, not an absolute value for a player's account balance.
The timing of posting of hand outcomes, as well as the occurrence of incomplete hands, will cause a table stake indicator to provide a slightly inaccurate reading.
For the absolute value of your player's account at any given time, you must refresh your table stake indicator.
From the table:
This is the net effect of all buy-ins, cash-outs and net wins/losses in all completed hands in which you were financially involved.
Please use the chip stack indicator as a gauge of remaining chips, and remember to refresh the value from time to time during your playing session.
If you have any questions about how this indicator works, please do not hesitate to e-mail to support@CaribbeanSunPoker.com for additional details.<--Back to Top, Miscellaneous FAQ
9. How does Caribbean Sun Poker™ Room make money?
The Caribbean Sun Poker™ Room collects a percentage of the total pot at the end of every hand called a "rake". The rake is calculated by both the size of the pot and the number of players in the game. Please see our House Rake section for more information.
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