FAQ

Are there different conditions for hitting the Hold’em and Omaha jackpot? How is the All-In or Fold jackpot paid out? How do you hit the All-In or Fold (AoF) jackpot? How much sit-out time do I receive? How do I know the game is not fixed? Can I leave and enter a table with fewer chips? What is the method of rake distribution? How is the rake distributed when two players split the pot? What is the Remove Chips option in All-In or Fold? How do you play a game of All-In or Fold? How does the AoF jackpot build up? What happens when I get disconnected while playing a game of Fortune Spin? What is the required number of players to spin the Fortune Spin wheel? What are Fortune Cookies? What are Cookie Cards? What happens if I acquire the same Cookie Card? What happens when I collect one of each Cookie Card? Can I use one of the Cookie Card avatars as my own avatar? Are the Cookie Cards unlocked randomly? How many Cookie Cards are there to collect? Is it possible to collect the entire Cookie Card collection more than once? How do I view my Cookie Card collection? How do I unlock a Cookie Bonus? How many times can I earn a Cookie Bonus? What is All-In or Fold (AoF)? What is the All-In or Fold (AoF) jackpot? What is the buy-in amount for an All-In or Fold game? Is the Remove Chips feature only available at All-In or Fold tables? What game types are available for All-In or Fold? Are there other incentives to play All-In or Fold? What is the average length of an All-In or Fold game? What is Fortune Spin? Can I spectate a Fortune Spin game? How do I register for a Fortune Spin game? What prizes are available for a Fortune Spin game? What is a Featured Table? How do you play a game of Fortune Spin? What do the 4X or 8X multipliers mean? What do the multiples shown in the upper right corner of each Cookie Card represent? What does each Cookie Card represent? Where is the Spin History of my Fortune Spin games? What is a Shot Clock for a Fortune Spin game? In Hold’em, how is the rake charged per pot and is there a rake cap? What is Hold’em? What is a cash game? What does Avg Pot ($) mean? What does Flop (%) mean? What does H/hr mean? In Omaha, how is the rake charged per pot and is there a rake cap? What is Omaha? What is the difference between Hold’em and Omaha? What is a Featured Table? How many betting rounds are there in Omaha? How much sit-out time is available in Omaha?
If my network connection is bad, what will happen to my game play? Why are some of my tables not working while others are running properly? Why am I not able to connect to the software? What does the message ‘Failed to Enter’ mean? What does the ERROR_LOGIN_FAILED message mean? How do I resolve an issue which states that the app can’t run on my PC? How do I resolve an issue stating that GGNetwork.exe is not a valid Win32 application? Why do I get no response when I double-click on the desktop shortcut icon to start the program? How do I resolve an issue in which updating the app continues to fail? What happens when I get disconnected while involved in a hand? What is BRAND_INTERNAL_ERROR? What does INTERNAL_ERROR mean? What is Resource load Error? What is error code 2503? What should I do if I have reason to believe that I lost my chips after I was disconnected? Will I be refunded with the tournament buy-in if I was disconnected? If I was disconnected and my hand was folded, then will I receive a refund? Why am I disconnecting while playing from my mobile device so frequently? What does the message ‘Windows Installer Deleting of product updates’ mean? What do I do when I have reason to believe that I had received less chips after winning a hand? How do I resolve an issue in which the table reopens after I have closed it?​ Why can I not open more than two tables? What should I do if I have reason to believe I was ITM and did not receive my prize? What do I do when I have reason to believe that the chips on the table were not returned to my account upon leaving the table? What does the message mentioning that we cannot accept players from my region mean? How do I resolve an issue involving my anti-virus program stating it has found a Trojan? What does the ‘ReservedSeatNotOwnedByPlayer’ message mean? How can I solve the issue of tab names in the software lobby being improperly displayed? Why is All-In Insurance (A.I.I.) not showing in my hand history? How do I solve font glitches on my Android device? Can I edit or delete my Nickname? Are there any Nickname or Avatar restrictions? How does DET work? Will I be able to run your poker app from a Linux Android device? What are the minimum requirements for the software? How can I check issues involving network connection errors? ​I want to report my issue, how should I report?
When do the final table features activate? What is the Switch Seats feature at final tables of tournaments? What is the ‘Deal Making’ feature? What is a Shot Clock? What is a chip-chop deal or amount? What is a re-entry in relation to tournaments? How can I re-enter a tournament? What is the difference between a re-entry and a rebuy? Is there a fee involved with a re-entry? Is there a re-entry limit? How do I find the tournament that I had registered for? Where can I find the tournament break schedule? How do I find the results of a completed tournament? What are the different tournament formats? How will re-entries affect tournament staking? How do I know if I had re-entered a tournament? What is Hand-for-Hand play in tournaments? Do tournament tickets have an expiration date? In a tournament, why could I not make a rebuy or add-on after I lost my chip stack? Is there a dedicated page with the entire tournament list? What happens to my buy-in if a tournament is cancelled? Is it possible to register for the same tournament twice? Is it possible to be seated at the same position consecutively? When is it possible to make an add-on or rebuy? How is the prize pool distributed if the guarantee is exceeded? How can I find out if a tournament that I had registered for was cancelled? Are there any tournaments that do now allow re-entries? What are Tournament Dollars (T$)? How do I earn T$? Where can I use my T$? Where can I find my T$ balance? Can I transfer my T$ to other players? Is it possible to cash-out T$? How will I get paid if a player bought my stakes with T$? Can I combine T$ with tournament tickets to register for a tournament? Can I use my T$ to buy-in to cash games? What is cash worth of a Tournament Dollar ($T)? What is tournament staking? What are the rules of tournament staking? How do I sell my action? How do I buy a player’s action? Is there a limit to the number of players I can stake? Where can I find the results of my tournament staking? Is the information on my staking profile visible to others? Is there a fee charged to players using the staking feature? Is there a limit to the amount of action I can sell? How do I calculate the actual amount that I would like to stake a player? Am I able to spectate the table of a player whom I staked? How do I enter a tournament with my ticket? Where can I find the tickets that I have acquired? Can I exchange my ticket for a different one with the same value? Do my tickets have an expiration date? What are Cookie Freerolls? When do the Cookie Freerolls run? What are the requirements for Cookie Freerolls? What is the guaranteed prize pool for Cookie Freerolls?

Software Troubleshooting

If my network connection is bad, what will happen to my game play? When the response speed per server approaches or exceeds the value of 1,000 ms, the following issues may occur. * For an optimal poker experience, Network Status results should ideally be under or around 500 ms.  Network issues may be attributed to numerous factors from each server. As such, please use… Why are some of my tables not working while others are running properly? Why are some of my tables not working while others are running properly? This problem mostly happens when your connection to the game server is unstable. Please note that each table you are playing on has separate connections/routes to our game servers. For example, from the image below: If one of… Why am I not able to connect to the software? Why am I not able to connect to the software while other online sites seem to work fine? Please note that the Internet is a peer-to-peer network, which means that information flowing between your computer or mobile device and the game server must pass through several ‘peer’ machines. These machines… What does the message ‘Failed to Enter’ mean? What does the message ‘Failed to Enter’ mean? The message ‘Failed to enter’ can literally be translated as failure to enter the table you had clicked. The Internet is a peer-to-peer network, which means that information flowing between your computer or mobile device and the game server must pass through… What does the ERROR_LOGIN_FAILED message mean? What does the ERROR_LOGIN_FAILED message mean? The message ERROR_LOGIN_FAILED can be literally translated as failure to login to the client. The Internet is a peer-to-peer network, which means that information flowing between your computer or mobile device and the game server must pass through several ‘peer’ machines. These machines do… How do I resolve an issue which states that the app can’t run on my PC? How do I resolve an issue which states that the app can’t run on my PC? This issue can happen due to Windows compatibility issues. Please try the following method: Access the C:\Program Files (x86)\[YourBrandName] Right-click on the launcher.exe and click on Properties Go to Compatibility tab As seen below,… How do I resolve an issue stating that GGNetwork.exe is not a valid Win32 application? How do I resolve an issue stating that GGNetwork.exe is not a valid Win32 application? This problem happens when your Windows OS is not suitable for our software. Please refer to the minimum requirements below and try playing from a device that supports the newer Windows OS: Windows Minimum Requirements:… Why do I get no response when I double-click on the desktop shortcut icon to start the program? I have already installed the software, but when I double-click on the desktop shortcut, there is no response. How can I solve this issue? If you cannot connect to our game, please contact your Brand’s Support team who will assist you to the best of their ability in resolving the… How do I resolve an issue in which updating the app continues to fail? I tried updating the app but it keeps failing. What should I do? This issue occurs when users attempt to update the app when their network connection is unstable, thus leading to a failed attempt to parse the package. First, check your Internet connection to make sure it is stable;… What happens when I get disconnected while involved in a hand? What happens when I disconnect while involved in a hand? If you are disconnected, and therefore unable to act on your hand while having chips invested in the pot in a ring game, you may be given extra time to reconnect. While each user is responsible for his or her…