FAQ

FAQ

Frequently Asked Questions (FAQ's):

To help you focus in on your area of concern, we have organized our FAQ page. If you can't find what you need here, please contact us and we will be glad to answer any of your questions.

Getting Started:

• How do I download the card room software?
• What are the minimum system requirements to play?
• I have the software installed, how do I sign up so I can play?
• How do I get chips to play?

General Questions:

• How do I see what games and tables are available for me to play at?
• How does the wait list work?
• How does the wait list work when a table is empty?
• How do I open a table from the Lobby?
• Can I sit down at an empty table?
• Can I view hand histories?
• Can I change my account information?
• I would like to change my username.
• What does Average Pot and Players/Flop mean in the table?
• How do I chat with the other players?
• What is the meaning of the shorthand that some players use in the chat?
• All the chat at the table is bothersome. Can I do anything to stop it?
• How can I be sure the game is fair?
• What is the rake?
• How can I see what the game actually looks like before I commit to buy-in?
• What is done about collusion?

Technical Questions:

• I keep getting disconnected or frozen. What is the problem?
• I keep getting an error message. What should I do?
• I have looked through your website for an answer to my question but my question isn’t covered here. Who should I contact?

Getting Started:

How do I download the card room software?

You have two options:

• Run this program from its current location. This will automatically run the installation of the executable file from the server that hosts the download. Just follow the prompts through the installation process. When complete, you will have an icon on your desktop. Click that icon to open card room lobby window.
  Save this program to disk:
• You can save the setup file to disk if you like (just remember what folder you saved the file to). Once the download is complete, run this file and the installation will commence. Follow the prompts through the installation process. When complete, you will have an icon on your desktop. Click that icon to open card room lobby window.
  Software obtained anywhere else unless explicitly mentioned here may be faulty and we don't assume responsibility for the use/misuse of it.

What are the minimum system requirements to play?

• Windows 2000/XP
• 200MHz processor or faster
• 64MB of RAM
• 800 x 600 pixel screen resolution, 16-bit (High Colour)
• 20MB or greater free hard drive space.
• Sound card (for Sound)
• 56K Modem

Download Size: Approx. 5 Megabytes (30 minutes on a 56k modem)

I have the software installed, how do I sign up so I can play?

Open the Silver Sands Poker Software, by clicking on the shortcut on your desktop or from the start menu. Then click 'CLICK HERE TO SIGNUP NOW'. A new window will open that allows you to enter in your information to register for an account. It is important that you are careful when choosing your username, as it cannot be changed. All information must be accurate as it is used when processing real money transactions. The information you provide here must exactly match the credit card information your bank requires this will eliminate problems later down the road when making your deposits with us.

Once you have filled out this form, you will need to accept that you have read and agreed to the terms and conditions and the click 'Submit'. If the information you provided is not adequate, you will be brought back to the Signup page. There will be a message directing you to the necessary changes.

Once accepted, another page will open telling you that your account has been created and a welcome email will be sent to the email address you provided with your login details.

How do I get chips to play?

When your account is created, you are automatically credited with 2000 play money. Should you run low of play money, go to the cashier through the Lobby and request that more money be credited to your account.
If you would like to play at a table for real money, information on the processing deposits and withdrawals can be found on the Real Money page.

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General Questions:

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 High-Low, 7card Stud, 5card Stud and heads up 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.

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 in order when a seat is available.

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.

How do I open a table from the Lobby?

There are two ways in which to open a poker table. First option is to double click on the table of your choice. The second option is to single click on the table of your choice, this will highlight the table. On the bottom right hand side click "Join Table"

Can I sit down at an empty table?

Why not? It seems to be that once somebody sits at an empty table, others soon follow. You probably will not have much of a wait to start playing.

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. In the Players Services, click on "Hand History" and enter in the hand number to review. 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@silversandspoker.com for review.

Can I change my account information?

Once you have created your account, changes to the information you provided can only be change by an administrator. Send an email to support@silversandspoker.com for review. Include your username along with the information that needs to be changed.
I would like to change my username.
Generally we do not allow for usernames to be changed. If you have incorrectly spelled your username or have another reason for wanting it switched, send a request to support@silversandspoker.com for review.

I would like to change my username.

Generally we do not allow usernames to be changed. If you have misspelled your username or have another reason for wanting it switched, send a request to support@silversandspoker.com for review.

What does Average Pot and Players/Flop mean in the table?

Average Pot represents the rolling 20-hand average pot and players/flop is shown as a percentage representing the average number of players that are in the hand for the Flop.

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.

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

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.

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 in the card room. 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@silversandspoker.com for review.


What is the rake?

Any hand that is played for real money in a ring game. The "rake" is the cut taken by the house. Click here to view the rake structure.

How can I see what the game actually looks like before I commit to buy-in?

Just download and install our software and register a Player's account. 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 email us at support@silversandspoker.com for review.

What is done about collusion?

The card room 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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Technical Questions:

I keep getting disconnected or frozen. What is the problem?

Most frequently this is caused by an inconsistent Internet connection, which is usually caused by some momentary hiccups on the Internet highway. Information travelling between your computer and the game servers has a long trip and travels through many computers along the way. If one of the links in the chain goes down, your information may be lost or (usually) rerouted through another computer. In a real time interactive game such as ours, the delay while your information is passed back and forth through the alternate connection can be enough to cause our system to think you have left the game and drop the connection. Sometimes your computer gets the message and you get an error message about being disconnected from the game. Other times your computer knows nothing about this and it looks like the game has stopped.
If you continue to have difficulties contact your internet service provider or us support@silversandspoker.com we may be able to assist in improving your connection.

I keep getting an error message. What should I do?

Our support staff will need the exact error message you are receiving and the details about what was happening when you received it. Any and all information is helpful. Forward this information to support@silversandspoker.com
I have looked through your website for an answer to my question but my question is not covered here.

Who should I contact?

You can visit our support page or send an email to support@silversandspoker.com. Our friendly support staff is waiting to assist you.

Be sure to include your username along with all other details that will assist in helping us help you. Be descriptive our support staff appreciates long emails. If you are getting error messages include the exact error message text as well as what you were doing before you got it.

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