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Empire Poker is committed to providing our players with absolutely the best customer support available within the online poker industry. To help you answer your queries quickly, we’ve compiled a list of our players’ most Frequently Asked Questions (FAQ).
For security purposes, passwords cannot be retrieved, however you can set a new password. If you have a play money account, you just need to type your account name in the login pop-up, and then click on the ‘Forgot your password?’ link. An email containing a password reset link will be sent to your registered address.
If you are unable to request for the password reset link, please email us and we can get you playing again as quickly as possible.
Every time you change your email address, you will have to validate the new address before you can access the Cashier. To request a validation code, click on the ‘My Account’ menu in the Lobby, and then click on ‘Change/Validate email’.
Click on the ‘Request New Validation Code or Change Email’ button, this will send a four-digit validation code to the email address registered to your account. Once you have the four-digit code, you must enter it in the ‘Validate Email Address’ field, and click on the ‘Validate’ button. A pop-up message will open, confirming the validation.
If you haven’t received the email containing the four-digit code, make sure the email wasn’t sent to you junk email folder. You may have to add info@empirepoker.com to your address book if you have any junk filters. Please contact our 24/7 Customer Care team if you need any assistance.
Once you’re logged in, click on the ‘$’ symbol in the bottom left hand corner of the Lobby. This will launch a window showing your balance and bonuses. You will be able to see the bonuses which have already been issued to your account, as well as any pending bonuses, and any cash out or release-restricted bonuses. Find out which new bonuses are available to you under the ‘New Bonus Offer’ tab.
Follow the bonus code link to see the complete details of the bonus offers, including any restrictions.
1. Download/installation and firewalls
To play poker online at EmpirePoker.com, you'll need our free software application, which is simple and easy to download.
Downloading our software is easy. Just click on the 'Download Now' button found on every page on the EmpirePoker.com site. If you experience any difficulties when downloading, please contact the EmpirePoker.com Customer Care team at info@empirepoker.com for assistance.
If you downloaded the software (EmpirePokerSetup.exe) but forgot where you saved it, don't worry. Just go to StartàSearchàAll files and folders and type in EmpirePokerSetup.exe in the 'All or part of the file name:' box. Once the file has been found, just double-click to set up the software.
Enabling sounds for your games is easy. Simply follow these steps:
a) Log in using your EmpirePoker.com account details.
b) In the EmpirePoker.com Lobby, select the 'Game Rules & Options ' menu.
c) Click on the 'Video & Audio Options' tab.
d) Make sure the 'Sounds On/Off' option is checked, if not then click on it.
Please ensure that you have a valid sound card and your speaker is not set to mute.
Once you have downloaded the software, locate the EmpirePoker.com icon and click on it. You can also launch the EmpirePoker.com application by
a) Clicking on the 'Start' button on the bottom left of your screen
b) Search for EmpirePoker.com in the Start menu. You will find 'EmpirePoker' in the upper half of the menu, just click on it.
c) The application will launch, allowing you to go to the Cashier, make a deposit and start playing.
No, you just have to click on the EmpirePoker.com icon on your desktop which will automatically launch the software and connect your PC to EmpirePoker.com. Enter your account name and password and click 'Login' to start playing.
A firewall is simply a program or hardware device that filters the information coming through the Internet connection into your system. It is a system designed to prevent unauthorized access to your computer or network. The primary function of a firewall is to let authorized traffic pass through while the unauthorized traffic gets blocked.
There are many firewalls available. Some of the most popular firewalls are Windows XP Firewall, Norton, MacAfee, Zone Alarm and Black Ice. Although firewalls may look different, they use similar methods to block or allow access to Internet-based applications. For further information on how to configure your firewall, please contact our technical team who will be happy to help you.
Sometimes your firewall will fail to recognize the upgraded version of EmpirePoker.com, and will block access to the site. To correct this, just open your firewall and set it to allow access to the EmpirePoker.com software.
A port is a connection through which data is sent and received on the Internet. A port can either send and receive data in one direction at a time (simplex), or simultaneously in both directions (duplex).
This refers to techniques for ensuring that data either stored in a computer or transmitted over the Internet cannot be read or compromised. Most security measures involve data encryption and passwords.
A piece of a message (data) transmitted over a packet-switching network.
This is a unique number used to identify a computer or device on a TCP/IP network, it is similar to a telephone number for your computer. Networks using the TCP/IP protocol send and receive messages based on the IP address of the destination computer.
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2. Getting started
Opening an account is simple!
a) Just download the software, double click on the EmpirePoker.com icon on your desktop.
b) Complete and submit the new player registration form, and you’ll be ready to play.
Playing poker on our play money tables is completely free. You can find the play money tables in the 'Play Money Games' section of the lobby. You can deposit funds into your account at a later date to play on our real money tables.
If your play balance is zero (0), click on an open seat, and then select 'Add more money' in the 'Buy-in' window.
You will not be able to get more play money chips if:
1. You’re in the middle of a hand.
2. You’re only viewing a table.
3. You’re playing in a tournament.
To add play money chips when you’re seated at the table, click on the dealer tray and select ‘More Chips’ You must ensure that there is a five-minute gap between each request for additional chips.
To start playing with real money, just click on the 'Cashier’ menu at the top of the Lobby screen and choose 'Deposit'.
Inter-account transfers can be used to transfer money from one player to another. Remember, the minimum amount you can transfer is $50, and you must have at least $100 left in your account after the transfer has been made.
For more details, please log in to the ‘My Account’ section of the website and select the tab 'Inter-account transfer'.
If you have a real money account you can change your screen name, but not your account name. Please log in to the ‘My Account’ section of the website and select the 'Your Profile' option to change your screen name. You will be able edit your screen name once every 180 days.
In the Lobby, select 'My Account', and then the option 'Change Password' or 'Change/Validate Email'. You can also log in to the ‘My Account’ section of the website and select the 'Your profile' option, where you will be able to change your password and email address.
a) Select 'My Account' in the Lobby, and then click the option 'My Account'.
b) On the next page, click 'Game and transaction history' in the left-hand column. You will need to select a date range which is not greater than three days.
a) In the Lobby, select 'My account', and then click the 'My account' option.
b) On the next page, click on 'Game and transaction history' in the left hand column. You will need to select a date range which is not greater than three days.
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3. General
You will see the chat box on the bottom of the table screen.
Type your message in the 'Type here to chat' field, then press enter on your keyboard to transfer your message to the chat box. All players' messages will show in the larger chat box next to the typing field in the bottom center of the table.
a) Log into the Lobby, and click on the 'Game rules and options' tab.
b) Click on the 'Player Search' tab.
c) Enter the player's screen name and click on ‘Search’.
a) Click on 'Game Rules & Options' in the Lobby.
b) Select 'My Buddies'. This will open your buddy list details.
c) Click 'Add', and enter your friend's registered screen name.
We do not tolerate the use of rude or abusive language at our tables, and treat it as a serious offence.
You can block players who use rude or abusive language by right-clicking on the player's screen name at the table, and selecting 'Disable Chat'. This is an interim measure, prior to our intervention. Contact us or send us a screen shot of the offending chat box, and we will take relevant action.
1) Log in to the lobby and select 'Game Rules & Options'.
2) Select the option 'Instant Hand History' and then check the box 'E-mail Me'.
3) You can choose from the option of requesting a particular hand number or up to last 100 hands.
4) The hand histories will be sent to your registered email address once you click on the 'Send E-mail’ button.
Alternatively, you can store your hand histories locally on your PC. To do this, click on ‘Games Rules & Options’ and ‘Hand History Logs Configuration’. You can store the hand histories for up to 30 days or up to 10 MB of data.
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4. Games
a) Select a table from the list shown on the right-hand side of the Lobby.
b) Double-click on the table. When it opens, click on the 'Seat open' tab.
c) You will see a buy-in window, which you can use to choose the number of chips you want take to the table. Make your selection and click 'OK' to be seated. You will be given the option to post the big blind and start play from the next hand.
Please note that on No-Limit and Pot-Limit tables there is a maximum and minimum number of chips you can take to the table.
The rules for each game are offered in detail in the 'How to play' section at EmpirePoker.com.
Click on the 'Join Wait List' button for the table you'd like to play at. You will automatically be added to the waiting list. In the Lobby, to the right of your screen, you will notice a list of players currently playing at - and waiting for - a particular table.
When you click on 'Join Wait list', your name will be added to the bottom of the waiting list. As seats become available, your name will move up until you are at the top of the list. When your seat becomes available, you will automatically be notified.
In this case, just click on ‘Join Wait List’ for the empty table. You will be asked to select the minimum number of players you wish to play against. As soon as the specified number of players has joined the table and the game is ready to start, you will be notified automatically.
Yes. This amount is posted in the center of the table. In addition, the chips in the center of the table equal the exact size of the pot.
See our real money games rake on the Games - Rake page.
Yes. Simply select the ‘Deal me Out’ box on the left-hand side screen. Don't worry about your money, we’ll take care of it. Out of consideration for the other players, please get back to the game as quickly as possible.
Read our Disconnection Policy here.
The Bad Beat Jackpot is a progressive jackpot. For every raked hand played on our Progressive Jackpot tables, a jackpot contribution of $0.50 will be collected from the pot. That way, the jackpot increases every time a hand is raked on one of our many jackpot tables. With more than 100 tables, the jackpot typically increases by $1,000 every hour.
Find out more about the Bad Beat Jackpot here.
You win a Bad Beat Jackpot if you lose with a hand of 'Four of a Kind', 8s, or better. Find out more about winning the Bad Beat Jackpot for other qualifying details here.
The jackpot contribution collected on any jackpot table is displayed on the right-hand side of the dealer, and the jackpot is displayed in a progressive counter in the bottom right-hand corner of the table.
Every time the jackpot is hit, 70% of the jackpot will be distributed and 20% will be used as a seed for the next jackpot. We will retain 10% as an administrative fee.
Of the distributed amount, 50% will go to the loser of the hand (the Bad Beat), 25% will go to the winner, and the remaining 25% will be split between the other seated players who took part in the hand. Players who sat out of the hand will not receive a portion of the jackpot.
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