Casino
Questions
Technical Issues
Game Fairness
Can I get technical help?
One of our top priorities is to make sure that our
members are well looked after. We offer 24 hour
technical support, 7 days a week. If you are
having any technical problems please contact us
toll-free via the following methods:
TECHNICAL HELP
Phone: 1-888-685-7619
E-mail: support
GENERAL HELP / BANKING
Please call 1-800-996-5152 or e-mail us at: Cashier
What do I require to use the
software?
To enter the sportsbook, you need to use either
Netscape 4.0 or higher, Microsoft Explorer 4.0 or
higher, or WebTv
To access the casino you must have either
Windows 95 or NT. Sorry, currently there is not a
version available for the Macintosh. However, Mac
users can still use the sportsbook and play our
online Java games.
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What Do I do If I Get
Disconnected?
If you happen to be in the middle of a
game and you get disconnected for some reason,
there is no need to panic. The exact state of your
game will have been saved when you return to the
software or website and you can continue exactly
from where you left off. This only applies if you
are in the middle of a game or placing a wager. We
want you to be protected from any accidental
monetary loss.
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The screen flashes black and
then disconnects
You need to remove old files from your
computer. Use the search program from your start
menu to search for all files labeled *.tmp under
the c:\ directory and all subdirectories.
Highlight all the files and delete these temporary
files from the system. If you get a prompt telling
you that a particular file is a program file,
choose 'skip file'
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I can't get past the
firewall
Many people connect at work using their
network, some of which contain firewalls. The port
numbers are 1113 for the live casino games, and
1111 for the downloadable casino.
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I am using AOL and cannot connect
For AOL users (or any other online services) they
must have TCP/IP installed. They must contact AOL
and get them to do it.
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The game froze, what do I do?
The game may freeze and you cannot do
anything or the game kicks you out. Be patient, if
the game does not start again then to get out of a
frozen game, hit ALT-TAB. That will take you back
to the operating system. Then hit CTRL-ALT-DEL and
end the casino task. Your game will be held in a
suspended state until you logon again.
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How Are the Odds Created for the
Casino Games?
The odds for both real money and playing for fun
modes are created by a random number generator
which comes that resides on our server. For all
card-based games, the deck or decks of cards are
shuffled prior to each hand being dealt. These
odds are audited by a third party to ensure they
are being created in a fair and random manner.
All odds of the casino are in conformity with
Nevada Gaming Standards, unless otherwise stated.
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How do you prove your random
number generator is unbiased?
We are constantly being tested by independent
third parties for fairness and randomness. We are
audited by one of the top 5 accounting firms in
the world. We are a public company that must file
all of our records with the SEC. We also have a
top quality Quality Assurance team constantly
testing our games.
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Can you benefit from a biased
random number generator?
No. We can not benefit from a biased generator. If
there was a bias, customers would have the ability
to see patterns and trends and then use it to
their advantage. Our generator is fair for all.
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Can there be bugs in the
software and what if I lose money as a result of a
bug?
It is unlikely but still possible. If you do come
across a problem, we have 24 hour phone and e-mail
support. If you have any concern about the rules,
implementation, or consistency of any game
please contact our Customer Service/Technical
Support. 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.
If you lose money as a result of a bug, an
investigation will commence and if our results
show that there was a problem, your money for the
bet will be refunded immediately.
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