We are sorry you’re experiencing difficulties with your gameplay. In this case, a number of factors could be affecting you, so we will go through some troubleshooting steps.
Depending on the situation, you can contact us requesting assistance regarding technical issues and we will exhaust the possibilities to solve the technical issues.
You might be experiencing some of the technical issues below:
System Requirements
Basic Troubleshooting
Device/App Log Files
Casino in Poker (CIP) Troubleshooting
System Requirements:
The first step is to verify if your device has the required specifications to successfully run our poker client or app. These vary depending on the type of device you are using. Keep reading to make sure you meet the requirements.
Desktop (Windows)
Windows 7 SP1 OS or newer.
1 GHz or faster 32-bit (x86) or 64-bit (x64) processor or better.
1 GB RAM (32-bit) or 2 GB RAM (64-bit) or higher.
DirectX or OpenGL accelerated graphics device with the corresponding drivers installed.
100MB hard disk space available.
Desktop (MAC)
Mac OS X v.10.10 or above.
Desktop (Web-HTML5)
Windows: Google Chrome or Mozilla Firefox.
MacOS: Safari or Google Chrome.
Mobile (Android)
ARMv7/x86 processor with vector FPU, 550MHz minimum, OpenGL ES 2.0, H.264 and AAC HW decoders.
Adroid 7.0 or above.
2GB RAM minimum.
1280x720 screen resolution or higher.
Mobile (Web-HTML5)
iPhone:
iOS 13 or above.
Safari or Google Chrome.
Android:
Android 7.0 or above.
Google Chrome or native web browser.
2GB RAM minimum.
Basic Troubleshooting
If the device you are using does meet all requirements listed above and you’re still experiencing technical issues, let’s try basic troubleshooting. We recommend you to reset your internet connection (desktop or mobile) and to clear the browser’s cache before logging on to the poker website or client again.
Clearing Cache on Desktop web browsers
Google Chrome:
Click the menu icon at the top right of the browser (3-dotted line).
Select “History” and then click on “History” on the sub-menu.
Click the “Clear browsing data” option shown at the left menu.
A new tab will open showing up the clear data options. Check the box that says “Cached images and files”.
Click on “Clear data” and when done, close and reload the browser.
Safari:
Click on the Safari drop down menu and select “Preferences”.
Select the “Advanced” tab, select “Show develop menu”, and close the Preferences window.
Click on the Develop drop down menu and select “Empty Cache”.
Close and reload the browser.
Clearing Cache on Mobile devices
Android app:
Go to Settings > Apps > Locate our app > Storage > Clear cache.
Google Chrome browser:
Click the menu icon at the top right (3-dotted line).
Select “History” and click on “Clear Browsing Data”.
Make sure the “Cached images and files” option is selected.
Click on “Clear data”.
Safari Browser:
Go to Settings > Safari > Tap Clear History and Website Data.
If you are using our poker client for either PC or Android, you can completely uninstall the program and download it again from the Poker section of the website to ensure the you are using the latest version of the software.
Device/App Log Files
For technical issues that can’t be solved via basic troubleshooting, we will request you to send us the log files with the full details of the issue or error you’re having. The more information we can gather from you, the easier it is to find the cause of the problem and therefore find a solution.
The process for you to send the log files differ depending on the type of device and client you’re using. Despite of this, the logs must be captured during the same open session when the error occurs, with the exception of the Windows download client.
As a result, if you already closed the poker client before reporting the issue, if not using the Windows client, you may have to replicate the issue again before sending the logs.
Windows Download Client
Logged on the Windows client, go to the bottom bar and click on Help.
Select the “Report an Issue” option.
A new window will open. Tick all the checkboxes. Should the issue happened for several days, you can select the period by using the CTRL key to select them all.
When done, click “Ok” to create the log files.
Send the newly created log files and a detailed description of the problem to the following email address [email protected] and our technical specialist will investigate your issue.
Web version (HTML5) and Mac desktop.
On the web client and Mac desktop versions, it is only possible to capture the logs for the current session. Once the poker client window is closed, the logs are erased, so in order to capture the logs properly you will have to replicate the issue in a new session to generate the logs. If you have not closed the session, follow these instructions below:
Use the key combination: CTRL + Shift + L in any part of the client.
A dialog window called “Send logs to Support” will open. Make sure to describe the problem with as much details as possible along with the information required (date and time of the issue, name of the game/tournament/table, Hand IDs and details).
When done, click “Send”. The log files will be sent directly towards our Poker Team for investigation.
Android App & iOS Mobile
On mobile devices, it is not possible to select the date range when sending mobiles since the logs are stored in a file that’s capped at 3 megabytes. When the size is exceeded, the older log files get overwritten by the new ones.
If your technical issue is happening on a mobile device, follow these steps:
Click the menu button on the top left of the screen.
Select “Client Info” from the drop-down list.
A new window will show with the details of the poker client and the option to send the logs. Type the issue that’s happening along with the information we require (date and time of the issue, name of the game/tournament/table, Hand IDs and details).
Once done, click on “Send logs to Support”.
Casino in Poker (CIP) Troubleshooting
In the event that your report involves an issue with one of the casino games we offer within our poker client, make sure to logout from the poker client; clear the cache; log back in and load the same game.
If the issue persists, you will have to provide the following information which can be found on the History section from the poker desktop client:
Name of the casino game.
Date and time of the play.
Session/round ID