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Frequently Asked Questions
How can you ensure the integrity of your
games?
Poker Avenue USA makes the security of
our games a top priority. We use state-of-the-art
technology to ensure the integrity of our
games is never compromised. Please visit
our Integrity
page for full details, and if you
have any further questions, feel free to
contact us.
I've downloaded the pokeravenueusa.exe files
but now I can't find it?
On a Windows-based system, click the Start
menu, select Find, and then click Files
or Folders. In the Named: box, type royalchoice.exe.
It will take your computer a few moments
to find the file. When it does, double-click
the file and the installation process
will begin.
I would like to play under different names,
can I have more than one account?
No. Each player is only allowed one account.
I lost my password!
You can
reset your password manually by going
to the main client window, and clicking
on "Lobby" and then on "Login"
and then on "Forgot Password".
Enter your information and a new password
will be emailed to your registered Poker Avenue USA email address. If you do
so, and receive an error message, please
email
support with your full name and address,
as well as your Poker Avenue USA user
ID and we will help you get back in the
game.
Game
play:
What happens if
I am disconnected in the middle of a hand?
It occasionally occurs that due to reasons
beyond our players' control, they are
unable to act on their hand in time. At
Poker Avenue USA, if a player has
invested money in a hand and becomes disconnected,
he or she will be placed "all-in".
A player who is placed "all-in"
is treated as though he or she does not
have any chips remaining to carry out
the hand. The player is still eligible
for the portion of the pot to which the
player would normally be entitled. All
further betting takes place in a side
pot, to be contested by the remaining
active players.
A player is allotted 25 seconds to act
in fixed limit games and 35 seconds in
big bet games. A warning message is displayed
in the chat box when there are 15 seconds
left to act. If there was a disconnect
and a player returned before the timeout,
he or she receives at least 10 seconds
to act.
If a player failed to act within the allotted
time while being connected, the hand is
folded by the system.
The game I wish
to join is full. What should I do?
If a game is full, you can put your name
on the Waiting List for that game. When
a seat in the game becomes available,
the first person on the Waiting List will
have the first right of refusal for that
seat.
The other option you have is to take a
seat at an empty table of that limit and
game. Often, empty tables fill up quickly
once a player takes a seat.
What is the minimum buy-in?
The minimum buy-in at all limits is ten
times the minimum bet for the game. For
example, in a $1/$2 game, the minimum
buy-in is $10.
What is a "rake"?
How much is the Poker Avenue USA rake?
Poker Avenue USA is an Internet poker
room, not a casino. That means you never
play against the house, only other players.
Poker Avenue USA receives compensation
by taking a "rake", a small
amount from each pot. This rake from the
pot never exceeds $3. At the lower limits,
Poker Avenue USA takes a smaller rake.
Please see our
rake page for exact rake information.
There is no rake in play money games.
How do I know how much money is in the
pot?
At any Poker Avenue USA table, the
full amount of the pot, including all
current bets, is always displayed numerically
above the dealer's tray. Also, at the
end of every betting round, all bets are
collected in the middle of the table,
and converted into higher denomination
chips so you can easily see the pot's
total value.
Does the software
allow me to muck the winning hand?
No, it doesn't. If you play your hand
to the showdown and you hold the winning
hand, it will be always automatically
shown. This feature protects you from
accidentally mucking a winner.
How do I request a hand history? How many
hand histories can I request?
Click on the dealer tray and select "Request
hand history". You can request up
to your last 200 hands, your hand histories
for a period of time, all the hands you
played in a tournament, or any specific
single hand. Note however that we do not
archive play money or freeroll tournament
hand histories, and as such, these hands
are not available to be requested.
You can also request a hand history from
the Poker Avenue USA lobby. From the
Request menu, choose Hand History.
How do I request
my play statistics?
Click on the dealer tray and select "Request
statistics". You can request statistics
for any number of your most recent hands,
or even the all-time statistics for your
account!
You can also request statistics from the
Poker Avenue USA lobby. From the Request
menu, choose Statistics.
Chat:
What
are your chat rules?
We do not permit profane, vulgar, or abusive/insulting
chat in our chat windows. We do have a
feature by which certain profane words
are asterisked out; this filter can obviously
be worked around in a variety of ways.
If a word is filtered, it is not acceptable
on our site, and to work around this filter
is grounds for chat revocation.
What
should I do if someone is abusing the
chat feature?
Poker Avenue USA does not tolerate abusive
or obscene language at the tables. Please
report any offensive chat to
support@pokeravenueusa.com We encourage
players to help us be our eyes and ears.
Although we monitor the tables as much
as possible, the cooperation of our players
is a critical part of making Poker Avenue USA a fun experience for all. Please
do not engage in retaliatory chat; this
will only likely result in both user's
chat being revoked.
You can also block an individual player's
messages from coming to you by right-clicking
on the player's icon and selecting "Block
Chat".
Can I use language
other than English when chatting at the
table?
We are aware that our players are from
around the world, and that for many of
them English is not the first language.
However, at this time our policy only
allows for English to be spoken at the
tables.
Shills/props:
Does Poker Avenue USA use props or shills?
Poker Avenue USA does not use any
house players or robots. We do not hire
any individuals to play on our site.
Are Poker Avenue USA employees allowed
to play on your site?
Poker Avenue USA employees, consultants,
or anyone else who has access to inside
information (for example, complete hand
histories, playing histories, money transaction
histories, and similar) are not allowed
to play in money games or tournaments.
This is to prevent any potential abuse
of inside information at the tables.
Tournaments:
Where can I view
upcoming tournaments?
You may view upcoming tournaments by selecting
"Tourney" in the Poker Avenue USA's main lobby. You will see all
tournaments in progress, recently completed
tournaments, and tournaments which begin
soon. For more information, highlight
any tournament by clicking on it, then
select Tournament Lobby.
How do I register
for a tournament?
If a tournament is in the "Registering"
state, highlight that tournament by clicking
on it, then click on the Tournament Lobby
button. Once the Tournament Lobby screen
opens, click on Register. You will need
to log-in if you have not already done
so for this session.
For more detailed instructions, see
tournaments
Can I play a side
game and a tournament at the same time?
Yes, you are welcome to play a side game
and a tournament simultaneously. In the
interest of fairness to all players, we
ask that you act promptly when it is your
turn in either game.
I played a tournament
several days ago, and the information
is no longer displayed in the lobby. How
do I retrieve it?
From the Requests menu in the Poker Avenue USA lobby, choose Tournament History.
You may select any number of recent tournaments
in which you participated, or any specific
tournament.
If I am faced with
a difficult decision in a tournament,
may I "request time"?
All tournament players are given a "time
bank" at the beginning of the tournament.
If a player needs a longer than normal
time to decide on an action, the player
can withdraw from the time bank, which
depletes as the player uses it. To use
the time bank you should click on the
"TIME" button which appears
after you receive the first time warning
in the chat window.
What happens if
the system crashes in the middle of a
tournament?
In the event of a server crash, the hands
in progress at every table will be restored
by rolling back these hands. Each player’s
chip count will be reset to the amount
at the beginning of the hand. In special
circumstances, when it is impossible to
restart a tournament after the crash,
it will be cancelled and the unclaimed
portion of the prize pool will be equally
divided among all remaining players.
I
qualified for an event that I can no longer
play in...what do I do?
You have the option of transferring your
seat to another user. If it is a Weekly
Round 2 freeroll event, you also are free
to move it to a future week by emailing
support. If it is a real money buyin event,
you can unregister and receive Tournament
dollars instead, which are credits for
use to buy in to other Poker Avenue USA
events.
Play
Money games:
Can I start playing
on Poker Avenue USA now?
Absolutely! Click
here to install your free Poker Avenue USA software
How many play-money
chips do I start with? What if I run out
of chips?
You will be given 5,000 play money chips
to start. However, if at any time you
are below 100 chips, simply click the
dealer tray and select "Add More
Chips...".
This "rebuy" feature is intended
to replenish the stack of a player who
has legitimately lost their entire stack
in play. The new 1,000 chips are for the
use of that player only. Re-buys acquired
for purposes other than this are subject
to forfeiture.
How do I recognize
the play money tables?
The play money tables can be identified
by the tables beginning with the word
"Fun". They are at the bottom
of the tables list. If you do not see
them, double check to ensure that you
have your client set to show play money
tables. To do so, simply click on "Options"
in your main client window, and ensure
that the "Show Play Money Tables"
option is selected.
Real Money
Why is my Credit card
being declined and what can I do?
Many banks are adopting a policy against
internet gambling, considering it too
high risk. You may want to contact your
bank regarding their policy on the matter.
You may also consider opening a NETeller
or FirePay account. Information on how
to do so can be found on our web page
here.
Most
importantly:
Why should I play
on pokeravenueusa.com?
Poker Avenue USA is proud of everything
we've done to make your poker-playing
experience as safe and enjoyable as possible.
That means assembling the best team possible
in every department, whether it's software
and development, customer service, or
integrity assurance.
But don't take our word for it. Log on
for one of our play money games. Join
up for one of many freeroll tournaments
where we'll be giving away thousands in
prize money. You'll find Poker Avenue USA
is going to be the place to play!
Have a question we haven't covered? Our
customer service team is standing by,
24 hours a day. E-mail us at
support@pokeravenueusa.com
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