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PokerStars Play - Frequently Asked Questions

BUYING POKERSTARS PLAY CHIPS

Q.How do I buy PokerStars Play chips?

A.You can purchase more PokerStars Play Chips by clicking the ‘GET CHIPS’ button located on the top of the PokerStars Play app. Select one of the offered PokerStars Play Chips bundles, payment option, and click ‘Buy’.

Q.I bought PokerStars Play Chips but there was a problem with the transaction. Who do I contact?

A.If you have a problem with a purchase for chips, you can dispute the purchase through Facebook at https://www.facebook.com/receipt/?v=1.

Q.How many chips do I start with?

A.You will be given 1,000 to start, and can earn additional chip bonuses in-game in a number of different ways. See the Advancing in the Game section of this FAQ for more details.

Q.What if I run out of chips?

A.You can always buy more chips (see the Shop and Items section of this FAQ for more details). However, if at any time you fall below 100 chips, you can go to any Hold’em or Omaha ring game and take a seat to reset your account to 1,000 chips. You can do this by clicking ‘Play Now’ in the Lobby, or by opening the table of your choice.

Note that you can only replenish your chips three times per hour. If you use up your three rebuys, you will either have to purchase more chips or wait until the next hour to use another rebuy.

NEW ACCOUNT

Q.How do I create an account?

A.To create an account and start playing PokerStars Play, simply login to Facebook and follow this Facebook link. Doing so will open the PokerStars Play app. Like our page, click ‘Play Game’, and follow the dialogue windows to start enjoying the game.

Q.Can I use my PokerStars account to play on PokerStars Play?

A.Unfortunately, you cannot use the User ID from another PokerStars platform on the PokerStars Play software. All personal information used in the PokerStars Play app comes from your Facebook profile. Our app will use the first name entered in your Facebook profile at the tables. See the Privacy Policy page for more details.

Q.Can I play on PokerStars Play and have another User ID to play on the PokerStars desktop and/or mobile platforms?

A.Yes. Also, your PokerStars Play account will remain separate from your PokerStars account created through another platform (desktop client or mobile).

SHOP AND ITEMS

Q.How do I buy virtual items to display at the table?

A.New shop items will be available on the banner carrousel, located at the bottom left corner of the table. Click ‘LET’S SHOP’ as soon as the option appears. The Shop will offer items like card protectors, headphones, toy sharks and more.

Shop
Shop

Q.I bought a virtual item at the Shop, but it was never given to me at the table. What do I do?

A.Please ensure that your chip balance did decrease due to the virtual item purchase. It is possible that the transaction was not processed. In that case, the gift item you bought will not appear at the table at any point.

Q.For how long will the item I just purchased be displayed at the table?

A.Items purchases with your PokerStars Play Chips will remain with you until your current game session is finished. When you leave a table in which you acquired a regular item, that item will disappear.

For example, if you purchase a ‘soda can’ using chips while at a ring game, when you leave the ring game table the soda can will disappear and will be removed from your account. The next time you take a seat at another game the soda can will not be displayed by your avatar.

Q.What happens if I receive an item as gift but I am already displaying an item?

A.Your item will automatically be replaced by the new item you received as a gift.

Q.Can I customize table preferences such as the deck color, background theme and table color?

A.No. Unfortunately, these options are not currently available within our Facebook app.

Q.Some players cannot see the virtual items I have or gifts I send them. Why is that?

A.The games at PokerStars Play are shared with PokerStars.net’s desktop and mobile platforms. Only players who are connected to PokerStars Play are able to see, buy and gift virtual items. Even though you may gift a non-Facebook player a virtual item, they will not be able to see the virtual items at the table.

Q.I bought PokerStars Play Chips/an item accidently. Can I return it and get a refund?

A.Sorry, no. We have a very strict no-return policy on all chips and virtual items. Once you buy something it cannot be returned.

TECHNICAL

Q.Which web browsers are supported?

A.PokerStars Play is supported on Internet Explorer, Firefox, Chrome and Safari. However, please make sure you have the latest version of your browser software, as some older versions are not supported.

Q.I cannot access PokerStars Play using any browser. The game just doesn’t load. What do I do?

A.First, please make sure you have the latest version of Adobe Flash Player installed on your computer system. If updating your version of Flash doesn’t solve the problem, clear the cache for your web browser and try re-loading PokerStars Play.

Should the problem continue, please email facebookapp@pokerstars.net. Please include a detailed description of the problem you have, your operating system and browser versions, and all of the solutions you have tried.

Q.Certain options on the screen are missing from the game suddenly, how do I fix this?

A.Should elements of the game screen disappear, please refresh the application by pressing ‘Ctrl’ and ‘F5’ together. This will refresh the browser and re-load the application for you.

Q.Can I play using my mobile device web browser?

A.PokerStars Play is not supported for mobile devices. However, we are always considering new platforms for our PokerStars.net games. For more information about PokerStars.net for mobile devices, see the Mobile page.

GAMES

Q.Can I play for real money on PokerStars Play? Can I win any real-money prizes?

A.PokerStars Play does not offer real-money games or prizes. All games are for PokerStars Play Chips only. There are no objects of value which can be redeemed for real money within the platform.

Q.Are games on PokerStars Play shared with PokerStars desktop and mobile platforms?

A.Most of the games on PokerStars Play are shared with the desktop and mobile versions of PokerStars.net. This means that other players that you play against may be playing from PokerStars desktop or mobile software. There may be some tournaments and ring games that are strictly limited to Facebook players. Conversely, some tournaments and ring games will be available only on the desktop and mobile software.

Q.What types of games are available on PokerStars Play?

A.You can play Texas Hold’em and Omaha on PokerStars Play. Ring Games, Multi-Table Tournaments, Sit & Go Tournaments and Zoom Games are all available for these two types of poker.

Q.What are Zoom games?

A.Zoom games are a fast-paced ring-game format where you are moved to a new hand at a new table against new opponents as soon as you fold your current hand. This is possible because you play against a pool of players, instead of fixed opponents on one table. It’s the fastest poker game experience anywhere online. See Zoom Poker Games for more details on our fast poker game format.

Q.Does PokerStars Play support multiple languages?

A.Yes. We currently offer more than 16 software language preferences. You can change the language by going to the ‘Settings’ option on the top menu.

Language
Language

Q.Can I view other Facebook pages while playing on PokerStars Play?

A.If you navigate away from the PokerStars Play game window, you will leave the game session. However, you can open a new tab or window from your existing browser session to continue browsing Facebook or other web sites while you play.

Q.How do I logout of PokerStars Play?

A.To logout from your PokerStars Play account once you finish playing, simply close your browser tab/window or navigate away from the app. This will immediately log you out.

Q.I was disconnected in a play money tournament on PokerStars Play. Can I get a refund?

A.Sorry, no. We have a very strict no-return policy on all chips and virtual items. Once these have been used or bought, they cannot be returned, refunded, or exchanged. By participating in a tournament, a player accepts the risk of internet disconnection, due to problems with the connection between their computer and the servers, lag or freeze, or some other problem in the player's computer. PokerStars Play does not accept any responsibility for a player disconnect.

ADVANCING IN THE GAME (EXPERIENCE POINTS, LEVELS, ACHIEVEMENTS & CHALLENGES)

Q.What are Experience Points? How do I earn them?

A.Experience Points are earned for certain actions you take while playing the PokerStars Play. They determine how quickly you advance in level. The quicker you gain Experience Points, the quicker you level up. You will be awarded one Experience Point for every hand you participate in. You can also earn Experience Points by completing Challenges and unlocking Achievements.

Q.How many levels are there?

A.While there is a maximum level that players can attain, the cap for the levels will be revised constantly depending on the number of users who reach the cap. The only way to figure out the current cap is to reach it. Best of luck getting there!

Q.How can I test my poker knowledge?

A.You can test your poker knowledge and get free chips by taking our quizzes. These will be available on the bottom left corner on the table and will appear when you fold before the 4th (Turn) card. Each correct answer will reward you with PokerStars Play Chips.

Q.What are Achievements?

A.An Achievement is a game-related accomplishment. Upon unlocking an Achievement, you will receive a reward. You can see the list of Achievements you have unlocked by clicking ‘View Profile’ under your shield, located on the Leader Board at the bottom of the screen.

Achievements

FEATURES

Q.Can I change the profile image I use at the tables?

A.The image used for your PokerStars Play profile is the same as your current Facebook profile image. If you wish to change your PokerStars Play profile image, you will need to change your Facebook profile image.

Q.Is there a maximum number of friends I can have in the PokerStars Play app?

A.You can have as many PokerStars Play friends as you have for your Facebook account. However, your Facebook friends will only appear as your friends inside the PokerStars Play app if they also install the app to their Facebook accounts.

Q.How do I invite a friend?

A.There are two ways to do so. As soon as you open our Facebook app, the second window which appears will prompt you to invite your friends and get Free Chips! Also, below the Lobby, you can click the ‘ADD FRIEND’ shield to send your invitation.

Q.How do I search for, or add notes to, other players?

A.These features are not available to PokerStars Play players at this time.

Q.How do the Leader Boards work?

A.The Leader Board, located at the bottom of the screen, is devoted exclusively to you and your friends. It will rank the top players with the highest play money balances.

Q.Do I get any prizes for reaching the top of any Leader Board?

A.You don’t get any prizes, but you do get bragging rights!

Q.Can I send free chips to another player?

A.Currently, you can only send chips to friends. To send them chips, you can click on the ‘Send Chips’ button on the lower part of their Profile icon. The Profile section for your friends is located on the lower part of the game screen.

Send Chips

Q.How do I receive the gift chips someone has sent me?

A.To receive chips which were sent to you as a gift, you can claim these from the ‘Mail’ option. You can find the ‘Mail’ option on the top menu of the screen.

Q.Is it possible to see a hand I played previously?

A.There is a ‘History’ option at the table, which can be reviewed to see the results of previous hands from your current session. The button can be located on the upper right-hand-corner of the chat box.

You will have the opportunity to ‘Replay’ and/or ‘Share’ your last hands. Only your three most recently played hands will be available to view and share as replays.

Gamelog

Q.Can hand histories be saved? Are they stored anywhere?

A.Hand histories are not stored locally to your Facebook account, nor can you access them on the server through the PokerStars Play app. However, you can review the results of previous hands during your current session by using the ‘History’ option. You will have the opportunity to ‘Replay’ and/or ‘Share’ your last hands. Only your three most recently played hands will be available to view and share as replays.

Q.How do I invite my Facebook friends to play at PokerStars Play?

A.There are two ways to do so. As soon as you open the Facebook app, the second window which appears will prompt you to invite your friends and get Free Chips! Also, below the Lobby, you can click the ‘ADD FRIEND’ shield to send your invitation.

Q.How do I check out another player’s profile?

A.You can check your own profile or any of your friends’ profiles. The Profile frames can be found on the lower part of the screen. You also can check an opponent’s profile while seated at a table by clicking on that opponent’s avatar, and then ‘View Profile’.

Player Profile

CHAT

Q.What are your chat rules?

A.Certain forms and topics of chat are not allowed on PokerStars Play. Chat that is not permitted includes (but is not limited to): Profanity: We do not permit profane, vulgar, racist or abusive/insulting chat in our chat windows. We do have a feature by which certain profane words are asterisked out; a filtered word is one that has been deemed unacceptable on our poker site. Players attempting to bypass the filter may also be subject to a warning or account closure.

Begging/Solicitation: We do not permit players to beg or panhandle for PokerStars Play Chips. No solicitation is permitted in any poker game at any time.

Play Money Chip Sales: Players are not permitted to engage in any discussion regarding the sale of PokerStars Play Chips within our chat facilities. Any such discussion, including the offer to buy or sell PokerStars Play Chips, is grounds for warning or account closure.

Flooding: The sending of multiple and frequent messages to the chat window in order to drown out legitimate chat is forbidden.

Non-English chat: We are aware that our players are from around the world, and that for many of them English is not their first language. However, at this time our policy is that English is the only language allowed to be used in chat.

Q.Can I block someone’s chat?

A.This option is not currently available for PokerStars Play players.

Q.Can I use languages other than English when chatting?

A.We are aware that our players are from around the world, and that for many of them English is not their first language. However, at this time our policy is that English is the only language allowed to be used in chat.

INTER-PLATFORM

Q.I already have a PokerStars account. Do I have to create a new account to play PokerStars Play?

A.There is no need to create a new account as our PokerStars Play will use some of the information registered in your Facebook profile, displaying your first name as your User ID. See the Privacy Policy page for more details.

Q.Can I play simultaneously on PokerStars Play and on the desktop or mobile platform?

A.Yes. Please remember that your PokerStars Play account will remain separate from your PokerStars account created through another platform (desktop client or mobile).

FEEDBACK, IDEAS AND SUGGESTIONS

Q.Where can I send feedback or suggestions?

A. We really appreciate the time players put into providing us with feedback and suggestions to improve our product. Please send your feedback about PokerStars on Facebook to ideas@pokerstars.net and we will be more than happy to review it.

Special Offers

PokerStars has special offers running all year round, offering must-have prizes, seats to the best live events and much more for free.

Special Offers

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