About PokerDom

Frequently Asked Questions

Creating an account

How to create an account?

What is a nickname?

What should I enter in the “Enter your e-mail” field?

What kind of a password should I use?

How do I change my password?

Which currency should I choose when creating an account? What does it mean?

Do I have to accept terms and conditions?

What is a promo-code, do I have to enter it and where can I find it?

Why do I have to enter 4 digits from an image to complete my registration?

How to verify my e-mail address? Is it necessary?

What is identity verification?

Can I have more than one PokerDom account?

 

Software

What devices and platforms can be used to play on PokerDom?

What are the minimum requirements for your software?

Do I need to visit PokerDom.com website every time I want to play?

What should I do if I cannot download the setup file from the website?

I cannot install the application, what should I do?

What if I still have connection problems after system update?

What features are available in PokerDom.com flash version?

Why should I use instant play option to play on PokerDom.com?

What are the flash version minimum requirements?

I clicked on the Instant Play link, but the software doesn’t load. What should I do?

Which features are available in PokerDom.com mobile version?

What are the minimum requirements for Android?

How to download the app for Android?

How to download an application for iPhone?

Will the app be updated even though it’s not in the Google Play store?

Can I make a withdrawal or deposit funds in the mobile app?

Are there any extra costs for playing poker on my mobile?

Should I play through Wi-Fi or 3G?

 

Game for real money

How to play for real money?

Why can’t I play for real money?

What is a Tournament Money (TM)?

Where can I read poker rules and learn the combinations?

Is there a Bad Beat jackpot on PokerDom?

 

Deposits

How to make a deposit?

What is the minimum deposit amount?

Is it safe to keep money on PokerDom account?

The bank declines my card deposit. What should I do?

The money left the payment system, but did not enter my PokerDom account. What should I do?

Can I make a deposit using PokerDom mobile application?

Is there a first deposit bonus on PokerDom?

How do I get my first deposit bonus?

How the bonus is credited to the account?

How much time do I have to collect my bonus?

Are there any additional terms to receive the first deposit bonus?

I made the first deposit, but it was less than 500 RUB ($10 or €10). Now I have learned that when you make your first deposit starting from 500 RUB, you are given a 100% bonus. If I make a deposit of 500 RUB, will I get a first deposit bonus?

 

Receiving your winnings

How can I get my winnings?

What payment systems can I use to receive my winnings?

What is the minimum amount to receive my winnings?

Why was my withdrawal request declined?

What are the one-time maximum withdrawal limits?

Does PokerDom support money withdrawals to MasterCard cards?

How long does it take to withdraw funds?

Can I transfer my money to another poker-room player?

Does poker room charge me any fee for making deposits and fund withdrawals?

When I make a deposit, will it be converted into another currency?

If I made a deposit, why do I have to generate 20% of the rake to get my money back?

Does the rule of 20% apply to my winnings?

What should I do to get the money I won in freerolls?

 

Player reward system

Is there a program to encourage active PokerDom players?

How does the player reward program work?

What are the VIP-levels in PokerDom?

How to gain a VIP-level?

How many points do I need to collect for each VIP-level?

How long can a player hold each Vip-level?

What is the reward for each Vip-level expressed as percentage?

What is a rake?

Can I buy PokerDom merchandise and clothes for my VIP-points?

If I do not collect the amount of VIP-points necessary to upgrade to the next VIP-status during the calendar quarter, will my points be reset at the beginning of the next one?

If I spend my VIP-points to upgrade to the next VIP-status, do I have to collect them again from scratch?

 

Variety of PokerDom games

What games can I play on PokerDom?

Does PokerDom hold any tournaments?

What are the stakes in PokerDom cash games?

Are there large-scale tournament series on PokerDom?

Are there any big promotion campaigns on PokerDom?

 

Security

What is a cards generation process? Is the “board” (all the table cards) already set at the pre-flop stage?

Where do I report if I find an error, bug, or am confident that any player/team of players are scammers?

Error in Pokerdom software. I bet on the flop. The next player is disconnected from the Internet and is given extra time for his turn. He does not reconnect into the game in time, but still without making a call continues to participate in the hand, with a note "All-in" on his avatar.

Is the voluntarily self-exclusion option (Responsible Gaming) available?

My account got blocked. Why? What am I supposed to do now?

 

General questions

Is it possible for two people to play from the same computer?

Is it possible to change the currency type in “Cash” section?

Is it possible to block my account and create a new one with different parameters upon my request?

Do you support Holdem Manager and Poker Tracker?

What is a Bad Beat Jackpot, could you explain it in simple words?

I have seen players whose VIP-status (number of stars) is not displayed, but could not find this option in the settings. Could you please advice on how to hide the stars?

In the chat a player writes obscenities and abusive messages. What should I do?

The chat is unavailable. What is the reason?

 

How to get the client logs

Windows Client

Mac Client

Android Client

How to contact PokerDom support service?

 

Creating an account

 

How to create an account?

 

To create an account, click the red “Registration” button in the upper right corner of the site. According to the user agreement, which you accept at registration, a player is allowed to have only one account. Enter your real personal data, because an identity proof is required to claim your winnings. This is a very quick process.

 

What is a nickname?

 

This is your player name, which will be visible to all competitors during the game. Choose your nickname responsibly, because it cannot be changed in the future.

 

What should I enter in the Enter your e-mail” field?

 

In this field you must enter your e-mail address, which you will be using to receive newsletters from PokerDom. Make sure your e-mail box is accepting e-mails and you have access to it. After completing your account registration, you will need to log in to your e-mail account, open a letter from PokerDom and click on a link to verify your e-mail address.

 

What kind of a password should I use?

 

Starting from the first minute, we strongly recommend you to use a strong password combination of letters and numbers to protect your account. Recommended password length starts from 8 characters. You can change your password in the future.

 

How do I change my password?

 

You can change your password in your account section on the poker-room web page. To do this, you should access your personal data by clicking “My Account” button, then select “Change Password” option from below.

 

Which currency should I choose when creating an account? What does it mean?

 

Choosing a currency when creating an account is a very responsible decision. This will be your poker room transaction currency. You will receive your winnings in the same currency. Choose the currency you use to keep your money. For example, if your money is kept in rubles, choose RUB currency; if in dollars choose USD; if in euros choose EUR. Currency is selected only once, it cannot be changed in the future. If your account currency differs from the currency of a table which you want to join, an automatic money conversion applies and you will be able to play freely. After the game ends, there will be a reverse automatic money conversion. No commission is charged for this procedure.

 

Do I have to accept terms and conditions?

 

Yes, this is an indispensable condition for creating an account. You do not have to accept to receive bulk e-mails and SMS, but we recommend you to keep this option checked to keep abreast of the latest poker-room news and promotions.

 

What is a promo-code, do I have to enter it and where can I find it?

 

A promo-code is a special promotion code, which is provided by our partners, poker information sites. It is not necessary to enter a promo-code, when creating a PokerDom account. You can leave this field empty.

 

Why do I have to enter 4 digits from an image to complete my registration?

 

This is called Captcha it is a bot protection protocol. By entering these numbers in a special field you confirm that you are not a bot.

 

How to verify my e-mail address? Is it necessary?

 

Yes, this is an indispensable procedure. After e-mail confirmation you will become a fully legitimate PokerDom player with the capability to participate in all games, make deposits and withdraw winnings. To confirm your e-mail you need to follow the link that you will receive in an automatically generated letter after your account registration. The link is valid only for 24 hours.

 

What is identity verification?

 

Identity verification is the process of verifying your personal data that you provided when creating your account. To confirm your identity, you need to send a copy of your identity card to the address [email protected] This process is completely confidential. PokerDom does not transfer your data to third parties and safely stores it.

 

Can I have more than one PokerDom account?

 

No, you may create only one account with your complete real data. Creation of additional accounts is forbidden by poker-room rules. In case of this rule violation, your account may be blocked forever.



Software

 

What devices and platforms can be used to play on PokerDom?

 

You can play on PokerDom using the following platforms: downloadable versions of the software for Windows and Mac, flash browser version and mobile applications for Android and IOS. In order to have the best experience during the game, we recommend you to use the latest downloadable version for Windows or Mac.

What are the minimum requirements for your software?

  • Downloadable client:

OS

Windows Vista; Windows 7; Windows 8; Windows 8.1; Windows 10

Processor

Pentium 4, 2400 MHz or better

Memory

512 MB or better

Video Card

GeForce 5200, 256MB

Hard Disc Drive

100 MB

Resolution

1024x768 or better

If you experience any problems during software installation, contact us via e-mail: [email protected] Make sure your e-mail contains your username, PC or mobile device model, OS version and a detailed problem description, with attached screenshots if possible..

Do I need to visit PokerDom.com website every time I want to play?

No. Just double-click on the PokerDom.com icon on your desktop and it will automatically take you to a gaming client. Enter your login, password and click 'Log in' to start playing.

What should I do if I cannot download the setup file from the website?

Please check if you have enough disk space on your computer to save the setup file and make sure you have established an internet connection. Also, make sure you have the administrator permissions to download files from internet onto your computer. Log in using the administrator profile and then try to download the setup file. Also make sure you have a permanent internet connection during the download process. If a download process is aborted for any reason, please delete the incomplete setup file and then start a download process again.

I cannot install the application, what should I do?

Make sure you have enough disk space on your computer to install the application. Make sure you have the necessary permissions to install applications on your computer. You need administrator permission to install our software on your computer (log in as an administrator instead of a guest user). Note that you can create a new user profile with rights for installation if you are logged in as the administrator on your computer.

What if I still have connection problems after system update?

Firewalls sometimes do not recognize updates of third party software and block them. Open your firewall and make sure that PokerDom.com software access is permitted.

 

  • Flash Version

What features are available in PokerDom.com flash version?

All the software features are available in PokerDom.com flash version.

Why should I use instant play option to play on PokerDom.com?

You can go to the PokerDom.com flash version and play directly from the browser without having to download or install anything, which means that you can get an instant access to the game from any computer.

What are the flash version minimum requirements?

OS

Windows Vista; Windows 7; Windows 8; Windows 8.1; Mac OS; Mac OS X.

Browser

IE 7; Mozilla Firefox 5; Google Chrome 10.0; Opera 9; Safari 5 or newer

Resolution

800x600 or better

Javascript

Enabled

Pop-up wndows

Enabled

Cookies

Enabled

Adobe Flash Player version

10.0 or newer

 

I clicked on the Instant Play link, but the software doesn’t load. What should I do?

Make sure that Adobe Flash Player is installed and updated on your PC. Also, check your browser settings. You must have JavaScript and Pop-up Windows enabled.

  • Mobile version

Which features are available in PokerDom.com mobile version?

All features of PokerDom.com are available in the mobile version.

What are the minimum requirements for Android?

OS

Android 2.3.3 or newer

Processor

ARM v7 or better

Frequency

1 GHz

RAM

1 GB

Resolution

800x480 or better

 

How to download the app for Android?

Open PokerDom main page on your mobile device and click "Download".

How to download an application for iPhone?

 

Go to AppStore from your phone and search for PD Club, download and install the application.

Will the app be updated even though it’s not in the Google Play store?

Yes, the app checks for updates at every launch and will notify you when one is available. Non-market downloads must be enabled for the update to download.

Can I make a withdrawal or deposit funds in the mobile app?

Yes, your cash balance can be accessed directly via our mobile app.

Are there any extra costs for playing poker on my mobile?

We do not charge you for playing poker on your mobile app, it’s totally free. Although, your mobile service provider may charge you for data transfer. Contact your mobile service provider for details.

Should I play through Wi-Fi or 3G?

We recommend that you should play through Wi-Fi when possible, to ensure a faster connection to the poker-room gaming server.

 

Game for real money

How to play for real money? 

 

Any player can play for real money. To play for real money at PokerDom room you must create an account on the PokerDom official website and make a deposit of any size.

 

Why can’t I play for real money? 

 

If a cash section or an option to play for real money does not display, you may have probably registered an account on a free version of the site to play for virtual money. To start playing for real money, please go to poker room official website via the following link and create an account to play for real money.

 

What is a Tournament Money (TM)?

 

It is the internal poker room currency, which can be used to pay for tournament participation. TM balance can be checked in the lobby by clicking on the "CASH" tab. Tournament money can be accrued in RUB, USD and EUR. There is neither an option to convert TM into other TM-currencies nor into real money. You can only use TM for tournament buy-ins and only if the buy-in currency matches the one of your TM. Currently, you can earn TM in special PokerDom promotions, as well as in satellites to major tournaments in case you cancel a registration for a chosen tournament. After cancelling your registration you will receive the amount equivalent to the tournament buy-in on your account.

 

Where can I read poker rules and learn the combinations?

 

You can read the rules of all poker games available on PokerDom on the following link. 

 

Is there a Bad Beat jackpot on PokerDom?

 

Yes, there is a Bad Beat jackpot in our poker-room. You can find the promotion terms on the following link.

 

Deposits

 

How to make a deposit?

 

To make a deposit, log in to your poker-room account and select section “CASH” - “Deposit”. You can use various options to make a deposit:

  • Visa and Mastercard credit cards

  • QIWI

  • Alpha-click

  • Yandex money

  • Sberbank Online

  • Webmoney

  • Skrill

  • Neteller

  • Promsvyazbank

  • Moneta.ru

  • Interkassa

  • Wallet One

 

What is the minimum deposit amount?

 

The minimum deposit amount in rubles is 400 RUB. In USD it is $5, in EUR it is €5.

 

Is it safe to keep money on PokerDom account?

 

Our company has a business license to run such operations. All your money is securely stored on separate accounts; you can withdraw your funds at any time.

 

The bank declines my card deposit. What should I do?

 

Some banks do not allow using their cards to make deposits in order to gamble on gaming sites. In such cases, we recommend to use an alternative payment system.

 

The money left the payment system, but did not enter my PokerDom account. What should I do?

 

In most cases, all deposits are received instantly. If your deposit did not hit the account within an hour, please contact our customer support at [email protected]

 

Can I make a deposit using PokerDom mobile application?

 

Yes, you can. You will be redirected to the poker-room site to complete the transaction.

 

Is there a first deposit bonus on PokerDom?

 

Yes, PokerDom offers players a generous first deposit bonus up to 160,000 RUB ($2,500/€2,000).

 

How do I get my first deposit bonus?

 

To receive a first deposit bonus, you need to make a deposit in the amount of 500 RUB or $10/€10. The bonus is automatically activated when the deposit is made, no promotional codes are needed.

 

How the bonus is credited to the account?

 

To receive the bonus on your gaming balance, you must generate a rake twice the bonus amount. The full bonus amount is credited to your account at once as soon as the conditions are met.

 

How much time do I have to collect my bonus?

 

Your bonus is valid for 90 days. If you do not win the bonus in time, it will become void.

 

Are there any additional terms to receive the first deposit bonus?

 

To activate the first deposit bonus, your e-mail address must be verified prior to making your first deposit. Players who have made a first deposit without e-mail address verification will not be eligible for the first deposit bonus.

 

I made the first deposit, but it was less than 500 RUB ($10 or €10). Now I have learned that when you make your first deposit starting from 500 RUB, you are given a 100% bonus. If I make a deposit of 500 RUB, will I get a first deposit bonus? 

 

In this case, you are not eligible for the first deposit bonus, as it will not be your first deposit.

 

 

Receiving your winnings

 

How can I get my winnings? 

 

It is very easy to receive your winnings on PokerDom. Log in to your poker-room account, go to the tab “CASH” - “Withdraw”, choose the option of how you would like to receive your winnings, enter the amount and click the “Withdraw” button. You can also go to your cash balance from the poker-room gaming client, to do so press the button “CASH” - “Withdraw money”.

 

What payment systems can I use to receive my winnings? 

 

You can only use the payment system you used to make the deposit. This is a mandatory condition determined by our poker-room business license. For example, if you have already made a deposit using you bank card, you can receive your winnings on the same card.

 

What is the minimum amount to receive my winnings? 

 

Each of the payment systems has the following minimal limits for funds withdrawal: 500 RUB, $10 or €10.

 

Why was my withdrawal request declined?

 

According to our poker-room operating license, we must make sure that the chosen payment system account really belongs to the player whose details are indicated in the profile. If you have not yet verified your payment system account, you will have to do it only once, and in the future you will not have to do it again. In the case your withdrawal request is declined, you will receive an e-mail to the address you registered in the poker-room. The email will inform you about the reasons for declining your money withdrawal and conditions that must be met. If you do not receive such an e-mail for a long time, please feel free to contact our customer support at [email protected] or online chat website. 

 

 What are the one-time maximum withdrawal limits? 

 

  • Webmoney - 300,000 RUB, $5,000 or €5,000

  • YandexMoney - 15,000 RUB, $250 or €210
  • Moneta.ru - 15,000 RUB, $250 or €210
  • Qiwi - 15,000 RUB, $220 or €200
  • SMS - 5,000 RUB, $90 or €70
  • Alfa-Click - 2,000,000 RUB, $40,000 or €30,000
  • Interkassa - 500,000 RUB, $10,000 or €10,000
  • Bank cards - 15,000 RUB, $250 or €210
  • Skrill - 50,000 RUB, $1,000 or €1,000
  • Neteller - 50,000 RUB, $1,000 or €1,000
  • Sberbank-Online - 500,000 RUB, $8,000 or €7,000
  • Promsvyazbank -Online - 2,000,000 RUB, $2,000 or €2,000

 

Does PokerDom support money withdrawals to MasterCard cards?

 

Yes, PokerDom is one of the few poker-rooms where you can make withdrawals to MasterCard.

 

How long does it take to withdraw funds? 

 

It takes less than one minute for money transfer to hit cards issued by the banks of central Russia and up to one hour for those of the Russian Far East. For other bank cards it may take from 7 to 14 business days before the funds are received. Transfers to electronic payment systems enter within 24 hours. The above indicates withdrawal times after the payment is processed. Before the money is sent to your payment system, your request is examined by our security service. The procedure may take up to 24 hours.

 

Can I transfer my money to another poker-room player?

 

Yes, you can. PokerDom offers an option of internal transfers between players.

 

Does poker room charge me any fee for making deposits and fund withdrawals?

 

The poker-room does not charge any commission when you make deposits and withdrawals without your consent. However, according to our user agreement, you must generate at least 20% of the rake of the deposit amount to withdraw funds with no commission. If you do not want to wager this amount, you can agree on a 10% commission.

 

When I make a deposit, will it be converted into another currency? 

 

If you chose USD or EUR as your account currency and make a deposit in USD or EUR respectively, conversion will neither take place at the time of making deposit nor withdrawal. However, if your gaming account currency is set for RUB, and you make a deposit from a RUB payment system, a currency conversion will take place in the bank, because all payment transactions in banks are processed in foreign currency. If you make a RUB transaction using QIWI, Webmoney or YandexMoney payment systems, there will be no currency conversion. It applies only to bank transactions.

 

If I made a deposit, why do I have to generate 20% of the rake to get my money back?

 

This information is available on the website in the section “Terms and Conditions”, paragraph 2.4.8.   This regulation is imposed in order to protect the room from money laundering through our accounts and wallets. For example: “A player makes a deposit and, without any gaming, immediately transfers it on another account.” Our company pays a certain percentage for each transaction to a processing center. It is also important to know that a fee is only charged in case a player agrees to withdraw funds with a 10% commission. According to our statistics there are no more than 0.01% of such players. In fact the majority of users easily generates the 20%, and then makes withdrawals.

 

Does the rule of 20% apply to my winnings?

 

No, it does not apply. No winnings in tournaments or cash games are subject to commissions. The rule of 20% only applies to deposits

 

What should I do to get the money I won in freerolls? 

You have to make a deposit of any size to the poker-room, to document your payments method account you will use to get your winnings. You also have to complete your profile and verify your account. After that you will be able to withdraw winnings with a deposit.

 

Players reward system

 

Is there a program to encourage active PokerDom players?

 

Yes, PokerDom encourages all players. Poker-room loyalty program contains several VIP-statuses and gives the ability to exchange PokerDom player’s points for real money.

 

How does the player reward program work?

 

Every time you play a tournament for real money or a cash game in our poker-room, you get special player points, which can later be exchanged for real money. This is your additional reward, which can be immediately withdrawn to your bank account or payment system! Player can convert his VIP-points into real money at any time. The exchange rate of VIP-points for real money is 10 VIP-points = 1 RUB. Minimum exchange amount is 2,500 points (250 RUB). Also, these VIP-points can be used as a tournament buy-in or for purchasing in PokerDom online store. Each VIP-level has its specific criteria for awarding points. The higher your level, the faster you earn points.

 

  • Crystal – 0.5 VIP-point for rake of 1 RUB.
  • Pearl - 1 VIP-point for rake of 1 RUB.
  • Topaz - 1.5 VIP-points for rake of 1 RUB.
  • Alexandrite - 2 VIP-points for rake of 1 RUB.
  • Emerald - 2.5 VIP-points for rake of 1 RUB.
  • Ruby - 3 of VIP-points for rake of 1 RUB.
  • Sapphire - 3.5 VIP-points for rake of 1 RUB.
  • Diamond - 4 VIP-points for rake of 1 RUB.

 

What are the VIP-levels in PokerDom?

 

There are 8 Vip-levels in PokerDom: Crystal, Pearl, Topaz, Alexandrite, Emerald, Ruby, Sapphire and Diamond.

 

How to gain a VIP-level? 

 

Immediately after you register, you will be granted a Crystal VIP-level and will instantly become a member of the PokerDom player reward program. The more you play, the higher your VIP-level. The higher your VIP-level, the bigger your reward based on the player reward program! All levels are assigned to the player according to the amount of points a player has earned.

 

How many points do I need to collect for each VIP-level?

 

 

How long can a player hold each Vip-level?

 

Each VIP-level holds for 3 months. All periods are calendar. Every three successive months make one calendar quarter of a year. For example, you have achieved an "Emerald" VIP level in the first quarter (January, February or March). From that moment you already hold this status during the first quarter and you have to prove it by the end of the second quarter (April, May or June).

 

What is the reward for each Vip-level expressed as percentage?

 

 

What is a rake?

 

A rake is a commission that poker-room imposes on every buy-in or pot in a cash game. Commission is charged automatically, no actions are required on your part. As you can see, through PokerDom loyalty program, you can get back up to 35% of the commission charged.

 

Can I buy PokerDom merchandise and clothes for my VIP-points?

 

You can purchase any product in the store, using the players points. To go to the PokerDom store, follow this link.

 

If I do not collect the amount of VIP-points necessary to upgrade to the next VIP-status during the calendar quarter, will my points be reset at the beginning of the next one?

 

Your points will remain on your balance, and you can exchange them into money (get a rakeback). Regarding the new VIP-status, you will have to start collecting VIP-points from the very beginning.

 

If I spend my VIP-points to upgrade to the next VIP-status, do I have to collect them again from scratch?

 

You can exchange them. To upgrade to the next level, you need to earn a certain number of points according to upgrade terms. The points you spent are also counted in the total amount of points earned during a month.



Variety of PokerDom games

 

What games can I play on PokerDom?

 

In our poker-room you can play classic Texas Holdem (No Limit, Limit and Pot Limit), Omaha and Omaha High-Low (No Limit, Limit and Pot Limit), 7-Card Stud, 32 Card Draw, Americana and Chinese Poker.

 

Does PokerDom hold any tournaments?

 

Yes, PokerDom has a wide variety of tournaments with buy-ins of all levels. From free tournaments where you can win real money, to tournaments with high buy-ins.

 

What are the stakes in PokerDom cash games? 

 

You can play cash games on PokerDom with the stakes from 1/2 to 2,000 / 4,000 RUB. Also stakes in USD range from $0.02 / $0.04 to $25 / $50 and in EUR from €0.02 / €0.04 to €20 / €40.

 

Are there large-scale tournament series on PokerDom?

 

Yes, PokerDom holds large-scale tournaments. One of the major poker-room tournaments is called Sunday Chance, it is held on Sundays with a prize fund of 1,000,000 RUB.

 

Are there any big promotion campaigns on PokerDom?

 

 

Each month the poker-room holds promo campaigns with significant prizes: lottery, rake races and various competitions with big prize pools.

 

Security

 

What is a cards generation process? Is the “board” (all the table cards) already set at the pre-flop stage? 

 

Cards are dealt randomly on every street (Flop, Turn and River) and are not set at the pre-flop stage.

 

Where do I report if I find an error, bug, or am confident that any player/team of players are scammers?

 

You can contact [email protected] or online chat on www.PokerDOM.com. Thank you for your help!

 

Error in Pokerdom software. I bet on the flop. The next player is disconnected from the Internet and is given extra time for his turn. He does not reconnect into the game in time, but still without making a call continues to participate in the hand, with a note All-in on his avatar. 

 

On our site we have implemented a Disconnect protection system to protect player funds in case of internet connection failure. This feature is available to players once a day (24 hours). And it triggers automatically.   In case of a connection failure a player plays for the amount that he had already added to the main pot before he was disconnected. A player’s avatar displays “All-in” in this case. The distribution result is calculated as if the user went “All-in” and had zero stakes. This feature is very helpful in those regions where internet connection is unstable and it is not possible to quickly re-enter the game. If you see a player use this feature every day and you suspect malice in his actions, you can contact the customer support and report the player’s nickname. We will investigate this user’s hands. In case an evidence of abuse is found, PokerDom reserves the right to deny this user’s access to this feature.  

 

Is the voluntarily self-exclusion option (Responsible Gaming) available?

 

To use this feature please contact technical support (via online chat or e-mail directly to [email protected]). If you started to feel obsessed with the game or it began to have an adverse impact on your life, you can voluntarily exclude yourself from the game for a certain period of time or permanently.  



My account got blocked. Why? What am I supposed to do now?

 

First of all, check your email (including “Spam” folder). In most cases, Security Service sends a notification to your e-mail. You can also contact technical support to find out the reason why your account was blocked. Account lock-out takes place in case of gross Pokerdom rules violations or during an inspection of an account/user for fraud. The scam may be run by a single user, or a group of individuals against Pokerdom and (or) other players. After the investigation, the account may be unblocked in case the player's guilt was not proven or doubtful.   We hope for your understanding. Security and fair play on our website is our top priority.  



General questions

 

Is it possible for two people to play from the same computer?

It is possible, but only under the condition that both accounts are verified, and the players play in turns. Otherwise, it may be considered as multiaccounting or teamplay.

 

Is it possible to change the currency type in “Cash” section?

 

It is not possible to change your account currency.

 

Is it possible to block my account and create a new one with different parameters upon my request?

 

It is possible in very rare cases that include good reasons to change your account.

 

Do you support Holdem Manager and Poker Tracker? 

 

At the moment we do not support software for statistics collection. Pokerdom Administration opposes the use of applications that can give one player an advantage over others. This Includes helping users determine “characteristics” of their opponents. We recommend using notes and color markers.   

 

What is a Bad Beat Jackpot, could you explain it in simple words? 

 

For example, you have a quad of sevens and your opponent beats you, since he has a straight flush (or any other hand that is more powerful than a quad of sevens). If you are playing at a table with a Bad Beat jackpot, a jackpot will be drawn. Please note that a Bad Beat jackpot is drawn in case several important conditions are met, you can learn about them on this page.

 

I have seen players whose VIP-status (number of stars) is not displayed, but could not find this option in the settings. Could you please advice on how to hide the stars? 

 

  1. Click on the stars over a CASH section in the lobby.

  2. A new window will appear.

  3. In the left bottom corner there will be a switch to show or hide the status.

 

In the chat a player writes obscenities and abusive messages. What should I do?


You should contact the customer support. Report the offender’s nickname, time (number of hand or table) or provide a screenshot that confirms the violation. A technical support manager will check the chat log and if a violation took place he will block the chat for the reported user. For the first time the chat will be blocked temporarily, depending on the "gravity". In case of a second abuse the chat for the offender will be blocked permanently.

 

The chat is unavailable. What is the reason?

 

Your access to the chat may have been blocked due to a complaint by another player of your messages with obscene language. If you are confident that is not the case, please contact our technical support for additional information. 

 

 

How to get the client logs

 

Windows Client

 

You have to enter the boot version of the client and press F5. The following window will appear:

 

 

Next, mark Also, “for the period” and pick a date when there was a problem, mark “DxDiag” and “Texture Map” (All buttons should be marked). Then click OK. After a few seconds the program will create a log and the following window will appear:

 

 

We are interested in the highlighted file; you have to send it to us.

 

Mac Client

 

You have to enter the boot version of the client and press key combination shift + ctrl + L (English keyboard layout must be enabled). In Mac, in many cases, “ctrl key stands for “command. The following window will appear:

 

 

Next, describe the problem in detail and click “send”

 

 

Logs are sent.


Android client

 



 



 

How to contact PokerDom support service

 

  • Via e-mail [email protected]

  • Via website online-chat
  • Toll free numbers
  • + 78007756471*, *Free calls from all fixed and mobile numbers. (Only within Russian Federation borders)
  • 8 820 0011 02 49*, *Free calls from all fixed numbers. Calls from mobile numbers unavailable.
  • + 77172727585*, Support for users in Kazakhstan, *Calls are billed based on the local operators rates
  • +778003332648, *Free calls from all fixed numbers. Calls from mobile numbers unavailable
  • PokerDom support service operates around the clock