| Question |
Answer |
| How
can I check a player's balance when s/he is
not logged in? |
You
must log into BOS to see a players balance. |
| Why can't I use
my Golden Palace Account to fund my Poker
Account? |
At present,
these are all separate Cash accounts, they
are not linked in any way. If you
would like, you may 'withdraw' from your
Golden Palace account then deposit into your
Poker Account. |
| My
balance appears to have changed from one
session to the next. |
Players
with non-US Dollar account may report
balance change if they are looking at US
Dollar from one session to next. This is due
to monthly FX rate change. For example, from
Jan to Feb, the dollar went up relative to
the pound. This caused balances stated
in Dollars to grow relative to prior month. |
| I
have seen an error of $0.01 on movement of
funds to and from the cage. Why? |
If
you have an account based in a currency
other than US Dollars, your funds are
converted at a fixed exchange rate.
This requires use of fractions and may
result in a rounding error of 1
cent. Depending on the amount you
transfer, and the exchange rate in force,
you may see this error work in your favor,
or against you. Over the long run,
this evens out. |
| Can
I cashout (cashin) to my NETeller account? |
At
the present time we cannot support NETeller.
|
| I
tried to buy more chips but was told I had
reached my limit. What's that about? |
We
have a policy of setting credit card
purchase limits of $500/day, $1000/week, and
$1500/month on all new players. This
is one of many methods used to combat
fraudulent credit card usage. We
review all accounts on a periodic basis and
raise limits where appropriate. |
| Do
I have to have a credit card to play? |
No.
VCI accepts select debit cards, and by prior
arrangement will accept wire transfers and
bank cheques. |
| What
is the minimum chip value I can purchase? |
We
offer the Internet's only micro-stakes
poker. The current minimum purchase is
�10. |
| Is
there a transaction charge for switch
debits/credits? |
No. |
| I
just cashed out. How do I get paid? |
When
the customer requests a payment through the
client- if they have a debit card
payment is automatically made to that card,
if they have more than one debit card it is
unclear, at the moment, which one is used (Tommy
Cooper is trying to find out).
If they do not have a debit card an e-mail
is generated and our staff make the payment
manually, using the following criteria - If
they have a credit card it will be made to
that card (we cannot pay to Mastercard
though), with more than 1 credit card
registered we e-mail them asking which card
they would like to use. If they have no
cards registered we would e-mail them asking
which method they would prefer, telegraphic
transfer (�15 charge), or cheque (sterling
- free, US$ - free, Euro - to Ireland is
free, to the rest of Europe is �50
equivalent. So much for a common currency).
|
| How
long does a check take to be delivered
(Canada) |
As
it depends on the international post we
normally state 10 to 14 working days.
There is a charge associated with cancelling
cheques |
| What
do I tell a player who reports money seems
missing, or doesn't seem to have followed
the player after the player left a table?
I
won money in a tournament but it's not in my
account.
I won
money in a tournament but I can't see my
balance.
I was at a
table, and now I can't see my money in my
cage account.
|
When
a player leaves a table, the chips are
queued for return to BOS. If a player
does not explicitly stand up from the table,
the player may remain at the table for a
period of time before being picked up.
Only when picked up will money be queued for
return.
If BOS is not available when
the poker server tries to return money or if
the player's cage account is closed, the
funds get "stuck" in the
return queue.
Chips for
deposit to BOS are put in a queue. The
queue is processed and if the transfer to
BOS fails, the transaction is retried every
few seconds. After a while, the poker
server "gives up" and marks the
transaction as "timed out" and
gives up. The funds are not lost ...
they are just parked.
If BOS has
not been down recently, this
is indicative of a closed BOS account.
VCI CSRs should check BOS. CWG CSRs
should contact the on-duty VCI CSR to check
BOS.
Normally,
this happens when VCI Security closes an
account while a player is at a table, or in
a tournament.
When this
happens, and you have confirmed the account
was indeed closed, one of a couple things
might happen. You might learn that the
player has another active account. In
that case, send a request to Dan with
necessary details, asking the deposit be
re-routed. Or, the player's account
was only suspended and once it is reopened,
let Dan know so the transaction can be reset
from "I give up" state to
"new transaction" state. Expect
this may take a couple days from the
request, on average. to be done. Or,
the player has been "booted"
forever, in which case, let Dan know and the
stuck transaction will be handled.
Now, if
BOS has been down recently, it is possible
the transaction timed out before BOS was
brought back on line. In this case,
you should let Dan know so that any
transactions in this category can be
reset. Again, this may take a day or
two, depending on when Dan is notified.
|
| Please
increase my daily/weekly/monthly limit. |
Please
send your request, including your screen
name, to: [email protected] |
| Unable
to contact financial institution? |
This error is issued when the poker server is not able to connect via the API to the cage/cashier ... applies to both Victor Chandler and Poker Blasters. If a player reports this message, it is wise to confirm that the cage is up. Then ask the player to try again. If there are large numbers of such reports and the cage is confirmed to be up and running, escalate to Tribeca. |
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