Frequently Asked Questions

Account number and/or password?

Contact us and we'll help you out. You will need to confirm the following information in order for us to supply you with a default Cool Hand Poker password:

  • First and last name
  • Email address
  • Telephone number
  • Date of birth
  • Home address
  • The method in which you purchased (if any)
  • The last 4 digits of any credit cards listed (if any)

If you would prefer to retrieve your password on your own, there are 2 ways of doing so:

1) Click on the Forgot Password link on the Login page which pops up when you open your Cool Hand poker software.

or

2) Copy and paste the following link into an internet Browser window:

https://playersupport.coolhandpoker.com

Then click on Reset Your Password. You can also use this link to retrieve your Account Number If you'd like us to provide you with your Account Number, please provide us with all of the following information, just in case any one of these does not retrieve your Account number:

  • First and last name
  • Email address
  • Your Cool Hand Poker alias
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I entered my password and alias. Why can't I enter my account number?

You need your account number and password to open Cool Hand Online Poker's software. Your alias won't help you here.

If you've lost your account number, please email us for help. We'll need the following information:



  • First and last name
  • Email address
  • Telephone number
  • Date of birth
  • Home address
  • The method in which you purchased (if any)
  • The last 4 digits of any credit cards listed (if any)

If you’d prefer to retrieve your account number without having to contact us, then copy and paste the following link into an Internet Browser window:

https://playersupport.coolhandpoker.com

Then click on Retrieve Account Number, fill in your First and Last name and Email Address, and we’ll provide you with your account number accordingly.
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Why does it say I've been locked out?

Email us and request an update on what is happening with your account. There could be several reasons why this has happened. The main reasons are:

You could have incorrectly entered your account number or password more than 3 times. When that happens we temporarily lock your account. This can be fixed very easily. Simply email us for help. We'll need the following information:

  • First and last name
  • Email address
  • Telephone number
  • Date of birth
  • Home address
  • The method in which you purchased (if any)
  • The last 4 digits of any credit cards listed (if any)


Our Processing Department runs random security checks. When this happens, accounts may be locked out in order for you to confirm the details listed on your account. We will require certain documentation for your account to be re-opened:
  • A copy of your valid driver’s license or passport
  • A recent copy of a utility bill confirming your home address (this bill cannot be older than 3 months)


Microgaming Poker locks out accounts due to fraudulent activity. Your alias may be offensive or you may have more than one alias registered on the Microgaming Poker Network.

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How can I update my details?

Easy - simply email us with your new details. Please note, we'll need a copy of a utility bill (not older than 3 months) to update your address details.

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How do I withdraw my winnings?

We use a system known as Source2Source for processing withdrawals. We’ve adopted this system as it ensures that any withdrawals you make always cover any deposits you’ve made with a credit or debit card, first

This is necessary to prevent any security or fraud risk on those cards, and to ensure that, at all times, we get your money back to you in the quickest and easiest way possible

So, if you deposit with any of the following cards…
  • Visa
  • Visa Electron
  • Solo
  • Switch
…then any withdrawals you make will automatically go back to that same card, until the amount of the deposits you’ve made with that card have been matched or equaled by the withdrawals you make.

And you won’t even have to select the card from the list of withdrawal options in our Banking menu. In fact, you won’t even see the card as a selectable withdrawal option, because it will be selected by our system automatically

All you have to do is select one of 2 backup withdrawal options, Check or Direct Bank Transfer, fill in your address or bank details accordingly, and proceed to make your withdrawal

Note:If you deposit with any of the following cards…
  • Mastercard
  • American Express
  • Diners Club
  • Switch

…instead of sending your withdrawal back to those cards, we will automatically send you a Check, as the Payment Processors we use are not able to process withdrawals back to those specific cards

Kindly note that, if you want your withdrawals sent back to a web wallet, we recommend that you only deposit with that web wallet on your poker account

Processing to web wallets is the fastest way of receiving your winnings. Some examples of web wallets available to you are:
  • NETeller, Click2Pay, Moneybookers, ClickandBuy, EcoCard, EziPay, etc

All these transfers take 24 to a maximum of 48 hours to appear in your account once transferred by our Processing Department. Please be advised that you will be required to make at least one minimum deposit with any web wallet, before you will be able to withdraw to it.
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Why does my money stay in a pending status for 24 hours before it is processed?

We offer our poker players the option to reverse their winnings back into their poker account. That's why we leave your money in a pending status for 24 hours so you are not inconvenienced by making another deposit.

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How do I put some of my pending poker winnings back into my account?

If your withdrawal is still within the 24 hour pending period before it is transferred by our Processing Department, you will have the option to reverse your withdrawal via the Banking Menu.

Should the 24 hour reversal period have passed, all you need to do is contact us via email and this will be done for you. Please note, we can only do this if we have not already processed your winnings back to your withdrawal option.
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Why have I not received my money yet?

If you have completed the withdrawal process and you still haven’t received your winnings, please contact us for further information. The delay could be caused by incorrect payment information supplied to us or if we have previously requested documentation from you that hasn’t been returned.

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How do I sign up for a Sit and Go or MTT Poker Tournament?

To play at our tournaments, all you have to do is:

  • Login to the Cool Hand Online Poker software
  • Click on Sit and Go Tournaments or Multi-Table Tournaments
  • Click on All, or select your choice of tournament from the dropdown menus, double click on the Name of the tournament, then click on Join to register

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Where do I find out about the different tournaments?

Login to your Cool Hand Online Poker software and click on the relevant tournament. The right hand side of the software screen will display the poker tournament details. The information will include when the tournament starts; the breakdown of the prize pool and the buy-in.


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My chat was disabled. How do I reactivate it?

Please send us an email telling us why your chat was disabled and an apology (if required) stating that it will not happen again. Microgaming Poker locks you out of the chat option if you speak in a language other than English, if you use vulgar or abusive language towards other players and if you are caught colluding.

If you do not know the reason for your chat being blocked, then contact us and we’ll find out why

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How do I check the poker hands that I played?

To confirm what you and the other poker players at the table had for a specific hand, you can log into PlayCheck. This option can be found in the software under the My Account Tab. Just click on View my game history once you access this tab, then select Poker Playcheck.

There is a search option which searches by Play Type, Table Type, Game or Game Number. There is also a date range, up to a maximum of 60 days, which you can use.

You can view the following information in PlayCheck:


  • The date and time the hand was played
  • The transaction and game number
  • The type of table and table name
  • The amount you contributed (and or won) in the hand
  • Your balance at the end of the hand

If you click on the relevant hand, it will open up and show you the cards you and the other players were dealt and who won the pot.

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How do I play in a Freeroll?

Taking part in a Freeroll is easy! Just double click the Freeroll you’re interested in to open up the Registration page, then click Join to Register for it


The only time you won’t be able to join a Freeroll, is if the Registration has not yet opened for it. If you ever have any issues trying to join a Freeroll, please contact our support team for assistance.

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What is a rake or a raked hand?

This is the amount Cool Hand Online Poker takes for facilitating the game between players. Our variable rake structure is 5% of the pot size to a max of $3.00. A hand is considered a raked hand when a player is dealt cards in a hand and the pot is raked a minimum of 25c.

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Where can I find out more about the game and tournament rules?

You can find this in the poker software by clicking on the Help button. There are various tabs in this Help section which will provide you with all the information you need, and especially game and tournament rules

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How do I earn Bonus Points?

You will earn:

- 1 point for every €1 raked on Cash Tables in your poker software.
- 1 point for every €1 in Tournament fees paid.
- 1 points for every €100 wagered on Casino Games

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How do I deposit money into my Cool Hand Online Poker account?

Login to the poker software, click on Bank and then select the Deposit option of your choice. All deposits are immediately reflected in your account, with exception to Direct Bank Transfer, which takes between 3 – 5 days to be processed. The options available to you are:

  • Ukash
  • Instadebit
  • Direct Bank Transfer (takes about 3 – 5 days for the funds to appear in your poker account)
  • EntroPay
  • ClickandBuy
  • EZIPay
  • paysafecard
  • NETeller
  • Click2Pay
  • Visa/MasterCard/Diner's Club cards
  • UseMyBank
  • Moneybookers
  • EcoCard
  • Delta


TIP: We recommend that you use our web wallets like NETeller and Click2Pay, or the Moneybookers mechanism so that when you withdraw, your money is processed more efficiently.

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Why was my credit/debit card rejected?

Unfortunately due to new banking legislation some credit card companies do not allow credit/debit card deposits to be completed. In cases like these we offer our players the option to open a web wallet such as MoneyBookers or NETeller. This will ensure that your deposit will not be rejected.

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Why is my deposit not reflecting?

You can contact us via email or chat in order to resolve this. If it is a web wallet (e.g. eCheck, NETeller, FirePay etc) deposit, we would need to know the amount you deposited as well as a transaction number so that we can locate the deposit and have it credited to your account. If it is a credit/debit card deposit, we would need a transaction statement from your bank reflecting the amount.

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How do I select a new alias?

If this is the very first time you’re registering an account with our poker room, simply select any available alias.
If you already have an alias with another poker room on the Microgaming Poker Network, when you register
an account with our poker room, you can use your existing Network alias, or you can choose to have a new one with our poker room if you like.

If you already have an account with us, but you have not used it at all for 180 days (6 months) or more, your alias will expire, in which case, you simply log into the software again and select a new alias for yourself.

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I can’t register a Cool Hand Online Poker account. Is this because my spouse already has an account?

You are only allowed to register one Cool Hand Poker account per computer, per household. You will not be able to register an account for yourself, if anyone else in your household has already registered an account for themselves, even if you do have more than one computer.

What we suggest you do is, register an account from any other computer outside your household (friend, family, internet café, etc.), selecting your own personal username, password and alias. Once you have these details, you will then be able to login and play on the Cool Hand Poker software on your computer at home.

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I tried to login but the software just hangs!

When this happens, please contact us via email. We could possibly be experiencing some technical difficulties and can provide you with more information and a time frame by when it will be resolved by Microgaming Poker.

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Why does the poker software keep disconnecting?

If you are being disconnected from the software, this could mean that your internet connection to the poker gaming server is poor. What we suggest is that you try playing at a different time when there are not as many people logged onto your Internet Service Provider.

It could also be caused by downloading big files, e.g. movies. Try to pause the download until you have finished playing.

If you contact us via email, we will be able to confirm this for you, or let you know if there is a technical issue on our side.

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A member of The Palace Group that is managed by Bayton Ltd (C41970) a Maltese registered company with registered address at Villa Seminia, 8, Sir Temi Zammit Avenue, Ta Xbiex XBX1011.
Bayton Ltd is authorized and licensed by the Malta Gaming Authority.
Licence Numbers MGA/CL1/376/2007 (issued: 30th December, 2014) and MGA/CL3/376/2007 (issued: 30th December, 2014).