Frequently Asked Questions
Need answers to your questions? Browse our handy FAQ guide and
you'll find everything you need to know.
Who Owns Us?
We are part of Belle Rock Entertainment - a super-group of online gaming brands.
CoolHandPoker.com is owned and operated by Tower Rock Ltd t/a Belle Rock Entertainment, a wholly owned subsidiary of
Carmen Media Group Ltd. Tower Tock Ltd is a company incorporated and registered in Gibraltar and based at Suite 651,
Europort, Gibraltar. We are proud to operate under one of the very few licenses granted by the Government of Gibraltar.
For more information on Carmen Media, please visit www.carmenmedia.com
To find out more about our gaming licenses, please visit www.gibraltar.gov.gi
What happens if I forget my 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 your Poker Account details:
- 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)
Still need help? Contact our 24/7 Poker Support Team.
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)
Still need help? Contact our 24/7 Poker Support Team.
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 mains 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.
Still need help? Contact our 24/7 Poker Support Team.
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.
Still need help? Contact our 24/7 Poker Support Team.
How do I withdraw my winnings?
There are so many easy and efficient ways to receive your money. Unfortunately due to new banking legislation we cannot refund to any credit or debit cards used on your account.
What we can do is:
- Process your poker winnings to your bank account
- Send you a check
- Credit your winnings to a web wallet (e.g. NETeller or FirePay).
To withdraw your funds, you need to login to your account and click on "Bank". Then select the Withdrawal option. Follow the easy instructions for the request to be completed.
Processing to web wallets is the fastest way of receiving your winnings. The options available to you are:
- eCheck - A new and seamless payment solution for you. All you have to do is register your banking details in the secure software at the poker room. There are no fees and no registration process involved.
- Web wallets - such as FirePay; NETeller and Click2Pay. All these transfers take 24 to a maximum of 48 hours to appear in your account once transferred by our Processing Department.
- ACH transfer – US bank accounts only. This process takes 3-5 business days for the amount to reflect in your account. (TIP: We recommend you use one of our electronic wallets in order to receive your withdrawal within 0-24 hours of being processed).
- Check
- Regular mail which takes up to 21 days
- Speedmail which costs $7, £7 or €7 and takes 5-8 business days
- Courier mail which costs $35, £35 or €35 and takes 3-5 business days
Still need help? Contact our 24/7 Poker Support Team.
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.
Still need help? Contact our 24/7 Poker Support Team.
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.
Still need help? Contact our 24/7 Poker Support Team.
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.
Still need help? Contact our 24/7 Poker Support Team.
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 and then select a poker tournament you would like to take part in.
Still need help? Contact our 24/7 Poker Support Team.
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 will display the poker tournament details. The information will include when the tournament starts; the breakdown of the prize pool and the buy-in.
Still need help? Contact our 24/7 Poker Support Team.
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.
Still need help? Contact our 24/7 Poker Support Team.
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 Menu Tab. 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 21 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.
Still need help? Contact our 24/7 Poker Support Team.
How do I play in a Freeroll?
There are two types of Freerolls, one that requires 1 raked hand in the last 24 hours to qualify, (you may even get extra chips to play with if you have raked a certain number of hands) and one that has no qualification requirements. To check on your qualifying raked hands for the first Freeroll, you can login to the software and:
- Click on Menu
- Click on Raked hands
- Click on Submit for the second option which is "Current Freeroll Raked Hands".
Still need help? Contact our 24/7 Poker Support Team.
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.
Still need help? Contact our 24/7 Poker Support Team.
Where can I find out more about the game and tournament rules?
You can find this in the poker software by clicking on the Menu option and then on Help. There will be a tab called "Rules" where you can view all the relevant information.
Still need help? Contact our 24/7 Poker Support Team.
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. All deposits are immediately reflected in your account. The options available to you are:
- eCheck
- 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 eCheck mechanism so that when you withdraw, your money is processed more efficiently.
Still need help? Contact our 24/7 Poker Support Team.
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 eCheck or NETeller. This will ensure that your deposit will not be rejected.
Still need help? Contact our 24/7 Poker Support Team.
Why is my deposit not reflecting?
You can contact us via email 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 list from your bank reflecting the amount.
Still need help? Contact our 24/7 Poker Support Team.
Why can I not register a new alias?
You are only allowed one alias on the Microgaming Poker Network across all poker rooms. Therefore if you registered the alias "KingPoker" at Lucky Nugget or River Belle Poker Room (or any other other Microgaming Poker Room) two years ago, you’re going to have to use the same alias and email address to register an account at Cool Hand Online Poker.
For players that registered accounts before September 1, 2005 you were provided a with verification code (e.g. EG5d6S). You would need this code in order to complete the alias registration process and access your account.
If you do not have this code, login to your poker account and follow the "Lost Verification Code" process. The code will be emailed to the original email address used on your first Microgaming Poker account.
Once you have it, login to the software and complete our current "Secret Question" process. You will have to remember the answer to the secret question you selected.
For new players that used our "Secret Question" process, when you login the software will give you the option to answer your secret question, or we can send you an email to verify your details. Either way, once you have completed one of these two processes you should be able to login to your account.
Still need help? Contact our 24/7 Poker Support Team.
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 alias per computer. So, if your spouse has registered an account and alias on your computer, you won’t be able to register another alias on the same one.
What we suggest is, complete the account registration part of the process and receive a “chp00000000r” account number. Once you have done that, complete the alias registration process at another computer. If you don’t have access to another computer, please contact us via email with your “chp00000000r” account number and we will assist you in registering an alias.
Still need help? Contact our 24/7 Poker Support Team.
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.
Still need help? Contact our 24/7 Poker Support Team.
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.
Still need help? Contact our 24/7 Poker Support Team.