Technical Issues
Game Fairness
Can I get technical help?
One of our top priorities is to make sure that our members
are well looked after. We offer 24 hour technical support, 7
days a week. If you are having any technical problems please
contact us toll-free via the following mediums:
TECHNICAL HELP
Phone: 1-888-685-7619
E-mail: support
MARKETING / CUSTOMER CARE / BANKING
Please call 1-800-996-5152 or e-mail us at: Cashier
What do I need to use the software?
To enter the sportsbook, you need to use a either Netscape
4.0 or higher, Microsoft Explorer 4.0 or higher, or WebTv
To access the casino you must have either Windows 95 or
NT. Sorry, currently there is not a version available for
the Macintosh However, Mac users can still use the
sportsbook and play our online Java games.
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What Do I do If I Get Disconnected?
If you happen to be in the middle of a game and you
get disconnected for some reason, there is no need to panic.
The exact state of your game will have been saved when you
return to the software or website and you can continue
exactly from where you left off. This only applies if you
are in the middle of a game or placing a wager. We want you
to be protected from any accidental monetary loss.
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The screen flashes black and then
disconnects
You need to remove old files from your computer. Use
the search program from your start menu to search for all
files labeled *.tmp under the c:\ directory and all
subdirectories. Highlight all the files and delete these
temporary files from the system. If you get a prompt telling
you that a particular file is a program file, choose 'skip
file'
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I can't get past the firewall
Many people connect at work using their network, some of which contain firewalls. The port numbers are 1113 for the live casino games, and 1111 for the downloadable casino.
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I am using AOL and cannot connect
For AOL users (or any other online services) they must have
TCP/IP installed. They must contact AOL and get them to do
it.
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The game froze, what do I do?
The game may freeze and you cannot do anything or
the game kicks you out. Be patient, if the game does not
start again then to get out of a frozen game, hit ALT-TAB.
Than will take you back to the operating system. Then hit
CTRL-ALT-DEL and end the casino task. Your game will be held
in a suspended state until you logon again.
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How Are the Odds Created for the Casino
Games?
The odds for both real money and playing for fun modes are
created by a random number generator which comes that
resides on our server. For all card-based games, the deck or
decks of cards are shuffled prior to each hand being dealt.
These odds are audited by a third party to ensure they are
being created in a fair and random manner.
All odds of the casino are in conformity with Nevada
Gaming Standards, unless otherwise stated.
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How do you prove your random number
generator is unbiased?
We are constantly being tested by independent third parties
for fairness and randomness. We are audited by one of the
top 5 accounting firms in the world. We are a public company
who has to file all of our records with the SEC. We also
have a top quality Quality Assurance team constantly testing
our games.
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Can you benefit from a biased random
number generator?
No. We can not benefit from a biased generator. If there was
a bias, customers would have the ability to see patterns and
trends and then use it to their advantage. Our generator is
fair for all.
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Can there be bugs in the software and
what if I lose money as a result of a bug?
It is unlikely but still possible. If you do come across a
problem, we have 24 hour phone and e-mail support. If you
have any concern about the rules, implementation, or
consistency of any game please contact our Customer
Service/Technical Support. If the problem cannot be
immediately solved, the case will be investigated using the
game logs of the server and if something is found to be
wrong, our development team will assess the problem and fix
it.
If you lose money as a result of a bug, an investigation
will commence and if our results show that there was a
problem, your money for the bet will be refunded
immediately.
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