About PokerMatch

Frequently Asked Questions

Account

  1. How to create an account?
  2. What should I do to play for real money?
  3. How do I change my password?
  4. Can I have more than one pokermatch.com account?

Software

  1. What are the minimum requirements for your software?
  2. Do I need to go to the pokermatch.com website every time I want to play?
  3. What can I do if I am unable to download the set-up file from the website?
  4. I am unable to install the application, what should I do?
  5. What if I have connection problems after an upgrade?

Security

  1. What is a cards generation process? Is the «board» (all the table cards) already set at the pre-flop stage?
  2. Where do I report if I find an error, bug, or am confident that any player/team of players are scammers?
  3. Error in PokerMatch 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.
  4. Is the voluntarily self-exclusion option (Responsible Gaming) available?
  5. My account got blocked. Why? What am I supposed to do now?

General questions

  1. Is it possible for two people to play from the same computer?
  2. Is it possible to change the currency type in «Cashier» section?
  3. Is it possible to block my account and create a new one with different parameters upon my request?.
  4. Do you support Holdem Manager and Poker Tracker?
  5. What is a Bad Beat Jackpot, could you explain it in simple words?
  6. In the chat a player writes obscenities and abusive messages. What should I do?
  7. The chat is unavailable. What is the reason?

Flash version

  1. Which features are available in pokermatch.com flash version?
  2. What are the minimum requirements?
  3. I clicked on the Instant Play link, but the software doesn’t load

Mobile Version

  1. Which features are available in pokermatch.com mobile version?
  2. What are the minimum requirements?
  3. Will the app be updated even though it’s not in the Google Play store?
  4. Can I make a withdrawal or deposit funds in the mobile app?
  5. Are there any extra costs for playing poker on my mobile?
  6. Should I play through Wi-Fi or 3G?

How to get the client logs

  1. What is log
  2. Windows Client
  3. Mac Client
  4. Android Client 
  5. How to contact PokerMatch support service? 

Account

How to create an account?

To create account, press «registration» button on the main page. Remember, you have to pass verification, by sending copy of your ID card or passport to address [email protected], also by confirming your e-mail address. Otherwise, you won’t be able to participate in different promotions and get bonuses. If you have any problems with software installation or launch, please contact us on [email protected]

What should I do to play for real money?

Just click on the 'Deposit» button at the top of the Lobby screen from the downloaded client, or from the header on the pokermatch.com website once you have logged in, and choose the appropriate deposit option to add funds to your account to start playing with real money.

How do I change my password?

You can change your password simply from your account profile pages. All you need to do is to log in the website and click the «My Profile». Select «Change Password» option from below.

Can I have more than one pokermatch.com account?

No. For security reasons you are only permitted to have one pokermatch.com account. If you have more than one pokermatch.com account, please contact us immediately to have the accounts merged. Failure to do so may result in closure of your pokermatch.com account and forfeiture of your account balances.

Software

What are the minimum requirements for your software?

Software minimum requirements:

 OS

 Windows Vista; Windows 7; Windows 8;   Windows 8.1

 Processor

 Pentium, 2400 MHz and up

 Memory

 512 MB and up

 Video Card

 GeForce 5200, 256MB

 Hard Disk Drive

 100 MB

 Resolution

 1024x768 and more

In case of problems with software installation contact us via [email protected] .

In e-mail mention your username, model of your PC or mobile device, version of OS, and detailed description of problem, with screenshots, if possible.

Do I need to go to the pokermatch.com website every time I want to play?

No. Just double-click on the pokermatch.com icon on your desktop and it will automatically connect your PC to pokermatch.com. Enter your account name and password and click on «Log in» to start playing.

What can I do if I am unable to download the set-up file from the website?

Please check if you have enough disk space on your computer to save the set-up file, and make sure you are connected to the internet. Also, make sure you have the necessary privileges to download files from the internet onto your computer. Log in to the administrator profile and then attempt to download the set-up file. Also make sure your internet connection is stable throughout the download process If the download process is interrupted for any reason, please delete the set-up file you have partially downloaded and then begin the download process again.

I am unable to install the application, what should I do?

Make sure you have enough disk space on your computer to install the application. Ensure you have the necessary privileges to install applications on your computer. You need administrative privileges to install our software on your computer (log in as admin rather than as a guest user). Note that you can create a new profile with installation rights if you are logged in to the administrative profile on your computer.

What if I have connection problems after an upgrade?

Firewalls will sometimes fail to recognize upgraded pokermatch.com products, and block them. Open your firewall and ensure that pokermatch.com software is allowed access.

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.pokermatch.com. Thank you for your help!

Error in PokerMatch 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, PokerMatch 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 PokerMatch 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 PokerMatch 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 «Cashier» 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. PokerMatch 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 deuces and your opponent beats you, since he has a straight flush (or any other hand that is more powerful than a quad of deuces). 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

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.

Flash version

Which features are available in pokermatch.com flash version?

In flash version of pokermatch.com are available all features of Desktop Software.

What are the 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 and up

 Resolution

 800x600 and up

 Javascript

 Enabled

 Pop-up windows

 Enabled

 Cookies

 Enabled

 Adobe Flash Player version

 10.0 and up

I clicked on the Instant Play link, but the software doesn’t load

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 pokermatch.com mobile version?

In mobile version of pokermatch.com are available all features of Desktop Software.

What are the minimum requirements?

 OS

 Android 2.3.3 and up

 Processor

 ARM v7 and up

 Frequency

 1 GHz

 RAM

 1 GB

 Resolution

 800x480 and up

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

Yes, the app checks for updates at every startup 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, the cashier is available 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. Your network operator may charge you for using data. The cost of data can vary – contact your wireless operator for details.

Should I play through Wi-Fi or 3G?

When possible, play through Wi-Fi for a faster connection.

How to get the client logs

What is log

Logs are files containing records of events in a chronological order (special files in which certain user or program actions are recorded). Review of data from error logs after a problem has occured often allows to identify its cause.

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». 

Next, describe the problem in detail and click «send».

Logs are sent.

Android Client

How to contact PokerMatch support service?

Support service of Pokermatch always pleased to help you in 24/7. Contact us by e-mail, phone and by live-chat on the site. 

Tel: 0 800 757575

E-mail: [email protected]