FAQ's
- General poker account questions
- Poker Withdrawal questions
- Poker game play questions
- Poker Alias/Account registration questions
- Poker Deposit questions
- Why does my Poker Account say that I am locked out? E-mail our 24/7 Poker Support Team and request an update on what is happening with your account. There are many reasons for this, the main ones being:
- It could be that you have incorrectly typed your account number or password more than 3 times - when that happens we temporarily lock your account. This however can be fixed very easily by e-mailing support with the following information: First and last name; e-mail 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 whereby 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)
- Prima Poker lock out accounts due to fraudulent activity; your alias may be offensive or you have more than one alias registered on the Prima Poker Network.
- How can I change my e-mail address/home address/telephone number? You can change your e-mail address and telephone number by e-mailing our 24/7 Poker Support Team with your new details. Before we can change your home address, we will require a copy of a utility bill (not older than 3 months) confirming your new address.
- How do I withdraw my winnings from my Poker Account? 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. We process your poker winnings to your bank account; we send you a check; we send it to a web wallet (e.g. Click2Pay). To withdraw your funds, you need to login to your account and click on "Bank" and 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 our Players are:
- Web wallets - such as 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
- 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 should they not want to be inconvenienced by making another deposit into their account.
- 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 e-mail and this will be done for you ASAP if we have not already processed your winnings back to your withdrawal option.
- 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.
- How do I sign up for a Sit & Go or Multi-Table poker tournament? To play at our tournaments, all you have to do is:
- Login to the software
- Click on Sit & Go tournaments or Multi-Table Tournaments
- Click on All and then select a poker tournament you would like to play in
- Where do I find information about the different Multi-Table poker tournaments? This can be found in the software when you click on the relevant tournament. The right hand side will display the poker tournament details for you e.g. when the tournament starts; the breakdown of the prize pool and the buy-in.
- My chat was disabled, how do I get it re-activated? Please send us an e-mail telling us why your chat was disabled and an apology (if required) stating that it will not happen again. Prima 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 coffee housing.
- 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.
- How do I play in the $1,000 Poker Freerolls that take place? There are two types of Freerolls, one that requires 100 raked hands in the last 24 hours to qualify, or the second one that has no requirements. To check on your qualifying raked hands for the first $1,000 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"
What is a rake/raked hand in poker? This is the amount River Belle Online Poker takes for facilitating the game between Players on its service. 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.
Note: Raked hands are accumulated during non-tournament games. Raked hands qualify you to enter certain tournaments, such as Freeroll Tournaments.
- Where do I find out the Rules about Poker games and tournaments? 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.
Poker Deposit questions:
- How do I deposit money into my 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:
- Click2Pay
- Visa/MasterCard/Diner's Club cards
- UseMyBank
- Moneybookers
- EcoCard
- Delta
TIP: we recommend that you use our web wallets like Click2Pay, so that when you withdraw, your money is processed more efficiently.
- My credit/debit card deposit was rejected? Why did this happen and how else can I deposit money into my poker account? 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 Click2Pay whereby your deposit will not be rejected.
- I made a deposit into my poker account and the money is not reflecting. Why? You can contact us via e-mail in order to resolve this. If it is a web wallet (e.g. Click2Pay) 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.
- I played on the Prima Poker Network years ago but it's not allowing me to register a new alias. Why not? You are only allowed one alias on the Prima Poker Network across all Poker Rooms. Therefore if you registered the alias "KingPoker" at Lucky Nugget Poker Room two years ago, you're going to have use the same alias and e-mail address to register an account at River Belle Online Poker.
For Players that registered accounts before September 1, 2005 you were provided a with verification code (e.g. EG5d6S) whereby 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 e-mailed to the original e-mail address used on your first Prima Poker account. Once you have it, login to the software and complete our current "Secret Question" process whereby you will not need a code - however you will have to remember the answer to the secret question you selected to be asked.
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 e-mail to verify your details. Either way, once you have completed one of these two processes you should be able to login to your account.
Should you experience any difficulty with either one of these processes, please contact us via e-mail.
- My spouse registered an account with River Belle Online Poker and now I'm trying to, but it won't let me. You are only allowed to register one alias per computer, therefore you would need to complete the account registration part of the process whereby you receive a "trbr" account number. Once you have done that, you would need to complete the alias registration process at another computer. If you don't have access to another computer, please contact us via email with your "trbr" account number and we will assist you in registering an alias.
- I tried to login to my poker account but the software won't let me, it just hangs! When this happens to you, please contact us via e-mail as 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 Prima Poker.
- When I am playing poker, the software keeps on disconnecting me. Why is that? 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. Please contact us however via e-mail and we will confirm this for you, or let you know if there is a technical issue on our side.
General poker account questions:
Poker Withdrawal questions:
Poker game play questions:
Poker Alias/Account registration questions:
24/7 Support: support@riverbellepoker.com
