This policy outlines what happens to your funds and any active hands in the event of a disconnection from a ring game. Our goal is to ensure fairness and minimize financial impact when unforeseen technical issues occur.
In the event of a disconnection, any funds currently sitting on the table, but not yet committed to a pot in an active hand, will be returned to your main account balance.
If your disconnection occurs while you are involved in a hand that has not yet concluded our support team will be happy to look into this further.
Information Required: To allow us to quickly and accurately review the hand, please provide the following information when you contact us:
Table Stakes: (e.g., 0.05 Chip /0.10 Chip No-Limit Hold'em)
Your Hole Cards: (e.g., Ace of Spades, King of Hearts)
The Community Cards (if applicable): (e.g., Flop was Jh7s9d)
We may offer compensation for any Chips that were put into the pot up until the exact point of disconnection.
We do not offer compensation for expected value (EV) or expected outcomes for any hands. This means we will not calculate or issue compensation for an amount based on the statistical probability that you would have won the pot had you remained connected (e.g., your "equity" in the pot). Compensation is strictly limited to chips already placed into the pot prior to the disconnection.