FREQUENTLY ASKED QUESTIONS

## What network is HeroPoker on?

HeroPoker is a
stand-alone network using the Microgaming Poker platform. Currently there is
Hold’em and Omaha offered for both Cash Games, Sit&Gos and Tournaments, for
free play or real money.

## What do I need in order to play?

Simply download the
poker client, register and that’s it! If you’d like to play for real money, then
once you’ve registered, click on the “cashier” and deposit function and follow
the instructions of where and how you can deposit. Once you have downloaded the
software you can start to look around the lobby and even click on game tables
to view the action!

## How do I join a game?

Simply go to the
poker lobby and pick what type of game you’d like to join, whether it be a
tournament or cash game, and simply double click on the game from the lobby and
then double click on an “empty seat”. Once you join, you will have an option of
how much you’d like to sit down with at the table with or how you’d like to
“buy in” i.e. cash or VIP experience points or tournament tickets.

## How can I withdraw money?

Please see the
withdraw page in “My Account”

## Can I have more than one HeroPoker account?

Absolutely not.
Those players who have multi-accounts will be asked to simply keep one. In the
case where a player has played on all accounts and there is evidence of
cheating, fraud, chip dumping, collusion or any type of unfair advantage, that
player’s account will be terminated and all player funds in those accounts will
be confiscated.

== Can I join Hero Poker if I live outside the
Philippines or am not an OFW? ==
No. At the moment
Hero Poker is only offered in the Philippines or to those with Philippines
residence and Citizenship.

## Are there rules about nicknames and avatars?

There are no rules
about the nicknames and avatars unless it is blatantly offensive, in which case
you will be asked to change it. Once you pick your nickname, it cannot be
changed. The avatars go through an approval process that may take up to 36
hours.

## Can I play for both real and play money?

Yes, you have the
option to play for real or play money. For play money visit our free play
tables.

## What the heck is “Blaze Poker”?

Blaze Poker is
basically Hold’em poker except that instead of waiting for the next hand, after
you have folded, you can move to a new table and new hand right away. Just
click on “Quick fold” and off you go!

## How does a new game start?

As soon as 2 active
players (anyone who is shown as “away” is considered inactive) are seated at
the table the game will start in 30 seconds.

## Can I change seats in a poker game?

No, but you can
rejoin the table and get a new seat. But keep in mind that if there is waiting
list, then you may not be able to rejoin right away.

== In a Scheduled tournament, how can I find which
table I am at? ==
If you are in the
game lobby for a multi-table at start time you will be taken automatically to
the table.

If this does not occur,
or if you are not in the lobby at start time please highlight the tourney name
in the lobby then click on the “go to tournament” tab followed by the “tourney
info” tab. Here you will see a list of all players in the tournament. Go to the
game lobby and click on the relevant table to join the game.

== What do I do if I registered for a tournament in
the past but forgot to play? ==
Unfortunately there
is nothing that can be done. If you register for a tournament the buy-in goes
towards the pot and hence the winning places.

What should I do if
I registered for a tournament in the past but the tournament had already
started when I logged on?

Until you log on,
your hands shall be check/folded, while you pay any blind charges that pass. As
soon as you log on, you shall be sent to the table where your player is sat. If
you are not placed automatically, please find the tourney name in the lobby
then click on the tournament. Here you will see a list of all players in the
tournament. Go to the game lobby and click on the relevant table to join the
game.

== I was registered for a tournament that was
cancelled before it started, what happens to my entry fee? ==
In the event that a
tournament is cancelled before it has started there will be no effect on your
account. This is because the entry fee is not deducted from the tournament
until you have actually participated.

== What happens if a tournament is cancelled during
play? ==
There will be two
options for compensation of Rollback and Payout. Depending on the circumstances
and timing of the cancellation one of these two methods will be used. The
Rollback method will normally be used when the cancellation is made in the
first half hour of a tournament and the Payout method when the cancellation is
made later in the tournament. The rollback gives all players; even the players
who already were eliminated from the tournament, their money back (fees + prize
pool contribution).

The Payout method
will divide the prize pool through these three steps:

All remaining
players will receive the amount that should have been paid to the next person
out of the tournament (if this amount is zero then the buy in amount is paid
instead).

50% of the remaining
prize pool is distributed equally between the remaining players.

The remaining prize
pool is distributed in proportion to the chip count at the time of the
cancellation.

Besides these three
steps, all remaining players will also get their entry fee paid back.

Players that have
already received a prize will keep their prizes.

A terminated
Sit&Go tournament will always result in a prize pool payout.

### What is rake?

The Rake is an
amount of money taken by the House from all players as a payment for hosting
the games.

The rake structure
is based on stakes and game type and will also vary depending on the number of
players.

### How do I earn points?

Every 1$ rake you
leave will earn you 200 VIP Experience Points. Since your account is in
Philippine Pesos, the VIP experience points will be earned in relation to the
PHP equivalent of $1 of rake .

You can see the
up-to-date Player Points you will earn per 1$ PHP equivalent rake in HeroPoker
“My Account” top right menu option.

### What is a 1st time deposit bonus?

Whenever you do a
first time deposit, you can get up to 100% of your initial bonus amount given
to you as a “pending bonus”. Meaning that as you play, you’ll get your bonus
awarded to you in cash in increments.

### What is a reload bonus?

The reload bonus is
the same as a 1st time bonus deposit except that you can get up to 75% of your
initial bonus amount and it will only be available during special promotions.

=== How do I activate my bonuses, can I have more than
one bonus at a time? ===
They are
automatically activated. You can have as many bonuses as you like, but they
will be earned in chronological order, meaning that you will have to clear each
of them one at a time.

### What happens if I’m disconnected while playing?

If you get
disconnected during play the software will attempt to reconnect you
automatically and return you back to your seat.

If you do not act
when it is your turn while still in the pot you will be marked away thus check
if possible and fold to any bet.

In the unfortunate
event in which you cannot act due to a disconnection you might get treated as “Artificial
all-in”, which means that you will be marked as all-in as if you have run out
of chips when you placed your last bet/called and thus only be eligible for the
pot up to the point when you last invested money. Please note that “Artificial
all-ins” only can occur in Fixed Limit cash games and not in any other betting
types (Pot Limit, No Limit etc) or in tournaments.

What should I do if
I lose my connection in the middle of a tournament?

Try to log back on
again as soon as possible. You will still be seated at your table and will be
check/folded until you return. The game runs on autopilot until you logon
again. Artificial all-ins do not occur in tournaments.

=== My tournament table froze but I can’t sit back
into the game? ===
It is not uncommon
when you are timed out and your session expired. The important thing is to
rejoin the tournament quickly. Quickly close the game window (table) and
restart the lobby (game client). You can then rejoin the tournament while our
system checks/folds your hands for you. You do not lose anything except the
blinds when it’s your turn to post them.

Why does the game
keep saying “The server does not respond” when I try to log in from my office?

You are probably
sitting behind a so-called “firewall”. It’s a safety measure that protects your
company’s network from unauthorized access. Among other things, it limits the
communication with the outside world to a few standard channels — and the
HeroPoker client-server solution may not be on the approved list.

Support Help

Who can I email if I
need some help? Is email the only way?

Currently email is
the only way, but we have gone to great lengths to ensure that the response
time will continue to improve on a month on month basis.

support@heropoker.net