.:Sorte Poker:.

FAQ

General
Download
Technical
Play Money
Cashier
Game Play
Tournaments
Chat & Images
Shills & Prop Players
Most Important

General

Q: What are your Terms & Conditons?
A: Here you can read our Terms & Conditions.

Q: How can you ensure the integrity of your games?
A: SortePoker.com makes the security of our games a top priority. We use state-of-the-art technology to ensure the integrity of our games is never compromised. Please visit our INTEGRITY section for full details, and if you have any further questions, feel free to contact us.

Download

Q: I've downloaded the SortePoker.exe file but now I can't find it.
A: On a Windows-based system, click the START menu, select FIND, and then click FILES or FOLDERS. In the NAMED: box, type SortePokerInstall.exe. It will take your computer a few moments to find the file. When it does, double-click the file and the installation process will begin.

Technical

Q: I would like to play under different names, can I have more than one account?
A: No. Each player is only allowed one account.

Q: Can I change my user ID?
A: At present this feature is unavailable. We are working on it, and when it is available, it will be posted here.

Q: I have lost my password!
A: You can reset your password manually by going to the main client window, and clicking on "Lobby" and then on "Login" and then on "Forgot Password". Enter your information and a new password will be emailed to your registered Sorte Poker email address. If you do so, and receive an error message, please email support with your full name and address, as well as your SortePoker user ID and we will help you get back in the game.

Play money

Q: Can I start playing on SortePoker now?
A: Absolutely! Install SortePoker free software. Our simple and easy download will have you playing in just minutes!

Q: How many play-money chips do I start with? What if I run out of chips?
A: You will be given 1,000 play money chips to start. However, if at any time your balance falls below 100 chips, simply click the dealer tray and select "Add More Chips". This "rebuy" feature is intended to replenish the stack of a player who has legitimately lost their entire stack in play. The new 1,000 chips are for the use of that player only. Re-buys acquired for purposes other than this are subject to forfeiture.

Q: How do I recognize the play money tables?
A: The play money tables can be identified by the tables beginning with the word "Fun". They are at the bottom of the tables list. If you do not see them, double check to ensure that you have your client set to show play money tables. To do so, simply click on OPTIONS in your main client window, and ensure that the SHOW PLAY MONEY TABLES option is selected.

Cashier

Q: How do I make a deposit to my account?
A: In order to make a deposit you must first download the SortePoker.com software. For complete step-by-step instructions on downloading and installing SortePoker.com please go to the GETTING STARTED section. You will then need to open your real-money account. After you receive your real-money username and password, you are ready to make a deposit into your SortePoker.com account.

Start the SortePoker.com program, and select the “REAL MONEY MODE option.
Enter your real username and password in the LOGIN window.
Select CASHIER from the lower-left corner of the lobby followed by pressing the DEPOSIT button.
Select your desired deposit method.

Q: What is my CVV code and how do I use it?
A: CVV stands for "Card Verification Value". The CVV code is an additional three-digit security number that is printed (not embossed) on a credit card.

The CVV code can only be found on the card itself and nowhere else, not on your card statements, and the CVV Code is never imprinted on credit card receipts.

This means that the person requesting the transaction must have (or have had) the card in their hands. Requiring that a card transaction is validated with the CVV code provides good protection against fraudulent use of a card number that has been obtained without permission, or that has simply been guessed. It protects you against other people trying to use your card number fraudulently.

The CVV Code is not your PIN number, but a security code designed to verify that you are holding the card.
On a Visa and MasterCard you will find the three-digit CVV code printed on the signature panel on the back of the card immediately after the card's account number, as show in this example.

Q: How much can I deposit to my SortePoker.com account?
A: The following deposit limits apply for each deposit method:

DEPOSIT METHOD	MINIMUM DEPOSIT	MAXIMUM DEPOSIT
Credit Cards	$20	$500
Bank Draft / Personal Check	$50	$5,000
Wire Transfer	$100	NO LIMIT

Q: How long does it take to process my deposit?
A: All credit card deposits take approximately 2-5 minutes to process and funds are made available in your casino account within this time frame.
Wire Transfer deposits take 2 business days to arrive at our bank. Your account will be credited as soon as our bank receives the transfer.

Bank draft / personal check deposits take about a week to reach our offices. It takes additional 10 days for a bank draft to be cleared and about 21 days for a personal check to be cleared. Please note that the first phase of a bank draft / personal check deposit is dependent on regular world wide mail and may vary depending on your location and/or other factors.

Q: Why is my credit card being declined and what can I do?
A: Many banks are adopting a policy against internet gambling, considering it too high risk. You may want to contact your bank regarding their policy on the matter. You may also consider opening a NETeller account. Information on how to do so can be found on the poker transaction methods page.

Q: Is it safe to use my credit card at SortePoker.com?
A: Sure. We use the best available security measures, such as latest firewall technology and RSA encryption to make sure that your information remains 100% secure with us. In fact, using your credit card at the SortePoker.com is much safer than using it at your local department store. For further information, visit our INTEGRITY section.

Q: Can I transfer money to another SortePoker.com user, or receive a transfer from another SortePoker.com user?
A: Yes, you can. The person sending the money has to initiate the transfer. To transfer real money on SortePoker.com, click on REQUESTS > TRANSFER FUNDS in the main client window.

Q: How can I withdraw my winnings?
A: To withdraw money from your SortePoker.com account go to CASHIER and select the WITHDRAW button.
If you have previously made deposit(s) to your account via a credit card, we will attempt to credit funds back to your credit card to the extent allowed by our credit card processing companies. Any amount in excess of the amount credited back to your credit card will be refunded to you using your preferred method of payment; i.e. bank draft or wire transfer. The reason why we sometimes cannot refund your entire winning amount back to your credit card is due to the credit card company's restrictions, and is unfortunately beyond our control.

Our credit card refund policy is the quickest way to pay the winnings. You will not incur any charges for credit card refunds.
All bank drafts will be sent to your billing address, as specified by you during the account registration process, using regular mail. Please make sure that the specified billing address is correct to avoid any delays. If this address had been changed please contact our SUPPORT department at support@PokerOnlineNetwork.com. Please allow up to three weeks for mail delivery. You will not incur any charges for bank draft withdrawals.
If you select wire transfer as the preferred method for withdrawal, you will be asked to fill in your bank account details. You will not incur any charges for wire transfer withdraws.

You can track the status of your withdrawal requests by entering the CASHIER section and selecting the TRANSACTION HISTORY screen. The status column in this screen identifies the status of each transaction.

Q: What is the PENDING WITHDRAWALS screen?
A: Once you make a withdrawal, your withdrawal request will be processed by our financial department. By entering the PENDING WITHRAWALS screen in the withdrawal area of CASHIER you can view the status of your pending withdrawal requests.

Q: I have requested a withdrawal but have changed my mind. How do I cancel a PENDING WITHDRAWAL?
A: Generally, withdrawal requests will be processed 4 business days after you make the request. Your withdrawals will be shown in the PENDING WITHDRAWALS page in WITHDRAWAL area of CASHIER, for about 4 business days from your initial withdrawal request date.

You can cancel withdrawal request as long as they appear in the PENDING WITHDRAWALS screen. If you wish to cancel a withdrawal request during this period, notify us immediately. We can arrange to return the amount back to your SortePoker.com account.

Q: How can I follow-up on my financial transactions?
A: The TRANSACTION HISTORY area within the CASHIER section stores a complete history of all your financial transactions, such as deposits and withdrawals.

We recommend that all of our customers regularly print a copy of their financial transactions and maintain a paper record of such data. Also, it is a good idea to include such things as payment methods, game rules, etc. Keep all such records in an easily accessible place so that you can refer to them at any time.

Game play

Q: What happens if I am disconnected in the middle of a hand?
A: It occasionally occurs that due to reasons beyond our players' control, they are unable to act on their hand in time. At SortePoker, if a player has invested money in a hand and becomes disconnected, he or she will be placed "all-in". A player who is placed "all-in" is treated as though he or she does not have any chips remaining to carry out the hand. The player is still eligible for the portion of the pot to which the player would normally be entitled. All further betting takes place in a side pot, to be contested by the remaining active players. A player is allotted 25 seconds to act in fixed limit games and 35 seconds in big bet games. A warning message is displayed in the chat box when there are 15 seconds left to act. If there was a disconnect and a player returned before the timeout, he or she receives at least 10 seconds to act. If a player failed to act within the allotted time while being connected, the hand is folded by the system.

Q: The game I wish to join is full. What should I do?
A: If a game is full, you can put your name on the Waiting List for that game. When a seat in the game becomes available, the first person on the Waiting List will have the first right of refusal for that seat. The other option you have is to take a seat at an empty table of that limit and game. Often, empty tables fill up quickly once a player takes a seat.

Q: What is the minimum buy-in?
A: The minimum buy-in at all limits is ten times the minimum bet for the game. For example, in a $1/$2 game, the minimum buy-in is $10.

Q: What is a "rake"? How much is the SortePoker.com rake?
A: SortePoker.com is an Internet poker room, not a casino. This means you never play against the house, only other players. SortePoker.com receives compensation by taking a "rake", a small amount from each pot. This rake from the pot never exceeds $3. At the lower limits, SortePoker.com takes a smaller rake.

Please see our Rake page for exact rake information. There is no rake in play money games.

Q: How do I know how much money is in the pot?
A: At any SortePoker.com table, the full amount of the pot, including all current bets, is always displayed numerically above the dealer's tray. Also, at the end of every betting round, all bets are collected in the middle of the table, and converted into higher denomination chips so you can easily see the pot's total value.

Q: Does the software allow me to muck the winning hand?
A: No, it doesn't. If you play your hand to the showdown and you hold the winning hand, it will be always automatically shown. This feature protects you from accidentally mucking a winner.

Q: How do I request a hand history? How many hand histories can I request?
A: Click on the dealer tray and select REQUEST HAND HISTORY. You can request up to your last 200 hands, your hand histories for a period of time, all the hands you played in a tournament, or any specific single hand. Note however that we do not archive play money or freeroll tournament hand histories, and as such, these hands are not available to be requested. You can also request a hand history from the SortePoker.com lobby. From the REQUEST menu, choose HAND HISTORY.

Q: How do I request my play statistics?
A: Click on the dealer tray and select REQUEST STATISTICS. You can request statistics for any number of your most recent hands, or even the all-time statistics for your account! You can also request statistics from the SortePoker.com lobby. From the REQUEST menu, choose STATISTICS.

Q: I see a little "N" underneath some players images... what is this?
A: This indicates that you have made a note about this player in the past, and it is stored for your viewing.

Tournaments

Q: Where can I view upcoming tournaments?
A: You may view upcoming tournaments by selecting "TOURNAMENTS in the SortePoker.com main lobby. You will see all tournaments in progress, recently completed tournaments, and tournaments which begin soon. For more information, highlight any tournament by clicking on it, then select TOURNAMENT LOBBY.

Q: How do I register for a tournament?
A: If a tournament is in the "Registering" state, highlight that tournament by clicking on it, then click on the TOURNAMENT LOBBY button. Once the TOURNAMENT LOBBY screen opens, click on REGISTER.
You will need to log-in if you have not already done so for this session. For more detailed instructions, see TOURNAMENT RULES.

Q: Can I play a side game and a tournament at the same time?
A: Yes, you are welcome to play a side game and a tournament simultaneously. However, in the interest of fairness to all players we ask that you act promptly when it is your turn in either game.

Q: I played a tournament several days ago, and the information is no longer displayed in the lobby. How do I retrieve it?
A: From the REQUESTS menu in the SortePoker.com lobby, choose TOURNAMENT HISTORY. You may select any number of recent tournaments in which you participated, or any specific tournament.

Q: If I am faced with a difficult decision in a tournament, may I "request more time"?
A: All tournament players are given a "time bank" at the beginning of the tournament. If a player needs a longer than normal time to decide on an action, the player can withdraw time from the time bank, which depletes as the player uses it. To use the time bank you should click on the TIME button which appears after you receive the first time warning in the chat window.

Q: What happens if the system crashes in the middle of a tournament?
A: In the event of a server crash, the hands in progress at every table will be restored by rolling back these hands. Each player’s chip count will be reset to the amount at the beginning of the hand. In special circumstances, when it is impossible to restart a tournament after the crash, it will be cancelled and the unclaimed portion of the prize pool will be equally divided among all remaining players.

Q: I qualified for an event that I can no longer play in... What do I do?
A: You Round 2 freeroll event, you also are free to move it to a future week by sending an e-mail to support. If it is a real money buy-in event, you can unregister and receive SortePromo$ instead, which are credits for use to buy in to other SortePoker.com events.

Chat & images

Q: What are your chat rules?
A: We do not permit profane, vulgar, or abusive/insulting chat in our chat windows. We do have a feature by which certain profane words are asterisked out; this filter can obviously be worked around in a variety of ways. If a word is filtered, it is not acceptable on our site, and to work around this filter is grounds for chat revocation.

Q: What should I do if someone is abusing the chat feature?
A: SortePoker does not tolerate abusive or obscene language at the tables. Please report any offensive chat to support@PokerOnlineNetwork.com. We encourage players to help us be our eyes and ears. Although we monitor the tables as much as possible, the cooperation of our players is a critical part of making SortePoker a fun experience for all. Please do not engage in retaliatory chat; this will only likely result in both user's chat being revoked. You can also block an individual player's messages from coming to you by right-clicking on the player's icon and selecting BLOCK CHAT.

Q: Can I use language other than English when chatting at the table?
A: We are aware that our players are from around the world, and that for many of them English is not the first language. However, at this time our policy only allows for English to be spoken at the tables. Italian language support is COMING SOON!

Q: How do I make an image for myself?
A: From the ACCOUNT menu of the SortePoker.com lobby, select SELECT/CHANGE IMAGE. Click on SELECT IMAGE, and pick an image for use from your hard drive. For more information about images, and to find out how to take a picture from the Internet to use as your SortePoker.com image, visit our IMAGES page.

Q: I find the images at the table distracting. How do I turn them off?
A: From the OPTIONS menu of the SortePoker.com lobby, select IMAGES. This will turn off images the next time you join or watch a game. You can turn images back on at any time by selecting IMAGES again and ensuring a check mark is placed beside images. You can also block an individual player's image from view by right-clicking on the player's icon and selecting BLOCK IMAGE.

Q: I don't like my chosen image any more. Can I change it?
A: Yes, you may change your image by selecting SELECT/CHANGE IMAGE from the ACCOUNT menu. However, you can only change your image once, so we recommend that you consider your choice carefully.

Shills & prop players

Q: Does SortePoker.com use props or shills?
A: SortePoker.com does not use any house players or robots. We do not hire any individuals to play on our site. However, SortePoker.com is on a network of poker sites, and some of the other sites on the our network may decide to use shills and/or house players.

Q: Are SortePoker.com employees allowed to play on your site?
A: No. Some sites do this, but we do not.
SortePoker.com employees, consultants, or anyone else who has access to inside information (for example, complete hand histories, playing histories, money transaction histories, and similar) are not allowed to play in money games or tournaments. This is to prevent any potential abuse of inside information at the tables.

Most important

Q: Why should I play at SortePoker.com?
A: We at SortePoker.com are proud of everything we've done to make your poker-playing experience as secure and enjoyable as possible. That means assembling the best team possible in every department, whether it's software and development, customer service, or integrity assurance. But don't take our word for it. Log on for one of our play money games. Join up for one of many freeroll tournaments where we'll be giving away thousands in prize money. You'll find SortePoker.com is going to be THE place to play!

Have a question we haven't covered? Our customer support team is standing by, 24 hours a day. E-mail us at support@PokerOnlineNetwork.com.