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FAQ (Frequently Asked Questions)

By following the links below you will find our Frequently Asked Questions. If this does not answer your question, please contact our customer support.

When you play in any real money Cash Games, Sit & Go's or Multi-Table Tournaments, you're rewarded with Player Points and will earn your bonus money by accumulating these while clearing your bonus rollover requirements.

Our bonuses have the following play-through requirements:

For every 150 Player Points that you accumulate, you'll earn $1 of your bonus money. Once you've earned $10 worth of bonus money by accumulated 1,500 Player Points, the funds are removed from your Pending Bonus account and added to your regular balance.

You have 90 days to earn out your initial deposit bonus, after which it expires. For reload bonuses, the play through and other terms may be different. Always check the specific terms and conditions for each bonus.

Player points are earned by playing at real money Cash Game tables, Sit & Go's and Multi-Table Tournaments. Every time a flop is seen in a cash game Player points are earned if you are involved in the hand. 

The following are the earn rates for Player Points:

  • Ring Games: Earn 1 Player points for every $0.10 of rake contributed to the raked pot. Fractional points are also awarded; so if a player contributed $0.75 in rake, the player would receive 7.5 points.
  •  
  • Sit & Go and Multi-Table Tournaments: For every $0.10 paid in Sit & Go and Multi-Table Tournaments fees, you will receive 1 Player Points.
  • Player Points are used as a promotional tool to clear bonuses and track promotions. There is no dollar value associated with Player Points.

We have a wide array of payment methods to suit your needs. To view our entire list of depositing options click here.

Satellites awarding entry coupons will automatically register the recipients of the coupons into the next available tournament, provided that registration is still open. This includes tournaments that are still in late registration.

If you are unable to play in that tournament you can de-register provided the tournament hasn't started. The coupon will remain in your account for use at a later time.

Disconnection protection is not available for any Single-Table (Sit & Go) or Multi-Table tournaments. Players will be folded if they lose connection and blinds will be automatically paid until they return.

For Ring Games (Cash Games), if disconnected while involved in a hand, a player will have an additional 30 seconds to reconnect and make his action with the exception that when a pot is larger than 100 times the big bind, this reconnection time is increased to 60 seconds.

All Players must accept the risk of disconnection. If a disconnection occurs, connect/log on and continue playing as soon as possible. At no time will CarbonPoker assume responsibility for disconnections or disconnected players, regardless of the cause. Contact your ISP for advice on how to help limit the risk of disconnection.

CarbonPoker reserves the right to change and modify this policy and make final decisions on all matters herein at its sole discretion. Any policy changes and relevant information will be communicated through CarbonPoker (electronic and/or written).

The following terms and conditions describe the rules and procedures that regulate all players' rights in regards to disconnection and game cancellation:

Ring Game Disconnection Policy

We do not allow players to be afforded all-in disconnection for ring games. However, in the event that a player loses his/her Internet connection while involved in a pot, the player will have a time allowance of 30 seconds to reconnect and resume the game.

This time allowance will be increased to 60 seconds if the pot is worth more than 100 times of the big blind.

All players must accept the risk of disconnection. If a disconnection occurs, quickly connect and log on to continue playing as soon as possible.

At no time will we assume responsibility for disconnections or disconnected players, regardless of cause. To help limit the risk of possible disconnections contact your ISP for advice.

We reserve the right to change and modify this policy and make final decisions on all matters herein at our sole discretion.

Tournament Game Disconnect Policy

During Single-Table (Sit & Go) and Multi-Table tournaments, you will be folded if you lose your connection and your blinds will be paid until you return.

Refunds for poker tournaments will only be issued if a problem with the tournament is identified by the Poker Network and is found to have been a result of a technical fault or error.

We reserve the right to change and modify this policy and make final decisions on all matters herein at our sole discretion.

Game Cancellation Policy

Single-Table Tournaments (Sit & Go)

If a Single-Table Tournament is cancelled for technical reasons:

Players who were eliminated prior to cancellation will not be refunded in any way and will not receive any prizepool dividends.

Players that were active in the tournament at the time of cancellation will receive:

  • The entry fee refunded
  • The buy-in refunded from the prizepool
  • If the guarantee was exceeded or prizes had been paid, a share of the remainder of the prizepool: 50% distributed equally and 50% distributed based on stack size at time of shutdown
  • If the guarantee was not met and prizes had not been paid, a share of the sum of an adjusted prizepool containing all non-refunded buyins, rebuys and addons: 50% distributed equally and 50% distributed based on stack size at time of shutdown

We reserve the right to change and modify this policy and make final decisions on all matters herein at our sole discretion.

Multi-Table Tournaments

If a Multi-Table Tournament is cancelled for technical reasons:

Players who were eliminated prior to cancellation will not be refunded in any way and will not receive any prizepool dividends.

Players that were active in the tournament at the time of cancellation will receive:

  • The entry fee refunded
  • The buy-in refunded from the prizepool
  • If purchased, rebuys will be refunded from the prizepool, unless the rebuy was purchased for re-entry to the tournament after being knocked out
  • If purchased, addons will be refunded from the prizepool
  • If the guarantee was exceeded or prizes had been paid, a share of the remainder of the prizepool: 50% distributed equally and 50% distributed based on stack size at time of shutdown

If the guarantee was not met and prizes had not been paid, a share of the sum of an adjusted prizepool containing all non-refunded buyins, rebuys and addons: 50% distributed equally and 50% distributed based on stack size at time of shutdown

Freeroll Tournaments

If a Freeroll Tournament is cancelled for technical reasons:

Players who are eliminated prior to cancellation may not be eligible for any further compensation.

Players that were active at the time of the tournament cancellation will receive:

  • An entry to another instance of the same tournament, to be re-run at a time of CarbonPoker's choosing
  • An entry to a similar tournament, run at a later date, at the discretion of CarbonPoker.
  •  We reserve the right to change and modify this policy and make final decisions on all matters herein at our sole discretion.

Yes, you can multiple tables in Cash Games, Sit & Go's or Multi-Table Tournaments.

Absolutely. Simply visit m.carbonpoker.ag on your mobile device and you are ready to hit the tables.

You can view the coupons that you have been awarded by clicking on "Games" at the very top of on the menu bar located at the top of the lobby screen and then by selecting "Tournament Coupons".

To use one of your coupons, please follow these instructions:

1. Sort the tournaments lobby by their buy-in fee and locate the ones that correspond to the value of your coupon.

2. Double-click on a tournament for which your coupon is applicable.

3. On the drop-down buy-in options menu, choose the option that has the name of your coupon and then click on "Register".

Please note: In most cases, coupons will automatically expire 90 days after their date of issue. Other coupons issued for special events may only be valid for the event in question. Always check the terms of your coupons.

When you first login to the poker software you are given the opportunity to create the nickname of your choice. Unfortunately, this cannot be changed.

Yes, we offer late registration on most tournaments. You may find that late registration is unavailable before the set time has been reached if the first player has claimed a prize. Check the specific tournament lobby to see the late registration time given, since each tournament may have a different amount of time.

A re-entry tournament allows you to buy another entry into the same tournament if you're knocked out. You will have to pay the buy-in and fee again in order to re-enter with the same initial chip stack. You can re-enter as many times as you like as long as late registration is still open

If you bust out during a tournament that has re-entry enabled, you will receive a pop-up window displaying an option to re-enter the tournament with the available buy-in methods, as well as an option to leave the tournament.

If you initially decided to leave but get an itch to get back in the game, as long as the late registration period is open, you can still re-enter.

We understand the importance of information security and the techniques needed to secure information. We store all of the personal Information we receive directly from you in a password-protected database residing within our secure network behind active state-of-the-art firewall software. Both our website and the service support SSL Version 3 are protected with 128 bit encryption.

Our poker client's RNG solution ensures the even distribution of cards whereby no sequence or relationship can be discovered in any way. The RNG solution is unaware of what's going on in the game itself, so when the game requests a random card, the RNG has no idea of whose turn it is nor how the game is being played.

We respect your privacy. All information that you submit will remain 100% confidential. We do not share any of your personal information with outside parties.

Inside the folder where you installed your poker client, exists another folder called Notes. Copy the contents of this folder if you wish to move your notes from one computer to another.

We have a 'no flop, no drop' policy, whereby we take no rake if the hand ends before the flop. Full rake details on our real money Cash Games can be found here.

You can access your hand histories on the menu bar at the very top of the lobby screen. Simply click on "Games" and select "Hand History".

You can change where your Hand History is stored on your computer and for how long by clicking on "Settings" and then on "Hand History Settings".

You can view your Hand History while at a table by clicking the Table ID in the top left of the window.

We allow any tools or services that provide hand odds, starting-hand recommendations and analysis of your own game as well as any service that profiles your opponents based on information that has been gathered through your own personal play.

Programs that we do not allow to run concurrently with our software include:

  • Those that share data from a central database of player profiles or hands played.
  • Those that play without human intervention such as computer robots or reduce the need of a human playing such as an auto-folder.

Players found to be using these programs shall have their accounts closed immediately and shall forfeit any winning

First thing we recommend you do is ensure support@carbonpoker.ag and news@carbonpoker.ag are added to your mail platforms 'safe list' and ensure they are not blocked. We also ask that you check for any emails from us that may have landed in your junk mail.

If you continue to have issues receiving important information from us, please feel free to contact us via our Live Chat software and we will continue troubleshooting with you


IMPORTANT NOTICE: KEEP YOUR PASSWORDS SAFE

CarbonPoker staff will NEVER request your poker account password via email. The only time you will ever be required to enter your username and password is when logging into your poker account.

You should NEVER include both your username and password in the same email under any circumstances. If you contact us, we may ask for your username, but we will NEVER request a player's password.

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