What do I do when I have reason to believe that the chips on the table were not returned to my account upon leaving the table?

What do I do when I have reason to believe that the chips on the table were not returned to my account upon leaving the table?

  • The fluctuation of chips that are in play at a table are not automatically reflected in the player's balance after the completion of each hand. 
  • Instead, the balance of a user will be correctly reflected after the table session ends or when the player leaves the table. 
  • Please note that it may take a second or two for the balance to be correctly displayed. 
  • In order to check for yourself whether the balance amount was correctly reflected, please follow these steps:
  1. Launch PokerCraft
  2. Select the correct game type
  3. Select the desired date and time you want to look up
  4. Click the 'Show' button to view the hand history from the 'Game History' section
  5. Cross-reference the data from the hand history with how much money you had before the corresponding game session began
  6. If you believe there is still an issue, please contact your Brand's Support team by following the post here.
  • In the event of a server crash that for any reason causes a hand to be incompletely recorded in our database, all of that hands of each participant will be restored to the way they were prior to the start of the hand. Such a hand shall be declared a misdeal, with all associated blinds, antes and bets returned to the players.

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