FREQUENTLY ASKED QUESTIONS

We are always adding more questions and answers to this section based on our
Support Team's recommendations. Can't find your answer here?
E-mail us at support@grandpokernetwork.com, 24 hours a day.

 

DOWNLOAD / INSTALLATION
> What do I need to start playing poker?
To play at GrandPoker you need our easy-to-download free software. Just click here, select according to the system you are using, Windows or Mac and follow the simple download instructions. To be able to play you will need to sign in using your sportsbook account number and password.
> I have finished the download process. How can I start playing?
Depending on the browser you are using you were given a choice to Save or Run the GrandPoker software.
If you chose to Save, the GrandPoker software will download. Once the download is completed, you will find the install file with the GrandPoker Icon and (.exe) extension on your desktop. Click on it to start the installation process. Once the installation is finished, you will see another GrandPoker icon on your desktop. Double-click to start the GrandPoker software.
To avoid unintentionally installing GrandPoker software every time you want to play, please delete the GrandPoker Icon with the (.exe) extension from your Desktop.

If you chose to Run, the GrandPoker software will be installed. Once the installation is finished, you can find the GrandPoker icon on your desktop. Double-click the icon to start the GrandPoker cardroom.

> How do I register and play at GrandPoker?
To register at GrandPoker, click here
To play at GrandPoker, you will need to download and install your software. Or use the mobile app, it works for mobile and desktop.

Please use Live Help to ask any questions you may have during and after download and registration.

 

MY ACCOUNT
> I forgot my Password.
Please go to the Forgot Password page and follow the instructions there.
> Can I change my Password?
Yes. Please log in to 5dimes.eu or sportbet.com or islandcasino.com and click on Forgot your login info. Type in your email address and submit to complete the change.
> Can I change my Nickname?
Yes, if there were no games played under your Nickname or when it is absolutely necessary. Please contact support@grandpokernetwork.com via email. Please note, we only allow one account per player.
> My Username and Password are being declined at the Login.
Please contact us at support@grandpokernetwork.com We'll check your login details and send you an update.

 

MONEY
> What are the options for making a deposit?
We have several options for depositing funds, to fund your Grand Poker account you may first fund your sportsbook account so you can transfer the funds to Grand Poker. Here you can find our Funding Methods.
> How can I request a cashout?
We have several options for withdrawing funds, to cashout from your Grand Poker account you may first transfer the funds to your sportsbook account. Here you can find our  Withdrawal Methods.
GAMES & RULES
> How do I select the game I want to play?
Please log into the GrandPoker cardroom. On the left side of the Lobby you will see all games we offer. Select a game, such as Hold'em, then at the top choose the type, for example Fixed Limit. All available tables will appear on the middle. Double-click on a table, take a seat and you're ready to play. You can also click to select the table and press the "Go To Table" button.
> Can both my friend and I play in the GrandPoker cardroom simultaneously from the same location?
Yes! You can both play certain tournaments but you will be seated at different tables. However, if you are playing Practice/Real Money Tables, you are not allowed to sit at the same table.
> Can I search for other players?
Yes. Please go to "My Account" from the Main Lobby, choose "Buddy List", choose "Add to Buddy List" and enter the player's Nickname. You will be able to see at which table or in what tournament he or she is playing.
> Where can I learn about the different types of poker games and hand rankings?
GrandPoker offers Texas Hold'em, Omaha Hi/Lo, Omaha Hi and 7 Card Stud. To learn more about these poker games, please go to How to Play.
> Where can I find the hand rankings?
To find the hand rankings for all poker games, go to Rank of Hands in Poker.
> Why can't I get back onto the No-Limit Hold'em table with just the minimum buy-in?
We apply the following basic rules in such situations at GrandPoker: 1. A player leaves a table (no-limit/pot-limit tables only) with an amount of money which is LESS than the minimum buy-in. This player may return to the same table with the minimum buy-in designated for that table. 2. A player leaves a table (no-limit/pot-limit tables only) with an amount of money which is MORE than the minimum buy-in for that table. If the player returns to the same table within 1 hour, he may only return with the amount with which he left the table or more, regardless of what the minimum buy-in for that table is. Here's an example: In no-limit and pot-limit games, if a player leaves a table ($20 minimum buy-in) with $30 and returns within 1 hour, he is obligated to rejoin the table with $30 or more. This requirement is one of the basic poker rules for NL and PL games, and is intended to provide a fair, competitive playing environment for the players.
> What rake do you charge for running the games?
Rake is a nominal fee, per qualified pot, that the House charges for hosting games. Click here for a detailed breakdown.
> How can I review a played hand?
You can review your game history while at the table by clicking on the "Current" or "Previous" links in the top right corner of the table screen.
Or from the lobby choose My account > Open personal directory > Hand history
> What are Practice Chips?
Practice Chips is a variation of the Poker Application, however we do not offer this option. There are not games available to play as practice. 

 

TOURNAMENTS
> How do I register for a tournament?
Please log into the GrandPoker cardroom and click on the Tournaments tab. Select the "registering" tournament of your choice and click on REGISTRATION, and then click on REGISTER. The pop-up window will inform you of the charge, if any, and will present to you the options: OK - to register; CANCEL; and CASHIER, if you need to make a deposit in order to cover the registration fee.
> What should I do if I've lost my connection and been removed from a tournament?
Please restart the program and log in again. Under normal circumstances you will be seated back at your table immediately. Don't forget to push the "I'm back" button.
> Can I get a refund for a tournament which was cancelled due to technical problems at GrandPoker?
Refunds are distributed according to our Cancellation Policy, which you can find under Game Cancelation Policy.
> Why can I enter some of the Freeroll tournaments and not others?
Although most of the Freeroll tournaments at GrandPoker are completely free to enter, some require you to have earned a certain number of Grand Poker Points (GPPs) before you are allowed to register. This is how we reward our regular players for their loyalty and support. These tournaments are called "GPPs Freerolls".
> Some Freeroll tournaments require passwords. How do I get one?
These special Freerolls are organized on request either from our marketing partners or players who have set up their own tournaments. In these cases GrandPoker simply provides the playing platform and has no access to the passwords, which are distributed by the independent tournament organizers.
> Where can I see how many Grand Poker Points I have?
Please log into the GrandPoker cardroom and click on Cashier. Your Grand Poker Points (GPPs) will be listed on the right side of the Cashier screen.
> How Grand Poker Points (GPPs) are calculated?
You get 250 Grand Poker Points for every $1 you contribute to the rake. For details please see Grand Poker Points (GPPs).
> What is a "Poker Point Freeroll"?
Some Freeroll tournaments require you to have earned a certain number of Grand Poker Points (GPPs) before you are allowed to register. This is intended to reward our regular players for their loyalty and support. These tournaments are called "Grand Poker Point Freerolls" since no money is required in order to play.
> What does Re-Buy and Add-On mean in a tournament game, and how do they work?
We do offer our players Re-Buys and Add-Ons on some of our multi-player tournaments. This means that you will be able to purchase extra chips during a tournament. A Re-Buy is only available until the first break, or before the first break but only until the number of players still in the tournament has been reduced to the number of paid places PLUS 3. For example: If a particular tournament pays out to 50 places and the number of players in the tournament reaches 53 before the first break, then - from that point forward - Re-Buys are no longer possible. The first Add-On is available during the first break and will be available to all players, regardless of their chip count. Tournaments may allow Re-Buys and Add-Ons, or Re-Buys only. If a tournament allows Re-Buys and/or Add-Ons, this fact will be displayed in the tournament lobby following the tournament name as well as in the information box for each tournament. These details will be displayed upon selecting the tournament.

 

SOFTWARE / CONNECTION
> I lost my connection!
There may be several reasons for this beyond your and our control. Normally your software should automatically re-connect. If this does not happen, try restarting the program - under most circumstances, you will be immediately reseated back to your table(s). Sometimes other software running on your computer may be preventing the GrandPoker software from accessing the Internet - try to avoid downloading files and using file-sharing software while playing at GrandPoker. If you can't connect, please contact us.
> Sometimes connection seems to get interrupted or the game is really slow.
The two most common reasons for a slow game are: 1. The players on the table are taking a long time to make their moves (perhaps they have a bad connection). 2. Internet connection between our servers and your computer has decelerated for some reason. If the problem persists, please contact us if your Internet Service Provider cannot resolve the matter.
> Do you offer all-in (disconnect) protection for live and tournament play?
Disconnect Protections are only available for fixed-limit cash-game play and are not available for tournament play or no-limit/pot-limit tables. Each player has one (1) Disconnect Protection available per day with an additional Disconnect Protection available upon request. If you get disconnected during a cash game, miss your turn, and you have a disconnect protection remaining, you will automatically be set as "Technically All-In" and your hand will proceed to the showdown. If you don't have any Disconnect Protections available, your hand will be folded.
> I have a Macintosh. Can I use it to play at GrandPoker?
Yes, users can download our Poker Software as it is compatible with Macintosh. Our Download Poker Software is based on latest QT technology, allowing cross platform deployment for Windows, Mac and Linux
> I can't connect to the GrandPoker software.
It is possible that your internet connection or our servers had problems when you were trying to connect. Please try again in a few minutes. If this does not work, please ensure that your firewall is not blocking the GrandPoker software. The software requires ports 1111-1120 and ports 11000-14000 to be opened for TCP/IP traffic. Some anti-virus software also includes port-blocking software and you should check the settings if you have any anti-virus software installed. It is also possible that your Internet Service Provider has blocked these ports, for which we would ask you to check directly with your ISP. If you still have problems, our support team will be happy to help you further.
> I can't open the GrandPoker Software.
This can happen for the following reasons:
1. The software has not been installed correctly or the download has not been successfully completed. To solve this, uninstall the current GrandPoker software, download and install the latest version.
2. You are trying to run the GrandPoker software without proper administrator rights. Log onto your computer as Administrator and try again.
3. GrandPoker or the same poker software from another cardroom is running on your computer which will prevent GrandPoker from opening.

 

GENERAL INQUIRIES
> Do I really have a fair chance in all games? Are your games safe to play?
For GrandPoker the security of our poker system and your safety while using it is principal. The management of our online gaming system complies with the highest ethical and professional standards. Unlike most of the online gaming operators, we use a True Random Card Shuffler.
Please visit our Security page for more information on our policies. If you have any further questions, feel free to contact us.
> Is the access to my account protected sufficiently?
GrandPoker employs many levels of security. We do not allow your Username to be seen by other players, thus preventing anyone from trying to guess your password and enter your account. Although all accounts are protected by a username and password, and data transfers only proceed on secure channels, the protection of your Login information is your responsibility. Never reveal your GrandPoker account information to anyone, and remember to change your password regularly.
> Will my personal data or email address be referred to anybody else?
No. The data supplied by our players is only used to provide service to you and in accordance with our Privacy Policy and Licensing requirements.