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PLAYER ENCOUNTERING PROBLEMS LOGGING IN
1. Check if you are connected to Internet
2. If you use a personal firewall (e.g. ZoneAlarm or Norton Security, etc) in the your PC or you have a corporate firewall in the computer network then this could prevent you from connecting to the gaming servers. In order to play in BamBam Poker Poker TCP ports 443, 4400-4450, 4600-4630 must be open for outgoing traffic (no need to open ports for incoming traffic). If you do not know how open ports in firewall then please contact your computer administrator or ISP (Internet Service Provider).
3. If you have internet connection and the ports are open and you still cannot connect to [app_title} then it might be that the internet connection between your location and our gaming servers cannot be established for some reason, e.g. temporary issues with your ISP (please contact them in order to find out what could be the problem). If you still encounter problems logging in then please e-mail us. In order to investigate please send us the exact error message you receive or a screenshot of the situation. Any details about how often does the problem occur, when exactly (time and date with time zone) and what other symptoms occur are welcome.)
COMPONENT MISSING OR WHEN UPDATING POKER CLIENT FAILS
Advise the player to do the following:
1. Uninstall the poker client, delete all temporary internet files (open Internet Explorer, go to the Tools menu -> choose Internet Options -> Delete Files (check Delete all offline content) -> OK, close Internet Explorer). Restart the computer and re-download the poker client. Install it.
2. If the player has deleted temporary internet files/cache and that did not help, then it most likely means that the corrupt download is being kept in external cache for the player (sometimes different ISPs provide this service to lessen the traffic). Also it is possible that the player is using some other proxy for his internet connection (this can be either a program being run on the player’s machine (such as WinGate or WinRoute). Those programs also keep cache - where the corrupt download file may be held. What the player needs to do is to have this cache cleared. The player should contact the persons who are responsible for maintaining these proxies (his ISP – internet service provider).
3. Disable the use of proxy servers (open Internet Explorer -> Tools -> Internet Options -> Connections -> Lan Settings -> Untick “Use proxy server for your Lan”)
FIREWALL ISSUES FOR WINDOWS XP USERS
The installation of the Service Pack 2 (SP2) for the Windows XP operating system may cause some players to experience problems with their casino games.
The SP2 upgrade includes a built-in firewall. This is a program that restricts unauthorized Internet connections, protecting your computer from viruses and other potentially harmful software. You need to instruct your firewall to allow the downloadable casino client software to connect to the Internet.
The first time you launch the casino application after installing SP2, a dialog, like the one below, appears asking you if you want to allow this application to connect to the Internet. Click Yes. From now on, the firewall will consider the casino application a safe program and the Internet connect message will not appear again.
If you previously instructed the firewall not to allow the casino client to connect to the Internet, but have now changed your mind, you can add the program to the Exceptions list.
To do this, click on Start, then Settings, then Control Panel, then Windows Firewall to open the configuration window. Select the Exceptions tab. You will see a list of executable files that the firewall has noticed so far, as shown on the left.
Find the poker client in the list of programs and check the box next to it (in this example: poker.exe)
If you cannot find the executable file of the casino client, click Add Program. A dialog will appear with the list of all the programs installed on your computer. Select the casino client, or click Browse to find the executable file – which by default would be located in the folder C:\Poker Clients\BamBam Poker If you manually chose a different location during the installation you will have to locate the executable file, as shown below.
Click OK to close the Add a Program dialog and again to close the Windows Firewall dialog.
Note for advanced users:
Users who use a third-party product or a hardware firewall will need to manually allow connections to the ports used by the casino client. Different casinos use different ports for their game servers, so you will also need to derestrict gameserver ports numbers between which were listed in the e-mail.
PAGE CANNOT BE DISPLAYED ERROR
Before you do all the troubleshooting steps on your pc close all windows, programs and make sure you have an internet connection. If you have a Firewall like Norton Internet security or Windows firewall etc. disable them for awhile.
Open an Internet Explorer browser and go to “Tools”.
After clicking on tools go to “Internet Options”.
Once your on Internet Options under general tab click on “delete files” (if player is using WinXP). Make sure to put a check on “delete all offline content”.
Then click on “delete cookies”. Then click “ok” and close all windows.
Close and reopen internet explorer.
DOWNLOAD PROBLEMS
We confirm receipt of your email regarding your Download concern. Please be informed that having any errors while downloading could be a result of having a Firewall or an antivirus active on your computer we suggest that you disable these programs and try downloading again. If you still experience errors please follow these steps:
Open an Internet Explorer browser. Click on Internet Options.
On Internet Options go to “Security Tab”.
Once there click on “Internet” then click on “Custom level”.
On “Custom level” reset it to medium. Click ok twice.
These should fix the errors, if you still experience the errors we suggest that you get hold of a technician to look at your computer as it may be an Operating system error with Windows.
We strive to offer our members the best quality service attainable. It is a pleasure having you as a member.
CANNOT ACCESS THE CASHIER AFTER RESETTING THE ACTIVE X
Tools > Internet Options > Security > Custom Level
Please verify that “Run activeX controls and plugins” is enabled and “script activex controls marked safe for scripting
“ACTIVE SCRIPTING MUST BE ENABLED FOR THE CASHIER TO WORK PROPERLY..” AS AN ERROR
1. Open Internet Explorer, go to Tools - Internet Options.
2. Choose the Security tab and first click on Internet and then on Custom Level.
3. From the Custom Level button the Security Settings will open up. >From there please reset the custom settings to Medium by choosing from the Reset to: menu Medium and clicking on Reset button.
4. Click Yes on the warning message.
5. Please click OK.
After this it’s recommended to restart the computer and start the poker game client again
If this doesn’t help, the player should visit the windowsupdate.microsoft.com webpage, to ensure that he’s using the latest version of Internet explorer and all the security patches and updates are installed properly
If the player is on some corporate network, he may not have user privileges to change necessary Internet Explorer security settings
INVESTIGATING DISCONNECTIONS THOROUGHLY
In order to investigate disconnections more thoroughly, ask the player to provide the following information:
1. Username
2. What kind of internet connection is used?
3. Go to site: http://speed1mb.b2b2c.ca/ and provide the results
4. What kind of browser is used? Which OS is used? (open Start menu > Run > dxdiag > SaveAll - save the file to the desktop and attach it with the e-mail)
5. Provide a screenshot of the situation
6. If an error message is displayed then copy and paste the results or make a screenshot of it
7. The exact time and date (time zone also)
8. Does the problem occur all the time or only sometimes?
9. Any other details that the player may think is important
These details will help us to get to the bottom of this issue.
To generally improve the gaming experience, please ask the player no to run any other programs during the poker sessions.
Download/Installation Error: Internal Error/Can't Start Engine
The error message that you are receiving could be due to various reasons. We kindly request that you provide the following details about your computer to assist us in resolving the problem:
1) What processor is your computer equipped with?
2) What browser and version do you use?
3) What operating system and version and also what language version do you use?
4) What video card do you use and what is the screen resolution/color depth?
5) If possible, please let us know what motherboard you use?
We are awaiting your response in order to further investigate the matter; please get back to us at your soonest convenience. Your cooperation is greatly appreciated.
Incomplete Download
Following are the instructions on how to download and install the Poker software:
1. Go to our website (“poker room site”) and press the download button anywhere on the home page. In a few seconds a dialogue box will appear with a few options.
2. Choose the “Save” button and you will be prompted to select where you wish to save the installation file on your computer. By default, the installation file name will be “SetUpPoker”.
3. Select the location you wish to save the file and press the “Save” button. Please make sure to remember the exact location where the file is saved.
4. The installation file will begin downloading and should be completed within a few minutes.
5. Once the installation file has been downloaded another dialogue box should appear. Click on the “Open” button and the poker component files will begin downloading. This should take anywhere from a few minutes up to 20 minutes; depending on your internet connection.
6. Next, you will be prompted to either browse, or select a location on your computer to install the poker components. We suggest you keep the default setting and simply press the “Install” button.
7. Next, click “I Agree” to the License Agreement and the remaining files will be installed.
The poker software will now open and you may begin playing at your soonest convenience.
Cannot Contact Gaming Server
The poker software requires a stable connection to run and sometimes downloading the necessary files and components for the poker software to get started may take up so much of your computer's network resources that a connection with our game server cannot be established. This is even more prevalent if you are using a modem internet connection. This is when you receive the error message 'Cannot contact gaming server'.
In this case, you should simply leave the poker software running at the login screen. You will probably notice the text 'Downloading poker components in the background...” on the poker window header (if you are in full screen mode the text cannot be seen). You should leave the poker software running and with your computer online and return when the mentioned text has disappeared from the window header (this might take up to a few hours, depending on your type of internet connection).
Once the text has disappeared, this means that all the components are now downloaded to your computer and all the network resources are free to log you into the poker. If you still fail to log in, please provide us with the following details and we will do our best to further assist you:
1) What processor is your computer equipped with?
2) What browser and version do you use?
3) What operating system and version and also what language version do you use?
4) What video card do you use and what is the screen resolution/color depth?
5) If possible, please let us know what motherboard you use?
Internal Error, Cannot Contact Game Server (no login errors showing in Event Log):
With regard your recent login problems, please check if your computer has a personal firewall (e.g. ZoneAlarm or Norton Security) or a corporate firewall (if using a PC at work, school, etc) that may be preventing the computer from connecting to the game servers. In order to play our poker site TCP ports 443 and 1500-1900 must be open for incoming/outgoing traffic. In addition, the login problem may be due to a temporary connection problem between your computer and the game servers. This may be due to temporary issues with your ISP (Internet Service Provider).
Failed to write to disk. Please make sure that your hard drive is not full
We have received your email regarding your problem in downloading the software from other computer and we do understand your concern.
We have evaluated this and it shows that this was due to the capacity of your disk drive to save necessary files in order to run the software completely. We do advise that you delete unnecessary files and folders on your computer and make sure it has enough space on your disk drive before you try to install the software again.
There should be at least 128 MB’s of available memory, but we recommend around 256 MB’s. The minimum screen resolution should be at least 800 by 600 pixels with 16-bit High Color. The poker software takes up about 40 MB’s and on a whole available memory is probably more important than CPU power.
Once the download is completed and you have the software completely running, all you have to do is log in to your BamBam Poker account. We guarantee that this action will resolve the problem.
We hope we have resolved this matter and good luck to all your future games with us.
REINSTALL THE POKER SOFTWARE
We have received your query regarding the errors that you are getting with our software. With regard to your concern, here are some suggestions to resolve the problem.
1. Uninstall software.
2. Delete temporary internet files (open Internet Explorer, Tools, Internet Options, Delete Files including all offline content, close Internet Explorer).
3. Disable the use of proxy servers (open Internet Explorer -> Tools ->Internet Options -> Connections -> Lan Settings -> Untick "Use proxy server for your Lan")
4. Restart the computer.
5. Download the software again from the casino website and reinstall.
MINIMIZE SCREEN from FULL MODE
We would like to confirm the receipt of your email in regards in your technical query in minimizing your screen while playing poker.
In this concern, we suggest that you try this following step:
1. You may try to enter the alt + enter command keystroke
2. Un-tick the full screen mode at options>>game settings of the poker client
3. Or adjust screen resolution of your monitor to 1024x768.
Minimum System Requirements to play Poker
In order to install and successfully run the poker software your PC will require at least the following:
Windows 98, ME, 2000 or XP
400MHz Pentium or faster CPU with at least 128MB of RAM
Minimum screen resolution of at least 800 by 600 pixels with
16-bit ("High Color")
At least 30MB of free disk space.
For best results, you should set the screen settings on your monitor to High Color (16 bit) and 800x600 resolution.
What are High Speed/Turbo tables in Poker
These are high speed cash tables aimed at players that prefer a fast paced game. When playing at these tables you will have a maximum of 10 second to make your decisions in each round of betting. These tables are prefixed with the word “Turbo” to differentiate them from the regular cash tables. We offer all forms of Texas Hold Em and various buy-in levels are available. Regarding Turbo Tables, please note that any player leaving a turbo table with winnings is not permitted to join the same table within one hour unless he sits again with at least the same amount of chips that he left that table with.
How do we prevent against cheating and collusion
Our poker site employs a combination of automated and human monitoring tools to identify and prevent any irregular play patterns or incidences of collusion between players, thus ensuring fair gaming and a pleasant, honest poker environment. Advanced algorithms designed by veteran poker professionals and industry experts are set to trigger system events should any such patterns be identified; all gaming activity - every card, hand, move, win, loss, etc. - is recorded by the system to aid investigation.
Player collusion is something that all players detest, and is a form of cheating whereby two or more players are working together to gain an unfair advantage over other players on a table. We have enlisted the services of a team of experienced Poker players utilizing a sophisticated monitoring system that automatically detects suspicious play patterns in the Poker tables. Players using Playtech's software can be assured that the game includes a sophisticated suite of analysis tools used extensively by the Collusion detection team, and these tools, together with trained observers/surveillance executives working 24/7 will keep cheats where they belong - well away from our games!!
Although we will always adopt an 'innocent until proven otherwise' policy, the intricate play-pattern analysis and corresponding game behavior will create the necessary information needed to arrive at accurate conclusions. Depending upon the seriousness of the overall findings, players may be asked to provide valid explanations for their suspicious behavior or, in more extreme cases, we reserve the right to remove players from the site.
We are absolutely committed to keep cheaters away from our site, so that our players can enjoy their games with us reassured in the knowledge that their play is backed by fairness and total integrity. It will be our firm policy to deal in the most determined and severe ways available with any individual and severe ways available with any individual or group of individuals who threaten or attempt to affect the game to the detriment of others in this way. Any information gathered about known cheats, colluders or others guilty of fraudulent activity will be distributed to other on-line gaming sites and, where appropriate to regulators and government authorities in the jurisdiction of the player(s) involved. Innocent players, the victims of such activity, will be treated with sympathetic concern. We encourage any player who believes he or she has been cheated, to report the offender (in complete confidence) by email to . Complete records and a history of every hand are maintained at all times, and such records can be easily accessed and reviewed by the player. Finally, to all of you planning to or already enjoying playing our games, we wish you the best of luck and can guarantee, with confidence, the fairest game possible. We wish you the best of luck and hope you enjoy the Game!!
How long is the Download Process
The download time will vary depending on the type of internet connection utilized by your computer. If you are using a modem (phone line) connection the download process may take up to a few hours as this type of internet connection is very slow. The poker software may move very slowly while it is downloading all the components, but once the download is complete this should be resolved.
If you are using DSL or Cable Modem (cable line) connection then the download should be quite fast and complete within 10 – 15 minutes. Again, the poker software may move a bit slow while the remaining components are downloaded. This will be resolved once the download is complete.
So sit back, relax, and take in the ambiance of the our poker site while your download completes. We are sure you will not be disappointed.
What is the maximum number of tables a player can play at one time?
The maximum number of tables that may be played is eight (8) tables when in top view mode or mini view.
How can I modify/disable my chat function?
You can alter your chat features by clicking on the “Options” button in the poker lobby and selecting “Game Settings”. You may select to view your chat in ”bubbles”, and you may also choose between side chat (which appears on the right side of the table) or table chat (which appears below the table). In addition, you may also select to disable your chat entirely.
How to change the sound settings?
You may change your sound settings by clicking on the “Options” button in the poker lobby and clicking on “Audio Settings”. You may select to turn on or off the music, the dealers voice, the player sounds (for example, when you place a chip on the table), and the sound all together. You may also adjust the volume for the sound settings you have left on.
How can I change or hide my avatar?
You can change or hide your avatar by clicking on the “Options” button in the poker lobby and selecting “Poker Options”. You have the option to choose between ten (10) different images, and you also have the option to hide your avatar as well.
Please note that you can not change or hide your avatar settings while at a table.
How do I earn an < iPoint >?
BamBam Poker are earned at ring games based on the "rake taken" during each hand (remember we operate a “no flop, no drop” policy). In order to get , the pot should reach at least 5$. For example, if $0.25 (the minimum) in rake is taken at a hand, all participating players, whether they contributed to the pot by placing a blind or a bet, or whether they folded, will receive 1 . If $5, the maximum rake, is taken at a hand, all participating players will receive 8 .
Clarification: “rake taken” refers to the entire amount of rake taken from all players during the hand, and not from any individual player.
Please refer to the table below on how a player earns based on rake:
Rake No. of for each participating hand
$0.25 / $0.50 1
$0.51 / $1.00 2
$1.00 / $1.50 4
$1.51/ $2.00 6
$2.00/ $5.00 8
<< Note that the no of points in the above table will vary for every poker room, check your configurations before sending the template! >>
Also, for our clients to earn faster, BamBam Poker is now awarding at tournament play. For tournament games, 20 are awarded for each $1 in tournament fee taken.
Please note that your point accumulation rate will increase as you go up in VIP levels.
TEMPLATE FOR VIP UPGRADE
We appreciate your query regarding the VIP status of your account. Please note that a VIP upgrade to the next higher level is considered once player has completed one whole calendar month.
VIP Levels are changed automatically at the beginning of each month as players increase their Point accumulations. Different VIP Levels are awarded when players reached the averages required, however the calculation for qualification is weighted so that play in the previous month is more important than play three months previous.
If you have signed up and played for example January 1, 2006; 00:01 or any time until January 31 23:59; your eligibility would only be upgraded on March 1, 2006. This is because the system must capture your valued performance for the whole calendar month.
TABLE BALANCING QUERY
We would like to take this opportunity to explain how a player is moved from one table to another in a tournament or Table Balancing.
Whenever any table finishes a hand we perform a check if the number of
players is unbalanced, meaning that:
* Current table has more than one player in excess to average player
count in all tables or
* Enough players have dropped out of tournament, so we can fit the remaining players in one less table (table breakdown).
If either of these checks has a positive response then players are moved
out of this table.
* If a breakdown is not needed then the tournament moves as many players as necessary to bring the tables player count down to the average player count.
* On a breakdown the tournament moves all players out of the table and
closes the table.
In either case the redistribution process fills the tables in random order up to average player count.
Players are removed from table starting in position before the dealer, moving counterclockwise.
Free position for players placed in the table is located starting in position before the dealer moving counterclockwise. These are the positions that receive the blinds in the last order. Note, that if player is placed between the BB and dealer then he does not pay the SB, but instead skips a hand or two until the dealer button passes over him.
For example: A tournament has three tables left - table A with 8 players, table B with 9 players and table C with 10 players. The average number of players per table is 9. Therefore the player sitting on the right hand of the dealer in table C will be moved to table A and placed to the first available seat on the right hand of the dealer.
RANDOM NUMBER GENERATOR TEMPLATE WITH CERTIFICATION LETTER LINK
We understand your frustration in being outdrawn but since poker is a game of chance as well as skill, players can and will get outdrawn in hands. There are No Robots or Computers playing in the site; only real players like your self. In addition, all cards and flops at BamBam Poker are completely random and we have been fully audited to verify this.
Random Number Generator (usually referred to as RNG) is a hardware device used to ensure the fairness of the Poker games. RNG generates a sequence of numbers which correspond to various results in all the Poker games. Nobody can predict the next number in a series, no matter how many previously generated numbers have come out.
A Poker room would never use a biased RNG for the very simple reason that it could be used against them, if anyone could predict the results. RNG's outcome can not be modified or predicted in any way, so the results of the games are really based on luck or game skills. Our Poker rooms are using special RNG hardware and you can use the link provided below for further clarification:
http://www.playtech.com/UserFiles/File/Playtech_RNG_Certification_Letter_v1.6_Casino_Games.pdf
http://www.playtech.com/UserFiles/File/Playtech_RNG_Certification_Letter_v1.5_Poker_Games.pdf
PLAYERS COMPLAINING ABOUT SIT-OUT PLAYERS
The "sit out" feature was developed for people who genuinely need to leave their computer whilst playing a tournament due to unforeseen circumstances. The sit out feature means players will automatically post blinds when it is their turn and automatically be folded when they are not on the big blind position. If they are on the big blind and faced with a pre flop raise their hand again will automatically be folded. We wish to assure you that there is no way will a player benefit from "sitting out" for the entire tournament. As an industry standard if a player has paid a buy-in + fee for the tournament it is his right to use the sit-out feature during this tournament.
Unfortunately, freerolls suffer a lot from players who get "fed up" and just log out before being eliminated. The only thing we can suggest is if you find your self in a pot with one of these players sitting out, make a raise and their hand will automatically be folded and eventually they will be blinded away. Also in an effort to minimize the amount of sit-out players in freerolls we only open registration to freerolls 1 hour before the start of the tournament.
DISCONNECTION PROTECTION POLICY
Please be advised that our current policy for disconnection protection (DP) is to make it available in all types of games. Players should be aware that any player who is disconnected from a ring game, no matter what stake or type of table, will be placed ‘all-in’ for the pot amount up to the point of disconnection. Any changes to this policy will be related to players should they be implemented.
Once DP is used by a player, the hand is checked by our security department before a reset is granted. Any player thought to be abusing the privilege will not be reset and will have his DP facility revoked. We are sure you agree that this facility is vital when playing online poker as disconnections will from time to time affect everybody, and if you are disconnected having just placed a large bet in at a No Limit or Pot limit table you will be glad of the facility being in place. For this reason you will find most players do not abuse the DP facility for fear of losing it altogether.
Disconnection protection is in place to protect players should their Internet connection be lost whilst involved in a pot. In the event that a player is disconnected, they will be able to continue in the hand and contest the amount of the pot that they were financially involved in, up to the point of disconnection. Disconnection protection is in place for genuine disconnections only. Any player who misuses this protection by intentionally disconnecting, may: Forfeit any monies won, lose Disconnection Protection privileges and face expulsion from the site. Players must accept the risk of disconnections. They can and do occur.
Please note that we do offer tables where the DP facility is disabled, where players are not afforded Disconnection Protection in any situation. These tables are clearly marked in the lobby and all players may choose to play on these tables if they so wish.
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