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Canbet Poker FAQ





Below are listed many of the common questions asked about Canbet Poker.
If you are unable to find the answer to your question here, please Contact Us.



What types of Poker Games does Canbet Poker offer?

  • Canbet Poker spreads a full range of poker variants from Head to Head Texas Holdem to large Multi Table Tournaments.
    Click here for a full list of games available

How do I find out more about Canbet Mobile Poker?

  • Canbet currently offers access to the Canbet Poker Real and Play money tables via a range of Cellphone Handsets.
    Click here to visit the Canbet Mobile Poker signup page or here for the Mobile FAQ

I don't use a PC, will Canbet Poker run on my machine?

  • Yes, Mac and Linux users are welcome at Canbet Poker. The Canbet Poker Java Client will run on Mac, Linux and PC based platforms
    The Canbet Poker Java Client can be launched from the Poker Home Page after logging in to your Canbet Account

Do I need a Canbet.com account to play Canbet Poker?

  • Yes, you do need a Canbet.com account before you can play on any of the Canbet Poker Platforms
    Setting up a Canbet.com Acount is quick and easy, click here to join now.
    Once you have completed the registration process you will have full access to Real and Play Money tables inside Canbet Poker.

How do I get funds into my Canbet Poker Account?

  • Your Canbet.com Account is devided into 3 areas, Poker, Casino and Sports.
    You can deposit directly into any of the three accounts and maintain separate balances, or, quickly and easily transfer funds between your accounts using the My Accounts page. Please note that some bonuses may be voided if you withdraw funds from an account where a current bonus is active.

What are Player Points and how do I get them?

  • What are Player Points?
    • Player Points are awarded to all cash game and real money tournament players on Canbet Poker, used to release bonus funds in the Poker Room.
      Soon you will also be able to exhange Player Points for Sports betting vouchers, tournamnet entries and other bonuses.
  • How do I earn Player Points
    • You earn player points through playing games for real money on CanbetPoker.com. The points can be used for collecting various bonuses, qualifying for special tournaments and claiming freeroll tournament cash prizes.

  • How do I see how many player points I have?
    • In order to see how many player points you have, simply log in to the Poker Account section of the Poker Home Page (you must be logged on to Canbet). There you will find a detailed review of how many points you have earned playing poker games. Further down you will also find information on current bonuses and how many more points you need to release the bonuses.

  • How do I claim Bonuses with my Player Points?
    • Canbet offers a signup bonus and frequent reload bonuses fro deposits directly into Canbet Poker. Bonuses are released automatically when the required number of points have been earned. For player points freerolls, a tournament ticket will be available on your account as soon as the required player point amount is reached.

  • How many points do I earn?

    • Ring Games
    • All players that have invested money into a pot will be awarded an equal minimum number of player points, assuming that the pot is raked.
    • Players that do not contribute to a pot, with any money, will not be awarded any player points.
    • Each player that is eligible for points earns 0.1 player points for every $0.10 that is raked in a pot. This implies that at most 3 player points can be earned per hand, since the maximum rake cap lies at $3.

    • Tournaments
    • 5 player points are awarded for every paid dollar in entry fee (real money tournaments). For example, if you enter a $20+2 tournament, you will be awarded 5 * $2 = 10 points, if you enter a $5+$0.50 tournament, you will be awarded 5*$0.50 = 2.5 points. The points are awarded when the tournament finishes.


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Software and Connection Issues?





Why is the game sometimes slow?

  • You could be suffering from Internet lag that is often caused by poor connection between your ISP and our server. That is something beyond our control but your own connection is often improved upon if you close out other bandwidth-consuming applications such as Internet browsers, file sharing programs, chat programs, etc. Sent in by player "perform23" and edited by support

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I get the message "Unable To Connect To Patch Sever". What should I do?

  • This is often caused by a combination of firewall and proxie settings.
    In your browser (IE or Firefox) go to connection settings and select LAN Settings, uncheck "Use proxie server for Lan" (IE)
    or choose "direct connection to the Internet" for Firefox.

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Why can't I see the list of tables? All I get is a gray square.

  • This usually means that you need to clear your "cache" (temporary Internet files) and lacks the latest version of Java plug-in. You can download the Java plug-in by clicking on "Get It Now" on the Java homepage. Our FAQ section on "Playing Through the Web-Browser" has tips on how to clear your cache.

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Why does the game keep saying "The server does not respond" when I try to log in from my office?

  • You are probably sitting behind a "firewall". It's a safety measure that protects your company network from unauthorized access. Among other things, it limits the communication with the outside world to a few standard channels -- and the CanbetPoker client-server solution is apparently not on the approved list. Please try configuring the firewall to accept traffic on our game ports. Please contact us if you need more information.

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Why do I see "ghost cards" on the table?

  • You might be seeing residue images from previous hands as you do not have the latest version of Java plug-in for your web-browser. You can download it by visiting the Java homepage and clicking on the "Get It Now" tab.

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I cannot connect to any games when playing from an office or University/College.

  • If you cannot connect to our game server through our webpage, nor through the downloaded Windows application, you could be behind a firewall. If you are behind a firewall, then you will have to configure the firewall to allow communications on our ports.
    Below are all the current ports used by the games at CanbetPoker.com
    • Poker Cash Games - 5700-5709, 5720, 5724
    • Poker Tournaments - 5750-5759

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I am using the Poker Windows download version but I am unable to connect to the server.

  • If you are receiving a message that you are unable to connect to the server but you do have access to the Internet, one thing that could cause the problem is if the system clock is incorrectly set. Please check that your clock settings are correct i.e date, month, year.
  • If this has not helped resolve the issue, please restart the program until you encounter the problems and cannot go any further, then send an email to mail@canbet.com attaching the file "WPCLog.txt". It is found in the folder C:/Program Files/CanbetPoker in your PC. This file could hold important information that will help our support team to solve the problem more quickly.

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I sat out for a few hands in a tournament, but it doesn't let me sit back in?

  • Your session has expired. Quickly close the game window (table) and restart the lobby (game client). You can then rejoin the tournament while our system checks/folds your hands for you. You do not lose anything except the blinds when it's your turn to post them.

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I have problems playing your games after I upgraded Windows XP with "Service Pack 2". What should I do?

  • Your Windows XP security settings should have increased after upgrading it with "Service Pack 2". Please try to access our website directly, and confirm that you want to continue when asked "You are accessing a site with non-secure items. Do you want to continue? (Yes/No)".

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Why is the Dowloaded application running very slowly for Win 98 users? Top of page

  • Unfortunately, some versions of Win 98 lack certain important system files needed for our application. By downloading the following file and placing it into the PokerRoom installation directory ("C:\Program Files\CanbetPoker.com" by default) then the application should run much smoother (note that the file need to be placed in the directory before starting CanbetPoker). MSIMG32.DLL

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Help! I can't access your games!

  • If your problem is not described or answered by the other FAQ answers, please contact our Support team with the following information:
    • The date and time that you were trying to play.
    • The type of game you were trying to access.
    • The operating system you are using.
    • Whether you were playing through your web-browser (AOL / Internet Explorer / Netscape etc?) or through the downloaded application?
    • At which stage of accessing the game did you encounter problems and what actually happens?
    • Did you see any error message?
    • Your connection speed. (Dial-up / DSL / Cable?)
    • Do you experience similar problems when you try to play from your web-browser/the downloaded application?
    • The more information you provide, the sooner you can get a resolution from us.

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What happens if I'm disconnected in the middle of a hand in a ring game?

  • Should your Internet connection break in a limit game, you will become All In, which means that your cards will stay in the game and participate in the Showdown, but you will not be eligible to win more than what was in the pot when you last made a move. The same thing happens if you run out of money during a hand.

    Not acting in time while connected will however automatically check/fold your hand. Our system detects if a player has an actual connection problem or if he/she simply isn't acting in time.
    Please note! For no limit and pot limit games there is no all-in protection, if you fail to act for any reason including a disconnect your hand will be folded.

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I got disconnected / kicked out of a tournament. Why? What should I do?

  • If you get kicked out, it probably means your Internet connection to our server broke for some reason. To get back, just reload the game in your browser. You should automatically be taken back to your table.

    If you are not taken straight back to the game, please make a note of any error message and send this together with the last hand number played to mail@canbet.com.

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Will I forfeit the tournament if I restart the game client?

  • No. In fact, you should try to restart it immediately if your game window freezes on you. You should be able to rejoin the tournament quickly enough.

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I could play the games fine but now they wont work for me, what can I do?

  • Since our recent upgrades we have had reports that some players are having trouble accessing the games from the Canbetpoker.com website. The problem seems to be caused by some players having old versions of Java installed on their computers. We have some advice for you that should allow you to access the games again.

    If you already have Java installed you should be able to ask the program to update itself by opening Java from the windows Control Panel. Just click on the Start button and open "Control Panel" then open "Java". You should see a tab which says "Update", click this and then click on "Update Now".

    Alternatively you can download a new version of Java from scratch for free. The Java Virtual Machine (JVM) can be found here at the Java homepage

    Click on the download that is appropriate for your operating system and Java will be installed on your computer. For most users that will be the first or second of the available downloads. When asked choose to Run the program and the download will begin. It may take a while for the full version to install. Once the software has downloaded you will need to restart your computer.

    If this does not help please get back to us by sending an e-mail to mail@canbet.com describing in detail the problem you are having as well as the type of computer you use, the operating system you have and anything else you may feel is important.

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What advantages does the "lite" Java version have?

  • he lite Java version loads faster from Lobby to each Table. Using less memory, it should also work faster on older and slower computers. It takes less time to load for players with slower Internet connection and the colours used cause relatively less stress on players' eyes.

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I clicked on "Raise". Why were my cards folded?

  • You could have been timed-out of a hand. It is not uncommon that players sometimes experience lags from their ISP, and you do not see your turn coming to you until it is actually over.
    It is unlikely that our system will automatically check/fold a player's hands otherwise. However, we will be happy to investigate the incident further for you if you can provide us the hand number or a specific date and time, with the description of your pocket and board cards.

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How do I clear my cache? (Internet Explorer)

  • Select "Tools" from the menu at the top of the Internet Explorer window.
  • Scroll down the list and select "Internet Options".
  • Select "General" under the sub-menu of the new window that appears.
  • Under "Temporary Internet Files", click "Delete Files".
  • Check "Delete all offline content" and click the "OK" button.
  • Close all of your Internet Explorer browsers and start up a fresh one.

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How do I clear my cache? (AOL 9.0)

  • Go to "Settings" on task bar.
  • In the "Essentials" tab click on "Internet Properties".
  • Go to the "General" tab and within "Temporary Internet Files" click the "Delete Files..." button.
  • Check "Delete all offline content" and click the "OK" button
  • Go to the "Advanced" tab and scroll down to "Security".
  • Check "Do not save encrypted pages to disk".
  • Also, check "Empty Temporary Internet Files folder when browser is closed".
  • Finally, click on "OK" to complete the process.

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How do I clear my cache? (Netscape)

  • First, ensure that every instance of Netscape is closed, you should have ONLY ONE browser window open on your desktop or in your task bar, nothing else.
  • Select "Edit" then "Preferences".
  • Click on "Advanced" and from there, "cache".
  • On the right hand side of the pane you should now see "Clear Memory Cache". Click on "Clear Disk Cache".
  • When it is done, click on "OK" to exit the Preferences dialog.

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How do I clear my cache? (Mac OS X with Safari)

  • Select "Safari" from the Safari browser tool bar.
  • From the drop-down menu, select "Empty Cache".
  • In the new window stating "Are you sure you want to empty cache?", click on the tab marked "empty".

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I cannot use the downloadable version

  • The Windows downloadable Poker4 games for Hold'em, Omaha and 7 card stud are suitable for Windows 98, 2000 and XP. It is also suitable for Windows Me. If you are using Windows95 or NT, you will not be able to use this feature.

    If you are experiencing problems using the downloadable version of Poker 4, please restart the program until you encounter the problems and cannot go any further, then send an email to mail@canbet.com attaching the file "WPCLog.txt". It is found in the folder C:/Program Files/Canbet in your PC. This file could hold important information that will help our support team to solve the problem more quickly.

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My Windows XP is asking me to verify my PokerRoom.com client, why?

  • No worries. If you have a firewall or are running Windows XP and updated to Service pack 2 the security level on your computer has increased. XP will ask you to verify a range of programs, including ours.

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Why can't I see my stats?

  • You will have to "Enable Statistics" under "Statistics", before the game client starts to log the hands you play.

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I am using the Windowns download version but I am unable to connect to the server.

  • If you are receiving a message that you are unable to connect to the server but you do have access to the Internet, one thing that could cause the problem is if the system clock is incorrectly set. Please check that your clock settings are correct i.e date, month, year.

    If you are then still experiencing problems, please check that you have configured any firewall software such as Norton, Mcafee or Windows firewall to allow the software access to the Internet. This is usually done through settings/configuration under their allowed programs list. For more information on how to do this please refer to the firewall providers user manual or your system administrator. The same would apply if you are going through a proxy server.

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I received this error code "12029" while starting the software. What was wrong?

  • This is could happen when an old copy of the server certificate is stored in your default browser. To resolve this, please try the steps below.

    • Check that your system date and clock are correct or reset them if they aren't.
    • Clear your temporary internet files (cache) and cookies.
    • Clear your browser certificate cache. For Internet Explorer, this is done by going to "Tools", "Internet Options", "Content" page, and clicking the "Clear SSL state" button.
    • If you still cannot access our games, please go to "Tools", "Internet Options", "Privacy" on your Internet Explorer, click on "Web sites\Edit", enter "Canbet.com" in the dialog box and click "Allow".
    • If none of the above works, please send us the wpclog.txt file to us to help our technical team diagnose the problem.

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Can I save my stats, player notes and hand histories before re-installing?

  • As long as you don't delete the CanbetPoker folder when re-installing, you shouldn't need to. If you do however wish to remove the CanbetPoker folder during a reinstall and keep notes and statistics, please use the steps below:

    • Go to the softwares installation directory under C:\Program Files\Canbetpoker\.
    • Locate in Resources\Databases\ the files named after your nickname and the type of game and money type. For example; the file ABC123TexasReal.db would contain the real money Texas Holdem stats and hands for the player ABC123. Copy these files to a safe folder on your computer, for example, My Documents.
    • Do the same for a file called PlayerNotes.irf which is located directly under the Resources directory.

    Once you have deleted the CanbetPoker folder and reinstalled the software, you can then copy these files back to their original locations!

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Why does it say "There can be only one instance of the program running..."?

  • Occasionally, the application could still be running in the background if it is not closed down properly. It will then prompt you with a message that "There can only be one instance of the program running.. " when you try to restart it. to close the program in the background:

    • Go to "Task Manager" by pressing CTRL+ALT+DELETE
    • Select "Processes" from the menu
    • Look for the item "Canbetpoker.exe". End the process and you should be able to restart it after that.

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I try to use the download software and receive a message 'can't find MSVCR71.dll / MSVCP71.dll', what should I do?

  • It appears that a small number of Windows 98 users are suffering from this problem. The MSVCR71.dll file that is reported missing is actually kept in our Application directory in your C: drive (ie in C:\program files\CanbetPoker). Therefore, we conclude that your Operating System is looking in a different place to retrieve the file, most probably the systems directory. Hence we would like you to copy the dll file from the CanbetPoker folder in to the C:\Windows folder, and re-start the application.

    If you continue to have this problem, we need to know what your "path" system variable looks like. To get the path, you must select "run" from the start menu, type "command" which opens a command prompt, enter "path" at the prompt and hit return, and this should display the path. Please send us the details of this path. You should be able to copy and paste the details by highlighting them with your mouse and using ctrl+c to copy and ctrl+v to paste them in an e-mail to us.

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I try to use the download software and receive a message 'can't find MSVCR60.dll, what should I do?

  • Usually, the problem is caused by the user having an old MSVCP60.dll file installed on the computer. Our installer checks for the existence of the file when installing, but if an old version of the file resides on the computer it will not be installed again, and that may lead to the error described.
    Microsoft hosts an installer program that updates this file (and a few others as well). Click here to download and install a patch from Microsoft that will update the file.
    By clicking on the link and selecting "Run" when prompted, the file should be installed properly. Alternatively, the file can be downloaded, e g to the desktop, and executed by double-clicking it.

    Hopefully, this should solve the problem. Other programs may benefit from this update as well, as it contains important updates to generic libraries used by many Window programs.

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Why are the statistics, player notes or session browser not working?

  • Any problems using the statistics, player notes or session browser features of the download software can usually be solved by uninstalling the software through add/remove programs in the windows control panel and also removing the sofwares installation folder from your hard drive (C:\Program Files\PokerRoom.com). You can then re-install the software from the download page by clicking here.

    To find out how to save the statistics, player notes or hand histories, click here.

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Why will it not download / Install ?

  • Please go through the steps below and then try installing again:
    • When clicking the download link, you may find a yellow Internet Explorer security block at the top of your screen. If there is, click the bar and click download file.
    • Enable antivirus/firewall/security software to allow the download of our software.
    • Disable any download accelerators.
    • Check browser security settings (through Internet options) are not set too high (default setting is recommended).
    • If you do not have administrator rights on your PC. Please check with your administrator that executable files can be downloaded.
    • Ensure that you have sufficient disk space on your C: drive. (approx. 40MB).
    • Remove existing installation and/or files and then download again.

    Please note that if you are using AOL you may encounter some problems when downloading. If so, please try using another browser to download our software such as Internet Explorer.

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How do I get it to work on a Macintosh using OS9.x?

  • The software has been tested with Mac OS 9.2.2 together with Internet Explorer 5.1.7. (It might also work with earlier versions of Mac OS9 and maybe even some versions of Mac OS8, but that is not guaranteed.)
    Two things are required to make it work:
    • The Macintosh Runtime for Java (MRJ) 2.2.5 needs to be installed on your computer. Do a file search for "MRJ" and see if it turns up. If not, you can download it from Apple.
    • Your browser needs to be configured to use the MRJ to run Java applets. This is done from the "Java" controls in the "Settings".

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How do I get it to work on a Macintosh using Mac OS X?

  • The software works with Mac OS X 10.2.8 or later, together with Safari 1.0.2 orlater, or Mozilla 1.5 or later. No special settings are required for Mac OS X.

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I am a Mac user. How do I right-click?

  • The equivalent for "right-click" for Apple users is to hold on (Ctrl)+mouseclick. This works on our site for removing casino chips from the table, etc.

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Since I upgraded to OS 10.3.9 I am having problems accessing the games, what should I do?

  • We are aware that there are some possible problems for players who are Mac users in relation to the recent upgrades for Mac OS 10.3.9. The following link directs you to advice provided by Macintosh to fix the problems you are having. Put simply you will just need to upgrade your version of Java.

    Click Here for advice from Apple.

    If you just want to skip the advice and access the download required please Click Here

    If you follow the instructions provided by the technicians at Apple you will be able to access the games at Canbetpoker.com again. If you are still having trouble then please Contact Us .

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