Customer Support
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Frequently Asked Questions
| My user account |
| I can't log in |
| Please check your user name and password. The characters are case sensitive. If you have forgotten your password, you can get a new one here: New password |
| Where can I change my personal data? |
| To ensure maximum protection of your data, it is not possible to change it on the website. If you want to change it, please contact our customer support using the contact form to the left. |
| My $50 starting capital |
| How quickly will I receive my starting capital? |
| This depends on the poker room. You should receive the money within 48 hours after our team has confirmed your user account. |
| I have passed the quiz. Where is my money? |
| Did you select a poker room and enter your personal details? |
| At which poker rooms can I receive the $50? |
| A current list of all the $50 rooms can be found here: All $50 rooms |
| My preferred poker room is not on the list |
| We're sorry, but you cannot receive the $50 at that room. Please choose another one. |
| I forgot to enter the bonus code |
| This should not be a problem as long as you downloaded the poker room software through our website. Should it not work however, you will automatically receive a message later. |
| I already have a player account at my preferred poker room |
| You can only receive the $50 at a poker room if you haven't registered with them before. This also applies if you have only played for play money at the specific room. Please choose another room. |
| Can I receive the $50 multiple times? |
| No. You can only receive the starting capital once. However, we sometimes run promotions where eligible members can receive an additional starting capital; in this case, you will be notified via e-mail. PokerStrategy.com uses various criteria to determine whether a specific user is eligible for a second starting capital. We are unable to disclose our process for this decision. |
| Can I cash out the $50? |
| At almost all poker rooms, you have to play with the $50 first before you can cash out the money. You can find the specific conditions in the starting capital guides in our Poker Room section: Go to the guides |
| The ID Check |
| How long does the ID check take? |
| If we are dealing with a large number of requests, it might take up to 48 hours, but it usually won't take more than a day. |
| I didn't pass the ID check. Why? |
| The decision is based on various criteria. We are sorry, but we cannot give you any further details on this to prevent the abuse of such information. Our employees will not disclose any information about the procedure. |
| Can I repeat the ID check? |
| Unfortunately not. For security reasons, the decision cannot be overturned. Wrong decisions on our part cannot be completely avoided. Please accept our apologies for this. |
| My StrategyPoints |
| Can I collect StrategyPoints at multiple rooms? |
| Yes. You can play at all of our partner rooms at the same time and earn StrategyPoints. The only important thing is that you created your player accounts through us. |
| I'm playing, but I'm not receiving any StrategyPoints |
| Some poker rooms may take a few days to send us the data related to your StrategyPoints. Please also make sure that you created your player account through us. This is the case if you downloaded the software through the link on our page. |
| What is rakeback and how is it calculated? |
| The poker room gets to keep a small part from every pot, the so-called rake. This is how it funds itself. If you take part in a rake programme, the room regularly pays you back a part of the rake you generated. How this works in detail is described in our download guides for the poker rooms: Poker Room section |
| Tell-a-Friend - Referring members |
| How can I refer members? |
| In the Invite Friends section, you will find your personal referral link. When someone registers with us through that link, he is tracked as referred by you: Invite Friends section |
| What are the payout options for my referral rewards? |
| You can find all the available payout options on the Payout page in the Refer friends section: Payout page |
| Why do my referred members have to pass an ID check? |
| Before we give out the $50 starting capital, we will occasionally carry out ID checks with some members. Before a referral reward is paid out, we may ask some referred members to send us a proof of identity, even if they haven't been asked to do so before. |