What are Freerolls and Freezeout Tournaments?

• A Freeroll Tournament (or simply Freeroll) is a Tournament with no buy-in or entry fee. These tournaments do not allow any re-buy or add-on.
• A Freezeout Tournament (or simply Freezeout) is a Tournament where you cannot re-buy when you bust.

What are the different kinds of Tournaments?

• Scheduled Tournaments - These are tournaments scheduled to start at a specific time. Freerolls can be found under the 'Scheduled' tab.
• Sit & Go Tournaments (or simply Sit & Go's) - These are tournaments that will immediately start once the required number of players has been reached. Registered Sit & Go tournaments are usually single table tournaments.
• Satellite Tournaments - These are tournaments where winners win entries into higher buy-in tournaments for a relatively small fee. Satellites sometimes contain multiple stages leading up to large tournaments, such as a WPT, WSOP or Special Hero Poker events.

What is my Freeroll Eligibility and what are Coupons used for?

Once you have qualified for a Freeroll tournament, a pop-up message will advise you a coupon has been awarded and state which tournament you are now eligible to enter.

You can check your coupons in the 'Cashier' section. Once you have a coupon, you can simply register for the corresponding tournament. Coupons are issued daily every hour on the half hour, and will only remain valid for 24 hours.

To check your Freeroll eligibility simply visit the 'Player Admin' page and then go to 'Free Tournaments'.

$500 Freeroll for New Depositing Players - Make an initial deposit at Hero Poker and you will gain a coupon valid for 14 days, providing entry into our daily $500 Freeroll for New Depositing Players.

$50 Freerolls every 4 hours - Open to any Hero Poker member.

What are 'Raked Hands'?

Raked hands occur in real money ring games when a small amount of the final pot goes to Hero Poker, as a fee for using the poker servers. Our rake charts below show how we rake our games. When playing, if a small amount of the pot is moved to the left of the board cards on every street, then this is a raked hand. You will only be counted as participating in a raked hand if you have contributed to the pot (by betting or even by posting a blind). We also have a "No flop, No drop" policy, meaning that any hand ending without seeing a flop will not be raked.

How do I withdraw Freeroll winnings?

Freerolls have slightly different withdrawal requirements. Generally, you will need to earn a certain amount of VIP points before you can withdraw your freeroll winnings. The exact amount depends on how much you have won in the freeroll. You are however free to keep playing with your freeroll winnings right away.

Are there any fees associated with withdrawals?

Your player account will be credited a $15 fee for a check withdrawal which is $300 or over for up-to 6 times a calendar year. Please email rewards@heropoker.com after the check has been approved (must be approved, pending approval isn't enough. This is to prevent fraud by check cancellation).

How do I register for tournaments? How do I unregister from tournaments?

To register, simply double-click on the tournament you wish to enter, and click on the bottom-right 'Register' button.

You must ensure you complete registration before the tournament start time. For Freerolls and Scheduled tournaments, registration usually opens 2 hours before the start time, and will end 1 minute prior to tournament launch.

Sit & Go tournaments also require registration; however there are no time limits. Registration begins when a table is available and will finish when the number of required players has been reached.

To unregister from a tournament, click the 'Unregister' button in the tournament details. Any buy-in cost will be refunded if you unregister prior to commencement.

What happens if I am disconnected during a tournament?

If you are disconnected during a tournament, you can log in again and still have your seat. Keep in mind the software will continue to post blinds and fold automatically on every hand during the time you are disconnected.

Can I watch tournament tables?

In the tournaments details (choose the tournament and click 'Details'), all of the tables currently active are listed in the 'Tables' chart in the bottom-left corner. Simply double-click on a table name in that list to open the corresponding table. If you want to find the table a certain player is seated at, double-click on this player's name in the 'Players and Results' list.

What happens if a tournament is shutdown or cancelled?

From time to time, freeroll and sit&go tournaments may need to be shutdown or cancelled. If a tournament is shutdown, then it will be rescheduled or bonus freerolls will be offered.

Tournament Payouts

Hero Poker Tournament Payout Structure

This table shows the standard payouts for multi-table tournaments at Hero Poker. The right column shows the finishing place, while the column headers display the amount of players in the tournament. For example, if you finish in 9th place in a tournament with 250 people, you would be paid 2% of the total prize pool.

	1-9	10-29	30-49	50-99	100-199	200-299	300-399	400-499	500-749	750+
1st	70%	50%	40%	30%	30%	27%	26%	25%	25%	25%
2nd	30%	30%	25%	20%	20%	18%	17%	16%	15%	14%
3rd		20%	15%	12%	10%	9%	8%	8%	7.5%	7.5%
4th			12%	10%	8%	7%	6%	6%	5.5%	5%
5th			8%	8%	6%	6%	5%	5%	4.5%	4.25%
6th				6%	5%	5%	4%	4%	3.5%	3.5%
7th				5%	4%	4%	3%	3%	3%	2.75%
8th				4%	3%	3%	2.5%	2.5%	2.5%	2.25%
9th				3%	2.25%	2%	2%	2%	2%	1.75%
10th				2%	1.75%	1.5%	1.5%	1.5%	1.5%	1.5%
11th-20th					1%	1%	1%	1%	1%	1%
21st-30th						0.75%	0.75%	0.75%	0.75%	0.75%
31st-40th							0.5%	0.5%	0.5%	0.5%
41st-50th							0.25%	0.25%	0.25%	0.25%
51st-60th								0.2%	0.2%	0.2%
61st-80th									0.15%	0.15%
81st-100th										0.125%

What is 'hand-for-hand' mode and when does it happen?

'hand-for-hand' mode is used in all multi-table tournaments and forces all tables to play the same exact number of hands at critical times, usually when closing in on the money bubble.

I am unable to register for a tournament, I am told that somebody already registered with the same IP address.

The way home networks are configured, players are not able to enter tournaments at the same time as other players on the same network. No such restriction applies on private tournaments and sit&go tournaments.

Does Hero Poker offer a First Deposit Bonus?

Hero Poker has a standard 100% Initial deposit bonus up to $600. In addition there are various deposit bonuses released monthly through our promotions, these can be found in the news items or in informative emails sent out by our service.

NB: bonus details are subject to change without notice and have play-through conditions.

What are rebuys and addons?

Some tournaments have 'rebuys' and 'add-ons' options, noted as an 'R/A' tournament. This means that if you bust out (lose all of your chips), you can 're-buy' into the tournament and continue to play for the same original buy-in amount. An add-on is usually offered at the first break, when the re-buy period ends. Add-ons give you a chance to add extra chips to your stack for a fee. Some tournaments have a 'double add-on' rule, which will give you twice as many chips as the starting chip count for the same fee.

I can't login. It seems I have had too many failed login attempts.

To reset your password, open up the Hero Poker Client. At the login screen, click on the 'Forgo Password?' button at the bottom of the screen. You will then receive an email with your account name and password. While you do that, we will reactivate your account and you should be able to login again. Please keep these details on file for future game play.

Please ensure that you email customer support and include your Hero Poker username, so that we can reset your account.

I forgot my password.

If you have forgotten your password open the Hero Poker software and click on the 'Forgot Password?' button. Enter your username and email (make sure it is the email currently associated with your account) and click the 'Reset Password' button. You will then be emailed a new password.

How do I change my nickname?

Due to company policy at this time, once an account is created, the nickname cannot be changed. Please contact support if you think you have a valid reason for changing your nickname.

How do I see how much Real Money and Play Money funds are available in my account?

To see these funds, simply go to the 'Cashier' section. Your real money & play money wallets will both be displayed.

What is the 'Player Admin' section?

The 'Player Admin' section allows you to change your preferences, view playing details, check your account details and get help and information. You can get to the 'Player Admin' section through the Lobby of the Hero Poker client.

How do I change my Player Icon?

Players can choose from Hero Poker's icon library or use their own icon when playing. The icon will be located next to the players name at the game table. To choose your icon, in the Lobby go to 'Player Admin'. Player Icons must be .jpg, .gif or .png files. Our software will automatically resize your image. If you do use your own icon, please do not use any inappropriate images that may offend other players. Offending icons will be removed.

How do I view my Hand History?

To view your Hand History during a game, click on the 'History' button, located below the table. If you want to see your hand histories for all games, go to the 'Player Admin' and click on the 'Hand History' button, then choose a date and your hands from that day's play will be displayed.

How can I view all of my transactions and winnings/losses? (Player Ledger)

The Player Ledger gives you a complete reconciliation of all transfers in and out of your player wallet, including Game play (Game Buy-ins, Game Withdrawals, and Tournaments), Money Transfers (Deposits & Withdrawals) and Coupons (Deposit Based Coupons, Tournament Winnings Coupons).

All transaction history can be found in the 'Cashier' section.

What happens if I am disconnected during a game?

If you are disconnected during a game, the software will try to connect you again and put you straight back into the game. If you have reconnected before your hand has timed out, then you can continue playing. However, if your hand does time out before you can reconnect you will automatically be put all-in.

I am having Game Speed and/or Connection Issues.

To resolve this matter, please try implementing the following measures to allow your computer and connection to cope better;

* Click on the 'Settings' button in the client software.

* Click on the 'Window' tab and select 'Lobby Window'. This will open all new tables and games within the Hero Poker Lobby window and will save resources.

If you still find that you are experiencing poor performance then;

* Click on the 'Settings' button then click on the 'Performance' tab. Pull the slider further towards the 'Performance' side until you find that the software is running more smoothly.

If all of these measures fail, try turning off any other programs that are running in the background. Also, running instant messenging programs and downloading/streaming audio/video content in the background can increase latency on dial-up and low-end broadband connections.

We also strongly recommend removing any malware, adware and spyware from your computer. These are a common plague that come with using the internet, and can slow down even the fastest computers enough to affect your connection latency. A suggestion would be the spyware/adware removal program that microsoft provides, but there are many other free and commercial removal products available on the internet.

If nothing that has been suggested helps, contact your ISP's tech support department and find out if they are having issues in your area.

Poker Rake

Our rake ranges on a percentage of the pot according to the scale below. We also have a "No flop, No drop" policy, whereby we take no rake if the hand ends before the flop.

All Real Money Games will be raked according to the following tables:

Limit Games up to $1 / $2

# of Players	Rake per $0.20 in pot	Maximum Rake
HU	$0.01	$0.50
2-10	$0.01	$1.00

Limit Games $2 / $4 and above

# of Players	Rake per $0.20 in pot	Maximum Rake
HU	$0.01	$0.50
2-3	$0.01	$1.00
4-5	$0.01	$2.00
6-10	$0.01	$3.00

No Limit / Pot Limit Games

# of Players	Rake per $0.20 in pot	Maximum Rake
HU	$0.01	$0.50
2-3	$0.01	$1.00
4-5	$0.01	$2.00
6-10	$0.01	$3.00