If you are accidentally disconnected from the server during a game, your hand will be folded when your allocated time to make a decision has expired.
If you are playing on a cash table you will automatically be sat out until you return and choose to post blinds again. Until you return you won't pay any blinds.
If you were in a tournament you will continue to pay your blinds when it is your turn to do so. Your hands will be automatically folded without using a time bank first.
If you are connected using a wireless router you will need to ensure that this provides a consistently reliable connection that is required by our poker client.
If you are experiencing technical issues, please see below for the recommended troubleshooting that will help to resolve the issue.
- Close the poker client if it's running.
- Uninstall it.
- Delete all temporary internet files in Internet Explorer. This can be done in browser by choosing Tools -> Internet Options -> Delete files / including offline content.
- Restart the PC
- Disable the use of proxy servers (open Internet Explorer -> Tools -> Internet Options -> Connections -> Lan Settings -> Un-tick "Use proxy server for your Lan")
- Re-download the client from this link: banner.poker1.betfair.com/cgi-bin/SetupPoker.exe
- Re-install the client
Please also make sure that either your firewall or antivirus programs are not interrupting the download process. A manually added entry to the relevant allowed programs lists will eliminate this possibility.
You should also be certain that you have the latest Flash player installed.
Please note that the Flash player needs to be updated in Internet Explorer, as updating it in other browsers has no effect regarding the client.
The easiest way to check the installed Flash version is by visiting the following web page using Internet Explorer: http://helpx.adobe.com/flash-player/kb/find-version-flash-player.html
If you would like us to investigate the disconnection, please contact Customer Service to investigate the hand. You will need to provide either the game number (hand ID), the table you were playing on, the tournament that you were in or the precise time that you were disconnected.