How To Play Poker at a Glance

It's simple to play poker with us. Once you have registered an account and logged into our software, you're ready to play unlimited U.S. legal online poker 24-7 for the opportunity to win up to $100,000 in cash and prizes every month.

Regardless of the game, the steps to playing are the same:

About Points

Points are needed to enter and play in most tournaments. All players are awarded Points upon creation of their new account and you will receive Points every day that you login to our application. You can win even more Points by playing in tournaments and by participating in our daily Bonus Point activities located under the Get Points tab.

Using Your Points

Frequently Asked Questions

1. Getting Started

Does playing in the browser platform affect my original Account?. Playing  in the new browser-based software  will not affect your account.

Are these games legal? Our contests are free and do not involve gambling in any way. Your money is never at risk. To participate, you must meet the minimum age and eligibility requirements as outlined in our Official Rules and Terms and Conditions. Void where prohibited by law.

Do I need to download anything to play in the browser-based version? You do not need to download our software in order to play. All you need to do is create a new account and login to play via your web browser.   That means you can play from anywhere, and from both Mac and Windows machine.  Note the web browser software limits players to one game at a time. To play multiple games at the same time, you can  download our Windows PC software, that you can get here.

I’m getting error messages when trying to log on. What should I do? Our support team can assist you with this issue but we’ll need to know the exact  text of the error message. Please be sure to include as much detail as possible; the exact nature of your problem, the type of computer you’re using, the operating system, browser, how you connect to the Internet and any other information you think may be helpful for us. Remember, the more info you provide, the quicker we’ll be able to help resolve your issue. Contact support@zenentertainment.com for assistance.

I want to log on but I’ve forgotten my password. What do I do now? On the login screen you’ll find a Forgot Password link. Click that and follow the prompts to have a replacement password sent to you. Please note that this password is case sensitive so you’ll have to enter it exactly as it appears in the email notification you’ll receive.

Don’t see the password reset email in your inbox?  Be sure to check your junk mail folder.

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2. Account Information

What is a screen name? Your screen name is your identity at the poker tables. There is a 12 character limit to screen names. Please note that uppercase letters occupy more space in a word than lowercase letters; if your screen name has many uppercase characters, it name may truncate (cut off) when it appears on the site.

Can I change my screen name? Please choose your screen name carefully as we do not change screen names after you’ve registered your account unless there is a technical reason for us to do so.

What do I have to do to update my address information? You can update your address information by clicking on the My Account button under your screen name in the upper right corner.  In the My Account section, choose Edit Profile.  If you need assistance, our customer service team can update any of your account information for you. Just contact support at support@zenentertainment.com and let them know which account you would like them to update and with what information.

Privacy
Will my personal information be kept confidential? Please see our Privacy Policy for complete details about the ways we protect your privacy.

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3. Memberships

How many membership levels do you offer?  We offer three membership levels: VIP, Elite and Basic (additional levels may be added at a later date).  You can upgrade your membership at any time by logging on to the software and clicking Account > Edit Membership.

How do I upgrade my Account? It’s simple: after you’ve logged on just click Account>Edit Membership the select the type of account you want.

What does VIP membership include?

How much does Elite cost? The Elite membership is $4.98 per month and automatically renews each month.  Qualified players can enjoy a seven day free trial before they are billed the membership fee.

How do I know if I qualify for a free trial VIP or Elite membership? There is only one free trial membership per player.  You’re qualified for the free trial only if you’ve never had one in the past. 
Basic Membership Includes: 
Basic members can play in the unlimited online Basic Member poker tournaments (tournaments are available on a first come first serve basis).

How do Basic, Elite and VIP compare to each other?

Do you offer a discount if I want to pay for a full year in advance (or any other bulk, extended time-period purchase)? At this time we do not offer discounts or the ability to pay for an extended period however we are working this so stay tuned for details!   

Do you charge me automatically each month or do I have to enter my credit card info each month?  VIP Memberships are renewed automatically each month and your card is automatically charged each month so there’s no need to re-enter your credit card information each month.

When does the renewal happen?  Your renewal date is every 30 days.   For example, if you became a member on September 23rd, you renewal date will be the 23rd each month.  Tip: you can check on your billing transaction history after you’ve logged on:

Your renewal dates will then display.  If no records display, there have been no charges yet. 

I don’t have a credit card.  Are there other payment options (can I mail you a check or can I do an EFT, electronic check, etc.)? At this time we only accept credit and debit cards as a form of payment.  If you don't have a card may be withheld and awarded to the next ranking player and their accounts may be subject to suspension or cancellation.
available you can use a pre-paid card that has the MasterCard or Visa logo on it.  Just be sure there are sufficient funds on the card to cover the cost of the membership for however many months you wish to be a member as well as any fees the issuing bank/company may impose on the card when it's used.  Consult the selling agent in regard to those fees.

Can I have a VIP account and a Basic account?  To maintain integrity of game play, each user is limited to one account per household.  If a player, during the prize verification process, is found to have more than one account, their prize
How do I cancel my VIP or Elite membership? You can cancel your membership at any time and on your own by clicking Account>Edit Membership and selecting the Basic membership option; selecting the Basic membership option will cancel your VIP or Elite subscription.  Please note that downgrades from VIP or Elite to Basic become effective immediately and there are no refunds, in whole or part, for any unused portion of a VIP membership.  To retain your VIP or Elite access for the period for which you have already paid we recommend cancelling your membership at least one day prior to your next renewal.  You can check on your billing transaction history and determine your renewal date after you’ve logged on:

Your renewal dates will then display.
We’d also be happy to cancel your membership for you.  Just contact Customer Support.  Please note that cancellation requests will ONLY be handled Monday through Friday, 10:00 AM to 4:00 PM Eastern Time.  Please allow three business days for cancellation requests to be processed.

Are my membership fees refundable? There are no refunds, in whole or part, for any unused portion of a VIP membership

I’m a VIP or Elite Member.  How do I update/change my billing information? Log on to the poker software as you normally would.  From inside the lobby, click My Account, then click Account & Billing. 

Why is there a charge on my card for the free trial? When you sign up for the VIP or Elite membership we authorize your card to verify the card and information you entered are valid and there are sufficient funds available to cover the membership fee. This is NOT a charge.  Authorizations are typically released (expire) after about 10 days; check with your bank for their specific time line. You are only charged if you don't cancel your VIP or Elite subscription before the end of the free trial period.

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4. Tournament Questions

What time zone governs game play?
Game date/time info is displayed based on your system time settings. For example, if your computer clock is set to Eastern Standard Time, then the official Tournament Clock you see on the site will also display in Eastern Time.

What is a single-table, or Sit N Go tournament (SNG)? Single Table (Sit N Go) tournaments can have a range of 2–10 players at a table. In single table tournaments, all players begin with an equal number of chips. Players at this single table compete for each other’s chips as the blinds and betting structures increase incrementally. Players are knocked out of the tournament as their opponents win their chips. The eventual winner is the last player left at the table with all the chips.

What is a multi-table tournament (MTT)? In a Multi-Table tournament, there can be multiple tables of players to a maximum of 10 players per table. Each player starts with an equal number of chips. Players at several tables compete for each other’s chips as the blinds and betting structures increase incrementally. Players are knocked out of the tournament as their opponents win their chips while remaining players are re-assigned seats to keep tables full. This collapsing of tables continues until the last surviving players with chips are at a final table. The eventual winner is the last player left at the table with all the chips.

Where do I send a grievance? All comments, suggestions, and general questions can be directed to our support team by emailing our customer support team: support@zenentertainment.com, or by completing a request in the CONTACT US form under the HELP tab.

How do I register for a tournament? After you log on to the poker software, click on the Tournaments tab. This will display a list of the Tournaments available.  Select POINTS,CASH or COOL STUFF to see a list of tournaments that corresponds to your selection. To register for a tournament simply click the "Register" button. You can still register for some tournaments when the “Register” button is indicating “Check-In”.
If you can't play after registration, you can "Unregister" for tournament as long as the registration button hasn’t turned to a green “Check-In” button.
If you register for a tournament , and the tournament check-in period has begun, you will have the points credited from your account  whether you show up to play or not.

How can I see where I finished in a tournament? Once a tournament has completed, you can find standings information by going back to the Tournaments tab, finding the tournament under the Completed Tournaments section and clicking on the details for that tournament.
Please note that the majority of completed tournaments will only appear in the lobby for a limited time. 
How long is Rank/Standing information available? In most cases ranks/standings are available for three hours or less after the completion of the tournament.
Who is eligible to play? Eligibility to play is limited by state, age and/or other criteria as determined by us. Please review the Official Rules and Terms and Conditions for a detailed description of the rules and eligibility requirements governing participation. This offer is void where prohibited by law.

Tournament - Cancellation

What happens if a tournament or Championship is cancelled? You may be disconnected from a tournament because of a loss of Internet connectivity or for undetermined reasons. Every player is susceptible to being disconnected. If we cancel an in-progress tournament because of technical issues, the following policy will apply:

We reserve the right to use other means to resolve cancelled tournaments. However, the above is our guiding policy. By playing on this site, you acknowledge that you may be disconnected for reasons beyond your or our control and that may lead to a loss of your points buy-in, the chips you have accrued in the tournament and/or your position in the tournament’s ranking. You may be in the process of winning a large pot when a tournament is cancelled only to have that tournament resume with an earlier chip count or even restart from the beginning. You also acknowledge that you may be involved in a tournament where you are the clear chip leader and receive the same refund as a player with many fewer chips.

What happens if I lose my connection to the Internet while I’m playing in a tournament? You may be disconnected from a tournament because of a loss of Internet connectivity or for undetermined reasons. Every player is susceptible to being disconnected. Please see the section titled ‘What happens if a tournament or Championship game is cancelled’

Do I need a password or an invitation to register for a Championship I qualified for?
Invitations to tournaments are emailed to the email address you used when you registered on the site however they’re not needed to register. If you’ve qualified for a championship you’ll be able to register at any time after you’ve qualified. If you’re not getting our emails, including the invitation emails, you may wish to check your spam/junk mail folder as our mail can sometimes land in that folder. You can alleviate this problem by whitelisting and/or adding support@zenentertainment.com as an allowed sender.

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5. Game Play Features

How do I turn on/off the sound? You can turn on/off table and game sounds when you join a poker table and click on the sound icon (a speaker) located above the chat window in the lower left hand corner of the screen.

How do I customize my game play and table settings? You can adjust your game settings such as: Post and Fold Mode, Dealer Chat Messaging, Automatically posting blinds and Auto Muck by Clicking on the Info & Settings button located at the top right hand corner of the table screen. A dropdown menu will appear that allows you to select/de-select the above features in addition to quick links back to our Poker Lobby, Hand History, Tournament Stats and How to Play details.

How do I get the game to fit my screen?
Browser: If the game is too large to fit your screen, you can press control - to zoom out. If the game is too small, you can press control + to zoom in.

Download: If the game is cut off in the window of your download software, you can adjust it to fit by changing your screen resolution to the minimum supported size. Go to your Control Panel>Display. Make sure your zoom/text size is set to "Smaller - 100% (This feature is called DPI in Windows Vista). Also, please ensure you are running a screen resolution of at least 1024x768 as our game requires a minimum resolution of 1024x768 and a 4:3 aspect ratio.

If you continue to encounter problems, please email us back at support@zenentertainment.com with exactly what screen resolution and zoom/text size (DPI) you are running.

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6. Email

How to Whitelist in your spam filter
If you do not receive email from us, you may have:
1. twice typed your email in wrong, or;
2. have a spam blocking system that did not allow the message through.

In either case you won’t receive email from us.
We want our players to always anticipate and enjoy the events updates that we deliver and often our legitimate email publications are mistaken as unwanted.
If you currently use an anti-spam program or service, we ask that you take just a minute or two to add our publication to your "safe" or permitted email sender list. This usually involves simply adding our sending address (From :) to your whitelist, safelist, or list of privileged (allowed) senders. This is commonly known as whitelisting a publication.

If we are being filtered, try adding support@zenentertainment.com to your Address Book or Contact list. If this option is not available, try moving the message to your 'inbox' or forwarding the message to yourself. If subsequent messages continue to be filtered, call or e-mail your ISP's technical support and ask how you can be sure to receive all e-mail from support@zenentertainment.com

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7. Chat, Conduct and Poker Etiquette

We will attempt to maintain a pleasant, fun and safe environment for all our members but is not responsible for the conduct of any individual or group of players. We have established this code of conduct, and may deny the use of our poker table or chat rooms to anyone who violates it.


Language, offensive behavior and reporting - To make our tournaments and chat rooms fun and safe for all our members, abusive and obscene language is not permitted in the chat rooms or at the poker tables. Players who insist on using offensive language or harass other players will have their chat blocked. For the sake of clarity, the following are barred in the chat rooms and at the tables:

How do I report abusive chat? To report chat violations in the Community Chat rooms or at the poker tables use the Report Profanity link (which can be found under the Info & Settings tab while at the table). Be sure to note the time of the offense, the exact nature of the offense and the screen name of the person committing the offense. All claims will be investigated. We reserve the right to determine a course of action appropriate to the offense, including in the most severe, or repetitive cases, permanent revocation of your privileges to play. All decisions by management are binding. You may or may not be notified if your chat privileges have been suspended and you may or may not be notified about a complaint you lodged against another player.

My chat was suspended. Why and what do I do to have it reactivated? If you receive a message indicating your chat has been suspended, please contact customer support for details.

Poker etiquette: The following actions are improper and are grounds for warning, suspending, or barring a violator:

Collusion - Collusion is a form of cheating in which two or more players signal their holdings or otherwise form a cheating partnership to the detriment of the other players at the same table. While on one hand it is easier to pass information between colluding players in online poker than it is in live poker rooms, it is much more difficult to avoid eventual detection as the cards for all players can be examined after the play.

No matter how sophisticated the collusion is, it must involve a play of a hand that would not be played that way without collusion. Our detection methods are aimed to catch unusual play patterns and warn the security personnel, who will then make a thorough manual investigation. We will also investigate all players' reports about suspected collusion. If any player is found to be participating in any form of collusion his or her account may be permanently closed.

ZEN Entertainment reserves the right to declare void any prize for any reason including but not limited to collusion, automated entries, or misrepresentations. ZEN Entertainment also reserves the right to order repayment and/or return of any prizes it deems to have been won fraudulently as well as any previously won prizes.

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8. Poker Points

What are Poker Points? Poker points are what you use to enter tournaments.. Poker Points have no cash value.

How do I get Poker Points? Each day you log on to the site you will receive additional points. There are various other ways to earn more points, including Surveys, Questions of the Day, Refer a Friend, Special Offers and more. Please note that not all points-earning options will be available on all days. Click the Get Points tab after you’ve logged on for information on how to get additional points. Poker Points have no cash value.

How can I see how many Poker Points I have? Your points balance is displayed at the top right hand corner of the poker application next to your screen name. you may click on that to go to your wallet and see a detailed list of all points wallet transactions for the last 7 days.

What if I run out of Poker Points? There are various other ways to earn more points, including Surveys, Questions of the Day, Refer a Friend, Special Offers and more. Please note that not all points-earning options will be available on all days. Click the “Get Points” tab after you’ve logged on for information on how to get additional points. Poker Points have no cash value.

I have referred a friend and I don't see my additional points in my weekly bankroll. Why? Your referral must sign up and play a full game before points are awarded. You must allow 24 hours after your friend has played their first hand of poker for the additional points to be added to your Bank Roll.

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9. Prizes

What can I win? We offer a variety of prizes. Past prizes have included cash, buy-ins to the World Series, HDTVs, certificates for cruises and sporting events, poker-related merchandise, clothing items and much, much more. Check the Prizes tab for more details.

I won a prize. How do I claim it? All players who win a prize on the ZEN Entertainment Network will be required to complete an affidavit verifying their age and identity before any prize will be sent. The first time you win a prize you will receive an email with instructions explaining how to complete the affidavit. This email is typically sent seven to ten days following the date of your win. The affidavit needs to be completed only once. Since this email may be flagged as spam be sure to check your spam/junk mail folder. If you do not see this email in your inbox 10 days after you have won, your Customer Support can assist. Go to the HELP tab and complete the CONTACT US form, or email support at support@zenentertainment.com

I have completed the eligibility affidavit. How long will it be before I receive my prize? If you have completed the eligibility affidavit your prize will be reported to the company sponsoring the prize in the next fulfillment reporting period. Please note that sponsors only distribute prizes once a month so if you win your prize even one day after the reporting period has ended it will only be considered in the following month. Prizes can be expected four to six weeks after the monthly prize distribution date (possibly longer if this is your fist time winning a prize).

Fulfillment reports only include unfulfilled prizes won through the end of the previous month. For example, a fulfillment report generated in April will only include cash prizes won through the end of March.

Each prize sponsor fulfills their own prizes and each prize sponsor fulfills according to their own schedule. If you win prizes from different sponsors you may not receive those prizes at the same time.

Do I have to submit IRS form W-9? Players whose current year-to-date cash wins reach or exceed $600 will be required to complete and return to us IRS form w9. Prizes will be withheld until we receive this form. Contact Customer Support to determine if you have to submit this form.

How are my prizes sent to me? Cash prizes are sent in the form of a check drawn on a U.S. bank and are mailed to your address on-file at the time of the win. e-Gift certificates are sent via email so be sure to check your spam/junk mail folder! Physical merchandise is sent via the method ZEN and its sponsors deem most acceptable.

Can I exchange the prize I won for another prize? Prizes can’t be substituted or exchanged.

General Prize Restrictions: All prizes will be sent via US Postal Service with the appropriate postage (where applicable). We assume no liability for non-deliverability. All cash prizes will be paid in U.S. funds via check or alternate payment.
a. United States Federal Tax Regulations requires that you complete and return IRS Form W9 and that we issue you a Form 1099 at the end of each calendar year if you have won prizes totaling $600.00 in that year. However, you remain solely responsible for paying all taxes in accordance with the laws that apply in your state, province, and/or country of residence.
b. As with our cash prize tournaments, users are responsible for applicable income taxes for merchandise prizes. Either the Manufacturer's Suggested Retail Price, or our prize acquisition price, or our discretion, will be used in determining the estimated cash value of such prize/s.
c. Non U.S. residents will be subject to back-up withholding for federal income tax purposes at 30%. Winners will be required to provide such documentaton as the Federal Income Tax Regulations require. This is in compliance with US Federal Tax Law and is stated in our Terms & Conditions.
Special Provisions for residents living outside of the U.S. or Canada: We restrict merchandise prizes to U.S. Residents ONLY. Residents outside the United States are advised to play only in cash tournaments. If the location you reside in considers sites like ours legal, you are more than welcome to play and win.
See Official Rules for complete details

ZEN reserves the right to declare void any prize for any reason including but not limited to collusion, automated entries, or misrepresentations. ZEN also reserves the right to order repayment and/or return of any prizes it deems to have been won fraudulently as well as any previously won prizes.

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10. Our Software

Browser Software Requirements
Browser Compatibility
Currently, we have full support for IE8+ as well as the most recent versions of Firefox, Safari and Chrome.
Need to download a browser? Click on one of the links below to download a browser for FREE!
Internet Explorer (IE8+) | Google Chrome | Mozilla Firefox | Safari
Feedback: If you have any questions or concerns, please do not hesitate to contact us at support@zenentertainment.com

Download Software Requirements

Additional System Requirements

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11. Vista Information

Does your download software support 64-bit machines? Yes, our software will operate on 64-bit machines. Just follow the download instructions above. Be sure to allow the software to install into the default paths and directories displayed during the installation process.

I’m logging on to the software and it’s trying to install an update. Why won’t it complete? This is related to User Accounts Control. First, turn off User Account Controls: open Control Panel and click the icon for User Accounts; click the link that says Turn User Account Control on or off; uncheck the box that says Use User Account Control (UAC) to help protect your computer. Next restart your machine. Now, log back on to our software and let the download complete; when the download is complete, go back to Control Panel and turn UAC back on again.

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12. Technical Issues

While playing in a tournament the computer screen/connection icon keeps flashing from green to yellow and/or I’m getting messages about Network Latency. What does that mean? Our software relies on instant, real-time communication between your PC and our servers. From time to time even the fastest internet connections can slow due to network congestion. If this happens during game play, our software will invoke a series of steps that are aimed at keeping logged on and connected. If the software is able to re-establish your connection you’ll be ‘fast forwarded’ to bring you back up to speed with the game. If you are fully disconnected during game play, you can rejoin your table after you’ve logged back on by clicking either the Rejoin button in the lobby listing or the flash number by ‘My Games’ which can be seen in the upper right corner of the lobby window.


Why do I keep getting booted while I’m playing? See the above question While playing in a tournament the computer screen/connection icon keeps flashing from green to yellow and/or I’m getting messages about Network Latency. What does that mean?

I use Vista but I can’t get the tables to load. What do I need to do? Vista users may need to make a minor adjustment to that operating system for our software to work correctly:

I’m getting error messages when trying to log on. What should I do? Our support team can assist you with this issue but we’ll need to know the exact (or as close to exact) text of the error message. Please be sure to include as much detail as possible: the exact nature of your problem, the type of computer you’re using, the operating system, how you connect to the internet and any other information you think may be helpful for us. Remember, the more info you provide the quicker we’ll be able to get your issue resolved.

I am having problems playing the game; icons and images don't show up, I can't use certain buttons, etc. What can I do to try and fix this? Please make sure that you are running the latest version of your internet browser. You can find and download the latest versions by clicking on the "System Requirements" tab on the left. You can also try clearing your browser cookies and internet cache. If you still need further assistance, please contact support@zenentertainment.com.

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13. Help

Whom do I contact for help? Didn’t find the answer you needed here? Our support team is available to help; you can contact them by clicking the HELP tab and completing the CONTACT US form. Please be sure to include as much detail as possible, including the exact nature of your problem, the type of computer you’re using, the operating system, how you connect to the internet and any other information you think may be helpful for us. Remember, the more info you provide the quicker we’ll be able to get your issue resolved. Note: we attempt to answer all queries within 24 hours, though weekend responses may take a bit longer.

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14. Contact Us

For general support issues: Click Here

Where do I provide feedback? You are encouraged to provide as much feedback as possible. You can provide feedback at any time by clicking a “Feedback” link on your actual table as well as in the lobby of the Browser. In the alternative, you can always provide feedback directly to support@zenentertainment.com.
Please let us know any problems you encounter, whether they are technical in nature or even a small aspect of the site you think we can improve.

Is there a limit to the number of feedback responses I can provide? No. Please let us know what you think. Don’t worry we’ll sort it all out and we appreciate you taking the time to help us make this the greatest playing experience possible.

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