Help

Please find below answers to some of the most common questions that you may have. If you have any further questions, please do not hesitate to contact us

Cashier Related Questions – for deposits, withdrawals and security:

  1. How do I make a deposit to my Poker Room account?
    In order to make a deposit, you must first download the African Palace Poker software and open a Real Money account. Once you have received your Username and Password, you will be ready to make a deposit into the African Palace Poker account. Start the African Palace Poker programme and login into your account. Once you have entered the Lobby, click on the Cashier button in the bottom left hand corner of the screen. This will take you to the Deposit page. Select your desired deposit method.
    Credit Card Deposits:
    Your credit card will be billed immediately after purchase. We recommend that the cardholder prints out all of the transaction data, cancellation regulations and payment methods in order to avoid any confusion at a later stage. All order will be effected immediately and once the purchase has been processed, the player will be able to play.
  2. How do I withdraw my winnings?
    To withdraw money from your poker account, you will need to login into the Poker Room and click on the Cashier button located in the bottom left hand corner of the screen. If you made a deposit to your account via a credit card, we will attempt to credit funds to your credit card to the extent allowed by our credit card processing companies. All withdrawal amounts that are over and above the limits allowed by the processing companies will be sent to you via cheque, NETeller, PrePaidATM, internet transfer or Bank Draft. Bank drafts will be sent to the billing address you specified during the account registration process – please ensure that this address is correct to avoid unnecessary delays. If your address has been changed, please contact our Customer Support team on support@africanpalacepoker.com. Please allow up to three weeks for delivery of mail. There are no charges levied on band draft withdrawals. If you select the internet transfer option, you will be required to fill in your bank account details. There are no fees levied on internet bank transfers. Your withdrawal status can be tracked by clicking on the Cashier button and opening the ‘Transaction History’ menu option. The status column on this screen will identify the phase of each transaction on your account.
  3. What is a pending withdrawal?
    Once you have requested a withdrawal, your request is considered as pending for processing by our Finance Department. Withdrawal requests that are still pending can be cancelled and the amount can be sent back to your poker account. All pending withdrawals can be seen in the ‘Withdraw’ section of the Cashier.
  4. I have made a Withdraw but I have changed my mind. How do I cancel the Withdraw?
    You can cancel a withdrawal request by selecting the relevant withdrawal on the Pending Withdrawals page in the Cashier.
  5. How do I follow up on my deposits and withdrawals?
    Go to the Cashier and click on the Transaction History menu option to see all of your financial actions on your account, from withdrawals to deposit requests.
  6. Is it safe to use my credit card at African Palace Poker?
    Yes. Our software makes use of the best in available security measures, such as the latest Firewall technology and RSA encryption protocols to ensure that your personal information remains 100% secure.
  7. What is NETeller?
    NETeller (http//www.neteller.com) is an online money transfer service where you can create an account that serves as an online wallet. You can use NETeller to deposit, withdraw and transfer money to African Palace Poker. Becoming a certified NETeller member is a simple process. South African users may become certified by faxing a clear copy of their passport and both sides of a personal credit card to NETeller.
  8. How do I deposit, withdraw and transfer funds using NETeller?
    Log into your NETeller account and follow the links on the main navigational bar located at the top of the screen. Alternatively use the Quicklinks located on the left hand side of the screen. Each process is explained in detail in their respective sections on the NETeller website.
  9. How do I verify my bank account?
    After registering your bank account, NETeller will debit and credit your bank account for two amounts, both less than one US dollar at NETeller’s expense. Use these two amounts which can be obtained from your bank statement to verify your NETeller account on the website.
  10. Why was my NETeller withdrawal declined?
    It is NETeller’s policy to withdraw your funds using the same method as they were deposited, Therefore is you deposit US$20 by credit card, you must withdraw US$20 back by credit card. Any additional amount must be withdrawn using another method.
  11. Why was my credit card declined?
    A credit card may be declined by the bank that issued the card. You will need to call your bank to find out why they have declined your card. It is a NETeller policy that three invalid credit card attempts within one hour will close your NETeller account and you will have to contact their customer support division to have it re-opened.
  12. How do I change the personal information in my NETeller account?
    There is an ‘Edit Account’ option available on the main navigational bar at the top of the NETeller screen. This will allow you to change your telephone number and password in the NETeller system.
  13. What do I have to do in order to play with African Palace Poker?
    You will first need to download our free software from www.africanpalacepoker.com. Downloading the software onto your PC makes your gaming faster and is more stable than playing in your own browser as all graphics and multimedia effects are ready for use.
  14. Do I have to download every time I want to play?
    No. You will only need to download and install the Poker Room once. After installing the file, the Poker Room will be available in your computer’s Start Menu and no additional download is needed in order to play.
  15. After downloading the software, what do I do next?
    Double click on the downloaded programme and the installation wizard will guide you through the rest of the installation process.
  16. What are the minimum system requirements?
    Windows 2000 / 95 / 98 / NT / XP , 24MB Ram, 16Bit colour and 50MB free hard disk space. For optimal results, set your monitor to high colour (16Bit) and 800 x 600 screen resolution.
  17. Can I use the African Palace Poker software on a Mac computer
    We apologise but a Macintosh platform is not currently supported.