Frequently Asked Questions
Is your system secure?
Yes we use 128-bit SSL (Secure Socket Layer) Digital Encryption in order to protect all transactions over the Internet. This technology is a security standard as used by all major Financial Institutions.
How do I download the free software?
Firstly, make sure that all your other applications are closed then click on the Free Download button to start the software download. The initial download will only take between 2 - 10 minutes depending on the speed of your Internet connection. You are now ready to install the 32Red software application file that you saved to your desktop. Double click to open 32Red - the installation wizard will then begin. Follow the prompts when requested and the software will be installed. For a more detailed guide, please click here.
- Open the Windows search function by clicking on "start" then "search" then "file and folders"(alternatively, press the windows key + F simultaneously).
- In the search field, type in '32Red Poker', and click "search now".
- When the file has been found, you can install the software by double-clicking on the filename in the search results.
Please note: if you cannot find the installation file after following the above steps, your download probably did not complete. Please download the software from our website again.
I cannot complete the installation when I run the install file
Please make sure that you have enough space on your hard drive to complete the installation. 32Red Poker needs at least 30 megabytes of disk space to install.
I keep losing my connection while trying to download the file
You are probably experiencing problems because of Internet Congestion. This usually happens during working hours, when a lot of people are using the Internet. The best times to download large files are later in the evening or over weekends. Please try again later, or alternatively, send us your full mailing address for a complimentary 32Red Poker software CD. Please note: this can also be the case, when files take too long to download or do not complete.
- You have lost your Internet connection.
- You have a very bad or slow connection to the gaming server.
- You have a firewall blocking you from playing.
Please note: reconnecting to the Internet, especially in the evening or during the weekends when the Internet is less busy, can solve the first two problems. If you think your problem is related to a firewall, please ask your firewall administrator to open port 80; you will have to make sure that you are not behind a proxy server.
- Connect to the Internet and run the poker software making sure that all your other applications are closed first.
- When the poker room's lobby becomes visible, click on the "Login" button, then on the "Register Now!" button.
- Enter the requested details, making sure to exclude any punctuation in the fields.
- Please remember the password you choose - you'll need it later.
- Please note: your password is case-sensitive and has to be entered the same way each time you log in.
- All fields are required, except for the ones indicated as optional.
- Make sure to enter your date of birth in the correct format; this format is 2 digits for the day, 2 digits for the month, and 4 digits for the year, in that order.
- You have to be over the age of 18 to become a Real Player at the 32Red Poker Room.
- The poker room only allows one Guest Account and one Real Account per person, if you already have a poker account with 32Red Poker, you cannot open another one. If you have lost your account details, please contact us for assistance.
- Please note: if you are still experiencing difficulties in opening an account, please contact us for further assistance.
- Your full name and surname
- Your date of birth
- Your address
We will then reset your password and let you know immediately. You can also call our freephone number to have your password reset immediately or click here to contact us
My account has been locked. (I tried my password 3 times)
Your account would have been locked for security purposes as you typed your password incorrectly 3 times. Make sure the Caps Lock is not on as your password is case-sensitive. Please make sure to type in the correct password! Please note: to unlock your account you have to contact our customer help desk by email or by using the freephone number.
Am I old enough to legally play at this Poker room?
Poker Room play is available only to persons older than 18 years of age. Minors may not under any circumstances play at 32Red. If you require further information please refer to our terms and conditions.
Where is the poker room based?
32Red Poker Room is based in Gibraltar, which is a British Overseas Territory. Gibraltar is regulated to UK and European standards. Please visit the About Us section to find out more.
How do I make a deposit into my account?
When you are connected to the 32Red Poker click on the Bank button, which takes you to the 32Red Poker Bank page. From here you can register debit/credit cards or a variety of electronic wallet accounts and instantly make a purchase of Poker chips. For full details on the entire payment options, click on the Banking section.
How long does it take to process my deposit/purchase of chips?
Using your Switch or Delta card is the safest and most convenient way of depositing funds into your gaming account, the funds are deposited instantly free of charge.
Using your Credit Card, funds are deposited instantly; no charges are levied by us for using a credit card.
32Red accepts a number of other payment and withdrawal mechanisms, please see Banking for more information.
How do I withdraw my winnings?
You can cash-in any amount of chips in your account at any time. It is not necessary to cash-in your chips at the end of each session as the balance will remain in your account and is available immediately next time you connect. Cash-ins can be made by clicking on the bank button. Click on the Cash-in button and put the amount you wish to withdraw in the box and you're finished. It is automatically recorded in the software and will be processed accordingly.
Are there any limits to how much I can withdraw, and how long does it take?
There are no limits or restrictions on the amounts you wish to Cash-In through your Debit Card. Cash-Ins will reach your bank account within 3-4 working days.
There are no charges for withdrawing money using a Credit Card. However, your Cash-In can only be refunded against your original Credit Card Purchase(s). It takes up to 5 working days for the refund to show in your account after the request has been received - subject to additional bank processing times.
There are no limits or restrictions on the amounts you wish to Cash-In by Cheque. This process takes between 21-24 Working Days. In the interest of customer security and for your protection we will undergo certain checks and verifications.
How can I follow up financial transactions?
You can track and audit your financial activity at 32Red. CashCheck is a web-based facility giving you a comprehensive history with details of all purchases and withdrawals - similar to a bank statement.
I made a withdrawal, but have changed my mind. How can I cancel a withdrawal request?
Cashed-in funds will be held pending for 1 hour, during which time you may reverse the cash-in in order to continue playing by simply selecting this option from the Banking section of the 32Red Poker. If you wish to reverse cash-ins after this time you can contact support and depending on the stage of the refund process, we may be able to reverse it.
Why are my purchases being rejected?
Purchases can be rejected for numerous reasons many of which have nothing to do with your credit. Your request for purchase is sent securely via the Internet but if your purchase request is delayed along the way, our processing centre will reject the transaction rather than processing it with incomplete data.
Additional reasons are that your billing information doesn't match the credit card information that you entered on the Poker Banking page. For instance, if you have entered a different post code (Zip code), or your residential address is different to your billing address, then the purchase is likely to be rejected.
Your credit card company may have set controls (or barriers) to prevent potential fraudulent transactions. If several purchases are made within a short period of time, your credit card company may block your credit card for all transactions. This is an automatic response and may also happen if three or more purchases for the same amount are processed by one merchant (or processor) to your credit card.
32Red also has daily and weekly limits on credit cards that may have been reached. You can request that your card limits be refreshed by contacting our help desk.
Some credit cards may also have been blocked for international sales. Internet problems and traffic congestion can also cause rejections. Please note: if you feel that your debit / credit card is getting rejected incorrectly, please contact our help desk so that we can assist in resolving the problem.
How fair are the games at your Poker room?
Our poker room supports a Fair Gaming Policy, which means that each time a game is played the software uses the Microgaming Random Number Generator to randomly produce the gaming results. This ensures that no "programming" advantages can be created on the casino's side to favour the house, and also stops players from gaining an unfair advantage by counting cards or "cracking the system".
Please note: for your peace of mind, we have engaged the services of Independent Auditors. They review all our games' payout percentages on a monthly basis. You can review these reports here.
How do you determine which cards are drawn for the games?
The shuffling algorithm used to ensure a truly random deck is of extreme importance. The 32Red Multi-Player Poker software employs a sort shuffle using a random number generator that generates 232 different values pulled from a 4096 bit entropy pool.
A good random Number Generator will produce numbers that are...
- Evenly distributed and correlated
If a Random Number Generator is evenly distributed and not correlated, each number will be hit approximately the same number of times after a large number of events. If a Random Number Generator is unpredictable, you will not be able to predict the next number in a series no matter how many previously generated numbers you have studied.