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Q: When will my First Deposit Bonus be paid out?
A: Your bonus will be paid out to your poker account after 30 days. For every 100 VIP you will receive 10 EUR.
Q: If I win some money in a freeroll and I move them from poker client to BackOffice, and then back to the client, does this count towards my First Deposit Bonus?
A: Please note that only your first real deposit will count towards your First Deposit Bonus.
Q: Why are not DoN SnGs valid for the SNG Leaderboard?
A: Please note that reason that DoN’s are not included in the SnG Leaderboard is because once half the field is eliminated, the remaining players are all technically 1st place winners and there is no fair way of issuing them ranking points.
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Q: I can't connect to your software, what should I do?
A: If you are encountering problems connecting to our software, please follow the steps below:
Basic:
First of all, please do the following and see if it works, if it doesn’t, please go to the next step.
- Uninstall the software.
- Delete the directory it used to be installed in (B2BPoker in Program Files).
- Download the latest version and install the software again.
- Restart the computer.
Also you can try to:
- Completely uninstall Java.
- Update Java Virtual Machine on your computer with the following link
Advanced:
If none of the above helped you out, please provide us with following information:
- A screenshot where we can clearly see the problem that occurs
- The “pokerclient.log” file, which you can find from the following link (if you don't see anything it means Java is disabled)
You should click Save Report as “pokerclient.log” and then send it as an attachment to support@noiq.com
- To fill in the following form:
Operating System:
Windows XP Service Pack:
Machine configuration (memory, CPU):
Firewall (Yes(if so, what type)/No):
Dynamic or static IP-address:
IP-address (http://www.whatismyip.com):
Internet Service Provider (ISP):
Time of the problem:
Is this a onetime thing or repeating:
What kind of anti-virus software are you using?
Error descriptions:
Q: I get the error “Unable to login, try again later”, what should I do?
A: First, please try to restart your computer, if that would not help, follow the steps above.
Q: I’m experiencing some problems during the software update, it says that it cannot connect, what should I do?
A: This error could have been caused by lag while downloading the necessary files for the client installation. Please try again and restart the pc.
Q: I get the error “login failed” every time I try to connect, what should I do?
A: To solve this, please follow the steps below:
- Go to our homepage
- Log in
- Click the “Poker” tab
- Register your nickname (3 - 10 Characters (a-z, A-Z, 0-9, @ _* -).
- Now log on to the software using your username
If this would not help, please provide us with your username in an e-mail to support@noiq.com and we will have a closer look at it.
Q: What ports do I have to open in my firewall to let the client work?
A: The poker client uses ports 12001 and 443 on TCP/UDP.
Q: The tournament crashed, will I be refunded?
A:
- If a tournament is terminated, all hands currently in progress will be cancelled, and attempts will be made to restart the tournament from where it was terminated. If that cannot be done within 20 minutes the remaining players will be compensated in accordance to NoiQ tournament clean up routines.
- If the tournament is terminated within 30 minutes from the start a rollback will be conducted. The rollback gives all players; including players who were already eliminated from the tournament, their money back (fees + prize pool contribution)
- If the tournament is terminated after more than 30 minutes a prize pool payout will be conducted if the actual prize pool exceeds 85% of the guaranteed prize pool. However, a prize pool payout will be conducted in every case when the last rebuy period has ended prior to a tournament termination or in any “freezout” tournament.
- In any other case, remaining players in the tournament will be refunded (fees + prize pool contribution) + receive a part of eliminated players contribution to the prize pool.
- Players that have already received a prize will keep their prizes.
- A terminated Sit&Go tournament will always result in a prize pool payout.
Q: I got disconnected while playing at cash tables, what will happen?
A: Please allow up to a few hours and your balance should be adjusted automatically.
Q: May I use a VPN to connect to your software?
A: Unfortunately it is not allowed to connect through a VPN.
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Q: How long does it take for the funds to appear in my account after I have deposited?
A: All deposit methods except for bank wires are instantly credited to your backoffice account. Please allow 1-3 business days for the bank wire deposits.
Q: How long will it take for my withdrawal to reach my account?
A: This depends very much on the withdrawal method used; please read below for some guidelines:
- Credit card – 2-4 business days
- Bank wire – 1-4 business days
- Moneybookers – up to 24 hours
- Neteller – up to 24 hours
Q: I When I try to deposit I get the error: Restricted Territory
A: please send a copy of your VISA/Mastercard (front and back) and a copy of your passport/ID to payments@noiq.com and include your username and the error message, we will then make sure that you can deposit as soon as possible.
When saving the images please pay attention that the size does not exceed 1MB. To reduce it you can use a image manipulating tool to resize them, and then save as jpg files. For example the free image viewer IrfanView has this feature. You can download it from irfanview.com.
Q: I’m getting the error “Suspected fraudulent transaction because score exceeded limit of 2”, what does that mean?
A: Please send a copy of your VISA/Mastercard (front and back) + copy of your passport/ID to payments@noiq.com and include your username and the error message, we will then make sure that you can deposit as soon as possible.
When saving the images please pay attention that the size does not exceed 1MB. To reduce it you can use a image manipulating tool to resize them, and then save as jpg files. For example the free image viewer IrfanView has this feature. You can download it from irfanview.com.
Q: I’m getting the error “Too many attempts in a defined period”, what does that mean?
This means that you used the card too many times in a very short period. Please wait 24 hours or send us a copy of your credit card and ID, we will then manually activate it.
When saving the images please pay attention that the size does not exceed 1MB. To reduce it you can use a image manipulating tool to resize them, and then save as jpg files. For example the free image viewer IrfanView has this feature. You can download it from irfanview.com.
Q: I´m having problem depositing with any other method than credit card, how do I do?
A: Please send a screenshot showing your problem to support@noiq.com together with your username and we will have a look immediately.
When saving the images please pay attention that the size does not exceed 1MB. To reduce it you can use a image manipulating tool to resize them, and then save as jpg files. For example the free image viewer IrfanView has this feature. You can download it from irfanview.com.
Q: It says my account needs to be validated, how do I proceed?
A: Please send a copy of your your Passport/ID to support@noiq.com and include your username and the details you wish to be changed, and we will update your profile.
When saving the images please pay attention that the size does not exceed 1MB. To reduce it you can use a image manipulating tool to resize them, and then save as jpg files. For example the free image viewer IrfanView has this feature. You can download it from irfanview.com.
Q: I'm from Norway, can I use credit card on NoiQ? Otherwise how can I deposit/withdraw from your site?
A: Unfortunately we can't accept credit card transactions from Norway, if you wish to deposit or to withdraw you can do that through bank, NETeller or MoneyBookers.
Q: Can I use Entropay cards on NoiQ?
A: Please be advised that Entropay cards are accepted, however since the country of issuance of Entropay cards usually differs from that of the NoiQ account registered country, it is best to contact support and provide ID verification for immediate assistance with the depositing process.
You can send us a copy of your credit card and ID to support@noiq.com, and we will then manually validate it. When saving the images please pay attention that the total size of the email does not exceed 2MB.
Q: Does NoiQ accept MBNET cards as a deposit method?
A: Yes
Q: Can I withdraw with my MBNET card?
A: While deposits are not an issue when wanting a withdrawal through MBNET card a player must make sure that the card is still valid (not expired) at the time of the withdrawal and that the MBNET card is affiliated by VISA.
Q: How will I know if my MBNET card is affiliated as a VISA card?
A: Generally the MBNET card will begin with a 4. If the card begins with a different digit for example a 5 chances are it cannot be used for withdrawals as it is not affiliated with VISA.
Q: Will NoiQ know if my MBNET card is expired or not?
A: No, while we accept MBNET cards we are unable to see if the card is active or not. Players are recommended to keep track of their card expiry and contact us if they believe the card has expired and want to withdraw.
Q: What can I do if my MBNET card has expired and i want to withdraw?
A: Players can make a minimal deposit with a new card and withdraw to that new registered card or make use of our other available withdrawal methods.
Q: What happens if my money is paid to an EXPIRED MBNETCARD?
A: Should this happen NoiQ will work with its partners to trace the funds and have them rolled back. However this depends and my not always be possible due to the way MBNET cards work. Players should keep track of the validity and limitations of their MBNET Cards to avoid long waits and complications.
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Q: Can I run your client with a Mac or a Linux?
A: Yes, you can use our browser version or our installable clients you can find in the Download section of the site.
Q: Is it possible to play Full screen, and with minitables?
A: Tables can be resized clicking/dragging on the lowest right corner and moving it while holding it.
Q: How do I reset my available Play Money?
A: In order to reset the available play money you need to log-out of the poker client for about approximately 10 min.
Q: What does the option “Log Hand History to socket” means?
A: The "Log Hand history to socket" function is used by the poker tracking software in order to receive the hand histories which are sent from the poker client. In case you are unsure of the exact number you need to input in to that field then we would advise you to check the documentation of the software that you are trying to use.
Q: The computer doesn’t save my hand history, why?
A: This is usually a Vista related problem. Please make sure to run the software always as administrator, and to choose another directory (for example in “Documents”), rather than the default one to save them.
Q: What does it mean “you have been gagged” in the poker client?
A: “You have been gagged for another XX days” means that The player’s chat has been disabled.
Q: I can´t login from my country, what countries are banned from the network?
A:
- United States of America
- American Samoa
- Virgin Islands (US)
- Northern Mariana Island
- United States Minor Outlying Islands
- Cuba
- Estonia
- France
- Hong Kong
- India
- Iran
- Iraq
- Macau
- Nigeria
- South Korea
- Turkey
Q: Is it possible to change my username/nickname?
A: Unfortunately this is not possible as this would give you an unfair advantage against other players.
Q: Why can't I sit at more than two heads-up tables?
A: At Heads-up cash game tables, a player is not allowed to sit (including sit-out) and wait for opponents at more than two (2) tables at any given time at the same game type, betting structure and limit (for example Texas Hold'em No Limit €1/2).
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Q: Is your site secure? Does it use SSL?
A: Yes, we use SSL technology to encrypt all communications. Please note that since the BackOffice is in a frame inside the main site you don't see the whole page as SSL encrypted, but if you hover the mouse on the links in your account you will see that they all start with https:.
Q: I wish to change my personal details, how do I do?
A: please send an e-mail to support@noiq.com with your current and preferred information:
- Username
- Full name
- Full address
- Registered e-mail
- Cell phone number
Q: Can I change my backoffice currency?
A: Unfortunately this is not possible.
Q: How do I earn NIPs?
A: You can earn NIPs by changing your bonus settings in your backoffice account. To do so, log in to your backoffice account, click “bonus settings”, drag the meter to the desired percentages.
Note: You can only earn NIPs if you are tracked to the 30% fixed deal, if you are on the VIP system you will receive everything in cash instead.
Q: What is the rate between VIPs and NIPs?
A: You can exchange 10.000 VIPs with 300NIPs in the backoffice, being accessed via the poker menu, but in case you decide to receive NIPs as form of rakeback the ratio will not be fixed and you will get more NIPs.
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Q: What is rake/fees?
A: It is a small fee taken by the poker room from the pot in real money tables. Fee is a small amount taken from tournament buy-in.
Q: What is a raked hand?
A: Two requirements must be fulfilled to get a "raked hand":
- The player should have put money in the pot in any way: voluntary, by posting a blind or an ante.
- Rake should be taken from the pot. For example if it’s no flop in Texas Hold’em no rake is taken.
Q: What does weighted contributed rake means?
A: This method considers the amount of money every player puts into the pot, and assigns the rake contribution accordingly.
Q: What is the maximum fee taken on a ring table?
A: The maximum rake, which can be taken from the pot is €3. For the full rake table, please click here.
Q. Are there any games with no rake/fees on NoiQ?
A: Yes. All fun money games and Freerolls are free of any charge.
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Q: How do I become an affiliate?
A: To become an affiliate, you must follow these steps:
- Login to the backoffice and activate the affiliate option.
- To activate, click the link Activate under Affiliate section.
- Fill out the application form and wait for the confirmation e-mail.
Q: Can I refer a friend?
A: Refer a friend is possible with activating affiliate in backoffice and let your friend sign up with your code.
Q: Do you offer both MGR and CPA?
A: Not at the moment.
Q: What is the percentage of player’s rake that I will receive?
A: 10% (up to 20%).
Q: Do I have to pay bonuses and rakeback to my players?
A: No. All bonuses and rakeback/VIP System bonus are paid by NoiQ.
Q: Can I advertise all your promotions as exclusive?
A: Yes!
Q: Can I offer rakeback?
A: Yes. Affiliates can offer 30% flat rakeback.
Q: Can I have a private table for my players?
A: No. At the moment, it is not allowed to have private tables on Entraction Network.
Q: Can I run private tournaments?
A: Yes, that can be arranged. For further information, please talk to our Affiliate Manager.
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