- Can I get technical help?
- What do I need to use Players?
- How do I install the casino?
- During the installation process I get the error message "Can't find ddraw.dll or dsound.dll."
- What do I do if I get disconnected?
- The screen flashes and then disconnects.
- I am trying to connect from work and can't get past the firewall
- I am using AOL and cannot connect
- The game froze, what do I do?
Banking Questions
- I am having trouble using my credit card.
- What is EFS Caribbean?
- What is my PIN number and how do I get it?
Security Answers
- Is all my information secure?
- Is gambling on the Internet legal?
Game Fairness
- How are the odds created for the casino games?
- How do you prove your random number generator is unbiased?
- Can Players benefit from a biased random number generator?
- Can there be bugs in the software and what if I lose money as a result of a bug?
General Questions
- Do I have to pay taxes on my winnings?
- What age do I have to be to play?
- How do I play for fun?
Can I get technical help?
One of Players' top priorities is to make sure that our members are well looked after. We offer 24 hour technical support, 7 days a week. If you are having any technical problems please contact us toll-free via the following mediums:
TECHNICAL HELP
Phone: 800-372-0333
E-mail: support@playersonly.net
MARKETING / CUSTOMER CARE / BANKING
Please call 1-800-388-0456 or e-mail our casino manager at webmaster@playersonly.net
We DO NOT accept wagers over the phone. Our phone services are strictly for Customer Service queries and NOT for wagering purposes.
FAQ'S
What do I need to use Players?
To enter the sportsbook, you need to use a either Netscape 4.0 or higher, Microsoft Explorer 4.0 or higher, or WebTv
To download the casino you must have either Windows 95 or NT. If you have a Macintosh, or another operating system, you can play our Flash games
FAQ'S
How do I install the casino?
- Go to the web site http://www.playersonly.net/casino/download.php.
- Click on the "Download" option.
- To download the casino, click on "download." Make sure that your system meets our casino requirements. You may also need to download and install Microsoft's Direct X software which is also available on the download page.
- You should then see a "Save As" (Netscape) or "File Download" (Internet Explorer) dialog box where you may choose the location on your hard drive that you would like to save the file. We recommend saving it to the desktop because it is easier to find. If you don't want to save it to the desktop, make sure you remember the name and location of the file you are saving. If you are using Internet Explorer, you may choose to "Run this program" in which you do not have to save the file locally to your computer. Once the file has been downloaded, begin the installation process by double-clicking on the icon of the file you have downloaded. Click on "Setup" button. If you forget the name of the file or its location, please do a search of your hard drive for the file "players.exe."
- Follow the installation instructions to install the software onto your hard drive. Once the installation is completed, a desktop icon will be created.
FAQ'S
During the installation process I get the error message "Can't find ddraw.dll or dsound.dll."
You will get this error message if you do not have Direct X by Microsoft installed on your computer. To get the latest version of these files, please click here.
You then need to follow the download instructions on the microsoft site.
FAQ'S
What Do I do If I Get Disconnected?
If you happen to be in the middle of a game and you get disconnected for some reason, there is no need to panic. The exact state of your game will have been saved when you return to Players. So you can continue exactly from where you left off. This only applies if you are in the middle of a game or placing a wager. We want you to be protected from any accidental monetary loss.
FAQ'S
The screen flashes black and then disconnects
You need to remove old files from your computer. Use the search program from your start menu to search for all files labled *.tmp under the c:\ directory and all subdirectories. Highlight all the files and delete these temporary files from the system. If you get a promt telling you that a particular file is a program file, choose 'skip file'
FAQ'S
I can't get past the firewall
Many people connect at work using their network, some of which contain firewalls. The port numbers are 1113 for the live casino games, and 1111 for the downloadable casino.
FAQ'S
I am using AOL and cannot connect
For AOL users (or any other online services) they must have TCP/IP installed. They must contact AOL and get them to do it.
FAQ'S
The game froze, what do I do?
The game may freeze and you cannot do anything or the game kicks you out. Be patient, if the game does not start again then to get out of a frozen game, hit ALT-TAB. Than will take you back to the operating system. Then hit CTRL-ALT-DEL and end the casino task. Your game will be held in a suspended state until you logon again.
FAQ'S
I am having trouble using my Credit Card
If you are having trouble making a deposit online using your credit card, simply call us at 1-800-372-0333 and we will make sure you are accommodated. If you wish to deposit over the maximum call us at 1-800-372-0333.
You can also use other methods of deposit by clicking here
FAQ'S
Is Gambling on the Internet Legal?
Every region throughout the world has different laws, and they change from time to time, so we can't really answer that question. To be sure, you should contact your local legal representative to answer any of your questions.
FAQ'S
How Are the Odds Created for the Casino Games?
The odds for both real money and playing for fun modes are created by a random number generator which comes that resides on our server. For all card-based games, the deck or decks of cards are shuffled prior to each hand being dealt. These odds are audited by a third party to ensure they are being created in a fair and random manner.
All odds of the casino are in conformity with the rules of Las Vegas, except where outlined in the help files.
Our gaming software carries an official Certificate of RNG Evaluation from Technical Systems Testing (TST), an internationally recognized and respected Accredited Testing Facility (ATF). TST has been working with industry operators, suppliers, manufacturers and regulators to ensure that gaming products operate in a manner that is fair, secure and auditable and comply with some of the world's most stringent and comprehensive legislative and regulatory requirements.
FAQ'S
How do you prove your random number generator is unbiased?
We are constantly being tested by a third party for fairness and randomness. We are audited by one of the top 5 accounting firms. We also have a top quality Quality Assurance team constantly testing our games.
FAQ'S
Can Players benefit from a biased random number generator?
No. We can not benefit from a biased generator. If there was a bias, customers would have the ability to see patterns and trends and then use it to their advantage. Our generator is fair for all.
FAQ'S
Can there be bugs in the software and what if I lose money as a result of a bug?
It is possible. If you do come across a problem, we have 24 hour phone and e-mail support. If you have any concern about the rules, implementation, or consistency of any game at Players please contact our Customer Service/Technical Support. If the problem cannot be immediately solved, the case will be investigated using the game logs of the server and if something is found to be wrong, our development team will assess the problem and fix it.
If you lose money as a result of a bug, an investigation will commence and if our results show that there was a problem, your money for the bet will be refunded immediately.
FAQ'S
Do I have to Pay Taxes on My Winnings?
Paying taxes on your winnings depends upon the jurisdiction in which you reside. Players will not provide details of individual's net proceeds or losses. This is up to the individual to declare to the proper authorities. All customer information is highly confidential.
FAQ'S
How Old do I have to be to Play for Real Money?
No one under the age of 18 years will be allowed to play for real money. We have provided a play for fun version of Players for those who are under the age of 18 or reside in a jurisdiction which prohibits Internet gaming.
FAQ'S
How do I Play for "Fun"?
A "Play for Fun" option has been provided for those who wish to practice their gambling skill without risking money. Also, if you are under the age of 18 (as determined by your registration information), you will not be allowed to play Players for real money. However, you may still Play for Fun. In this mode you must deposit virtual money into your Play for Fun account and buy V-Chips but no real money exchanges hands.
FAQ'S
