Our Poker Software providers are currently experiencing technical difficulties. We are currently working with them to restore normal service as soon as possible. Please accept our apologies for any inconvenience caused, and we appreciate your patience as we work to resolve the problem.

This page is provided to guide you through the process of alerting our Customer Support team of any issue you may have experienced, and of how you can go about requesting a refund if applicable.

If you have experienced an issue due to the current technical difficulties please contact our Customer Support team via the methods below with any of the required information you are able to gather.

We recommend that you contact our Customer Support via email at care@boylepoker.com. Please also see the alternative contact details below.

The following telephone numbers are available should you wish to speak with any of our agents directly.

The Boylepoker Customer Support team are also available to respond to live support enquiries 24 hours a day, 7 days a week via our web site live support portal.

Required Information:

• Your Nickname, Username or Account Number:
• A description of the issue you have experienced:
• Date & Time of the issue:
• The Game or Tournament code of the Cash Game or Tournament you we're playing:
• A screenshot where possible (Ctrl + Print Scrn):

The refund process varies for different types of issues, game types etc. The following is a rough guide to how this process works.

After you have contacted our Customer Support team with the above required information in regards to any issue you may have experienced the details you have provided are logged and forwarded to our Software Providers iPoker. All technical issues and queries need to be logged to verify the issue and process your request.

iPoker Network Cash Games & Tournaments:

If you were playing a Cash Game or Tournament that has been cancelled or interrupted which has been verified by iPoker you may be refunded via a method known as 'interrupted payment'. This is where iPoker will credit your poker account directly for the Cash Game lost pot or Tournament issue, for tournaments please see the 'Interrupted Tournament Payout Policy' below. This can take from 24 to 72 to complete dependent on the severity of the technical difficulties and the number of players and cardrooms affected.

Interrupted Tournaments Payout Policy

Heads-Up Tournaments

1. Both players receive a refund of buy-in + fee.

ALL SNG Tournaments

1. Eliminated players do not receive a refund.

2. Remaining players receive refund made up as follows:

i) Buy-in and Fee is returned.
ii) Each player receives and equal share of the buy-ins from the eliminated players.

MTT (Multi-Table Tournament) Guaranteed Prize

The settlement is dependent upon what stage the tournament is at when it is interrupted:

Prize money stage not reached (if the guarantee has not been met then the prize fund is the total of the buy-ins /re-buys) *

1. Eliminated players do not receive a refund

2. Remaining players receive a refund made up as follows:

i) Buy-in(s) and fee returned
ii) The balance of the prize fund is paid out as follows:

a) 50% of the fund shared equally among the remaining players
b) 50% distributed proportionally in line with the players chip counts.

Prize money stage has been reached (the guaranteed amount is now paid even if it has not been collected)*

1. Eliminated players do not receive a refund

2. Remaining players receive a refund made up as follows:

i) Buy-in(s) and fee returned
ii) Each player is awarded an amount equal to the prize that the next eliminated player would have received if the tournament was not interrupted.
iii) Of the remaining prize pool 50% is distributed equally among the players and 50% is distributed in proportion to their chip counts.
* In either case if the guaranteed amount has been exceeded then this higher amount is the prize fund

MTT (Multi-Table Tournament) No Guaranteed Prize:

Prize money stage not reached:

1. Eliminated players do not receive a refund

2. Remaining players receive a refund made up as follows:

i) Buy-in(s) and fee returned
ii) The balance of the prize fund is paid out as follows:

a) 50% of the fund shared equally among the remaining players
b) 50% distributed proportionally in line with the players chip counts.

Prize money stage reached:

1. Eliminated players do not receive a refund

2. Remaining players receive a refund made up as follows:

i) Buy-in(s) and fee returned
ii) Each player is awarded an amount equal to the prize that the next eliminated player would have received if the tournament was not interrupted.
iii) Of the remaining prize pool 50% is distributed equally among the players and 50% is distributed in proportion to their chip counts.

FREEROLLS

Prize money stage not reached:

a) 50% of the fund shared equally among the remaining players
b) 50% distributed proportionally in line with the players chip counts.

Prize money stage reached:

i) Each player is awarded an amount equal to the prize that the next eliminated player would have received if the tournament was not interrupted.
ii) Of the remaining prize pool 50% is distributed equally among the players and 50% is distributed in proportion to their chip counts.

Prize pool is split as follows:

a) Buy ins are returned to players still involved
b) If in money stage, next prize is awarded to all players (min prize)
c) The remaining money is split into 2

1) First half is split equally amongst remaining players (equal prize)
2) Second half is split proportionally to chip counts of all remaining players (chip prize)

The poker room reserves the right to make manual adjustments to any payments in order to ensure that all players have received a fair settlement.

Boylepoker Specific Tournaments:

If you were playing a Boylepoker tournament that has a cash prize pool you may also receive your refund via the 'interrupted payment' into your poker account.

If the Boylepoker event you were playing was issuing tokens rather than cash prizes we will apply the token prizes to players with the highest chip counts at the time of the tournament cancellation/interruption. All other players in the tournament will receive an entry token to the same tournament or similar event. Token application can take from 48hrs to 72hrs to process.

We will always endeavour to refund players as soon as possible. We appreciate your patience on waiting on refunds as they can take time to process due to the volume of players affected, and the accompanying administration that results from technical difficulties.

We would also like to take this opportunity to thank you for choosing to play with Boylepoker and we will continue to work with our Software Providers to try and resolve the current issues in the most timely manner possible.