FAQ v 1.4

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Hey guys, thanks for the overwhelmingly positive response on Days 1-3 of our launch. There have been a lot of duplicate questions, so I thought I'd take a moment to put them into a launch FAQ. Be aware that anything in this FAQ might change, but I'll do the best I can to put info in here to get you up and online.

My name is Chris Danek, I'm the Poker Product Manager at Ultimate Poker. You can reach me by tweeting @cdanek, PM'ing me here, or just posting in this thread. I try to be good about answering all the questions I get, but we've obviously got a lot going on lately, and I want to continue to focus my efforts at bringing you all good software. I listen to all the feedback I get, and I personally value the opinions on 2+2 (sometimes more than my own). Tweet your suggestions to me. Seriously.

FYI - I posted through the first half of this thread as "Daxonovitch", but I'm bowing out of that account (that'll just go back to lurking) so I can use this account. Please don't PM me there - I'm not going to see it for several days or weeks at a time. If you sent one there, send it here, I'll get it instantly.

One of my coworkers needs no introduction. He's Terrence Chan (not Johnny Chan), budding MMA fighter, and poker player extrordinaire. He's been working around the clock to help stem the tide of emails that have come in. I've seen him roundhouse kick his computer to answer twenty emails at once. He's a beast. If you have questions, your best bet is to send support email at playercare@ultimatepoker.com, but he likes twitter followers as much as I do, and you can find him at @tchanpoker.

Another of my coworkers is the esteemed Scotty Y. Many of you know him from his previous work in operations and VIP programs elsewhere. He's our games manager, responsible for a variety of games related items. Also, he'll beat you at craps. Seriously, the guy throws golden dice. I'll rent him to you for your craps games.

As of May 3, 10:20 AM, we now support Cricket location services.


I NEEEEED HEEEEELLLLLLLLLLLLLLP.



What do I need to play?

Aside from a network connection, you'll need a cell phone on Cricket, AT&T, T-Mobile or Sprint networks. Additionally, you must be able to receive text messages from short codes: ours is UPOKER (876537).

Wait, what? I have Verizon.

We use your cell phone to triangulate your position in Nevada. Verizon has not approved this contract, so if you have issues, please call them and voice your concern. Tell them you want to play on Ultimate Poker and Verizon doesn't support location based services (LBS). You can call them at 1-800-922-0204, then #, 6, 6 when it asks for your number, then enter the last four of your social.

Let them know that you think this is unfair, it's a service you want, and that their competitors offer this service. It's not something that Verizon doesn't support, LBS is something that Verizon hasn't approved. Tell them to speak to their manager, and let them know you're not happy! We aren't either!

I'm not getting text messages from you.

Make sure your cell number is correct (duh). Then call your cell company and ask them if "short code" SMS senders are blocked. If you can get them to unblock it, great. Please let us know if you manage to do this - we're dying to know how.

Sprint:


AT&T, Verizon, T-Mobile, MetroPCS, Cricket, Virgin, Simple, TracFone instructions coming soon.

I can't be location verified, but I *am* on AT&T, T-Mobile or Sprint.

If this is the case, you might have an LTE enabled phone that's using a nearby cell phone tower that won't location verify (for us). If so, try disabling LTE (google it) and relogging in.

I have another cell carrier (MetroPCS, Virgin, TracFone, Simple).

Sorry, we don't support those carriers yet. We're busting our butts to do so, though.

I haven't been verified yet. Should I go to the casino and deposit?

NO! You MUST have your ID verified so we know you're of age. Send your ID to idverification@ultimatepoker.com and please be patient. We're mashing them out as rapidly as we can.

Can I get a "drop" phone?

Yes. Several people have reported picking up a cheap phone, enabling it on AT&T and successfully logging in. Here is a list of verified phones and/or locations you can buy them:



What if I'm on a Mac?

You can still play on an emulator. If you don't have one, download and install VMWare (it costs $200 or so), and we'll reimburse you once you play about $200 in rake. We originally freerolled people this, but someone posted it on a Mac forum, and, well, sorry. Bye, bye freeroll. Email us once you hit about $200 in rake and scan a receipt, and we'll credit your account with $200.

I'm getting some sort of weird certificate error when I try to download it.

This is caused by internet explorer and an error with our certificate. You can still install it by "Save As", then find the file (It's called UltimatePokerSetup.msi) and run it.

You can also use Firefox or Chrome.

You can also lower the security on the internet zone temporarily, if you know how (and want to avoid FF and Chrome).

My Norton said that this file was bad and it didn't get downloaded?

It's in your Norton "quarantine". Remove it from there and you'll be good to go.

Is there a way to determine ahead of time if your cell situation will work? I would hate to go through the whole process (and risk?) of entering all my personal identification information only to find out that my location cannot be verified.

So, we're starting to try to untangle the cell phone triangulation (LBS - Location Based Services) thing. Ideally we want it to work for everyone, without fail. However, it seems that possibly the reason it's failing is that some towers take a very long time to report the location.

We use a company called "LocAID" for this. If you'd like, try using their web based applet to locate you and note the time. If it's less than about 10 seconds, you *shouldn't* have problems locating. You can find this here:

http://instantlocatedemo.loc-aid.com/

My cell phone (centrally located) locates in about 6 seconds and I've never had a problem logging into our development environments.

How do I send a Bank Wire?



Why do I have to give you my SSN?

The main reason we ask for your SSN is for age verification, but we are actually REQUIRED to collect SSN if you are a United States Citizen. Per Nevada Regulation 5A.110.2.d (http://gaming.nv.gov/modules/showdoc...ocumentid=2942), we can only register you if you provide your Social Security Number.

Our player care team, our supervisors, Stations team members and supervisors cannot even see it. Furthermore, it is encrypted in our database, so were anyone able to access our database, they wouldn't be able to get your SSN from it. We work very hard to ensure the security, privacy and integrity of your information.

How far inside the border of NV do I need to be?

1.5 km. The only places that should have any trouble are Primm, Laughlin, and S. Lake Tahoe.

In one of your earlier comments you said: that players who bought the VMWare will be reimbursed once they reach $200 in rake,which by the way is the cost of the emulator and also, a very reasonable idea.You never mentioned the $1000 required deposit.Am i wrong?

Thanks dax I had used my roommates tmobile phone to get verified yesterday, But just changed my number to my phone which is Crickett and it worked first try I am still awaiting my I.D verification though sent it in yesterday hope I here back from them soon.

thanks for the response DAX... I am up and running, almost zero issues once I bought a phone with SMS/text capabilities(sprint)

walked into red rock last night... made my deposit... sitting at 3/6 as I type this message.

I've seen three different players felted multiple times already... YEAH!

Sorry, the deposit 1k thing is outdated. Someone posted on a mac forum about it so people were depositing 1k, asking for $200, then cashing out.

We're basically happy to freeroll you for $200, as long as you're going to actually play.

I'm not gonna lie - our 3/6 game looks insanely good.

The regulations are different bills, so obviously they won't be the same. As far as I know, the online sports betting connects you to a board approved interwebs, thus the reason you do not need to verify location.

Nobody shot themselves in the foot. Location verification will be the NORM in regulated online poker in the US of A. They would not want a citizen of Utah illegally connection to their services and then Utah would be in a huge uproar.

now that I am actually sitting... software isn't half bad, it's actually very good. it's very fast and there doesn't seem to be any glitches.

Sweating this thread even though I am not in Nevada and wanted to just point out how great of a Job Dax is doing answering questions and staying on top of things. Congrats and keep up the good work! Hopefully we will see online poker in taxachusetts in the not too distant future.

The Verizon thing will get fixed, but do not expect this overnight. With my previous employer we also fought with Verizon over providing us LBS and took forever for them to finally allow this.

Sent from my SCH-I535 using 2+2 Forums

How many customers were affected enough to call in, & how large/influential was the company?

You are a cruel and twisted soul who likes to kick helpless people.

fyi made a bank wire today...took about 2 hours from time of wire to playing cards.

Posting from NY, sweating the thread and the games on the site. Everything looks awesome. Wish I was gonna be in Nevada anytime in the next several years. Keep up the good work UP crew. Expand to anywhere in the northeast please.

Dax, is there any special plans for the inaugural winner of the first 10k tournament this Sunday? Will the winner get anything special? I think it would be great if you do something like this ... just a suggestion. Thanks for answering all the questions too you have been great!

Was pleasantly surprised last night to see that a full "screen" of ring tables in the lobby had action at like 1am PT last night... very cool

Great...droolers everywhere.

And I am in the land of Texas where there are no land based card rooms much less legal online poker.

Just being mean for no apparent reason?

*hatesyou*

(Ok...not really....actually impressed with what you guys have pulled off in this heavily regulated environment)

Just really f'in jelly of the population of NV right now

I know a good real estate agent if interested.

I found it hysterical that Dax made the "not Johnny Chan" joke. I can't help but think of that every time I hear Terrence Chan's name, six years after that crazy event.

I don't know if this has been answered, but it's not in the FAQ. What would stop me from simply keeping a phone in Nevada with a relative and playing out of state?

We had a customer base of 47 million in the U.S., but LBS was not required, so it was total opt-in, and they weren't beating down the doors to have the service.

Sent from my SCH-I535 using 2+2 Forums

Here's my brief traveler's experience...

Setup account from California on Wednesday using a T-Mobile phone. No problems getting partially verified. I've been using the same home address for everything for 6+ years, so that probably helped.

In Vegas for a few days so I tried logging on via the free wifi in the McD's next to Harrah's. That didn't work (couldn't verify Nevada location). Whatismyipaddress.com had trouble finding me, so I figured it was the ISP.

Walked down the street to the Venetian, took a shot with their free wireless in the food court, and it worked like a charm. Account fully verified, so I deposited via ACH and was playing 0.50/1 within 5 minutes of sitting down. Even dragged a couple pots... before donking off a few bucks. Won't get into the quality of the app since everything's already been said a dozen times. Main interest was seeing if I could get connected.

Then after playing on 1 table for ~30 minutes, I was logged out of UP. No clue what happened. Could've been the Venetian wifi (I'm sure they don't want people sitting in their casino playing online poker), maybe the cell triangulation glitched... or it could be a bug. I was able to get right back on, but didn't have time to see if it would go for another half hour.

Anyway, that's the result of my quick trial. Good luck to everyone giving UP a go.

I won't be 21 until later this year, so can someone from outside of Nevada with an account on UP confirm whether or not out-of-state people can rail/chat ?

Lol @ it not being in the FAQ.

I will confirm that I am not only out of state but I have seen the question answered multiple times.