To properly investigate a hand we require as much of the following information as possible: 

- Customer ID (account number):

- Hand number; this will have the format 12345678-x where x is one or more digits and is the specific hand number in the game.  If the hand is still in play you'll see it in the top left corner.  Otherwise, please locate it in your hand history.

- Approximate time of incident (submitted in EST if possible)

- Date of the incident

 

 

If the specific Hand number is not available you should provide us with as much of the following information as possible: 

- Table/Tournament number or name

- Game Type (NL Holdem, Omaha, etc)

- Pocket Cards

- Table Cards

- Chip stack (for tourneys) 

- Balance at the table (for cash games)

- Description of exactly what occurred