FREQUENTLY ASKED QUESTIONS

1. I haven’t upgraded my software to Play Aces yet. What do I have to do?
2. What happens to my account when we join the new network?
3. What if I can’t remember my Login User Name and/or Password?
4. What will happen to my Gold Cards, Gold Chips and tournament tickets?
5. What can I do with my VIP Points?
6. What will happen to my pending bonus money?
7. What will happen to my pending store order?
8. Are we playing on a different poker network?
9. Will my account be handled by new management?  
10. What changes can I expect from the new Merge Network?
11. How game server time work
12. Will my account information be shared with other brands on the poker network?
13. Do you have Play Money tables?

Click the poker icon on your desktop and the old software will be uninstalled and the new software will be automatically downloaded. Once the download has been completed you will be asked to login using your regular poker login information. You will then be asked to confirm your poker screen name. Once done you’ll be taken to the new Play Aces lobby where you’ll be able to play.

All account information, balances, and bonus points will be maintained in the new poker environment.   As we get closer to the transition date, we will be sending your further instructions. You can also check back to this page for the latest information.

In order to have all of your account information, balances and bonus points brought over you MUST use your old Login User name (not your screen name) and your Password when you first login. If you’ve forgotten your User Name and/or password simply click here to retrieve it.

All of these items will be transferred to your new account on the changeover date at the following conversion rates

• 1 Gold Chips = 20 VIP points
• 1 Gold Card = 1 VIP point
• $0.10 in tourney ticket from Cake = 1 VIP point

To view these in your new account simply login to the poker client, click on “Player Admin” and select “VIP Points Exchange”. A table will come up with all VIP point information and your VIP balance can be seen under the field “Redeemable VIP Points”

6) What will happen to my pending bonus money?

These funds will be transferred to your new account in full. Note that some changes have been made to the pending bonus earn out rate. These changes will be listed on the new website which will be launched on April 15th.

7) What will happen to my pending store order?

Any store orders placed prior to the changeover date will be fulfilled as usual.

8) Are we playing on a different poker network?

Yes, on April 15th we’ll be leaving the Cake Poker Network and joining the Merge Gaming Poker Network.

9) Will my account be handled by new management?  

The same dedicated team will be behind you every step of the way. Players can rest assured that our new poker offering comes with the same steadfast adherence to player protection and fairness we have been providing to since 1996. 

10) What changes can I expect from the new Merge Network?

We are extremely excited to offer our players a new and improved poker experience in the coming months. As part of the new Merge family, our players will experience incredible new game features and player functionalities. We’ll have more jackpots and promotions including Sit and Go Leaderboards, MTT Leaderboards and a new VIP program with rewards that include cash rebates, tournament coupons, private freeroll invites and much, much more.

11) How does game server time work? 

Our poker software’s time will always be GMT /UTC  -5 hours. You can view the current game server time by logging in to the poker client. You’ll see the time in the upper right hand corner of the lobby screen:

12) Will my account information be shared with other brands on the poker network?

No, all player information is kept in strict confidence.  Employees have limited access to any confidential information and no information is shared between brands. Your privacy is our priority.

13) Do you have Play Money tables?

Yes, to locate these tables you can sort by ‘Room Name’. Each play money table is named “Play Money (123456789)” with the table ID on it. As for fun steps (play money tournaments), click on Tournaments and sort by type and look for the ones with the black “F” to play at a freeroll.