Belle Grande Frequently Asked Questions

Belle Grande offers poker software that is as "user friendly" as possible. However, we realize that unique circumstances will always arise. Below is a list of the most common questions that members experience during their time playing at our site. Again, if the answer to your question can not be found below, please email us at support@BelleGrande.com


How can you ensure the integrity of your games?
I've downloaded the poker.exe files, but now I can't find it?
I would like to play under different names. Can I have more than one account?
I lost my password!
What happens if I am disconnected in the middle of a hand?
The game I wish to join is full. What should I do?
How do I know how much money is in the pot?
Does the software allow me to muck the winning hand?
How do I request a hand history? How many hand histories can I request?
How do I request my play statistics?
I see a little "N" underneath some players images...what is this?
What are your chat rules?
What should I do if someone is abusing the chat feature?
Can I use language other than English when chatting at the table?
Does BelleGrande.com use props or shills?
Are BelleGrande.com employees allowed to play on your site?
Where can I view upcoming tournaments?
How do I register for a tournament?
Can I play a side game and a tournament at the same time?
I played a tournament several days ago, and the information is no longer displayed in the lobby. How do I retrieve it?
If I am faced with a difficult decision in a tournament, may I "request time"?
What happens if the system crashes in the middle of a tournament?
I qualified for an event that I can no longer play in...what do I do?
Can I start playing at BelleGrande.com now?
How many play-money chips do I start with? What if I run out of chips?
How do I recognize the play money tables?
Why should I play on BelleGrande.com?



How can you ensure the integrity of your games?

BelleGrande.com makes the security of our games a top priority. We use state-of-the-art technology to ensure the integrity of our games is never compromised. Please visit our Integrity page for full details, and if you have any further questions, feel free to contact us.

I've downloaded the poker.exe files, but now I can't find it?

On a Windows-based system, click the Start menu, select Find, and then click Files or Folders. In the Named: box, type poker.exe. It will take your computer a few moments to find the file. When it does, double-click the file and the installation process will begin.

I would like to play under different names. Can I have more than one account?

No. Each player is only allowed one account.

I lost my password!

You can retrieve your password manually by going to the Poker Client Lobby, and then click on "Forgot Password". Enter your information, and your password will be emailed to your registered BelleGrande.com email address. If you do so, and receive an error message, please email support with your full name and address, as well as your BelleGrande.com user ID, and we will help you get back in the game.

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What happens if I am disconnected in the middle of a hand?

It occasionally occurs, due to reasons beyond our players' control, that they are unable to act on their hand in time. At BelleGrande.com, if a player has invested money in a hand and becomes disconnected, he or she will be placed "all-in". A player who is placed "all-in" is treated as though he or she does not have any chips remaining to carry out the hand. The player is still eligible for the portion of the pot, to which the player would normally be entitled. All further betting takes place in a side pot, to be contested by the remaining active players.

A player is allotted 25 seconds to act in fixed limit games and 35 seconds in big bet games. A warning message is displayed in the chat box when there are 15 seconds left to act. If there was a disconnect and a player returned before the timeout, he or she receives at least 10 seconds to act.

If a player failed to act within the allotted time while being connected, the hand is folded by the system.

The game I wish to join is full. What should I do?

If a game is full, you can put your name on the Waiting List for that game. When a seat in the game becomes available, the first person on the Waiting List will have the first right of refusal for that seat.

The other option you have is to take a seat at an empty table of that limit and game. Often, empty tables fill up quickly once a player takes a seat.

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How do I know how much money is in the pot?

At any BelleGrande.com table, the full amount of the pot, including all current bets, is always displayed numerically above the dealer's tray. Also, at the end of every betting round, all bets are collected in the middle of the table, and converted into higher denomination chips so you can easily see the pot's total value.

Does the software allow me to muck the winning hand?

No, it doesn't. If you play your hand to the showdown and you hold the winning hand, it will be always automatically shown. This feature protects you from accidentally mucking a winner.

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How do I request a hand history? How many hand histories can I request?

Click on the dealer tray and select "Request hand history". You can request up to your last 200 hands, your hand histories for a period of time, all the hands you played in a tournament, or any specific single hand. Note however, that we do not archive play money or freeroll tournament hand histories, and as such, these hands are not available to be requested.

You can also request a hand history from the BelleGrande.com lobby. From the Request menu, choose Hand History.

How do I request my play statistics?

Click on the dealer tray and select "Request statistics". You can request statistics for any number of your most recent hands, or even the all-time statistics for your account!

You can also request statistics from the Belle Grannde Poker.net lobby. From the Request menu, choose Statistics.


I see a little "N" underneath some players images...what is this?

This indicates that you have made a note about this player in the past, and it is stored for your viewing.

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What are your chat rules?

We do not permit profane, vulgar, or abusive/insulting chat in our chat windows. We do have a feature by which certain profane words are asterisked out; this filter can obviously be worked around in a variety of ways. If a word is filtered, it is not acceptable on our site, and to work around this filter is grounds for chat revocation.

What should I do if someone is abusing the chat feature?

BelleGrande.com does not tolerate abusive or obscene language at the tables. Please report any offensive chat to support@BelleGrande.com We encourage players to help us be our eyes and ears. Although we monitor the tables as much as possible, the cooperation of our players is a critical part of making BelleGrande.com a fun experience for all. Please do not engage in retaliatory chat; this will only likely result in both user's chat being revoked.

You can also block an individual player's messages from coming to you by right-clicking on the player's icon and selecting "Block Chat".

Can I use language other than English when chatting at the table?

We are aware that our players are from around the world, and that for many of them English is not the first language. However, at this time our policy only allows for English to be spoken at the tables.

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Does BelleGrande.com use props or shills?

Belle Grande does not use any house players or robots. We do not hire any individuals to play on our site.

Are BelleGrande.com employees allowed to play on your site?

BelleGrande.com employees, consultants, or anyone else who has access to inside information (for example, complete hand histories, playing histories, money transaction histories, and similar) are not allowed to play in money games or tournaments. This is to prevent any potential abuse of inside information at the tables.

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Where can I view upcoming tournaments?

You may view upcoming tournaments by selecting "Tournament" in the BelleGrande.com's main lobby. You will see all tournaments in progress, recently completed tournaments, and tournaments which begin soon. For more information, highlight any tournament by clicking on it, then select Tournament Lobby.

How do I register for a tournament?

If a tournament is in the "Registering" state, highlight that tournament by clicking on it, then click on the Tournament Lobby button. Once the Tournament Lobby screen opens, click on Register. You will need to log-in if you have not already done so for this session.

For more detailed instructions, see tournaments.

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Can I play a side game and a tournament at the same time?

Yes, you are welcome to play a side game and a tournament simultaneously. In the interest of fairness to all players, we ask that you act promptly when it is your turn in either game.

I played a tournament several days ago, and the information is no longer displayed in the lobby. How do I retrieve it?

From the Requests menu in the BelleGrande.com lobby, choose Tournament History. You may select any number of recent tournaments, in which you participated, or any specific tournament.

If I am faced with a difficult decision in a tournament, may I "request time"?

All tournament players are given a "time bank" at the beginning of the tournament. If a player needs a longer than normal time to decide on an action, the player can withdraw from the time bank, which depletes as the player uses it. To use the time bank you should click on the "TIME" button which appears after you receive the first time warning in the chat window.

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What happens if the system crashes in the middle of a tournament?

In the rare event of a server crash, the hands in progress at every table will be restored by rolling back these hands. Each player's chip count will be reset to the amount at the beginning of the hand. In special circumstances, when it is impossible to restart a tournament after the crash, it will be cancelled, and the unclaimed portion of the prize pool will be equally divided among all remaining players.

I qualified for an event that I can no longer play in...what do I do?

You have the option of transferring your seat to another user. If it is a Weekly Round 2 freeroll event, you also are free to move it to a future week by emailing support. If it is a real money buyin event, you can unregister and receive Tournament dollars instead, which are credits for use to buy in to other BelleGrande.com events.

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Can I start playing on BelleGrande.com now?

Absolutely! Click here to install your free BelleGrande.com software.

How many play-money chips do I start with? What if I run out of chips?

You will be given 5,000 play money chips to start. However, if at any time you are below 100 chips, simply click the dealer tray and select "Add More Chips...".

This "rebuy" feature is intended to replenish the stack of a player who has legitimately lost their entire stack in play. The new 1,000 chips are for the use of that player only. Re-buys acquired for purposes other than this are subject to forfeiture.

How do I recognize the play money tables?

The play money tables can be identified by the tables beginning with the word "Fun". They are at the bottom of the tables list. If you do not see them, double check to ensure that you have your client set to show play money tables. To do so, simply click on "Options" in your main client window, and ensure that the "Show Play Money Tables" option is selected.

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Most importantly:

Why should I play on BelleGrande.com?

BelleGrande.com is proud of everything we've done to make your poker-playing experience as safe and enjoyable as possible. That means assembling the best team possible in every department, whether it's software and development, customer service, or integrity assurance.

But don't take our word for it. Log on for one of our play money games. Join up for one of many freeroll tournaments where we'll be giving away thousands in prize money. You'll find BelleGrande.com is going to be the place to play!

Have a question we haven't covered? Our customer service team is standing by 24 hours a day. E-mail us at support@BelleGrande.com.

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