FAQ - Poker VIP loyalty program at PokerHeaven.com

Q. How do I join the VIP loyalty program?
A. You do not have to do anything to join our program, just do what you love, play poker. As you play you will earn frequent player points (FPPs). The amount of FPPs you earn in one calendar month will determine your VIP status for the next calendar month.

Q. Is the VIP loyalty program only available for new players?
A. Not at all. Any player who plays and reaches the relative number of FPPs will receive an invitation informing them of their VIP status.

Q. How do I earn FPPs?
A.

Rake taken	FPPs rewarded
For every €0.25 table rake contributed in each individual table session	1 FPP
€0.25 paid in tournament fee	1 FPP

Q. Can I combine my FPPs with another player on Poker Heaven?
A. Your VIP status is only based on the FPPs earned by each individual player and you can not combine yours with any other player to achieve a higher VIP status or to purchase any item from the VIP loyalty store.

Q. If I don’t spend my FPPs, will I be able to use them later?
A. If you don’t spend your FPPs on any items in the VIP loyalty Store or on any personal rakeback promotions, the FPPs will continue to accumulate as long as you stay active at Poker Heaven. Your FPPs will be removed if you are inactive for longer then 6 months.

Q. What determines my VIP status?
A. The total number of FPPs earned during the previous calendar month.

Bronze VIPs - Generate 500 FPPs in the previous month to qualify.
Silver VIPs - Generate 2000 FPPs in the previous month to qualify.
Gold VIPs - Generate 3500 FPPs in the previous month to qualify.
Platinum VIPs - Generate 5000 FPPs in the previous month to qualify.
Elite VIPs – Generate 10,000 FPPs in the previous month to qualify.

Q. How can I check my current monthly status?
A. You can check your status at any time by logging into the Player Zone. Once you have qualified for the Platinum or Elite VIP tier you will also qualify for VIP MSN support directly with our Poker VIP Manager - details will be sent in your monthly VIP email.

Q. How long does my VIP status last?
A. The status for all the tiers lasts between the 1st until the end of each calendar month in which you qualified. For example, if you accrue 1290 FPPs between the 1st and 31st of March, you have achieved Silver status for the month of April. On 1st of May your VIP status will be recalculated based on the number of FPPs earned throughout April.

Q. Does my VIP status expire?
A. Yes. If you do not reach the required amount of FPPs to qualify for the same, or higher, VIP status by the last day of the calendar month.

Q.I’m a bronze VIP member, what rewards are available to me?
A. Bronze VIP members can take part in the weekly €500 freeroll running every Tuesday at 22:00 GMT and have unlimited access to the VIP loyalty store.

Q.I’m a silver VIP member, what rewards are available to me?
A. As a silver VIP member, you are eligible for the weekly €500 freeroll running every Tuesday at 22:00 GMT, the €1000 monthly freeroll running on the 5th of each month at 19:30 GMT, a €100 monthly cash bonus and a €100 monthly re-load bonus. The deposit for the reload bonus has to be made before the 5th of current calendar month. You will also have unlimited access to the VIP loyalty store.

Q. I’m a gold VIP member, what rewards are available to me?
A. As a gold VIP member, you are eligible for the weekly €500 freeroll running every Tuesday at 22:00 GMT, the €1000 monthly freeroll running on the 5th of each month at 19:30 GMT, and the €2000 monthly freeroll running on the 6th of each month at 19:30 GMT. As well as this you are also eligible for a €200 monthly cash bonus, a €200 monthly reload bonus and a 5% gift discount in the VIP loyalty store. The deposit for the reload bonus has to be made before the 5th of current calendar month.

Q. I’m a platinum VIP member, what rewards are available to me?
A. As a platinum VIP member, you are eligible for the weekly €500 freeroll running every Tuesday at 22:00 GMT, the €1000 monthly freeroll running on the 5th of each month at 19:30 GMT, the €2000 monthly freeroll running on the 6th of each month at 19:30 GMT and the €3000 monthly freeroll running on the 7th of each month at 19:30 GMT. As well as this you are also eligible for a €300 monthly cash bonus, a €300 monthly reload bonus and a 10% gift discount in the VIP loyalty store. The deposit for the reload bonus has to be made before the 5th of the current calendar month. You will also receive excellent MSN VIP support from our VIP Manager; all details will be sent to you via email.

Q. How and when will I receive the reload bonus I am eligible for?
A. We will match your deposit 100% up to the amount offered for your tier. For every 100 FPPs you accumulate, €5 of your pending bonus amount will be released into your real money poker account. This sum will immediately be deducted from your bonus account and be added to your real money account. The deposit must be made between the 2nd and the 5th of each month, no later then 23:59 GMT. You will have 30 days to earn the full bonus.

Q. When will I receive my exclusive cash bonus?
A. All cash bonuses are paid out on the 1st of each month for the previous month unless the 1st falls on a weekend or UK public holiday in which case the bonus will be paid out the following working day. Look out for an email from the VIP Manager informing you of your bonus amount and VIP status for that month. You can also track your VIP status in the Player Zone.

Q. I have just made my first deposit, but why can’t I see my first deposit bonus under ‘pending bonus’?
A. Please note that it can take up to 30 minutes for your poker bonus to become visible in your 'pending bonus' balance after your first deposit. This will not in any way affect when your poker bonus was activated.

Q. I’ve been playing at the tables and checked the player zone. I’ve earned enough FPPs to unlock some of my pending bonus but it’s not appearing in my account. How come?
A. Please note that it can take up to 30 minutes for bonus to be released into your account after playing at the tables.

Q. How do I use my VIP store discount voucher?
A. A. The voucher is in the form of a code that will be emailed to you. In order to activate the voucher, simply type in the code on the checkout page in the VIP loyalty store. All VIP discount vouchers are issued on the 2nd of each month unless the 2nd falls on a weekend or UK public holiday in which case it will be paid out on the following working day.

Q. Where do I find the VIP loyalty Store?
A. Click here to visit the VIP loyalty store.

Q. I ordered an item from the store but it hasn’t turned up yet, how can I check where it is?
A. Please send an email to pokervip@pokerheaven.com and they can track the status of your order.

Q. Where can I find the terms and conditions applicable to any orders made through the VIP loyalty store?
A. All terms and conditions are listed when logged into the store. You can also click here to read all terms and conditions.

Q. I am on a personal rakeback program at the moment; can I still use my FPPs in the VIP loyalty store?
A. Players on rakeback programs are welcome to use the VIP loyalty store to spend their FPPs however any customers on personal rakeback promotions should be aware that any FPPs spent in the store will be deducted from rakeback bonus payments. This system is in place so that no players are given double rewards for FPPs earned. For example, a customer rakes €1000 during a calendar month which would entitle them to €100 cash bonus (if on a 10% rakeback deal). However, if an item is purchased from the store then the value of this item will be deducted from your cash rakeback payment.

Q. I am on a personal rakeback program but I did not receive my bonus this month, why?
A. Any personal rakeback program has the minimum requirement of €100 gross rake per calendar month. If you didn’t reach this minimum requirement or any other requirement set for your personal deal no bonus will be paid out. Please track your personal campaigns and rake in the Player Zone. If you have reached the requirement set and still not received your rakeback bonus please contact pokervip@pokerheaven.com and we will investigate the matter for you.

Q. I had 2000 FPPs but now they are gone from my poker account, where did they go?
A. All players are rewarded for their real money play with FPPs. A player can use his FPPs to purchase items in the store, your FPP balance will then be deducted by the relevant amount. Any customer on a personal rake based promotion can use their FPPs towards that promotion and the FPPs will then be automatically deducted when paid out. If you have not purchased any items from the VIP loyalty store or received any rakeback bonus please contact pokervip@pokerheaven.com and we will investigate this matter for you.