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Frequently Asked Questions (FAQ)

Account

Thank you for your interest in downloading the New Wave Poker app! To download the app on your preferred device, please follow the instructions below:

Windows (PC/Desktop):

  1. Download the New Wave Poker app. 
  2. Click the Download button and wait for the file to download.
  3. Open the downloaded .exe file from your downloads.
  4. Click Install to continue with the installation.
  5. Follow the setup prompts, click Next, and then Finish.
  6. Log in or sign up to start playing.
     

Android Phone:

  1. Download the New Wave Poker app.
  2. Click OK to continue the installation.
  3. Wait for the file to download.
  4. Open the downloaded file to start the installation.
  5. Click Install to finish downloading the app.
  6. Once installed, open the app to launch it.


 iOS Device:

If you encounter any issues or have any questions during the download process, please feel free to reach out to us for assistance at support@newwavepoker.com.  We’re here to help!

Browser (PC/Mac): 

If you prefer not to download the app, you can still play directly in your browser. Simply click on this link: https://instantplay.newwavepoker.com/#/.

The application will open in your browser, and you can start playing straight away after creating an account or logging in—no download needed!

To create an account on New Wave Poker, follow these steps:

  1. Download the app or access the platform through your browser.
  2. Click on the “Register” button.
  3. Choose a username and create a password. You will need to re-enter the password for confirmation.
  4. Enter your email address.
  5. If you have a referral code, you can include it in the designated field. This is optional.
  6. Check the boxes to confirm that you’ve read and accepted our Terms and Conditions and that you are over 18 years old.
  7. Click on the “Submit” button.

You will receive a verification email shortly. Please check your inbox and spam folder. Open the email and click on the verification link to activate your account. You will then be able to login on your chosen device and start playing!

To verify your account, please check your email inbox for a message from us containing the verification link. Once you find it, simply click the link to activate your account.

If you don’t see the email, please check your spam or junk folder.

If you need any further assistance you can contact our Customer Support team by email at support@newwavepoker.com.

  1. Please, make sure you’re entering the correct email.
  2. Check your Spam Email folder
  3. If your email provider has other folders as “Promotions”, “Updates” or “Social” check these too.
  4. Make sure you don’t already have an account created with the email address you are trying to use.

If you need further assistance, please contact our Customer Support team at support@newwavepoker.com from the email you are using to sign up.

To update or correct your personal information, please contact our Customer Support team via email at support@newwavepoker.com. Our team will assist you in making any necessary changes to your account details.

To change your avatar picture, please follow these steps:

  1. After logging in, go to Account. In the desktop app, it is on the right where you see your name.
  2. In the mobile app, next to your current avatar picture there is “Upload from gallery”. In the desktop app, next to your name click the arrow down and select “Edit profile” .
  3. Choose “Upload Avatar”, “Upload from gallery” or “Select file” from the menu options.
  4. Choose the image file you’d like to use as your new avatar and upload it.
  5. Your uploaded picture will be sent to our team for approval. Once approved, it will replace your current avatar. 

Please note that all uploaded avatars are manually reviewed for compliance with our guidelines before they are approved. 

If you encounter any difficulties or have any questions, feel free to let us know by contacting our Customer Support team via email at support@newwavepoker.com. We’re here to help!

To change your password, please follow these steps:

  1. Log in to the app using your current credentials.
  2. Access the left side menu by clicking on the menu icon.
  3. Scroll down and click on “Change Password” at the bottom of the menu.
  4. Enter your new password in the provided fields.
  5. Save your changes to update your password.

 

Your password will be updated immediately. If you encounter any issues or need assistance, please contact our Customer Support team at support@newwavepoker.com.

If you’ve forgotten your password, you can easily reset it by following these steps:

  1. Click on “Forgot Your Password?” on the login page.
  2. Enter your email address associated with your account.
  3. Check your email for a message with instructions on how to reset your password. This email will include a reset security code.
  4. Follow the instructions in the email to create a new password and regain access to your account.

If you don’t receive the email or need further assistance, please contact our Customer Support team at support@newwavepoker.com. 

You can play poker on NewWavePoker anywhere that we are licensed to operate. You will not be allowed to access the app if you travel to a jurisdiction that is not permitted under our Terms and Conditions.

If you wish to close your account, please follow these steps:

  1. Contact Us: Reach out to our Customer Support team at support@newwavepoker.com 

to request account closure.

  1. Verification: For security reasons, you will need to provide the postcode listed on your account to verify your identity.
  2. Self-Exclusion Option (Optional): If you’re concerned about your gambling and want to close your account without the option to reopen it for a specific period, please let us know the duration you’d like your account to remain closed.

Once we receive this information, we will proceed with closing your account. If you’re considering this due to an unpleasant experience, we welcome your feedback so we can improve our services.

For further assistance, please contact our Customer Support team at support@newwavepoker.com.

You may be seeing a region restriction prompt because our platform is not available in your current location. We are committed to complying with regional laws and regulations, which sometimes means that we must limit access to certain countries or regions.

If you’re receiving this message, it may be due to one of the following reasons:

  • Geographical Restrictions: Our services are not available in your country due to legal or regulatory requirements. You can view a list of excluded territories in our Terms and Conditions page.
  • Traveling or Using a VPN: If you are traveling or using a VPN, your location may appear as restricted. Try disabling your VPN or attempting to log in from your usual location.
  • Incorrect Region Settings: There may be an issue with your region settings. Ensure that your account information reflects your actual location.

If you believe you’re seeing this prompt in error, please contact our customer support team at support@newwavepoker.com for further assistance.

To ensure the security of your account and comply with regulatory requirements, we require the following documents for Know Your Customer (KYC) verification:

  1. Proof of Identity:
    • A clear, scanned copy of a government-issued photo ID (e.g., driver’s license, passport, or national ID card), showing both the front and back.
  2. Proof of Address:
    • A recent utility bill, bank statement, or any official document issued within the last three months that clearly displays your name and current residential address.
  3. Payment Method Verification (if applicable):
    • If you used a credit/debit card or an e-wallet for deposits and wish to withdraw funds to the same method, we may require:
      • A copy of the front and back of the card used (with sensitive information covered, leaving only the first 6 and last 4 digits visible) or
      • A screenshot of your e-wallet account showing the website URL, account name, email, and a deposit transaction.

Please ensure that all documents are clear, legible, and submitted in a standard format (PDF or image file). Once we receive and verify your documents, we’ll promptly process your request.

If you need any assistance, feel free to contact our Customer Support team at support@newwavepoker.com. 

Our aim is to verify your Player Account as quickly as possible, typically within 48 business hours from the moment you submit all the required documents in the correct format. To avoid delays, please ensure that your documents are clear, complete, and comply with our guidelines. 

KYC (Know Your Customer) verification may be required when certain thresholds are met, such as when you request a withdrawal. However, we encourage players to complete the KYC process proactively to ensure smooth withdrawals and uninterrupted gameplay. If any additional information is needed, we will contact you.

If you have any concerns or questions during the process, feel free to reach out to our Customer Support team at support@newwavepoker.com.

We take your privacy seriously and are committed to protecting your personal information. When you provide us with your personal details, we use this information to:

  • Verify Your Identity: To ensure secure access to your account and compliance with legal requirements.
  • Process Transactions: To facilitate deposits, withdrawals, and other account-related activities.
  • Improve Our Services: To enhance your experience on our platform, including customizing content and providing personalized offers.
  • Communicate With You: To keep you informed about updates, promotions, and any changes to our services.

We handle your personal information in accordance with our Privacy Policy and Cookie Policy. These documents provide detailed information on how we collect, use, store, and protect your data.

If you have any further questions or concerns, please don’t hesitate to reach out to our Customer Support team at support@newwavepoker.com.

Deposits and Withdrawals

To make a deposit, if you are logged in the browser, click the three lines at the top left corner then  “Cashier”. Insert the amount you want to deposit then click “Deposit”. A pop up window will open and you will be able to select your preferred payment method and top up your account by clicking “Deposit”.

To make a deposit, if you are logged in the app, click on “Deposit” at the bottom of the screen.  . Insert the amount you want to deposit then click “Deposit”, select your preferred payment method, insert all the required data and top up your account by clicking “Deposit”. You can also  click the three lines at the top left corner then “Cashier” and follow the same steps mentioned above.

If you have any further questions or concerns, please don’t hesitate to reach out to our Customer Support team at support@newwavepoker.com.

The available payment methods in your region are displayed for you in our Cashier. Methods may differ for each region.

To withdraw funds, click on the hamburger menu then “Cashier.” Select the withdraw option and insert the amount you want to withdraw in the proper field. Confirm the operation at the last step clicking on “Withdraw”. A pop up window “You will be directed to the payment processing page” will open, click “OK”. You will now see your request withdrawn in the “History” of your transactions.

Please, take in consideration that the same request might need additional information before  the money is released into your payment account.

If you have any further questions or concerns, please don’t hesitate to reach out to our Customer Support team at support@newwavepoker.com.

Withdrawals are reviewed manually and processed in the order they are received. We aim to handle your withdrawal request as quickly as possible, but it can take up to 72 hours to complete. 

You can track the status of your withdrawal in the app under Transaction History, where it will change from “pending” to “processed” once finalized.

We do not charge any fees for deposits or withdrawals directly. However, payment processors or banks may apply their own fees depending on the method you choose, so be sure to check with your payment provider for any potential charges.

For cryptocurrency transactions, there are no fees charged by us for deposits. However, upon withdrawals, there are network or on-chain fees subtracted from the cashout. These fees depend on the cryptocurrency and the network chosen for the withdrawal.

What are Network/On-Chain Fees?
Network fees are essential charges paid to miners or validators who process and confirm transactions on the blockchain. Each cryptocurrency transaction is recorded on the blockchain, and miners ensure the transaction is secure and valid. These fees compensate them for their work and are determined by the network’s conditions at the time of the transaction.

Please allow a few minutes for your deposit to become visible in your Player Account. In rare cases, there may be delays between banks and payment providers receiving your request and the funds being made available. You can check if the funds have been debited from your bank account, credit card, or e-wallet. If your deposit hasn’t appeared after some time, we may need proof of payment (e.g., a transaction receipt) to investigate the issue and ensure your funds are credited correctly.

For further assistance, feel free to contact our Customer Support team at support@newwavepoker.com.

We allow player-to-player transfers within certain limits. Currently, players can transfer funds to another player, up to $10,000 per day.

To initiate a transfer, please follow these steps:

  1. Click on the menu icon located in the top left corner of the screen.
  2. Select “Cashier” from the menu options.
  3. In the cashier menu at the bottom click on the icon that says “Transfer”.
  4. Enter the amount you wish to transfer and the recipient player’s username.
  5. Click on “Transfer” to complete the transaction.

If you have any further questions or need assistance with the transfer process, feel free to let us know by contacting our Customer Support team at support@newwavepoker.com.

 We’re here to help!

Bonuses

We currently offer a 100% deposit match bonus for new players on their first deposit. In addition to this, we regularly update our promotions, including various seasonal and special offers. For full details and the latest promotions, visit our Promotions Page.

To claim your deposit bonus, follow these steps:

  1. Make Your First Deposit: Start by depositing a minimum of $10 into your New Wave Poker account. Remember, the bonus is 100% matched up to $1,000, so the more you deposit, the more bonus you’ll receive!

  2. Navigate to Bonuses: After your deposit is complete, go to the ‘Bonuses and Tickets’ section.

  3. Unlock Your Bonus: Here, you’ll see the option to unlock portions of your bonus. As you generate rake while playing, you can release your bonus in increments of $1. For every $1 in rake paid, you earn 300 points, and you’ll need 1,000 points to unlock $1 of your bonus.

  4. Follow Instructions: Simply follow the on-screen prompts to unlock your bonus, which will be added to your account balance.

For complete details on the terms and conditions of this promotion, please visit our blog article.

If you have any questions or require assistance, don’t hesitate to reach out to our Support team at support@newwavepoker.com.

Technical Issues

If you’re having trouble logging into your account, here are a few steps you can try:

  1. Check your login details: Ensure you’re entering the correct email address and password. If you’ve forgotten your password, click on the “Forgot Password” link to reset it.
  2. Clear your cache and cookies: Sometimes, old data stored in your browser can cause issues. Try clearing your cache and cookies, then attempt to log in again.
  3. Try a different device or browser: If you’re still having trouble, try logging in using a different device or web browser.
  4. Check your internet connection: Ensure that your device is connected to a stable internet connection.

If none of these solutions work, contact our Customer Support team at support@newwavepoker.com for further assistance. We’ll be happy to help you regain access to your account.

If you encounter a technical issue while using New Wave Poker, you can report it to our support team for assistance. Please include as much detail as possible, such as the device you’re using, the operating system, and a description of the issue.

You can report the issue by:

  • Emailing us at support@newwavepoker.com. 
  • Submitting a bug report in the app by navigating to the hamburger menu and selecting “Report a Bug.”

Our team will investigate the issue and get back to you as soon as possible with a resolution.

If you’re experiencing issues with the app’s display, such as misaligned elements or blurry graphics, we suggest adding the New Wave Poker web app to your device’s Home Screen. This will provide a more stable and optimized layout, similar to a native app.

  • For iOS devices:

    1. Open Safari and visit https://instantplay.newwavepoker.com/#/.
    2. Tap the Share button (the square with an upward arrow).
    3. Scroll down and select Add to Home Screen.
    4. Tap Add in the upper-right corner.
    5. The app icon will now appear on your Home Screen, and you can access it directly.

  • For Android devices:

    1. Open Google Chrome and visit https://instantplay.newwavepoker.com/#/.
    2. Tap the Menu button (three vertical dots in the upper-right corner).
    3. Select Add to Home Screen from the dropdown menu.
    4. Customize the app name if needed, then tap Add.
    5. The app icon will now appear on your Home Screen for quick access.

 

Adding the app to your Home Screen will help optimize its performance and improve the display.

Responsible Gaming

If you suspect that you may have a gambling problem, professional help is available from the following organizations:

For more information or support, feel free to contact us at support@newwavepoker.com.

If you feel that your gambling habits are affecting your life and you’d like to take a break, you may want to consider a self-exclusion period. Self-exclusion means you will not be able to log in or access any part of New Wave Poker for a specified time.

To request a self-exclusion, please contact our Support team at support@newwavepoker.com, indicating the duration of the break you’d like. We offer self-exclusion options of:

  • – One week
  • – One month
  • – A custom period, including a permanent self-exclusion

For a permanent self-exclusion, please note that creating additional accounts or attempting to bypass the exclusion will result in the closure of any new accounts and possible forfeiture of any balances.

Someone may have a gambling issue if they exhibit any of the following behavioral changes:

 

  • Spending more time or money than planned.
  • Arguing with loved ones after a gambling loss.
  • Feeling compelled to go back as soon as possible to make up for lost money.
  • Feeling bad or regretful about gambling. 
  • Borrowing money, selling assets and getting money to play illegally.
  • Skipping work or other obligations in order to gamble.
  • Hiding the consistency of their gambling.

 

Tips for responsible gaming

 

Maintaining self-control and keeping in mind that gambling is only a game are essential components of safe gambling.

 

These points could be useful:

 

Keep your mind off the game.

Avoid gambling as a way to decompress or spend the time.

Don’t go above the limit you set for yourself.

Don’t chase your losses.

Only bet with money you can afford to lose.

Never take out a loan to gamble.

Remain calm and consider those who require your assistance.

At New Wave Poker, we are committed to promoting responsible gaming and supporting players who may need assistance. If you have any concerns or need help with responsible gaming, our support team is here for you:

  • Email Support – Reach out to us at support@newwavepoker.com for guidance on setting play limits, self-exclusion, or advice on maintaining a healthy gaming experience.

We encourage all players to enjoy gaming responsibly, and we offer a range of tools, including deposit limits, time limits, and self-exclusion options, to help you stay in control.

Fairness and Security

At New Wave Poker, we value your integrity and privacy immensely. We are fully committed to managing all your personal data in a transparent, fair, and lawful manner. To ensure the security of your information, we have implemented multiple layers of protection:

  1. Advanced Encryption – All personal and financial data is encrypted using industry-standard SSL (Secure Socket Layer) technology, ensuring that your information remains confidential and secure during transmission.
  2. Data Privacy & Compliance – We strictly adhere to data protection regulations and have a comprehensive Privacy Policy that outlines how we collect, use, and protect your data. We encourage you to read it for more details on how your information is safeguarded.
  3. Regular Security Audits – Our systems are regularly tested and audited by independent security firms to ensure that they meet the highest security standards and that any potential vulnerabilities are addressed immediately.
  4. Dedicated Data Protection Officer (DPO) – For any further questions regarding your personal data or our privacy practices, our Data Protection Officer (DPO) is here to assist you. You can reach out to us at support@newwavepoker.com with any privacy-related inquiries.

Your trust is our priority, and we work tirelessly to maintain the safety of your personal and financial information.

We are committed to maintaining the highest standards of fairness and integrity in all our games. To ensure this, we employ several key measures:

  • – Random Number Generator (RNG): A certified and audited RNG with high-level encryption and randomness, ensuring that all outcomes are fair and free from human influence. Our RNG is managed by an external third-party supplier and undergoes regular external compliance testing.
  • – Game Integrity Team: Our dedicated team monitors gameplay to detect and prevent cheating and collusion. They use sophisticated algorithms to identify unusual betting patterns and suspicious activities, and take swift action against any detected wrongdoing.
  • – Player Reporting System: Players can report suspected cheating or collusion directly by contacting our Customer Support team at support@newwavepoker.com, and our team will investigate all claims to maintain a secure and fair gaming environment.

At New Wave Poker, we are committed to providing a fair and secure gaming environment for all our users. Our platform operates under strict regulations and holds the following certifications to ensure the integrity and fairness of our games:

  1. Curaçao Gaming License – New Wave Poker is fully licensed and regulated by the Curaçao Gaming Control Board. This ensures we operate in compliance with international standards for online gaming.
  2. iTech Labs Certification – Our platform has been rigorously tested and certified by iTech Labs, an independent testing lab. This guarantees that our Random Number Generator (RNG) is fair and that all games meet industry fairness standards.
  3. Gaming Control Board (GCB) Certification – We are also certified by the Gaming Control Board, which monitors and ensures the compliance of our gaming activities with strict regulatory standards.

These certifications demonstrate our dedication to maintaining a safe and fair platform for all players.

If you suspect unfair play or a security breach on New Wave Poker, we take such matters very seriously. Here’s what you should do:

  1. Report the issue immediately – You can report any suspicious activity or security concerns directly through our in-app reporting system, or contact our support team at support@newwavepoker.com.
  2. Provide details – When reporting, please include as much detail as possible, such as the game you were playing, the time of the incident, and any other relevant information. This helps our team investigate the issue thoroughly.
  3. Stay secure – If you believe your account has been compromised, we recommend you immediately change your password and review your account security settings.

Rest assured, all reports are investigated by our dedicated security team, and we work closely with regulators to ensure the integrity of our platform.

Other Questions

At New Wave Poker, we take interruptions and cancellations seriously and ensure players are refunded as outlined below if unscheduled downtime occurs:

Cash Games

  • Any hands in progress at the time of the disruption will be voided.
  • Each player’s chip count will be reset to the amount at the beginning of the hand.

Tournaments
Refunds for interrupted tournaments will depend on the status of the tournament:

  • Before Tournament Start:
    All buy-ins and fees will be fully refunded to registered players.
  • During Late Registration or Before Reaching Paid Places:
    • Remaining players will receive a refund of their fee and any current bounty (if applicable).
    • 50% of the prize pool will be evenly distributed among the remaining players.
    • The other 50% will be distributed according to the chip counts of the remaining players.
    • If the guaranteed prize pool has not been met, only the amount collected from player registrations will be distributed.
  • After Reaching Paid Places:
    • Remaining players will receive a refund of their fee and any current bounty (if applicable).
    • The next scheduled prize will be awarded to all remaining players.
    • The rest of the prize pool will be distributed based on the chip counts of the remaining players.

All game transactions, including pots won and lost, will be recorded to players’ accounts upon the completion of each hand.

Note:
When calculating tournament refunds, New Wave Poker will identify the exact moment when the disruption began and use the state of play immediately before this disruption to determine refunds. Please note that not all players may experience the disruption at the same time.

If you have any concerns, feel free to reach out to our Customer Support team at support@newwavepoker.com. 

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In order to register for this website, the user is required to accept the General Terms and Conditions. In the event the General Terms and Conditions are updated, existing users may choose to discontinue using the products and services before the said update shall become effective, which is a minimum of two weeks after it has been announced.

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