Getting Started
How do I get started at Superpoker?
You can get started by downloading the free software application that you will find throughout the website. Once you have completed the download process you should see the Superpoker icon on the desktop of your computer. Double-click on this icon to launch the software and you will be taken to the lobby screen where the games and tables are listed.
Can I test drive your poker room?
Yes, there is no charge for downloading our software. We offer play money tables where you can try out our poker room at no cost. You can learn more about our poker room on this web site.
How do I create an account at Superpoker?
To create your new Superpoker account, please select the “My Account” tab on the top of the Lobby screen. The login screen will then be displayed with a “Sign Up Now!” button. Click on this button and complete the required information fields in order to create your new account.
Can I change my nick name?
At Superpoker, we allow players the ability to change their Player ID (name appearing at the poker tables) every 7 days. To do this, please visit the ‘My Account’ tab when logged on to the Superpoker software.
Now that I’ve registered, how do I pick a table?
From the top of the Superpoker lobby screen select either the ‘Ring Games’ or ‘Tournaments’ button. If you choose the “Ring Games” tab you will see the games we offer, a list of tables for each game type, along with the characteristics of each table (real/play chips, stakes, limit/pot limit/no limit, etc.). Select the table you want to join and click on the “Go to Table” button, or double-click on the table. The tournaments tab will show you all the scheduled tourneys including free rolls, special events and sit & Go’s. The table you selected opens in a separate window. Sit down by clicking on any open seat. If there are no available seats, you should join the waiting list.
I want to change my seat, why can’t I?
To ensure a fair and equitable game, we cannot allow you to change your seat while seated at a table. Of course, you do have the option of leaving your seat and returning to the table, but you will be at the end of any waiting list and will have to repost blinds as would any new arrival.
How does the waiting list work?
We have designed the waiting list to allow you to wait for a specific table, or any table that matches the criteria of the table you highlighted. You may join a waiting list by clicking the “Wait List” button on any table.
Are there restrictions on how many chips I need to sit down?
We require that you sit down with ten times the higher stakes amount. For example, to sit at a 10/20 table, you must sit with at least 200 chips for pot limit and no limit tables, and for tournaments there are different buy-in rules.
Will I need to go to www.superpoker.com each time I want to play?
If you have already downloaded the software on your computer and have the Superpoker icon on your desktop, you will not need to return to the website. Just click on the Superpoker icon on your desktop and you will automatically be connected to the game server so you can start playing.
I am not being able to log in my account as I keep receiving a message that says “unable to validate password”. What can the problem be?
Please note that your account password is case-sensitive. Entering an incorrect password can often result in an ‘unable to validate password’ code. Please check to ensure your Caps Lock is off. If your troubles persist, select the ‘forgot password’ button and a new password will be issued to the e-mail address registered on your Superpoker account.
How do I protect my Superpoker Account?
- Do not leave the software open on a computer where others have access.
- Keep your account information in a safe place where others cannot access it.
- As a precaution, we recommend that you change your password on a regular basis.
Can I have more than one account at Superpoker?
Each player is only permitted one account. Please note that Superpoker allows you the ability to change your Poker Nickname every 7 days at your discretion.
How can I change my nickname?
If you change your player name, your past tournament results will not be automatically updated on external leaderboards. Your poker nickname can be changed every 7 days at your discretion.
- Launch poker software and click “My Account”.
- To the right of your Poker Nickname, click “Edit”.
- Input your new Nickname (5 character min) and submit.
- If your new nickname is deemed inappropriate, you will receive an email from our Support team to change your name immediately.
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Game Play
Am I playing against real people or a computer?
All the players you play against are real people. We do not use computer players or “bots” on our site.
How can I adjust my game window?
The Poker lobby can not be resized, however your game window can be adjusted while watching or seated at a poker table. Do either of the 2 options below:
- Click on the “Resize Table” button at the bottom left of your poker table (above the Tool tabs) and select the appropriate size.
- Mouse over the corner of the game window, until you see the cursor transform to a double-sided arrow, left-click, without releasing, drag the corner outwards.
How can I configure the game window to fill my entire screen?
Please keep in mind that this will effect how everything is viewed on your computer, documents and sites not associated with Superpoker.
- Access your Control Panel by clicking your “Window’s Start” menu then “Control Panel”.
- Double-click “Display”.
- Choose the last tab called “Settings”.
- Drag the “Screen resolution” slider to the left, to 800×600 pixels.
- Press “Apply” to view first or “OK” to confirm right away before previewing.
How can I enable/disable sound?
While in the game window click the “Info” tab then the “options” button. Select the “Display” tab. Then under “Sounds”, select “Silent”, “Alerts Only” or “All”.
At how many tables can I play simultaneously?
There are not restrictions on the amount of games you can play at the same time, whether it is in a tournament, a ring game or both simultaneously. However, we ask that you act promptly when it is your turn.
How many play-money chips do I start with?
You will be given 1,000 play money chips to start. If at any time your play chip count drops below 1,000, simply click on the Dealer’s tray and your stack will be refreshed.
How do I get more play chips while at a table?
If you need to add more play chips while seated at a table, click the chip rack at the top of the table; it says Options. A window will open showing your available chips. You may bring up to that number of chips to the table. The chips will only be delivered once the hand in-progress has ended.
How do I sit down at a ring game?
Select a seat by clicking where it says “Sit Down” over the seat. You will then be prompted to select how much money you would like to take to the table. After completing this step you will then be taken to your seat to enjoy the games and begin playing!
How do I join a tournament?
After double-clicking on the desired tournament from the lobby screen, you will open the Tournament window. This window will describe the specific details of that tournament including prize information, blind levels and start time. To join this tournament, select the register button in the bottom right corner of the window. After successfully registering for this tournament you will see your player nickname added to the list of registered players. Your table window will open when the tournament begins.
Where can I see the pot display?
The amount in the pot is always posted numerically and represented graphically in the center of the poker table.
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 automatically shown. This feature protects you from accidentally mucking a winner.
If you would like to enabling auto muck, select the check box next to “auto muck” (to the bottom right of poker table) while seated. A check mark will appear confirming that you have successfully turned this feature on.
How do I make notes on a player?
When you are at a table, there is a “Note” tab located on the bottom left of the game screen. This feature allows you to make notes on any opposing players by selecting the desired player from the drop down menu (all players seated at your table will appear in your selection). From there, you simply need to type in any comments you wish to make and they will stick with that player regardless of any Player ID changes they may make. In addition to the notes, you are able to apply a color coded label identifying the type of player that they are.
How do I know if Notes have been made on a player?
If you see a small color box in the right hand corner of an opposing player’s nameplate, there are already notes available to you from a previous entry. This is quite handy since Superpoker allows players to frequently adjust their Player ID.
A player keeps talking and it’s annoying me. How can I block his chat?
- Navigate to the “Notes” tab (bottom left of the table screen).
- Select the player from the drop down list.
- Click the “Ignore” button.
Please refrain from engaging in retaliatory chat as this will likely result in both players’ chat privileges being removed.
How can I select an avatar?
Currently, there are 20 avatars to choose from. Pick the avatar that suits you best. In the Poker Lobby, click the “Options” button. While in the “Table” tab, click the left or right arrow to scroll through the avatars. If you and another player share the same avatar while seated at the same table, our world class software will customize the avatars so they are distinguishable (such as changing the shirt color).
Can I customize my deck?
Yes, you can customize the deck to your liking by changing the deck color, or easily distinguish b/w card suits by assigning specific colors to each suit. In the Poker Lobby, click the “Options” button. Click the “Cards and Chips” tab to customize your cards and chips.
How do I view my play statistics?
When you are at a table, you can click on the “Stats” tab in the bottom left corner of the screen to view your stats.
Is it possible to check the outcome of a hand I was in?
The “Last Hand” button is located below the current hand number and can be clicked to provide an immediate review of the previous hand. You will also find the Hand History in text format, in the folder where you installed Superpoker located within your personal computer files. The default location, unless specified otherwise, is C:\Program Files\Superpoker\Hand Histories\
Real Money
How do I set up my account for real money?
When you’re ready to get started at our real money tables, you must set up your Superpoker Players Account as a real money player. This can be done by visiting the Cashier tab. From there, you’ll be asked to complete all the necessary fields of information, read and accept the Superpoker Player Agreement, and validate your email address by following the instructions below:
- Visit the ‘My Account’ tab and click the ‘edit’ button beside your e-mail address.
- Input your new e-mail address or existing e-mail address and click ’submit’.
- We will automatically send you a link in a validation e-mail.
- Click on that link to validate the new e-mail address.
I never received a validation E-mail. What can I do?
If you do not receive a validation E-mail within 5 minutes of submitting your request please do the following:
- Check you have entered your e-mail address correctly. Please note that there is no need to include ‘www.’ before your e-mail address.
- Check your spam/junk mail folder. Superpoker does not engage in the sending of unsolicited e-mails, however, some aggressive mail filters may inadvertently identify our E-mails as spam.
If you remain unable to receive your verification e-mail it is likely that your e-mail provider is rejecting our e-mails. In order to address this problem we ask that you establish a web based e-mail account at either www.yahoo.com or www.hotmail.com and register this new e-mail address on your Superpoker account. You can register your new e-mail address on your Superpoker account by means of the edit button beside your e-mail address on record in the “My Account” tab in the Lobby screen.
What are the deposit methods available?
For your convenience, Superpoker offers several options to deposit your funds. The easiest and fastest method is with your VISA or MasterCard. Depending on your location we also offer eWalletExpress, NeTeller, MoneyBookers, online checks and you may also bank wire funds to us. Please check out all the depositing methods available to you here.
What is the minimum deposit?
Minimum deposit is $30 USD, with the exception person to person transactions, which are $100USD.
Which currencies can I play in?
We accept deposits in all major currencies. The poker room currency is U.S. Dollars, and other currencies will be transferred to the poker room using a fair exchange rate; no profits will be made on currency exchanges, and the same rate is applied to both withdrawals and deposits.
Is my transaction secure?
Yes it is. We use secure server technology and industry standard encryption to ensure that our financial transactions are as secure as possible. We have made certain that neither your money nor the integrity of the games is compromised. From sophisticated random number generation, to 128-bit encryption, to a range of other measures we can’t disclose, we have implemented the poker room with security as a number one priority.
Is there a credit card processing fee?
Promotions
Gold Stacks
How do I earn Gold Stacks?
By playing at our real money ring game and tournament tables you’re earning frequent player points (FPPs) and Gold Chips. Every Gold Chip earned is added to your current Gold Stack.
What do I do with a Gold Stack?
The beauty of Gold Stacks is that you really don’t do anything. Every time you complete a Gold Stack, your reward is issued instantly…automatically…right away….immediately. You simply earn Gold Chips and we reward you.
What kind of instant rewards will I earn?
Gold Stacks completed at the lower levels will earn you more Gold Chips. Rewards increase as you advance in Gold Stack levels, with higher levels offering pending bonuses and cash. As rewards are instant, your Gold Chip balance, pending bonus or real money balance will be topped up automatically as you complete each Stack.
How do I know how many Gold Chips it takes to complete a Stack?
The Gold Stack Level you’re at will determine how many Gold Chips are in each Stack and how many Stacks are needed to advance to the next level. This information is viewable via the Rewards Gold Stacks tab when you are logged in to SuperPoker.
What about the Levels?
There are 50 ways to leave your lover and coincidentally 50 Levels of Gold Stacks. All players begin on Level 1. Within some Levels, you’ll find that you must build more than one Stack to advance. The reward you receive for completing a Stack depends on what level you’re on. Higher levels offer even more rewards per Stack.
Will I lose a Level?
We all have things to do and poker can’t always be it – and we respect that. Gold Stacks is not an endless poker treadmill that you must stay on to maintain your Level. In fact, we make it pretty tricky for you to drop a Level. Once you achieve Levels 1 through 10, you’ll never go down a notch. Hit Level 11 or higher and you’ll be required only to earn a minimum of three Gold Chips over two consecutive months in order to maintain your level.
Are there any time limits?
No. You are guaranteed a reward every time you complete a Gold Stack. This, thanks to our crafty marketing folks, is called your Guaranteed Reward. However if you have a need for speed, we reward that too with Turbo and Super Turbo rewards offered per Stack. Achieve Super Turbo to truly maximize your earning potential.
What is the rake amount?
To see how many raked hands you’ve played, go to the Menu tab in our Lobby and choose the “Raked Hands” option from the list.
How to cash out from my Superpoker account?
- Launch poker software and login.
- In the “Cashier” section, click the “Cashout” tab.
- Select your preferred cash out method by clicking on link below the tabs or on the icons.
How long does it take to cash out my winnings?
For security reasons we require a 72 hour waiting period to verify all account and deposit method information before processing withdrawals. Most credit card companies need up to 30 days to make the money available in your account.
Technical
Why is the auto-upgrade not working?
In some cases, auto-upgrading will not work. This can be due to local caching and firewall issues, which prevent our software from properly upgrading itself.
You may access the most recent version of the Superpoker software by clicking here. . Select the SuperpokerSetup.exe hyperlink to begin the process. Choose ‘Run program from its current location’, select ‘Open File’ and save it to your computer.
How much available disk space do I need?
You’ll need 13.7Mb of space on your hard drive for the client download and installation.
Why is the game moving slowly?
The communication between your machine and our servers has been optimized for the fastest response. If you notice that your game is moving slow, it might be due to players on the table are taking a long time to act when it is their turn or your connection to the Internet is weak (dial-up, wireless, etc.).
What happens if I get disconnected while playing?
If you are disconnected from the game mid-hand our software will automatically try to re-connect you to the internet and return you directly to your table. Ideally you will be returned to the table promptly with minimum effect on your game.
What is Timeout?
If you are connected and do not act within the allowable 25 seconds, your hand will be set to “Fold” to Any Bet (check if the action is checked to you or fold if there is action to you).
How does the “Extra time bank” work?
If disconnected, in a multi-table tournament (only), your Extra time bank (additional 240 seconds) will engage giving you more time to reconnect, pending you have money invested in the pot. Once your Extra time bank has depleted, you will be folded, except in the case of the final table at which players will be given an additional 240 seconds to re-establish connection.
What is your system crash policy?
In the unlikely event of a server interruption 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 prior to the interruption. In special circumstances, when a tournament needs to be cancelled because of a crash or some other reason, players will be compensated according to our Superpoker Tournament Cancellation Policy.
How will I play if I am connected to the Internet through a firewall or proxy server?
Please ensure that your firewall is set to permit connections to the Superpoker servers. There is no need to disable your firewall however you will need to ensure that your server is set to accept connections to the following IP addresses: 200.26.205.0 to 200.26.205.127 (get our IP addresses). In addition you will need to ensure that ports 80, 433, 8048, and 8049 are open.
What are the minimum requirements for windows users?
- Windows 2000, XP (or Media Center), Vista or later
- Internet Explorer 6+ or FireFox 2.0.0.13 or later
- 366Mhz Pentium PC or faster
- 256MB RAM
- Standard VGA monitor
- Dialup connection
- Sound card (optional)
- At least 40MB free disk space
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- Windows 2000, XP (or Media Center), Vista or later
- Internet Explorer 6+ or FireFox 2.0.0.13 or later
- 500 Mhz Pentium PC or faster
- 512 MB RAM
- Standard VGA monitor
- Broadband connection
- Sound card (optional)
- At least 40MB free disk space
Do you have an Apple MAC version?
Unfortunately we do not currently offer a version of our software specifically designed for the MAC however many of our MAC users have successfully employed a PC emulator to play at Superpoker. It is our understanding that both SoftWindows and VirtualPC work well with our software.
How do I connect to Superpoker after a Program Upgrade?
When you initially downloaded the Superpoker software your firewall would have asked you if you wanted to set the Superpoker software as an ‘allowed’ or ‘trusted’ application. As soon as the Superpoker software was set as an ‘allowed’ or ‘trusted’ application you would have been able to connect.
Unfortunately, however, when an upgrade to the Superpoker software is downloaded the firewall may not recognize the upgraded version of the software as an ‘allowed’ or ‘trusted’ application and as such the firewall will block the connection. In order to address the problem you will need to open your firewall program and ensure that the Superpoker software is set as a ‘trusted site’ or ‘allowed site’.
Security
How can I be sure this poker room treats all players equally and fairly?
The Poker Room is operated by Gaming N.V., a well-established, internationally renowned poker software company. The software was designed and developed to ensure the highest standard of integrity. The poker room is actively managed, 7×24, to respond to players attempting to behave improperly. The software is designed to automatically detect improper activity.
How do you shuffle cards to ensure fairness?
The solution chosen for RNG/Shuffling is critical to ensuring a fair game for all players. Consequently, Superpoker investigated many systems and algorithms before deciding on implementation of what we believe is a superior solution.
Superpoker’s RNG solution ensures the even distribution of cards whereby no sequence or relationship can be discovered in any way. The RNG solution is unaware of what’s going on in the game itself, so when the game requests a random card, the RNG has no idea of whose turn it is nor how the game is being played. We believe this is the ultimate impartial tool, better than the physical shuffling of cards.
Superpoker uses the cryptographically-secure RNG system found in Microsoft’s CryptoAPI. “Cryptographically secure” means that the RNG is so completely random that even a large amount of computer analysis cannot predict or detect patterns in the output, a fact that has been validated by the National Institute of Standards and Technology (NIST).
Do you Burn Cards?
The burning of cards is a time honored tradition in physical casinos to protect players against marked cards. In a virtual poker room the burning of cards is a visual flourish that is not necessary. We do not burn cards.
I believe I was cheated. What do I do?
We take cheating very seriously. If you believe other players at your table were colluding (playing together) you should use the Call Manager button to report the problem immediately. If you prefer to send email, include your screen name and the game number of the game, or the table name and time and date when you believe the cheating occurred to support@superpoker.com. You may also request the hand history to review the game yourself. You may want to do this first.
What system do you use against collusion?
Collusion is an unacceptable practice that undermines the integrity of the games. In order to combat collusion Superpoker employs numerous preventative security measures which include random security checks and log-file reviews. Our analysis includes automatic tracking of betting patterns related to the strength of a player’s hand and referencing that against other player’s actions at the same table to determine if they may be working together. Sophisticated algorithms are employed to identify, track and uncover collusion help to ensure the integrity of our system and fairness at our tables.
Our Security Team will promptly and thoroughly investigate all complaints registered by players suspecting questionable practices or collusion. Any player found to be participating in collusion or deceptive practices will have their account immediately closed and will be permanently banned from our games.
What do you do against Bots?
The use of Artificial Intelligence or “bots” is strictly forbidden. Superpoker employs measures to prevent and detect the use of programs that are designed to enable artificial intelligence (non-human) play on the site. Players found to be using such programs will have their account closed immediately and they will be banned from playing at the site permanently.
Can someone hack into the system and see my cards?
Superpoker offers our clients world class security against hackers. All of the communications between the Superpoker server and the client program running on your computer are encrypted using the internationally accepted industry standard SSLv3/TLSv1 encryption algorithm. What this means is that your cards, your name, your address, your credit card number, your password, and any other information that is transmitted between players’ computers and our server is protected with the same level of security that a bank would use. ‘Packet-sniffing’, an effort to intercept and interpret the information exchanged between the two points, has been thoroughly addressed by our technical design team and is prevented using the most advanced deterrents available today.
Furthermore, each player’s cards are sent exclusively to that particular player’s computer. No computer other than yours receives the datastream of your hidden cards, thus preventing an opponent from hacking the client software to determine your cards.
Will you share my private information with another party?
All information you enter on Superpoker is private and will remain 100% confidential. We do not share any of your personal information with outside parties, other than what is necessary to facilitate credit card transactions with our credit card processor.
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Our poker knowledgeable and friendly support staff is available 24/7. As players, we also understand the desire for a prompt and professional response to your questions and issues, to ensure game play can be quickly resumed.
We strive to ensure all inquiries are answered within 20 minutes. If you do not see a response within that time frame, please ensure you’ve added us to your ’safe sender’ list.
Contact us by email:
Customer Care
support@superpoker.com
Cashier Inquiries
cashier@superpoker.com
Privacy Policy
Superpoker and its owner and operator, Cake Gaming N.V. understand the importance of privacy protection on the internet. Superpoker remains committed to upholding the confidentiality of the personal information that we collect. The information that we collect is safeguarded with the appropriate software and hardware tools in place as well as the techniques, methods and procedures that we choose to employ.
The following information will help you to understand our policies and your rights regarding the collection, storage, use and the safeguarding of information relating to you.
Information collected by Superpoker
When you choose to open a Superpoker Account you will be asked to provide us with certain pertinent personal information. This information will include your full name, mailing address, e-mail address and a chosen password. You will also be asked to certify that you are at least 18 years old or older in jurisdictions where specifically required. We will use this personal information to confirm and complete any financial transactions as well as to contact you regarding news and events information and provide you with customer support services. If at any time you do not wish to receive our newsletters, you may instruct us to remove you from the distribution list by following the appropriate instructions included in each of the newsletters or by contacting the Support Team directly by E-mail. It is very important that you complete the required account details with valid information as this information will be used in the process of validating financial transactions. Players may change their account details by selecting an account option in the lobby screen.
Information used to process Deposits and Withdrawals
Players will need to provide deposit specific information when making a deposit to play for real money (example: credit card number or NETeller account number). This information may be applied along with your personal information to allow us to clear financial transactions executed by you with Superpoker.
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Superpoker undertakes substantial efforts to ensure the confidentiality of the information it has collected about individual players and will not knowingly allow access to this information to anyone outside of Superpoker, other than to the player himself or as described in this Privacy Policy. In order to protect the information, Superpoker has ensured from a technological standpoint that its server, database, backup, firewall and encryption technologies all exceed industry standards. All of the employees working with Superpoker are required to comply with the terms of our Privacy Policy which outlines that employees are obligated to keep player information strictly confidential and this obligation continues when an employee has left our company. As a player, you should ensure that your Superpoker account password remains confidential and we recommend that you take appropriate steps to ensure others are not able to access your account information.
Limits of Confidentiality
Legally Required Disclosures: Due to the existing legal, regulatory and security environment, Superpoker may be required, under certain circumstances, to disclose personally identifiable information about our Players. Superpoker will use its best reasonable efforts to limit such disclosure to the following: where Superpoker believes in good faith that it is required to do so in response to a subpoena, warrant or other legal process; or where reasonably necessary to identify, contact or bring legal action against persons or entities to preserve and/or enforce Superpoker’s rights. Further, we can, and you authorize us to, disclose your Player identification, name, street address, city, state, zip code, country, phone number, e-mail, and company to third party agents of Superpoker as we, in our sole discretion, believe necessary or appropriate in connection with an investigation of fraud, intellectual property infringement, piracy or other unlawful activity or activity that may expose us to legal liability.
Who receives your information?
In addition to disclosures due to legal requirements as explained above, we may from time to time disclose your personal information to:
- Our Superpoker employees
- Employees of other companies that are related to or affiliated with Cake Gaming N.V.
- Third party service providers who use your personal information to provide services to us in respect of your being a Player with Superpoker.
All recipients of your personal information shall be bound by applicable data protection laws to keep your personal information private. These parties will adhere to policies that, at the very minimum, reflect those of Superpoker.
Cookies
We may send you a temporary cookie when you visit the Superpoker website. A cookie is a text-only string of information that we place in your computer’s cookie file so that we can remember who you are when you revisit our website. We may use the data that is generated from cookies to compile statistical data on your use of our website. You are not obliged to accept the cookie from us and you have the ability to accept or decline cookies by modifying the settings in your browser. Please see contact our Support Team if you require any further information about the use or deletion of cookies.
Your rights pertaining to your information
You may write Superpoker to, where appropriate, have your personal information removed, rectified, amended or completed. In order to contact us regarding your information please e-mail our Security Team at security@superpoker.com. Please note that Superpoker may levy a small charge to cover administration costs in regard to any such request.
Consent to Privacy Policy
By opening an Account with Superpoker, you agree to the terms of this PRIVACY POLICY. We may occasionally update this Privacy Policy and encourage you to periodically review it. Your continued use of the Superpoker services constitutes your agreement to this Privacy Policy and any updates.
In the case of any conflicting presentation between this Privacy Policy and the Superpoker End User Agreement captured under our Terms Of Service, the terms outlined in the Superpoker End User Agreement shall prevail.
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