Unfortunately many hosting support people don't know the specifics when it comes to creating very specific functionality for websites. Not excusing their behavior but I've found this to be true in most instances.
For a poker site you cannot use software, you'll need a programmer or find a script online that you can learn to install. To be honest I didn't even know HostGator had software. I use Dreamweaver. Nevertheless, you'll need a programmer for any kind of gaming/interactive site.
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