General Information

1. Who is eligible to play?

   Anybody 18 years or older. Please check the TERMS & CONDITIONS for more information on restrictions for certain states.
   
   Please note: Card Player Media employees that do not directly work for SpadeClub are eligible to play. Likewise, SpadeClub employees are only allowed to win points - no SpadeClub employee may, at any time, win any cash prizes.

2. Can I change my ScreenName?

   No. Choose your Screen Name wisely. Once you choose a Screen Name it cannot be altered or changed in any way. SpadeClub is a poker community and your Screen Name identifies you.

Game Play Features

1. I have uploaded my avatar. Can I change it? Can I have more than one?

   SpadeClub allows you to have two avatars uploaded at a time. In order to upload an avatar, go to www.spadeclub.com and click on the Account Management tab. Here you will be able to manage your avatars. SpadeClub only allows you to change your avatar or upload a 3rd avatar to take the place of one of your first two once a year.

2. How do I upload an avatar?

   Visit the Manage Avatars page to upload up to two avatars. These images will appear in the available icon space during game play. Players can upload two different avatars and toggle between the two at any time. Please make sure your image is at least 125x125 pixels.

3. How do I reach 100% completion on my profile?

   
   To reach 100% completion on your profile progress bar, complete all of the following:
   

   
   * Identity information
   
   
   * Bio
   
   
   * Earn at least 1 badge
   
   
   * Have at least 1 friend on your list
   
   
   * 100% of Friend Most Likely To list
   
   
   * All Poker Interests
   
   
   * At least 1 blog posted
   
   
   * At least 1 friend comment posted on your profile
   

4. Who can earn badges?

   The Hands Played badge is given out to all members. All other badges are limited to Exclusive Members only.

5. When are badges updated?

   The Hands Played and Bounties badges are updated every night. All other badges update within minutes of earning them.

6. What tournaments award badges?

   All tournaments that award real money also award badges. Qualifiers, points tournaments, and Sit N Go's do not award badges.

Club Rewards

1. How do I take advantage of a Club Rewards Partner Offer?

   All Club Rewards Partner Offers are only available to currently subscribed SpadeClub Exclusive members. You must be an Exclusive member at the time you are redeeming any Club Rewards promotion or discount. Basic members can only take advantage of the offers after they upgrade - yet another added bonus to your SpadeClub subscription!

2. Who do I contact if I need more information on a Club Rewards Partner Offer?

   Exclusive members who are interested in redeeming a Club Rewards Partner Offer should first fill out the form located on the offer page. Please allow up to seven business days for a response. If it's been over seven business days since your inquiry and no response has been received, feel free to contact SpadeClub support at Support@SpadeClub.com - we'd be happy to assist.

3. Will you be more Club Rewards Partner Offers in the future?

   Yes! SpadeClub will frequently be extending more exclusive and truly valuable Partner Offers to subscribers. Stay tuned to the Club Rewards Partner Offers homepage for more Exclusive membership benefits.

Cashing Out Your SpadeClub Winnings

1. Now that I've won, and have money in my account, how do I collect?

   In order to claim your prize, you must be a verified member. To become a verified member, you must provide SpadeClub with specific eligibility information. As long as you do not change your personal information (name or address changes), this will be a one time process. You can validate your account identity at any time; you do not need wait to win a prize to complete the validation process.
   
   
   
   Validation requirements consist of Proof of Identity, Proof of Residency and Proof of Age. You must also validate that you are playing from a legal location – not all states allow for cash payouts, so please check the TERMS & CONDITIONS for more Information.
   All three of these requirements must be fulfilled in order to validate your account and claim your prize.
   
   
   
   The following forms of ID are accepted:
   
   - Valid US Drivers License
   
   - Valid US State Identification Card
   
   - Valid US Military ID
   
   - Valid US or Foreign Passport
   
   
   
   To submit, scan and email your ID and Affidavit of Eligibility to cashier@spadeclub.com or mail a copy of the ID to the following address:
   
   
   
   SpadeClub.com
   
   ATTN: Account Validation
   
   1027 South Rainbow Blvd. #282
   
   Las Vegas, NV 89145
   
   
   
   You may also fax the information to 1-800-503-6142. A full copy of the form of ID being submitted must be provided. Copies of IDs with any portion of the ID deleted or blacked out will not be accepted and will be considered noncompliant with the Terms and Conditions.
   
   
   
   In order to cash out, you must have at least $25 in your account. You may use all or part of your earnings to pay for a SpadeClub Exclusive Membership. SpadeClub will provide at least two times a year a time period where members with less than $25 are able to cash-out their winnings.
   
   
   
   Special Note: SpadeClub beta members may cash out any time for any amount. This policy will be in effect through April 1st, 2008.
   
   
   
   Your prize will be processed and sent to you by check immediately upon completion of the cash out process. We will email you with the status of your validation and any funds due to you.
   
   
   
   If any prize or prize notification is undeliverable, if the required documents are not submitted in a timely manner, or in the event of noncompliance with any of the TERMS & CONDITIONS or addendums to, the prize will be forfeited in its entirety.

2. I have "Additional Winnings" when I cash out. What does this mean?

   Additional winnings are related to any promotions that you earned, such as the Bust a Shulman promo. These are displayed in this fashion when you cash out.

3. Why does my bank account show a temporary hold from SpadeClub?

   Payment information is required to ensure your account is valid. When you upgrade to a Trial account, or to a Monthly account by using either Membership Money or Winnings, we place a temporary charge on your account. Your account has not been charged and all funds will be released if you cancel before your next bill-on date.

   Normally the temporary hold is released within 24 - 48 hours. However, it may take longer depending on your financial institution.

   All membership cancellations must be done by phoning cancellation support Monday-Friday 9am-5pm PST at the below number.

   1-877-242-5088

4. What are my payment choices when cashing out?

   Players who are ready to cash out can select one of two methods for payment:
   
   1) Check
   
   SpadeClub will issue a check, sent to the player's mailing address. Please be aware a $3 processing fee applies to all players who reside in the U.S. International customers are not charged the processing fee, as they do not have any other options for payment.
   
   2) Electronic payment processing
   
   U.S. players can request electronic payment by entering their routing number and bank account. The process takes about 3-5 business days to complete once intiated. Electronic payment is free to all U.S. players - we regret that we cannot offer this for any international players.

Support

1. What happens to my account when I cancel my Exclusive membership?

   If at any time you need to cancel your Exclusive membership, rest assured that all of your badges, blogs, profile information and other game data is not deleted. When you call our support line, we simply downgrade your account from Exclusive to Basic (allowing you to enjoy the remainder of any paid period.) When your account reverts to a Basic membership, you will only be able to access those features available to Basic players. If at any time you choose to upgrade to an Exclusive membership once more, all of your previous data will be instantly available to you.

2. Where do I give feedback or get help with a problem?

   Click the Support link on SpadeClub.com to let us know your thoughts anytime. Email support is offered M-F 9:00am - 9:00pm PT and Sat & Sun 9:00am- 6:00pm PT. Account Validation support is only offered M-F 9:00 AM - 5:00 PM PST. In the alternative, you may also send an email to support@spadeclub.com.

3. Why are all of my badges not displayed at the table?

   Currently, each player's badges that should appear at the table are stored in an HTML file on your computer. Your computer's Internet Explorer settings may be such that they do not update this file very often. It is "cached" in your temporary internet files. We are working on long term solution to enable the badges to update more often. However, in the meantime you may have to clear your temporary internet files to see the badge updates on SpadeClub. You should only have to do this one time in the interim. To complete this process, you have to follow the following steps.

   From Internet Explorer 7

   1. From the Tools menu, select Internet Options... .
   2. Choose the General tab.
   3. Under Browsing history, click Delete... .
   4. Next to "Temporary Internet Files", click Delete files... .
   5. Click Close, and then click OK to exit.

   Internet Explorer 4.x, 5.x, and 6.x for Windows

   1. From the Tools menu (for version 4.x, the View menu), select Internet Options... .
   2. Choose the General tab.
   3. In the "Temporary Internet Files" section, click Delete Files... .
   4. To confirm the deletion, click OK.
   5. In the Internet Options dialog box, click OK.

   After this is complete, close the SpadeClub application and then re-open it. All badges should now appear and be updated.

4. Why has Support not responded to my e-mail?

   SpadeClub Support will respond to all e-mails in a timely manner. Live E-Mail SpadeClub Support is offered Monday - Friday 9:00 a.m. - 9:00 p.m. PST and Saturday and Sunday 9:00 a.m. - 6:00 p.m. During these times a SpadeClub Support representative will respond in most cases within 30 minutes. If an e-mail is sent after hours, a response will be provided the next day as soon as possible.
   
   
   
   All Account Validation e-mails and e-mails specifically to cashier@spadeclub.com are handled on a case by case basis. Submission of documents and request specifically in regards to account & identity validation can take slightly longer. We have a very thorough account validation document review process that takes time. We appreciate your patience.
   
   
   
   If you have e-mailed support@spadeclub.com and have not received a response within a reasonable amount of time, the problem could be related to your specific e-mail provider's filtering system. First, check your junk mail folder and make sure SpadeClub emails aren't mistakenly filtered. SpadeClub.com has recently experienced difficulties completing e-mails to certain e-mail providers. Please ensure that support@spadeclub.com is listed in your e-mail provider's junk/spam filtering system as a safe sender and is listed in your contact list. There is no reason that you should have to wait days to receive a response to a general question. Our support staff is committed to providing you with the best customer support possible. If you haven't received a response to an e-mail for an extended period (3 days) and are sure the response e-mails are not being sent to your junk/spam folders, you may try providing your phone number. A customer support manager may be able to call certain users in emergency scenarios.

Thank you for your support!!

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