Flash Beta - Known Issues

1. "Show Registering / Upcoming Only" checkbox does not work

2. Clicking on Player name in game causes a "Page Not Found" error

3. Clock is incorrect - looks to be 5 hours ahead.

4. Does not work in Linux

5. Multi-tabling is very slow - not advised for this version. To enjoy this feature, please use our Downloadable Version.

6. No chip counts are displayed for any in-progress game / tournament in the game lobby

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.
   

2. Why is my state listed as "excluded"?

   Because the sweepstakes laws in some states prohibit activity on sites like SpadeClub, we cannot offer Premium Membership in all areas. To see if your state is on the excluded list, visit the Excluded States page.

3. 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. How do I upload an avatar?

   To upload an avatar, visit your profile page by clicking on "My Profile". Click "Manage Identity" and follow the instructions located next to "My Avatars". Players can have two avatars at one time and toggle between the two. There is no limit to the number of avatar changes you can make.

2. 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
   

3. Who can earn badges?

   Badges are limited to Premium Members only.

4. When are badges updated?

   The Bounties badges is updated every night. All other badges update within minutes of earning them.

5. 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, EXCEPT for the Bounties badge.

6. Which of my badges can I display at the tables?

   Currently, all badges except VIP and SPOY can be featured in-game at the tables.

Play Money, Points and Tokens

1. How do I get more points?

   While most tournaments award points to top performers, there are other ways to increase your points count. If you're below the points threshold for your membership (25 for Basic users and 1,000 for Premium users), you'll receive a nightly reload. If you're running low and need points now, click the Get More Points link on your Account Management page - this will link you to a process that allows you to manually reload your points. Basic users are granted an extra 25 points a day, and Premium users receive 500. Only one manual reload is allowed each calendar day.

Events

1. Do Premium members have to spend points for all tournaments with a buy-in?

   No. Premium members do not have to pay the points buy-in for all Basic tournaments. Any tournaments that allow Basic members and charge points require no buy-in by Premium members. Even though the system may inform you that the tournament requires a point buy-in, any $20, $50 or $75 Daily Cash event does not charge points to Premium member entries.

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 Premium members. You must be an Premium 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?

   Premium 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 offering 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 Premium membership benefits.

Cashing Out Your 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.
   
   
   
   You may use winnings to pay for a SpadeClub Premium Membership. Any funds claimed that a user wishes to apply to membership must be equal to or greater than that membership type cost.
   
   
   
   You may cash-out either by having a check mailed to you or by direct deposit. Direct Deposit ACH transaction usually take about 5 days. Some may take slightly longer (up to 10 business days)
   If a check is requested, 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.
   
   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 check 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 (ACH)
   
   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.

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 an account by using either Membership Money or Winnings, we place a temporary charge of $1.00 on your account. This is to ensure that the Credit Card you have on file is valid.

   Normally the temporary hold is released almost immediately. However, it may take longer depending on your financial institution.

Support

1. 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.

2. What happens to my account when I cancel my Premium membership?

   If at any time you need to cancel your Premium 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 mark your account to not be billed again. You will be able to play out your current paid for Premium 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 Premium membership once more, all of your previous data will be instantly available to you. This includes any points, tokens or play money that you may have had.

3. 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 1 hour. 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 requests 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 in this regard.
   
   
   
   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!!