General Information

1. How do I join SpadeClub?

   Joining the SpadeClub family is easy, and doesn’t cost a penny. Access the Sign-Up page, and fill out the requested information. Then, just download the SpadeClub software (it’s fast and easy, promise!), login, and start playing!

2. What is Exclusive Membership?

   To gain easy access to over $100,000 in cash prizes each month, sign-up to be a SpadeClub Exclusive Member. For just $19.99 a month (or $199 a year - get 2 months free), Exclusive Members can play in dozens of high-paying tournaments*, and are also granted loads of fantastic community features. Exclusive Members can earn multiple badges, share detailed information in their profile, use tools like an Odds Calculator and Hand Helper, and so much more.

   * No purchase necessary – see Terms and Conditions for details.

3. What can I win?

   SpadeClub gives away $100,000 in actual cash prizes each and every month. Tournaments range from smaller cash payouts ($20 tournaments) to impressive awards ($40,000 tournaments).

4. 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.

5. I am an international citizen. Can I still play and win money?

   If the location you reside in considers sites like SpadeClub legal, you are more than welcome to play and win. Please note that all international citizens are subject to an automatic 30% tax withholding. This is in compliance with US Federal Tax Law and is stated in our Terms & Conditions.

6. What if I change my address or my name?

   If you’ve already gone through the identity validation process described above, you must resubmit all the required information in the event of a physical address or name change. Once identification matching your new name or location is received, you will once again be able to cash out.

7. How many Free Trials can I have?

   Each player is limited to one Free Trial only.

8. Am I allowed to share my account with other people?

   As stated in SpadeClub's Terms and Conditions, sharing an account is strictly prohibited. Each account must belong to only one individual, and if you're found in violation of this policy, we may be forced to suspend or terminate your account. Cooperation is deeply appreciated.

9. Can I purchase a SpadeClub membership for someone else?

   Yes, you can purchase as many Exclusive membership gift subscriptions as you'd like. During the sign-up process, simply check the box that inquires whether or not the membership is for someone else, and include their name in the available field.

10. 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.

11. What type of shuffling program or algorithm does SpadeClub use? How do I know the cards are 100% random?

    SpadeClub is committed to the fairest gameplay possible. A complete explanation on our Shuffling program and the logic behind it is available here:
    
    
    Algorithm Details

Download Basics

1. I've downloaded the software. Now how do I play?

   Once the SpadeClub software has been downloaded, double click the SpadeClub logo on your desktop to launch the application. Enter your screen name and password in the Login screen and submit. You should now see the Tournament Lobby, which lists all available games. Click one to select it, register, and start winning!

2. Why Do I Need to Download the Software?

   Because SpadeClub offers advanced features for the best poker experience, a small download is required. If you do not download the software, you cannot access the games and tournaments.

3. Why Can't I See the Whole Table?

   SpadeClub is best viewed at the screen monitor resolution of 1024x768. If your resolution is at a lower setting, the table may be too big to fit on your screen. You will need to adjust your display settings. To do this, access your computer's Control Panel and adjust the Display settings to 1024x768. Once applied, re-launch the SpadeClub application, and the whole table should now be in view.

4. Is SpadeClub available for the Macintosh?

   No. Currently the SpadeClub application is only available for Windows based PCs. We are, however, working on a future version that will be Mac-accessible. Stay tuned!

5. What are the system requirements?

   The SpadeClub application runs on any of the following:
   •Windows Vista
   •Windows XP SP2 with Internet Explorer 6.0 and above
   •Windows 2000 SP6 with Internet Explorer 6.0 and above

   MacOS, Linux, and other operating systems are not yet supported.
   The following are the minimum hardware requirements for a user running
   Windows 2000 or XP:

   •Processor: 300 MHz or faster
   •RAM: 128 Mbytes
   •Display: 800x600 x 32bits color
   •Free hard drive space: about 50 MBytes

   For Windows Vista users, the minimum hardware configuration needed to run Vista is sufficient for the SpadeClub application.

Game Play Features

1. How do I adjust my seat at the poker table?

   In order to adjust your seat, you must click on the table rotate buttons on the left side of the table. They are shaped like circular arrows. Once clicked, they rotate the table one seat to either the left or the right. Keep clicking until you land at your ideal spot. This can occur at any time during game play.

2. How do you turn Sounds on/off?

   SpadeClub allows you to turn the sounds of the table on or off at any time. To toggle the sound on and off, go to the OPTIONS tab at the top of the game application or the top of your table. After clicking on the OPTIONS tab, click on the SOUNDS tab. There you will be able to turn the game sounds on or off.

3. 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.

4. 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.

5. What is Express Fold?

   Express Fold is an exciting new feature exclusive to SpadeClub. SpadeClub allows you to pre-select the hands that you know you will not be playing and have them automatically folded for you. In order to adjust your 'Express Fold' settings, click on the 'OPTIONS' tab at the top of the game application or your tournament table. After clicking on 'OPTIONS', click on the 'EXPRESS FOLD' tab. Here you will be able to select exactly which hands you know you will not be playing under any circumstances. After you select your express fold hands, click OK. Now back at your tournament table, make sure you click on the Express Fold check box. All the hands you pre-selected will now be automatically folded. To undo this feature, simply click the Express Fold checkbox once more.

6. What is Auto-Muck?

   SpadeClub offers its players an Auto-Muck feature. This option allows you to automatically fold your hand 'face-down' after you win a hand, rather than having to be prompted to either 'Show' or 'Muck' after each hand.

7. Why can't I resize my table?

   Currently, SpadeClub tables are not resizeable. We are working hard to provide this feature to you in the future, but it is not currently available. If you're screen looks too small, or you've noticed some seats are cut-off, see the "Why can't I see the whole table?" section.

8. How do I know when it's my turn to act?

   When it’s your turn to act, a spotlight will appear over your screen name and avatar. Additionally, you’ll see several action buttons showing your possible moves, along with a countdown meter that shows you how much longer you have to act. If you do not click an action button during your allotted time, you will be automatically folded and marked as “sitting out”.

9. What do the parenthesis ( ) around someone's screen name mean?

   If you see parenthesis around a player’s screen name, it means that although they registered for the tournament, they are not currently logged in to the system. Most times when you see () around a player's name it is at the beginning of the tournament. Players are allowed a grace period to join a tournament they’ve registered for – if they don’t show up in this time period, they are automatically disqualified. The ( ) help distinguish these non-logged in players.

10. 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
    

11. Who can earn badges?

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

12. When are badges updated?

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

13. 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.

14. Why is it telling me that since i'm "Sitting Out" I will be removed from the tournament in "X" number of hands?

    SpadeClub has a policy of 30 hands per tournamant maximum during which a player can "Sit Out". If a player is "sitting out" for more than 30 hands, they will be removed from the tournament. As the majority of our games are "Freerolls" this policy is in place to prevent people from registering for a tournament, and then either showing up for a few hands then "sitting out" for the remainder of the tournament or not showing up at all. Tournaments with an excessive number of players "sitting out" does not an create an exciting game experience and will not be allowed.

    All SpadeClub tournaments entered should be played in for their entirety.

Play Money, Points and Tokens

1. What are points?

   Points are used by Exclusive members as buy-ins to sit-and-gos and tournaments. They will also be rewarded as prizes for doing well in these events. The more points you earn, the more tournaments you can play in. All Exclusive members start with at least 1,000 points. Therefore, if the points in your account are below 1000 points when you upgrade, you will be credited with the difference. If your account is above 1000 points when you upgrade, you will stay at that amount. This is just a starting point, if at the end of the day your point balance is below 200, it will automatically reload back to 200 only. Basic members may accrue points, but cannot use them as buy-ins to tournaments until they upgrade to an Exclusive Membership.

2. What are Tokens?

   Tokens are "tickets" for entry to high-paying tournaments on SpadeClub. They work just like points – you can earn them in various Qualifiers, and use them as a buy-in to our biggest tournaments.

3. What is Play Money?

   Play Money is “fake” money that players can use to practice at the Play Money tables. This currency has no cash value, and can only be used at Play Money tables. If your Play Money falls below 1,000, it will be automatically increased back to 1,000 each evening.

4. I lost all my play money. Can I request more?

   Play Money is reloaded each night.

5. I just earned points in a sit-and-go or tournament but do not see them in my account. Why not?

   All points will be rewarded upon completion of the sit-and-go or tournament. They should appear in your account within minutes of the sit-and-go or tournament ending.

Events

1. What are Tournaments?

   Tournaments are multi-table poker games. As people “bust out” of the game and the number of people playing diminishes, players are moved to different tables until the last nine people are placed at the “final table.” The individual who wins here is the tournament’s top place finisher. Cash prizes, points, and tokens are all award to top-ranking tournament finishers.

2. What is a Sit & Go?

   A Sit & Go is a small tournament that begins when a certain number of people register. Sit & Go's are perfect for those who want to play in a tournament but might not have the time for a full multi-table tournament. Currently SpadeClub offers 1-Table and 3-Table Sit & Go's. These tournaments register around the clock. Sit & Goes require a points buy-in, and only award varying amounts of points.

3. What is a Qualifier?

   A Qualifier is a tournament where the top number of specified finishers win a token that qualifies them for entry into the big money games. Qualifiers for the $5,000 and $40,000 tournaments on SpadeClub occur daily.

4. What is a Daily?

   A daily tournament is a regularly scheduled poker game that happens at the same time each day.

5. What is a Weekly?

   A weekly tournament is a regularly scheduled poker game that happens at the same time each week.

6. What is a Monthly?

   A monthly tournament is a regularly scheduled poker game that happens at the same time each month.

7. I logged in late for the tournament but see that I am already out of the game. How did this happen?

   Because you can sign-up for some tournaments well in advance, we have implemented a policy to remove players who do not show up within a set timeframe. If a player does not join a normal tournament in the first half hour of play, they will be removed. All points tournaments have an earlier removal period. We do this to eliminate the possibility of an excessive amount of players that are "sitting out" for the entire tournament, ensuring a better experience for all players.

8. How do I register for an upcoming WPT Boot Camp Giveaway?

   How do I qualify to enter the monthly WPT Boot Camp Giveaway Tournament?
   
   
   
   Here’s how to win:
   
   
   
   1. Become an Exclusive member before an upcoming WPT Boot Camp Giveaway and receive automatic entry into the event.
   
   
   
   2. Refer-a-friend who becomes an Exclusive member before an upcoming WPT Boot Camp Giveaway and you both will receive automatic entry into the event.
   
   
   
   3. Have referred 5 friends who signed up prior to the launch of this promotion and receive automatic entry in the first WPT Boot Camp Giveaway event.
   
   
   
   To learn more about the event, you can see the Terms & Conditions here:Terms & Conditions

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. How do I cancel my Exclusive membership?

   You may cancel your Exclusive membership by contacting SpadeClub’s customer support department at 1-877-242-5088. Support hours are Monday through Friday, 9 AM to 5 PM PT.

2. 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.

3. I forgot my password. How do I get it back?

   In order to reset your password, go to the Password Reset page HERE, or while attempting to log-in to the application, click on the link next to "Forgot account info" The system will generate a new password for you, which will then be sent to the email address on file for your account. The next time you log-in, you can change your password in the Account Management section of SpadeClub.com.

4. 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.

5. 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.

6. Why do I keep disconnecting/ freezing?

   If you're experiencing disconnects or connection freezes, there's several possible causes:
   
   1) Multiple windows
   If you've playing in multiple SpadeClub tournaments and your internet connection and/or computer processor is not overly robust, problems can arise. New machines and DSL connections can handle 4+ open windows, but this varies by set-up. Try limiting the number of windows you have open if you're having issues.
   
   2) Other programs are running on your machine
   
   If you tend to run several other applications on your machine while playing SpadeClub (Music players, email clients, etc.), try shutting these down before launching the software. Your computer won't be as taxed, and play should continue without connection issues.
   
   3) Internet connection
   
   Even the best high-speed Internet connections experience hiccups at times, so if you've experienced slowness on SpadeClub and it's an isolated incidence, chances are it will correct itself very quickly. If this is a repeated problem, however, check to see if you have connection issues on other favorite sites; if so, you know you have a global problem. Contact your Internet Service Provider if this persists.
   
   If these tips don't solve your connectivity issues, drop us a note at support@spadeclub.com and we'll do all we can to assist.

7. 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 - 60 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. There is no reason that you should have to way days to receive a response to a general question. Our support staff is committed to providing you with the best customer support possible.

8. Why can't I watch an active tournament table?

   While we encourage players to watch any in-play tournament table, there is a maximum number of people allowed to view each table. If you're having trouble accessing a table, the likely culprit is too many concurrent viewers. Try again after a little time has passed. We are currently increasing the maximum threshold to allow for more table watchers.

Thank you for your support!!

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