Frequently Asked Questions

What is Guild Arcade? New Users

Guild Arcade is a social gaming platform that provides entertainment through virtual games using virtual currency. We are not a real money gambling site - all our games use virtual currency that has no real-world value and cannot be exchanged for money or prizes.

Is this real money gambling? Important

Who can use Guild Arcade?

Our platform is available to Canadian residents who are:

• 18+ years old in Quebec, Alberta, and Manitoba
• 19+ years old in all other provinces and territories
• Able to verify their identity when required
• Not self-excluded from gaming activities

What licenses and regulations apply to Guild Arcade?

We are licensed and regulated by:

• Gaming Policy and Enforcement Branch (British Columbia)
• Alcohol and Gaming Commission of Ontario (AGCO)
• Saskatchewan Liquor and Gaming Authority (SLGA)

We have over 10 years of experience in the industry and maintain strict compliance with all applicable regulations.

How is Guild Arcade different from real casinos?

Key differences include:

• Virtual currency only - no real money involved
• No cash prizes or real-world rewards
• Focus on social interaction and entertainment
• Built-in responsible gaming tools and limits
• No financial risk beyond entertainment spending

How do I create an account?

To create an account:

1. Click "Sign Up" on our homepage
2. Provide accurate personal information
3. Verify your age (18+ or 19+ depending on province)
4. Set up responsible gaming limits
5. Agree to our Terms & Conditions and Privacy Policy
6. Verify your email address

Why do I need to verify my identity?

Identity verification is required to:

• Comply with Canadian gaming regulations
• Verify you meet minimum age requirements
• Prevent fraud and protect your account
• Ensure only one account per person
• Meet anti-money laundering requirements

Can I have multiple accounts?

No. Each person is allowed only one account. Creating multiple accounts violates our Terms of Service and may result in account suspension and forfeiture of virtual currency balances.

How do I close my account?

To close your account:

1. Contact our support team at help@guildarcade.com
2. Request account closure in your message
3. Verify your identity for security
4. Confirm you understand that unused virtual currency will be forfeited
5. Your account will be closed within 48 hours

What happens to my data when I close my account?

When you close your account:

• Most personal data is deleted within 30 days
• Some information is retained for regulatory compliance (up to 7 years)
• You can request data deletion where legally permitted
• Marketing communications are immediately stopped

What is virtual currency?

Virtual currency consists of virtual coins and credits used within our platform for entertainment purposes. Important: Virtual currency has no real-world value and cannot be converted to real money, withdrawn, or exchanged for tangible prizes.

How do I get virtual currency?

You can obtain virtual currency through:

• Starting balance when you create an account
• Daily login bonuses
• Promotional offers and events
• Optional purchases using real money (for entertainment value only)

Can I sell or transfer virtual currency?

No. Virtual currency cannot be:

• Sold or transferred to other users
• Converted to real money
• Withdrawn from the platform
• Exchanged for real-world goods or services
• Used outside of our platform

Are virtual currency purchases refundable?

Virtual currency purchases are generally final. However, refunds may be available in limited circumstances:

• Technical errors that prevented currency delivery
• Unauthorized transactions (report immediately)
• As required by applicable consumer protection laws

Contact support within 48 hours of purchase for any issues.

What happens to unused virtual currency?

Unused virtual currency:

• Remains in your account while it's active
• Expires after 12 months of account inactivity
• Is forfeited upon voluntary account closure
• Cannot be transferred or converted to real value

How can I set spending limits?

You can set spending limits through:

• Account settings - daily, weekly, monthly limits
• Responsible gaming tools in your profile
• Contacting support for additional restrictions
• Self-exclusion options for complete spending blocks

What types of games are available?

Our game collection includes:

• Virtual slot games with various themes
• Social card games (poker, blackjack)
• Virtual table games (roulette, craps)
• Arcade-style games with leaderboards
• Social features for interacting with other players

Are game outcomes fair?

Yes, our games use certified random number generation (RNG) systems to provide fair distribution of predetermined outcomes. However, it's important to understand that:

• All outcomes are predetermined and designed for entertainment
• Game odds do not reflect real gambling probabilities
• Results are optimized for fun, not realistic gambling simulation
• No strategy can guarantee favorable virtual outcomes

Can I play games for free?

Yes! You can enjoy our games using:

• Free virtual currency provided when you register
• Daily login bonuses
• Promotional virtual currency from events
• No requirement to purchase additional virtual currency

Do you offer tournaments or competitions?

We regularly host virtual tournaments and competitions featuring:

• Leaderboard competitions with virtual rewards
• Special themed events and challenges
• Social tournaments for community engagement
• All prizes are virtual currency or platform features only

Can I chat with other players?

Yes, we offer social features including:

• In-game chat with other players
• Friend lists and social connections
• Community forums and discussions
• All communications are moderated for safety

What responsible gaming tools are available?

We provide comprehensive responsible gaming tools:

• Time Limits: Set daily and session time restrictions
• Reality Check: Periodic reminders about session duration
• Take a Break: Temporary account suspension (5 minutes to 24 hours)
• Spending Limits: Control virtual currency purchase amounts
• Self-Assessment: Regular evaluation of gaming habits
• Self-Exclusion: Temporary or permanent account restrictions

How do I set time limits?

To set time limits:

1. Log into your account
2. Go to Account Settings > Responsible Gaming
3. Choose daily and session time limits
4. Set reality check reminder intervals
5. Save your preferences

You can also click the "Set Time Limit" button on our games page for quick access.

What should I do if I think I have a gaming problem?

If you're concerned about your gaming habits:

1. Use our self-exclusion tools immediately
2. Complete our self-assessment questionnaire
3. Contact our responsible gaming support team
4. Reach out to professional help resources
5. Consider temporary or permanent account restrictions

Visit our Responsible Gaming page for detailed resources and support contacts.

Can I self-exclude from the platform?

Yes, we offer several self-exclusion options:

• 24-Hour Cool-Off: Immediate temporary suspension
• Temporary Exclusion: 1-30 days account suspension
• Permanent Exclusion: Permanent account closure

Contact help@guildarcade.com to request self-exclusion.

Where can I get help for gaming addiction?

Help is available from these resources:

• National Problem Gambling Helpline: 1-800-522-4700
• Responsible Gambling Council: responsiblegambling.org
• Crisis Text Line: Text HOME to 741741
• Provincial gambling helplines (available on our Responsible Gaming page)

What devices and browsers are supported?

Our platform supports:

• Browsers: Chrome, Firefox, Safari, Edge (latest versions)
• Devices: Desktop computers, laptops, tablets, smartphones
• Operating Systems: Windows, macOS, iOS, Android
• Requirements: Stable internet connection, JavaScript enabled

Why can't I access my account?

Common reasons for account access issues:

• Incorrect login credentials (try password reset)
• Account temporarily suspended for security
• Active self-exclusion or cooling-off period
• Browser issues (clear cache and cookies)
• Account closed or terminated

Contact support if the issue persists.

Games are running slowly or not loading. What should I do?

To resolve performance issues:

1. Check your internet connection speed
2. Close other browser tabs and applications
3. Clear your browser cache and cookies
4. Update your browser to the latest version
5. Disable browser extensions temporarily
6. Try using a different browser or device

I lost virtual currency due to a technical issue. Can it be restored?

If you believe you lost virtual currency due to a technical error:

1. Note the exact time and details of the issue
2. Take screenshots if possible
3. Contact support immediately with all details
4. Do not attempt to recreate the issue

We investigate all technical issues and restore virtual currency when errors are confirmed.

How do I report a bug or technical problem?

To report technical issues:

• Email help@guildarcade.com with "Technical Issue" in the subject
• Include your device type, browser, and operating system
• Describe the problem in detail with steps to reproduce
• Attach screenshots or error messages if available

What laws and regulations govern Guild Arcade?

We operate under:

• Canadian federal gaming and anti-money laundering laws
• Provincial gaming regulations in BC, ON, SK, and other provinces
• Personal Information Protection and Electronic Documents Act (PIPEDA)
• Provincial privacy legislation
• Consumer protection laws

How is my personal information protected?

We protect your information through:

• Industry-standard encryption (TLS 1.3 for transmission, AES-256 for storage)
• Strict access controls and authentication
• Regular security audits and updates
• PIPEDA-compliant privacy practices
• Secure third-party service providers

See our Privacy Policy for complete details.

Can I request my personal data?

Yes, under PIPEDA you have the right to:

• Access all personal information we hold about you
• Request correction of inaccurate data
• Request deletion of personal information (subject to legal requirements)
• Receive your data in a portable format
• Object to certain types of data processing

Contact help@guildarcade.com to exercise these rights.

What happens if there's a dispute?

Our dispute resolution process includes:

1. Contact our support team with your concern
2. Internal investigation and response (within 5-10 business days)
3. Escalation to management if needed
4. External mediation options if internal resolution fails
5. Complaints to provincial gaming regulators

Are there any geographical restrictions?

Our services are available to:

• Canadian residents who meet age requirements
• Users physically located in Canada when accessing the platform

We use IP geolocation to verify Canadian location and may require additional verification.

How do I file a complaint with regulators?

You can file complaints with:

• BC: Gaming Policy and Enforcement Branch
• ON: Alcohol and Gaming Commission of Ontario (AGCO)
• SK: Saskatchewan Liquor and Gaming Authority (SLGA)
• Privacy: Privacy Commissioner of Canada (PIPEDA violations)

Contact information available on our Compliance page.