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FAQ



Shutdown FAQ Account Balances Memberships Tokens and Events
General FAQs
Game Types and Rules
Prizes
Download, Installation, and related issues
Contact Us
Cash Out

Shutdown General

Why is Fleet Street Games closing down?
When we launched Fleet Street Games, we fully expected that we could weather a reasonable amount of time until we had the volume of players we needed to make the company viable. But as a result of the chaotic economy, things changed, and we had to make a very tough decision.

Account Balances

I have money in my account on FSG. What happens to it?
Your money is still there. You can cash out by clicking on the Cashier in your FSG program, or by clicking here and logging in. Follow the instructions and your cashout will be processed. Please note that cashouts are going to take longer than normal because the volume of cashouts is very high right now.

Do I still need to submit documentation to cash out?
Yes, the cashout documentation rules apply as before.

Are you still charging a $15 fee for cashouts under $50?
No, we are waiving the $15 fee; however, the minimum cashout is $15. If you have less than $15 in your account, you will receive a membership in PokerSchoolOnline.

Is there a deadline for cashouts?
Yes. All cashout requests must be received no later than November 30. Any funds remaining in player accounts after that date will be applied to PokerSchoolOnline memberships.

How long should I expect my cashout to take?
Because of the high volume of cashout requests, it will take between two and four weeks to process your cashout request.

What happens to the documents that I’ve submitted for cashout?
All documents supplied to us are stored on our secured servers. This information will be used to send 1099 forms to both the IRS and to you. This will occur in January of 2009. Once we have processed your 1099 form, we will then delete the files from our system.

Memberships

I have paid for a weekly/monthly/quarterly/annual membership with a credit card. Will you credit my credit card or do I have to request a cashout?
As long as your credit card is still valid, we will issue a credit to your card. Note that this credit will be effective November 1 (that is, your membership will remain valid until that date) and the credits will be done between November 1 and November 15. All memberships will be prorated based on the number of days of membership remaining.

I purchased a monthly/quarterly/annual membership to FSG. Why didn’t you just convert it into a PokerSchoolOnline membership?
We believe that our players should have the option to do what they think best with their memberships. You will be receiving a very attractive offer to subscribe to PokerSchoolOnline that we hope you will accept, but you are under no obligation to do so.

What happens to the credit card information I have filed with FSG?
This information is stored on our secure server along with all PokerSchoolOnline members’ information. We will, at your request, purge this information from our system.

Tokens and Events

What about the $50,000 tournament this Sunday?
The $50,000 monthly event will go off as scheduled at 4.00p Eastern Time this Sunday.

I have tokens in my account. What happens to them?
Tokens for this week’s $50,000 tournament can and should be used. We are making a special provision for players with 4 or more weekly tokens – any player with 4 weekly tokens may use them to enter this Sunday’s $50,000 event. Any remaining tokens have no cash value and cannot be redeemed; however, we are looking into some options for allowing you to exchange tokens for memberships in PokerSchoolOnline.

General FAQ's

How much does Fleet Street Games cost?
Membership in Fleet Street Elite, our paid member service, has a basic rate of $19.99 per month. We also offer weekly, quarterly and annual memberships. Your paid membership allows you to enter any of the thousands of tournaments we offer each month at absolutely no additional cost. You also get access to the huge array of expert advice, articles, videos and more at our partner site, PokerSchoolOnline.

Which plans can I choose from?
There are four different plans for Fleet Street Elite:
Weekly: $9.99
Monthly: $19.99
Quarterly: $49.99
Annually: $174.99

What is Fleet Street Elite?
Fleet Street Elite is an easy, fun way to play poker online. Members pay $19.99 per month (less if you subscribe for a longer period) and get a huge array of member benefits, including:

  • Entry into tournaments with over $150,000 in monthly prizes
  • Access to the world's largest collection of poker educational materials at PokerSchoolOnline
  • Live Chat customer service
  • Fleet Street Elite newsletters
  • Advertising-free site

Do I have other options for playing on your site?
Yes. We have free play games available to all players, which are for play money only and award no prizes. These games are legal in all jurisdictions. We also provide an alternative means of entry into our paid service - you can click this link https://www.fleetstreetgames.com/cashier/postcard.php and follow the instructions for a free paid week to FSG.

Upon receipt of this postcard and acknowledgment of the email we send you once we receive it, we will give you a full membership in Fleet Street Elite for one week. You may send as many postcards as you like, but no more often than once every 3 days. You may not accrue more than 28 days of free membership at any one time. You will not receive access to PokerSchoolOnline with your one week free membership.

Who is eligible to play?
Fleet Street Games currently accepts customers from all legal jurisdictions (please click here for the current list). Fleet Street Games is open only to individuals who are eighteen (18) years or older, or who are the minimum legal age based on the laws of the individual's jurisdiction. This offer is void where prohibited by law. Please see our Terms and Conditions for more details. It is up to you to determine the legality of Fleet Street Games in your jurisdiction prior to downloading the software or playing on the site.

How do I unsubscribe from your mailing list?
Simply email support@fleetstreetgames.com with the subject line stating 'unsubscribe'. You will be removed from our mailing list within 7 business days.

Someone claiming to be from Fleet Street Games just asked me for my password. What should I do?

NO ONE FROM FLEET STREET GAMES WILL EVER ASK YOU FOR YOUR PASSWORD. This is a very common method of perpetrating account fraud. We will never ask you for your password except when you log in. If anyone asks for your password, please email us at support@fleetstreetgames.com with as much detail as you can provide. Note that any email from us that contains links should link only to http://www.fleetstreetgames.com or https://www.fleetstreetgames.com. Be sure to look at the URL in the address bar of your browser after clicking on any links in emails purportedly from us.

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Game Types and Rules

What kinds of tournaments are there for me to play in?
Fleet Street Games has both multi-table scheduled tournaments and Sit & Go tournaments (which start when a fixed number of players are registered). Some tournaments award cash or prizes, and some are play-money only and award no prizes. We offer a variety of tournaments that offer cash and other prizes to eligible players. Click here to see the current tournament schedule and a listing of prizes.

What is a Sit & Go tournament?
A Sit & Go (SNG) tournament is a tournament that starts when a predetermined number of people sign up. Typically a SNG is one table, although it can be as many as the tournament director decides.

What is a Multi-Table tournament?
A Multi-table tournament (MTT) is exactly what it sounds like – a tournament with more than one table. MTTs are usually scheduled events (that is, they start at a specific time), but they can also be Sit & Go tournaments.

What do the different stake levels mean in the tournaments and poker rooms?
In tournaments, the blinds or antes go up as the tournament progresses. The current level is shown in the title bar of the tournament window in which you are playing. In regular free-play rooms, the blinds or antes are fixed throughout the game, and are shown in the title bar of the game window.

What do NL, PL, and Fixed mean?
NL means No Limit. This table has no limit on the betting. In NL poker, a player can go 'all-in' (bet all their chips) at any time. No Limit is what is generally played on TV poker shows. PL means Pot Limit. The most a player can bet or raise in PL is the amount in the pot. Fixed means the betting is fixed according to a certain betting schedule - for example, in 10-20 Fixed Limit, the first two betting rounds are exactly $10 (with $10 raises possible), and the second two betting rounds are exactly $20.

Can I play at more than one table at once?
Yes. You can play as many as 12 tables at once; however, as a courtesy to other players we request that you limit your play to the number of tables you can manage without delaying the game at any one table.

What are Play Money chips and what are they used for?
Play Money chips are used for entry fees into some tournaments, and as the prize in some tournaments. In addition, Play Money chips are also used as the currency for betting in the Poker Rooms. Play Money chips have no cash value.

What if I run out of Play Money Chips? How do I get Play Money chips?
New accounts will automatically start out with $1,000 in Play Money chips. Play Money chips have no cash value.

If your Play Money account balance drops below $1,000, you are eligible to top up to $1,000 by clicking on the "Cashier" button (which will take you to the web site cashier), then clicking the 'refill bankroll'. These additional chips are not awarded automatically, and you can only obtain one top up every 24 hours. (So, for example, if your balance dropped to 850 and at 9:53 p.m. you did a top up, giving you a new balance of 1,000, you could not do another top up until 9:53 p.m. the next day).

Alternatively, you can also play in freeroll tournaments (tournaments with no entry fee) that award Play Money chips as the prize.

What are Tournament Dollars (T$s) and how do I get them?
T$s are used to enter most tournaments. When you sign up and activate your account, you receive T$1,000 (1,000 T dollars), which you can use to play in the hundreds of events that take place each day.

If your T$ account balance drops below T$1,000, you are eligible to top up to T$1,000 by clicking on the "Cashier" button (which will take you to the web site cashier), then clicking the 'refill bankroll'. These additional chips are not awarded automatically, and you can only obtain one top up every 24 hours. (So, for example, if your balance dropped to T$850 and at 9:53 p.m. you did a top up, giving you a new balance of T$1,000, you could not do another top up until 9:53 p.m. the next day).

There are also certain tournaments that award T$s as prizes. See the tournament schedule for details.

Can I transfer my T$s to another player/account or cash them out?
No, T$s are non-transferable and have no cash value. If you choose to leave Fleet Street Games, your remaining T$ balance is forfeited.

I am in a tournament but my hands are getting folded - what should I do?
If you can see your table but your hands are being folded, you are probably in "post and fold" mode. This is a setting that automatically folds your hands because our system thinks you are away from your computer. Click the "I'm back" button to return to the game. If this doesn't work, quit the Fleet Street Games software and restart it - you will automatically be returned to your game.

I am registered in a tournament that has started, but I can't find my seat - what should I do?
Go to the tournament lobby, double click the tournament you were in, and click the "Take My Seat" button. This will bring you back to your table. Then, deselect the auto fold button if it has been selected.

What are the chat rules of conduct?
We want Fleet Street to be a fun and entertaining site for all of our players. Profanity, harassment, abuse or any other chat that players might find offensive will not be tolerated. In addition, players are not allowed to discuss the content of their hands, speculate on what other players might have or suggest what other players should do while a hand is being played. If you see a player violating these rules of conduct, please email support@fleetstreetgames.com and we will take immediate action.

How do I register for a tournament?
Click on the tournament and then click the "Join Event" button, or double-click on the tournament and click the Register button in the window that pops up.

Why can't I register for a tournament?
To register for a regular tournament, you must have enough tournament dollars (T$s) for that specific tournament. Some tournaments have other conditions, which are described in the tournament lobby for each event.

Can I let someone else play on my account?
No. Your account is personal to you, and may be used ONLY by you. If we discover that someone else is using your account, we reserve the right to cancel your account, and impound and redistribute any money you have won.

Can I have more than one account?
No. Each player is permitted one account only. If you violate this rule we reserve the right to cancel all of your accounts, and impound and redistribute any money you have won.

What happens if the game server crashes during a tournament?
The Fleet Street Games servers are very resilient, with multiple redundant backups, so normally a game server crash will be resolved automatically within minutes. If you aren't returned to your tournament within a few minutes, check to make sure your Internet connection is good (launch a browser and navigate to a site - and make sure it is a site you haven't visited recently, as your browser may have saved this data). If your connection is good, email support@fleetstreetgames.com or go to Live Help by clicking here.

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Prizes

What can I win?
Fleet Street Games gives away over $200,000 in cash and prizes every month! Click here to see the current tournament schedule and a listing of prizes.

I won! -- How do I claim my cash prize?
When you win a cash prize, we'll send you an email with instructions on how to claim your prize. You can also click on the Cashier button in the Main Lobby and then click "Cash out."

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Download, Installation and related issues

How do I get the Fleet Street Games software?
It's easy! Just click on the "Download" link above, or click here and then follow the onscreen instructions.

I'm getting an error during download or install.
If you're getting an error during download, try downloading again. If you continue to have problems with downloading, or get an error on installation, go to Live Help by clicking here.
You can also email support.

What are the minimum system/computer requirements to run the Fleet Street Games software?
Click here to go to the download page. This page will detect your operating system and display the correct system requirements.

What is a screen name?
Your screen name is your unique identity in the Fleet Street Games Poker Room. It identifies you to us and to other players. It is the only identifying piece of information (of yours) that other players will see.

How do I get a screen name?
When you register for Fleet Street Games, you will be asked to choose a screen name when you first register.

Can I change my screen name?
No, so choose carefully. Once you have chosen a screen name, it can't be changed. If you choose a name that we find objectionable you will be asked to choose a new name.

I forgot my password.
No problem. There are two ways you can retrieve your password:

  • Launch the Fleet Street Games software, and click "Forgot Password" on the login screen.
  • Email support@fleetstreetgames.com from the email account you used when you registered on Fleet Street Games. For security reasons, we cannot reset your password if the request comes from any other email account.

Is Fleet Street Games available for the Mac or Linux?
Yes! Your browser should automatically detect the operating system you are using and offer the proper download.

Can I play on Fleet Street Games from my office?
Your company may have a firewall or other software in place that could restrict you from connecting from work.

When I try to log in, I get an error message (like "Connection refused").
Your Internet security settings or your firewall may cause problems when you are trying to connect to the Fleet Street Games game servers. If you know how, check your security settings to ensure that the Fleet Street Games software (fleetstreetgames.exe) is allowed to connect to the Internet. If you aren't sure how to do this, send us a detailed description of the problem you are having and we'll help you fix it.

The Fleet Street Games poker software on my computer crashed. What do I do?

Try the following:

  • Relaunch the software.
  • If that doesn't help, reboot and try again.
  • If that doesn't work either, uninstall the Fleet Street Games software and reinstall it.
If none of these solutions fixes the problem, email support@fleetstreetgames.com and we'll help you fix it.

How do I get rid of the tournament notifications I'm seeing in the chat?
In the Lobby, click on Options and then select "Block Broadcast Table Messages."

My address changed. What do I do?
As long as your new address is in a state or country in which it is legal for you to play, all you need to do is change your contact information. In the main lobby, click "Requests" and then "Update Account Info" to make the necessary changes. IMPORTANT NOTE: If you make this change but have not yet notified your credit card company of your address change, your next month's membership will be declined. Do not make this change until you have notified your credit card company.

How do you shuffle the deck?
Fleet Street Games uses an incremental Knuth shuffle. Our Random Number Generator (the Mersenne Twister) gives us a random number between 0 and 2^32 - 1 (a bit over 4 billion). We use a random range function which is free of bias, and uses a simple and reliable algorithm. For example, if we need a random number in the range 0-25, the seed is now between 1 and 2^19,968 (2 to the 19,968th power). We take 5 random bits and convert them to a random number between 0 and 31. This is valid because the Mersenne Twister PRNG is statistically random in all the bits of its output. If this number is greater than 25 we just discard all 5 bits and repeat the process.

Because Fleet Street Games uses the Mersenne Twister PRNG and the incremental Knuth shuffle (with a range function that is free of bias) you are guaranteed that you will receive a 'true' shuffle for any given hand.

How do I cancel my membership?
Just send an email to support@fleetstreetgames.com and we'll take care of it for you.

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Contact Us

Who do I contact for help with the Fleet Street Games poker software?
Please email any questions or comments to Customer Service at support@fleetstreetgames.com.

Customer Service hasn't responded. What should I do?
Customer Service replies to all email they receive, and we strive to get a reply to you immediately. If you haven't gotten a response, check your spam folder before emailing support again, as it's possible that we replied and the reply was caught by your filter. If the response isn't there, email support again with the words "second request" in the topic.

I never get emails from you even though I opted in to receive them. What's going on?
Most likely our emails are getting stuck in your spam filter. If you have a spam filter in place and know how to check it, that's the best place to start.

Click here to read about how to set up a filter so your email system accepts emails from us.

If this isn't the problem, email Customer Service at support@fleetstreetgames.com, or talk to us on Live Chat by clicking here and we'll try to help you fix it.

I have a suggestion/complaint/praise. Who do I talk to?
We always want to hear from you! Here are a few email addresses you will find useful:
Suggestions: suggestions@fleetstreetgames.com
Complaints: complaints@fleetstreetgames.com
Praise/comments for management: president@fleetstreetgames.com

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Cash Out

How often can I cash out?
We allow players to cash out once per week, every week.

Why do I need to give you documentation? I don't do this on any other poker site.
Fleet Street Games is a US-based company that operates in full compliance with all federal, state and local laws. This includes reporting any amount you win over $600 (see IRS regulations here: www.irs.gov/newsroom/article/0,,id=161511,00.html). In order to do so, we are required by the IRS to have a W-9 (US) or W-8BEN (non-US) on file.

What if I don't provide the information you ask for?
We can't process any cashout, including use of Fleet Street Games winnings to pay for membership, until we have the required documentation on file.

What do you do with this information, and how secure is it?
Unless the IRS explicitly requests it or audits us, the W-9 and W-8BEN documents filed with us remain in our possession. These and any other documents, information or emails you send us are subject to the Fleet Street Games Privacy Policy, and are not published, disclosed or shared with anyone except as required by law or as provided for in the Privacy Policy.

Any paper document you send us is scanned, and the original is destroyed utilizing a cross-cut shredder within 7 days of receipt. Scanned documents and emails are stored on our secure servers, which utilize the same state-of-the-art encryption that we use to keep our games secure.

What documents do you need?
  • If you are a US citizen, we need:
    • A completed IRS Form W-9. Note that this form can be filled out on your computer, and in most cases doesn't require a signature (see instructions). The form can be found by clicking: http://www.irs.gov/pub/irs-pdf/fw9.pdf
    • Proof of residence and age verification. If your valid driver's license has your correct address (matching the one we have on file for you), that's all we need. If the address isn't correct, we need BOTH of the following:
      • Scanned copy of your valid driver's license OR passport, AND
      • Scanned copy of a recent bill (utility, mortgage or credit card) that shows the address we have on file for you.
  • If you are not a US citizen, we need:
    • A completed IRS Form W-8BEN (click here for instructions for this form). The form can be found by clicking: http://www.irs.gov/pub/irs-pdf/fw8ben.pdf
    • Proof of residence and age verification. If your valid driver's license has your correct address (matching the one we have on file for you), that's all we need. If the address isn't correct, we need BOTH of the following:
      • Scanned copy of your valid driver's license OR passport, AND
      • Scanned copy of a recent bill (utility, mortgage or credit card) that shows the address we have on file for you.

How long does it take for my documents to get approved?
It could take upwards of 48 hours for your documents to be reviewed as we have received an overwhelming number of documents.

Where do I send my documents?

When submitting documents please be sure to include your full name and your User Name. Without this information your processing will be delayed.
  • email: documents@fleetstreetgames.com

  • Fax: 702.993.6833
    (When submitting documents via fax, please be sure that your driver's license is enlarged and not too dark. Documents must be completely legible for approval and faxed documents tend to come through darker than the original. We suggest enlarging your license by at least 100% and lightening the tones a bit)

  • Mail:
    Fleet Street Games
    9360 West Flamingo Road
    Suite 110-405
    Las Vegas, NV 89147-6446

What if my information doesn't match what you have on file?
The name and address that you provide on these documents must match what we have on file. If your mailing address is not current, you can change it by clicking on "Requests" and then "Update account information" in the Fleet Street Games client program.

IMPORTANT NOTE: You CANNOT change your name as registered with us. If the name on your documents doesn't match what you filed with us when you created your account, we need a letter or email from you explaining the discrepancy. If you had a legal name change, you will need to email a copy of your marriage certificate or court document to documents@fleetstreetgames.com.

Do you withhold any amounts from my winnings?
Generally the answer is 'no,' but there are some exceptions:

  • If you win more than $5,000, the IRS may require us to do backup withholding of 28%. If this happens, we will pay these amounts to the IRS on your behalf, and you will receive a backup withholding statement from us at the end of the year showing any amounts withheld.
  • If you are not a US citizen, and your country does not have a tax treaty with the US, we may be required to do backup withholding of 30%.

In either of these cases, you should consult a tax professional for further advice.

Why do I need to give you this information now when I haven't yet won over $600?
The reason we require a W-9 as soon as you cash out any amount is that we need to be sure we can obtain this information if and when we do need it for reporting. If you were to cash out $500 without filing a W-9, and then won another $100 and didn't provide the W-9 upon our request, we would be liable for the taxes on your entire $600 win, plus penalties.

When I win money in a slot machine in Las Vegas, they don't report it to the IRS unless it's over $1,200. Why do you report winnings over $600?
The short answer is that the rules for slot machines are different because they are considered games of chance. Your winnings on slot machines (also keno and video poker) are reported on IRS Form W-2G (Certain Gambling Winnings). Because playing on Fleet Street Games is considered a contest rather than gambling, your winnings are reported as contest winnings and are subject to the $600 limitation (see IRS regulations here: www.irs.gov/newsroom/article/0,,id=161511,00.html).

Can I use my winnings on Fleet Street Games to pay for membership either in FSG or PokerSchoolOnline?
Yes. After your documentation is received (see What documents do you need?), all you need to do is click on the cashier button, then click 'extend' under the "Your Membership" section. Once you've selected the length of time you would like to purchase, simply click the FSG $ under the "Pick a Payment Option"

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DISCLAIMER: None of the information published on this page, or anywhere else on the Fleet Street Games web site or game client, is or should be construed to be, tax or legal advice. In addition, laws change, and while we will do our best to keep this page updated with the latest information, FLEET STREET GAMES EXPLICITLY DISCLAIMS ANY LIABILITY FOR THE CORRECTNESS OF THE INFORMATION CONTAINED HEREIN.
















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