Frequently Asked Questions
General Information
GarnetGalleria is a social casino platform operating in Canada that offers entertainment-based gaming experiences using virtual currency only. We are not a real money gambling site – all games use virtual coins with no real-world monetary value.
No, absolutely not. We are a social casino using virtual currency only – no real money gambling. All games are for entertainment purposes, and virtual coins cannot be exchanged for real money or prizes with monetary value. For more information about responsible gaming, please visit our Responsible Gaming page.
Players must be 18 years or older and located in a jurisdiction where social casino games are legal. We have strict age verification procedures in place to ensure compliance with Canadian regulations.
We focus exclusively on entertainment with virtual currency, maintain strict regulatory compliance with Canadian authorities, offer excellent customer support, and prioritize responsible gaming practices above all else.
Account & Registration
Click the ‘Sign Up’ button, provide a valid email address, create a secure password, confirm you’re 18 or older, and agree to our Terms & Conditions. Account creation is free and takes less than 5 minutes.
We require a valid email address, secure password, and age verification. We may also collect additional information as outlined in our Privacy Policy to ensure account security and regulatory compliance.
We use industry-standard verification procedures including email verification and may request additional documentation to comply with Canadian regulatory requirements and ensure account security.
No, each person is allowed only one account. Multiple accounts may result in account suspension to maintain fair play and comply with our Terms of Service.
Virtual Currency & Coins
Virtual coins are the currency used in our social casino games. They have no real-world monetary value and cannot be exchanged for money or real-world prizes. They are purely for entertainment and game progression.
You can receive virtual coins through daily login bonuses, completing achievements, participating in promotions, and various in-game activities. We regularly offer free coin opportunities to all players.
Virtual coins do not expire as long as your account remains active. Inactive accounts (no login for 12+ months) may have their coin balance reset as part of our account maintenance procedures.
Currently, direct coin transfers between players are not available. However, we offer social features and community events where players can participate together.
Games & Gameplay
We offer over 300 games including slot games, card games (blackjack, poker variations), roulette, and specialty games like bingo and scratch cards. All games use virtual currency only.
Yes, all our games use certified random number generators (RNG) and undergo regular testing to ensure fairness. We maintain transparency in our gaming algorithms and payout structures.
Yes, our platform is fully responsive and works on all modern devices including smartphones, tablets, and desktop computers. No download required – play directly in your web browser.
Yes, we regularly add new games and features to keep the experience fresh and exciting for our players. Follow our updates for announcements about new game releases.
Responsible Gaming
We provide time limits, session reminders, self-assessment tools, and links to responsible gaming resources. For detailed information, please visit our Responsible Gaming page where you can access all available tools.
Time limit controls are available in your account settings. You can set daily, weekly, and monthly time limits. The system will notify you when approaching these limits and automatically log you out when exceeded.
We provide resources and links to professional organizations including the Responsible Gambling Council (Canada), Problem Gambling Institute of Ontario, Canadian Centre on Substance Use and Addiction, and Gambling Therapy. These resources offer confidential support and counseling.
Yes, self-exclusion options are available. Contact our customer support at help@garnetgalleria.com for assistance with self-exclusion procedures. This is a serious commitment we fully support.
Security & Privacy
We use 256-bit SSL encryption, secure data storage, regular security audits, and strict privacy policies compliant with Canadian Personal Information Protection and Electronic Documents Act (PIPEDA). Your data security is our priority.
We only share information as outlined in our Privacy Policy – typically limited to regulatory compliance, payment processing, and essential service providers. We never sell personal information to marketers or advertisers.
Data retention periods vary by type of information and are detailed in our Privacy Policy. We follow Canadian regulatory requirements and delete data when no longer needed for legitimate business purposes.
Yes, you can request account deletion by contacting customer support. We will delete your personal data in accordance with applicable laws, though some information may be retained for regulatory compliance purposes.
Licensing & Regulation
Yes, we operate under the oversight of Canadian regulatory authorities including the Canada Revenue Agency (CRA), Alcohol and Gaming Commission of Ontario (AGCO), and adhere to British Columbia Lottery Corporation (BCLC) standards.
Our licensing information is available in our footer with direct links to the relevant regulatory bodies. You can verify our status directly with these authorities using the provided links.
We comply with all applicable Canadian federal and provincial laws regarding social casino operations, privacy protection (PIPEDA), consumer protection, and responsible gaming standards.
Our operations are subject to oversight by multiple Canadian regulatory bodies, and we undergo regular compliance audits to ensure adherence to all applicable laws and regulations.
Customer Support
Our customer support team is available 24/7 via email at help@garnetgalleria.com. We typically respond to inquiries within 24 hours and strive to resolve all issues quickly and professionally.
Please include your account email, a detailed description of the issue, any error messages received, and relevant screenshots if applicable. This helps us resolve your inquiry more efficiently.
We aim to respond to all support requests within 24 hours. Complex technical issues may require additional time, but we will keep you informed of progress throughout the resolution process.
If you’re not satisfied with the initial response, you can request escalation to our senior support team. We take all customer concerns seriously and work diligently to ensure satisfactory resolutions.
Still Have Questions?
Our customer support team is available 24/7 to help you with any questions or concerns about our platform, games, or policies.