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1. ACCOUNT STATMENT |
Q: Where is my Account Statement and how do I read it?
A: To view your recent transactions, click "My Account" and then "Account Statement".
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Q: Why does it take so long for my customized account statement to be displayed?
A: The longer the time period requested, the longer it takes to assemble the information. If your account statement search is taking too long, or failing to load, try reducing the time period.
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2. DEPOSITS |
Q: How do I deposit money on my MahjongTime account?
A: To deposit money, click on “My Account” and then “Deposit”.
If you join a tournament and don't have enough funds on your account to pay the entry fee, you will automatically be taken to the deposit screen. Deposits can be made using either a credit card or your PayPal account. Winnings are deposited directly on your account.
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Q: If I deposit cash on my account via my credit card or PayPal, when will my account be credited for the money I've deposited?
A: Your account will be credited in 2-3 days.
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Q: Why was my credit card denied?
A: Please check the following items:
1. Make sure your name, address, state, province or country, zip and phone number for your credit card entry is the same as the billing address for that credit card. Some banks do not perform address verification, but MahjongTime requires it.
2. Make sure your card has not been reported stolen.
3. Make sure you have not reached your card limit. (Please check it with your bank.)
4. Make sure your credit card bank has your new address if you have moved recently.
5. Make sure you are not from a United States’ restricted state.
6. Are there sufficient funds on your account? If there are, play with those funds before making another deposit.
If none of these appears to be the problem, please send a copy of the error message via our contact us form.
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Q: Can I use someone else's credit card on my MahjongTime account?
A: The owner of the credit card must be the account's player of record. In order to play the MahjongTime's tournaments, you will need a credit card on your name, or you must use another form of payment. Players with duplicate accounts may find their duplicate account closed without notice and all winnings voided. Players creating duplicate accounts after being warned will be permanently banned from MahjongTime.
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Q: When I use my credit card to put money on my account, how long does it take?
A: Once you enter your credit card and fill in all the information, your account will be credited within a few seconds and you can begin playing.
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Q: Is your site secure? Is my credit card safe?
A: Yes. MahjongTime uses Secure Socket Layer (SSL) encryption connections for all passwords and financial information.
On some browsers, you may not see the security lock icon, which is typically displayed in the status bar at the bottom border of your browser. To help you know which pages on our site use SSL encryption, MahjongTime places our Security Lock icon directly on that page. If you wish to double check, you can also right-click your mouse on a blank area of any page, then select "Properties". A pop-up window will state that the protocol type is "Hyper-Text Transfer Protocol with Privacy", and will show the level of encryption used.
Our main game page has a convenient sign-in area. Since this page has no sensitive data on it, it is not SSL encrypted; however, the player name and the password that you enter on this page is always sent to the MahjongTime server using SSL encryption. There is a Security Lock icon by the sign-in button to indicate this.
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Q: How do I find the verification number on my Credit Card?
A: In an ongoing effort to ensure the safety of your personal credit information, MahjongTime requires that you provide us either a 3-digit (Visa) or 4-digit (American Express) credit card ID code listed on the credit card you use for your Player Account. For Visa, this 3-digit number is located on the back of your card, just to the right of where your signature goes. For American Express, this 4-digit number is located on the front of your card, on the right, just above your credit card number. Example.
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Q: What is MahjongTime's "Transaction Guarantee"?
A: MahjongTime guarantees that every transaction you make at MahjongTime will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of participating in cash competitions on MahjongTime.
Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, MahjongTime will cover the entire liability for you, up to the full $50.00. MahjongTime will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from participating in Money tournaments on MahjongTime while using the secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.
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Q: How can MahjongTime take payments from non- US citizens?
A: PayPal supports money transfers from many countries of the world. More details on PayPal’s international services can be seen at https://www.paypal.com/cgi-bin/webscr?cmd =_display-approved-signup-countries-outside
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3. TAX OBLIGATIONS |
Q: Why is money withheld from me?
A: The U.S. Internal Revenue Service requires MahjongTime to withhold a portion of the winnings paid to certain players. You are subjected to withholding if you fall into one of the two following categories:
1. International players - All players who are not citizens of the United States are subjected to a mandatory withholding of 30% on their net winnings (their competition winnings minus entry fees for those competitions which resulted in winnings). Unfortunately, there is no way around this. If you fall into this category, we recommend that you submit a Form W-8BEN.
If you have a U.S. Individual Tax Identification Number (ITIN), fill out the W-8BEN form. If you do not have an ITIN, you will need to obtain one before you can fill out the W-8BEN. You can obtain ITIN by going to the to the U.S. Internal Revenue Service website.
2. U.S. players who have won over $600 and have not submitted a W-9 form. If you are a U.S. citizen and have won over $600, you are required to submit a W-9 Form for tax reporting purposes. If you choose not to submit this form, MahjongTime is required to withhold 28% of your winnings (your competition winnings minus entry fees for those competitions which resulted in winnings). You can go back and submit the form any time and prevent further tax withholding.
All tax withholdings will be remitted to the U.S. Internal Revenue Service in compliance with the IRS rules and regulations. Such tax withholdings, once withheld, will not be refundable to you by MahjongTime for any reason.
If you have submitted a tax form (either a W-9 or a W-8BEN, depending on your status) you will receive a report of your income and withholdings at the end of each year.
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Q: Why am I being asked to submit a tax form?
A: Beginning from 2005, MahjongTime is required to determine your residency and citizenship in order to comply with the U.S. Internal Revenue Service (IRS) regulations. All foreign citizens are subjected to a U.S. tax withholding of 30% on net winnings (your competition winnings, less entry fees for those competitions which resulted in winnings to you). In order to ensure that your withholding is reported correctly, we recommend that you submit a W-8BEN form.
If you have a U.S. Individual Tax Identification Number (ITIN), click on "I have a Tax ID" and fill out the W-8BEN form. If you do not have an ITIN, you will need to obtain one before you can fill out the W-8BEN. You can obtain an ITIN by going to the U.S. Internal Revenue Service website.
If you are a U.S. citizen:
MahjongTime is required by the U.S. Internal Revenue Service (IRS) to report when a U.S. player's net winnings (your competition winnings, less entry fees for those competitions which resulted in winnings to you) reach $600 in a calendar year. Upon reaching that threshold, you will be asked to submit a W-9 form. If you choose not to submit a W-9, we are required to withhold 28% of your winnings and send them to the IRS.
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4. WITHDRAWALS |
Q: How do I withdraw money from my Player Account?
A: Click the "My Account" link and then “Deposit”. You can withdraw a portion of your MahjongTime.com account, or all of it. You will also be asked to enter your password. The money will be credited to you in the following order: first, by refunding your credit card(s) in the amount of the previous charges made on those credit cards; second, any remaining balance will be sent to you by check.
For example, if you've charged $20 to your credit card to set up your account, and later put in another deposit of $15, you've charged a total of $35 to your credit card. If you win a tournament and want to cash out $45, we'll refund $35 to your card and send you a check for $10.
If you have deposited using PayPal, then you will receive the withdrawal payments via PayPal instead of by check. Normally your withdrawal will be credited to your PayPal account within four business days, some withdrawals may take longer. If you do not receive your withdrawal within one business week please contact us to inquire as to the status of your withdrawal.
If you have made some of your deposits via credit card and some via PayPal, your withdrawal will first be credited to your credit card, up to the amount of your cumulative credit card deposits. Any additional amount will be credited on your PayPal account. If you have a PayPal account, you will never receive any part of your withdrawal by check.
Note: You cannot withdraw Game Credits. Game Credits are funds given to Members or promotional purposes.
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Q: Can the money I have withdrawn be transferred directly to my credit card?
A: Yes, The withdrawal can be either transferred to your Credit Card, Paypal account or you can get it by check.
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Q: Can I withdraw Game Credits or Guest Money?
A: You cannot withdraw Game Credits. Game Credits are funds given to Members or promotional purposes.
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Q: How long does it take before I get my check?
A: Winner checks are processed twice per month & mailed within four weeks. Delivery to your area may be affected by your local postal service. Players who have made deposits using PayPal will always receive their withdrawal payments through PayPal instead of receiving checks.
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Q: I have withdrawn money, how come up that I have not received it yet?
A: The processing time of the withdrawals is 2-3 days (48-72 hours) for standard PayPal fee applies, and 2-4 weeks for the Check.
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Q: I've won and I can't send the winnings to another address. Please explain.
A: For your protection, your winnings go to the credit card address registered with the bank. This way the winnings go to you, the credit card holder. If you move and change your credit card mailing address, be sure to change your registered address on your MahjongTime account by modifying the credit card information.
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Q: Do I get interest on my MahjongTime money?
A: MahjongTime does not provide any interest on the money on your MahjongTime account.
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Q: What currency will my winner check be issued in?
A: Winner checks are issued in U.S. dollars. The recipient of the check will be responsible for any currency exchange and related charges. Withdrawals are first credited back to your credit card, for up to the amount(s) you have deposited. A check will be issued when the withdrawal amount exceeds your deposit amount(s). Players with a confirmed PayPal account will receive this excess amount via their PayPal account, rather than by check.
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5. MEMBERSHIP |
Q: How do I become a member?
A: It’s simple. Click here to sign-up (it’s FREE) and you are all set! You can play the games all you want. When you are ready to play a tournament, make a deposit on your account using PayPal or a credit card. When you win, the cash & prizes go on your account. The entry fee is automatically deducted from your account when you enter the tournament. Please note that we simply provide you the platform and never act as the “house”. We do not have financial interest, nor influence on who wins. So, have a great time at MahjongTime!
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Q: What are the benefits of the account package?
A: Premium members get 100 game credits per month ($25 value) and VIP members get unlimited game credits. Thus, members don't have to pay for game credits. Also, guests can get up to 100 game credits for free and follow up on additional promotions that will be available on the site. But in order to keep your rating you need to become a league member. You can see the full comparisons and benefits for the different account packages on the “Welcome” tab in the game.
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Q: Is ordering an account package safe to do?
A: Mahjongtime uses www.paypal.com, a trusted and secure website to transfer money. You can get more details at www.paypal.com
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Q: I am currently a Premium member. How do I upgrade to VIP member?
A: In order to upgrade your membership you need to click on the banner on the welcome screen and follow the instructions on the form, if you have paid for premium membership for a year and would like to upgrade it to VIP, the subscription date will start when the previously created subscription will end. If you would like the subscription to start immediately you need to contact the player services for help.
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Q: I’m a VIP Monthly member, why can’t I exchange my tokens for cash and play games with?
A: A VIP monthly member doesn't have the possibility to exchange his credits into cash. You can convert your credits into cash only if you are a VIP yearly member.
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Q: I would like to pay my subscription with another credit card. How do I change the current credit card with another one?
A: Payments are always debited from your PayPal balance first. If your balance does not cover a scheduled payment, the funds will be deducted from your default funding source chosen when you signed up for the subscription. You can change your default funding source from your Subscription Details. Changes to your back-up funding will affect the back-up funding source for all of your pending and future transactions.
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Q: What if I forget to add fund to my Paypal account, will my subscription be cancelled?
A: Yes, your subscription will be cancelled.
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Q: What happens if there are problems with the automatic payments?
A: MahjongTime enables automatic reattempts and you will be notified via email of the reason your payment failed and given a chance to fix the problem before the next attempted payment.
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Q: How am I charged?
A: We can only accept payments via credit card. We accept subscription and deposits via PayPal. If you're an annual subscriber, you'll be billed now for the whole year. Two weeks before the end of your subscription, we'll send you a letter explaining that the subscription is about to expire and that PayPal will be rebilling you at regular annual rates unless you tell you cancel the subscription. If you're a monthly subscriber, you'll be billed now for the first month and then automatically billed each month thereafter until you decide to cancel. We will not send you monthly emails for each time you're re-billed.
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Q: How can I cancel?
A: You can cancel any time by sending an email to payments@mahjongtime.com. Please include your name, address, member name, and email address. IMPORTANT — In order for us to cancel your membership, you must send us an email from the email address listed on your member profile. This is how we identify you. Make sure to keep your address current by updating your email address each time you change it. Click here to change your email address.
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Q: What happens if I decide to cancel during my membership?
A: If you cancel during your membership, you'll lose access to the MahjongTime Community. If you have an annual membership (or longer), we won’t give you a pro-rated refund based on how much time is left on your subscription. Monthly subscribers will not receive a pro-rated refund upon canceling as well.
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Q: Can we unsubscribe totally from the site?
A: Yes, you can. Click on the unsubscribe link that is on each email sent from the website and you can terminate your account forever.
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