Mahjong Time - Help FAQ

FINANCIAL QUESTIONS

ACCOUNT STATEMENT

1. Where is my Account Statement and how do I read it?
2. How do I check my account balance?

DEPOSITS

1. What payment methods do you use?
2. How do I deposit money on my account?
3. What is the minimum I can deposit?
4. When will my deposits show up in my account?
5. Is it safe to use a credit card online?
6. Why was my credit card denied?
7. Can I use someone else's credit card on my account?
8. Is your site secure? Is my credit card safe?
9. How do I find the verification number on my Credit Card?
10. What is Mahjong Time’s "Transaction Guarantee"?
11. How can Mahjong Time receive payments from non-US citizens?
12. What is the refund or cancellation policy?

TAX OBLIGATIONS

1. Why is money withheld from me?
2. Do I pay tax on my winnings?

WITHDRAWALS

1. How long does it take before I get my check?
2. I have withdrawn money, why didn’t I receive it yet?
3. What currency will my winner check be issued in?
4. The system took money from me while I didn't play any Cash games! I'm just waiting for a game to start…!

MEMBERSHIP

1. How do I become a member?
2. How will I know when to renew my subscription?
3. What are the benefits of a membership?
4. Is ordering an account package safe to do?
5. How do I upgrade my membership?
6. I would like to pay my subscription with another credit card. How do I change the current credit card with another one?
7. What if I forget to add fund to my PayPal account, will my subscription be cancelled?
8. What happens if there are problems with the automatic payments?
9. How am I charged for the subscription?
10. How can I cancel my subscription?
11. What happens if I decide to cancel during my subscription?
12. Can I totally unsubscribe from the site?

INTERNAL CURRENCY

1. What are Golden Coins?
2. What are Dragon Chips?
3. How can I get more Golden Coins?
4. How can I get Dragon Chips?
5. I Won! Why didn’t I get all the Dragon Chips? 100x4=400!
6. What can I do with Golden Coins?
7. How much time do reward points stack towards my Crown? When do they expire?
8. How can I get cash from my reward points?
9. Can I convert Golden Coins or Dragon Chips to cash?

ACCOUNT STATEMENT

Q: Where is my Account Statement and how do I read it?
A: To view your recent transactions, click "My Account" on the system bar, choose the “Transactions” menu and then press the "Statement" button. In the statement menu you can choose the information you are looking for and generate the report.

Another option is to click the "Cashier" button and select the "Statement" tab.

Q: How do I check my account balance?
A: All your currencies are available on the top of the screen.
- You can also check your currency balance and much more in the My Info menu located in the Information tab. You can access it by clicking on the Information tab located in the upper right corner of the game screen and choosing “My Info”.
- The My Account menu accessible through the system bar. You can find your account balance in various places of the game, like, for example – the Statement menu – or the Cashier menu.

DEPOSITS

Q: How do I deposit money on my account?
A: To deposit money follow the next steps:

• Go to "Cashier";
• Select the “Make a Deposit” menu;
• Then click the "Deposit" button;
• Choose the amount to be deposited;
• Follow the instructions.

You can also Deposit using the “My Account”> “Transactions “menu accessible from the player bar.

Q: What is the minimum I can deposit?
A: You can deposit a minimum of $5 on your account.

Q: When will my deposits show up in my account?
A: If you deposited using a Credit Card - your account will be credited instantly. If you deposited using a PayPal, paysafecard or a Moneta.ru account - the money shows up in your account in a couple of minutes, but if the deposit was made by PayPal via eCheck, the money transaction has an “Uncleared” status until the funds have been cleared from your bank account. Usually, the completion of the transfer takes 4-5 business days. The expected clearing date of the transaction also depends on your bank's processing schedule.

Q: Is it safe to use a credit card online?
A: Yes, it is. We use 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, we place 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 are always sent to our server using SSL encryption. There is a Security Lock icon by the sign-in button to indicate this.

Q: Why was my credit card denied?
A: Please check the following items:

• 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 we require it.
• Make sure your card has not been reported stolen.
• Make sure you have not reached your card limit. (Please check it with your bank.)
• Make sure your credit card bank has your new address if you have moved recently.
• Make sure you are not from a United States' restricted state.
• Are there sufficient funds in 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.

Q: Can I use someone else's credit card on my account?
A: The owner of the credit card must be the account's player of record. In order to play our 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 the game.

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, we place 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 are always sent to our server using SSL encryption. There is a Security Lock icon by the sign-in button to indicate this.

Q: Is your site secure? Is my credit card safe?
A: Yes. We use 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, we place 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 are always sent to our server using SSL encryption. There is a Security Lock icon by the sign-in button to indicate this.

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, we require you to provide us with 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.

Q: What is Mahjong Time’s "Transaction Guarantee"?
A: We guarantee that every transaction you make on our website 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 our website.

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, we are responsible to cover the entire liability for you, up to the full $50.00. We 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 our website 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.

Q: How can Mahjong Time receive 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 the Paypal approved countries list:
https://www.paypal.com/cgi-bin/webscr?cmd=_display-approved-signup-countries-outside

Q: What is the refund or cancellation policy?
A: With a commitment to fairness, we will investigate the possibility of a refund upon notification from a player of a game error. If we determine that the game engine, host server or website was at fault, we will refund the entry fee to the affected player's account within 24 to 48 hours of the discovered error. There is a limit of one refund per player per competition entry. All refunds will be deposited into a player's account; no cash will ever be mailed to a player. While we will make periodic efforts to review the technical soundness of tournament activity, it is the player's responsibility to report a game error within 24 hours of the error in order to qualify for a refund review. In no cases will the amount of a refund exceed the entry fee.

Please note that we will not provide refunds in the event the player experiences technical or other difficulties with his/her computer, server, or Internet Service Provider (such as a faulty internet connection), or difficulties resulting from any other event that we cannot reasonably be expected to control. We will not be responsible for refunding a player's entry fee if it finds that the player tampered with a game or manipulates his/her game score in any way. In such cases, we may keep the player's entry fee and disqualify the player from the tournament. Multiple abuses may result in a player being banned from future tournament play; in addition, we reserve the right to freeze a player's account as we review possible abuse. We are also not responsible for refunding entry fees due to natural disaster, military, or terrorist actions.
If the player decides to receive a refund on his/her recent transaction of subscription fee, Dragon Chips or Golden Coins purchase, he/she can request a refund by writing to support@mahjongtime.com or payments@mahjongtime.com. This request can be fulfilled only within 60 days from transaction's original date. In case of a charge-back to any transaction, the account is terminated.

TAX OBLIGATIONS

Q: Why is money withheld from me?
A: The U.S. Internal Revenue Service requires Mahjong Time to withhold a portion of the winnings paid to certain players.

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.

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, we are 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 us 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.

Q: Do I pay tax on my winnings?
A: Beginning from 2005, we are 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.

We are 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.

WITHDRAWALS

Q: How long does it take before I get my check?
A: 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.

Q: What currency will my check be issued in?
A: Checks are issued in U.S. dollars. The recipient of the check will be responsible for any currency exchange and related charges. Players with a confirmed PayPal account will receive this excess amount via their PayPal account, rather than by check.

Q: The system took money from me while I didn't play any Cash games! I'm just waiting for a game to start…!
A: Please be advised that while being in a waiting room of a cash game (having taken a place at the table) – the system will extract the entry fee – thus assuring that you are able to play at the table. If you leave the waiting room before the game begins – that extracted entry fee will be automatically returned.

MEMBERSHIP

Q: How do I become a member?
A: To become a member please follow the next steps:

• Within the game click on "Cashier";
• On the menu that opens next, click on "Buy Subscription";
• Select your preferred membership and click Get Subscription;
• Fill-in the required fields;
• Read the Terms and Conditions;
• Click on the "Continue" button;
• Follow the instructions.

Q: How will I know when to renew my subscription?
A: According to our Terms and Conditions the subscriptions are renewed automatically each month/year depending on the package you chose when subscribing.

Q: What are the benefits of a membership?
A: A Membership provides many advantages, including an official ranking, discounts of up to 50% on tournament fees. A Membership also offers several other benefits, click here to view everything memberships have to offer. You can see the full comparisons and benefits for the different membership packages in the "Cashier" menu accessible from in any room in the game or by accessing this page.

Q: Is ordering an account package safe to do?
A: We use PayPal, a trusted and secure website to transfer money. You can get more details at www.paypal.com

Q: How do I upgrade my membership?
A: To change your current membership follow these steps:

• Sign into your account;
• Click the Cashier button;
• Click Buy Subscription;
• Select the membership you would like to change to;
• Follow the instructions.

Before paying you shall see the exact amount necessary for this change. At the end of these actions you will receive a congratulatory page which will indicate the details about your new subscription.

Q: I would like to pay my subscription with another credit card. How do I change the current credit card with another one? How do I change my payment details?
A: In order to change your payment details please perform the following steps:

• Sign into your account.
• Go to My Account – Transactions – My Subscription.
• Enter your account password and click “Continue”.
• On the “Subscription Management” page update your payment details
• Press “Save” at the bottom of the page.
At the top of the page you will see “Your Information has been updated successfully!”

On the next renewal date of your membership you will be charged according to the new payment details.

Q: What if I forget to add funds to my PayPal account, will my subscription be cancelled?
A: Yes, your subscription will be cancelled.

Q: What happens if there are problems with the automatic payments?
A: We enable 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.

Q: How am I charged for the subscription?
A:

• If you're an annual subscriber, you'll be billed for the whole year.
• If you're a monthly subscriber, you'll be billed initially for the first month and the following monthly payments will be automatic until you decide to cancel.

Q: How can I cancel my subscription?
A:

• Sign into your account;
• Click My Account on the system bar;
• Choose the Transactions sub-menu;
• Click My Subscription, enter your password for confirmation;
• On the page that opens next you will see your active subscription(s);
• Follow the instructions.

If you subscribed via PayPal, you will be taken to the PayPal homepage so that you can access your account. There you can cancel the subscription by finding the transaction “Subscription Creation” by the date when you created the subscription, click "Details" next to the subscription creation and at the bottom of the page click "Cancel Subscription". On the next page - confirm that you would like to cancel it.

Q: What happens if I decide to cancel during my subscription?
A: If you cancel during your membership, you will still continue being a member of our site until it expires.

Q: Can I totally unsubscribe from the site?
A: Yes, you can. To unsubscribe from the mailing list - click the “unsubscribe“ link that is on each email sent from the website and you can terminate your account forever. To remove your player account - please write to support@mahjongtime.com.

INTERNAL CURRENCY

Q: What are Golden Coins?
A: Golden Coins are a type of currency used within the game. Golden Coins can be used to enter certain tournaments, purchase unique avatars and in-game items like Coffee Break, Time Bank, Voice Chat and Open Wall.

Q: What are Dragon Chips?
A: Dragon Chips are a type of currency used within the game. Dragon Chips are used as entry fee for Fun Games and certain tournaments.

Q: How can I get Golden Coins?
A: Golden Coins can be purchased in the Cashier menu at a rate of 100 Golden Coins=$1. You can also convert Reward Points to Golden Coins. Pay attention to our newsletters for promotions that also award Golden Coins.

Q: How can I get Dragon Chips?
A: All players receive Dragon Chips daily. Free Players receive 1,000 Dragon Chips per day. Premium Members receive 1,000 Dragon Chips up to 3 times a day and VIP Members receive 1,000 Dragon Chips up to 5 times per day! Please note that you recive Dragon Chips only when your Dragon Chip balance falls below 1,000. You can also Convert Golden Coins to Dragon Chips at a conversion rate of 1 Golden Coin for 10 Dragon Chips.
In order to learn more about Dragon Chips, please watch our Tutorial - Dragon Chips:

Q: I Won! Why didn’t I get all the Dragon Chips? 250x4=1000!
A: Each type of user has a certain rake that is applied to his winning pot. The rake for Free Players is 20% so if the game had an entry fee of 250 Dragon Chips – and you won while being a Free Player – you will receive 800 Dragon Chips.
If you are a Premium member you would get 950 Dragon Chips – a 5% rake applied to the pot.
A VIP member would receive the full winning pot of 1000 Dragon Chips – with no rake applied to it!

Q: What can I do with Golden Coins?
A: Golden Coins can be used in several ways:

• You can use Golden Coins as entry fee for our exciting tournaments.
• You can play Fun Games by converting them to Dragon Chips.
• You can prove your uniqueness by creating your custom avatar in the Virtual Shop.
• You can get in-game items.

Q: How much time do reward points stack towards my Crown? When do they expire?
A: The Reward Points you accumulate all count towards your Crown – every cash game you play –with entry fees from as low as $1 – all take you closer to your next crown tier. All your Reward Points go towards your crown and they do not expire.

Q: How can I get cash from my reward points?
A: As soon as you accumulate 1,000 points or more - you can credit your Reward Points to either cash or Golden Coins by using the Redeem button in the My Account section.

Q: Can I convert Golden Coins or Dragon Chips to cash?
A: No, you cannot convert them to cash.