Shane, just wanted to bring to your attention some problems I am experiencing with the new cashier.

First of all, i made a WU withdrawal for 2k on 12/31. There was no fee. On 1/9 or 1/10 it was approved w/ sender info. I then made another withdrawal on 1/11 for 2k. There was a $200 fee. That's fine. No big deal. But last night, my withdrawal on 1/11 was approved w/sender info. So as soon as I saw that, I made another 2k withdrawal but I was charged the $200 fee again. I'm not sure how I would be charged the 10% fee when we are supposed to get 1 free WU withdrawal a month.

The main reason I am bringing this to you is because I have e-mailed support and they seem somewhat clueless on the situation. It seems they aren't even aware of how the new cashier is and they have told me that "once the withdrawal is approved, that is when the fee will be reimbursed". But from what I see, the new cashier automatically either takes the 10% fee or recognizes it as a free cashout, which I believe it is failing to do. Let me know if you can be of any help. I have already e-mailed you and if it might have got lost, I can e-mail you again. Thanks.

EDIT: And if you think about it, shouldn't my 2nd withdrawal actually be free too? My first one was requested 12/31, approved 1/9 and my second one was requested 1/11 and approved 2/11. If it's 1 free per calender month from either request date or approved date, my
2nd one should be free too. I believe this is something that needs to be looked into.

I think its because the way they have it set up their cashier goes off when you received it. I really think Shane should try to push them to change this to when the request was made esp when their cash outs are taking over a month right now. It would also cause a lot less confusion.

Citizen, thanks for the reply. I'm actually having a hard time understanding what u r saying lol. What do you mean "the way they have it set up their cashier goes off when you recieved it"?

Sorry yeah that sounds weird. Well what I was trying to say is they probably built a computer program that knows when you get a free cash out so it won't charge you. So lets say you cashed out 12/31/2012 and got the cash out on 2/1/2013. The program is built to only let you receive one free cash out a month and you already received a cash out that month since they go by your pick up day. But the problem with this is lets say you do another cash out on 2/2/2013 and you pick it up on 3/2/2013 they would have charged you for a cash out even though you haven't got a free one that month. So if their cash outs are going to really keep taking over a month they need to change this policy to when the player request the cash out. The program has no idea when your cash out will be ready for pick up so there is no way to go with this method unless they want to start refunding players though e mails but that's never fun and looks bad on the company when you have to send an e mail to get a refund.

ohh i see what you are saying now. i dont think its like that because my first cashout on 12/31 i picked it up on 1/29. so any cashout that i picked up in february would be free, right? i guess what i am trying to say is that if i cashed out on 12/31, and i had CIH on 1/29, a cashout i REQUESTED on 2/12 should be free no matter what way you looked at it. tbh im not too worried about the fee on my 2nd withdrawal which I requested 1/11, but would be disappointed if they don't reimburse the fee on my 3rd withdrawal which I requested just today. if anything I just want to know what they go by as far as how they determine when its free and when its not. cuz the way its set up right now we would get a free one like every 3 months which doesnt make any sense at all

I was in the 12/31 batch and then the mid january one. I also emailed them about the fee since it was a new calendar month, and I noticed the same thing. The guys replying didn't really seem to know what the heck was going on with the new cashier. But that was almost a month ago...I guess they are still clueless.

I am in the same boat. Requested 12/31, 1/11 and 2/12 and have been charged the fee on the second two. At least two of these should have been free. (probably all of them especially since WU was down for a month)

One other really annoying thing:
In the old cashier you could request $2200 and the $200 fee would be taken off of that.

But the current way its set up, the most you can request is $2000. Lowering your max cash out amount to $1800.

Looking at the details of this it was your email I responded to earlier, I will let you know as soon as I hear back from the cashier manager and have the exact information.

I also have this problem and emailed Shane about it - thank you Shane for looking in to this matter. If the "fee" gets charged at the time you request the cashout, then the time it is processed should not count again towards the "one free" offer. I requested a cashout on 1/8 (january's "free" cashout) and got sender info on 2/12 (still no MTCN) and when I try to request my "free" February cashout the system deducts 10%! So i cancelled this request until this is resolved. I switched from rakeback to VIP because I was offered 1 free cashout per month. Please help fix this glitch so the players get 1 free per calendar month as promised. Thanks!

Im not entirely sure of this which is why Im getting the exact info from the cashier manager, but it used to go by processed date and since the refund was done manually then it was easy to sort out, but with the the new automated system cases where you request one month and then its processed the next and you request a new one the same month as your previous processed (but wont actually process till the following month) you are denied when in fact it should still be free.

As I said Im not 100% sure so am waiting for absolute confirmation from the cashier manager.

yes that was my e-mail you responded to. thanks. i appreciate it.

Hi Shane - can you please give us an update on this? I want to do my "free" february cashout but am waiting to hear from you. Thanks!

It's been 6 days. Do you have any info for us Shane? We are already dealing with difficult wait times on withdrawals. A little promptness with filling us in on the details of those cashouts would be greatly appreciated.

Any chance you could address this issue Shane? I realize you get berated constantly on this forum over stuff that's out of your control, and I realize there are a whole lot of legitimate questions that you can't answer or have to be cagey with, but this one's a no-brainer. Either we get one free WU per month or we don't. It's that simple. I think a lot of the criticism you get here is undeserved, but 8 days without any response on an urgent matter like this (see player above who is holding off on requesting a cashout until clarification) is pretty weak.

dont worry, he will promptly respond after he finishes his discussions with the CEO about the current rake race leaderboard.

bump

Any updates on this yet?

I have been waiting since 11/20/2012 on a cash out and I am completely fed up with this process!!! I have emailed JDS Services every week for the past 3 weeks and here the same bull ****! Anyone able to help or should I contact an attorney???

Are you in the US? If so, contact your attorney and post exactly what he says itt please...

bump

I am still waiting on a western union withdrawal made in September.... Customer support hasn't replied to any of my emails in months. What a POS operation they have going

Yeah I emailed support about the same thing a week ago or so and was told:


Thank you for your email.


Please be advised the fee will be credited to your poker account 7 days after the day you receive your money.


Please let us know if we can be of further assistance.

Kind Regards,

Michelle


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CSR, Lock Support
_____________________

Which may be what is supposed to happen but it's not because I have already gotten the money from the withdrawal on 12/31 but was never credited the $200.

You probably have another month or so before you can start expecting it.