The WU cash out skins aren't using the Merge Cashier. Currently (unless you are in Australia, speculative guess for upcoming things), Hero uses the Merge Cashier. Unless Merge decides to use WU cash outs, then Hero can't (and I don't see Hero branching out on own for several years, what with the faith the CEO has with Merge).

David not to be pushy but how long foes the conversion process normally take? I sent you an email a few hours ago. I sent it to rewards@heropoker.com . The first time i sent it i got a fatal error for some reason. So i sent it again. The second time i didn't get an error back so i'm hoping you have actually received the email.

Dave,
I would like to get off of tables more efficiently when I'm done. Options that read "sit out next big blind" for a given table, and for all tables would be appreciated.

So, this has happened to me occasionally and is happening to me now, so I figured it would be a good time to mention it. When registering for a late reg tourny, occasionally it will register me but not take me to a seat for at least a few minutes. I can't click the "take my seat" button, I can't find myself in the lobby then click on my name, nothing (it keeps saying "unable to join the selected game"). It's rather aggravating, and there's gotta be some way to fix it.

I would also like to see a sit out next big blind feature....

Yes, Hero is following in step with Merge unless there is reason outside of normal operations such as the Australian market. The issue is about volume;
I'd rather just follow with Merge as it make economic sense for everyone on a cost/scale issue. I know its been very frustrating as of recently, even one of my own players had their check bounce, but the next check was fine, and we reimbursed the player for the banking fees, but in normal circumstances this can happen, but right now this really is a transitional period.

Of course consumers and players have a right to expect x level of service, but I think their expectations were mislead to some degree as well as it is clear that some sites were using domestic processors directly. And the more I look into solutions like e-checks, a lot of what is going on right now makes a lot of sense (won't get more into that). Also, we need to look for a long term solution that is also fair to players. Some players may not care to pay 7% no cap, but how long is that really sustainable for? That being said, I wouldn't rule out Merge inserting stop gap solutions that do ease some of the more urgent cash outs, but I do have my faith in them to come to a solution soon. But yes, Hero does use the Merge cashier currently worldwide.

If the email ever get pushed back, then just send it again, also, pm or forum posts work; but if anyone is wondering: got the email 6 hours at the time of this posting, responded 4 hours after and we resolved it fully after 40mins and 3 email exchanges (for clarification). But if I don't back to you within 10 hours, then likely your email didn't make it so PM me here. Also, just note, I will post when I'm in transit between Korea/Macau/Aus so just give a 24hour grace period there.

Yes, I am hiring someone soon, but hiring a senior director level to do this with me as the level of access and the core function of this service is critical to our boutique model moving forward. Unfortunately I am not taking CVs for this position.

Thanks,
David

All I can say is that there is the major upgrade that takes so much of this into account from about 2 years worth of twoplustwo comments and reviews, but, I'm unable to give a time line. Yes, I've seen the model and functions in person etc, but I'm not saying, 'grin and bare it' etc. But that it has been addressed and incorporated in the upgrade and once that upgrade is released then likely there will be a 3 month beta period of feedback etc. When? Hell, if I could make em launch it now I would and they likely would have launched it this summer if not for the events in the industry....so there really was a legitimate push to move forward (before all the recent industry madness) so that is why I have my faith and support in Merge; that being said, I'll be there in Mid/late June and I'll discuss with them all these points to ensure that they have been included (I'm sure they have been because a few of my own pros did a run over the site as when we first joined and all points were already covered) but nut shell: I think that besides this recent growth, only our software is what holds us back. I've mentioned this before: stability of gameplay, is the primary concern. But trust me, when this is finally launched, I'm gonna party like it's 1999.

I've noticed this too, I came to the conclusion that it's waiting for a "balanced" table to put you on. Now, the way Merge "balances" tables is very weird imo, or just a wee buggy.
Maybe it's just my imagination but it seems to have improved a bit, when I first started playing on Merge about a month ago there would be times I'd be moved from a full 9/10 man table to a table with 1 or 2 other people, and it would last a good 4+ hands before more players were added. Doesn't seem to happen as much anymore.
Not a skin issue, but a network one... hopefully table balancing will be "perfected" with the client overhaul of legend and lore.

How do we know if we're getting credited the $5 or not? There hasn't been any popups or anything to let me know.

Has anybody received a payout in hand since 4/15?

You can actually track this in your player admin: bonus section

Yes a few of our players have, but I'll let them speak for themselves if they choose, but some other players have yet to have their checks issues because of the ID verification wait. I have one player who has verified, but the check has yet to be issued, and this has been pending for a few days now (I am on it). But on PocketFives where Hero first started our promotions, those players made their accounts a few months ago so they have been using checks.

HERO POKER CEO’s JUNE 2011 PLAYER’S UPDATE

1. EXISTING PROMOTIONAL UPDATES
Triumvirate Hero $100 Daily – US & CANADA ONLY
“To the victor goes the spoils”
The point of this tournament is that it is only top 3 that pay out and this will not change. It is a daily shot of getting back in the game. Not for the feeble hearted.

-Triumvirate Hero $100 Daily has been modified to include Canada
-Blinds have been reduced to 8mins from 10mins
-Break is now synchronized at 55min on the hour

Tournament Details:
-Client Location: Tournaments: Scheduled: Special
-7pm PST, 10pm EST (21:00 Game Server Time)
-6 handed, 8min blinds (antes), 3,000 starting chips
-Top 3: $50, $30, $20
-Registration: 1 hour before, no late registration
-300 Max Players


2. NEW DAILY PROMOTION
MTT Hero $99 Daily – US & CANADA ONLY
“Heroes make their own Destiny: Go MTT or Cash”
This tournament provides $11 in cash for each of the top 9 finishers.
This $11 can be used for cash games or for a tournament buy-in for many of the daily guaranteed tournaments or as a satellite for the $109 entry 100k Sunday Guarantee. This is meant to be just a stepping stop for an MTT Hero. Players can opt just to use it as cash as is.

Tournament Details:
-Client Location: Tournaments: Scheduled: Special
-4pm PST, 7pm EST (18:00 Game Server Time)
-9 handed, 5 min blinds (antes), 5,000 starting chips
-Top 9: $11 each
-Registration: 2 hours before, no late registration
-300 Max Players

3. GENERAL CEO THOUGHTS
Moving forward, I’ve decided to write these monthly updates as the CEO. While I have no need to do monthly revenue calls or issue public investor updates and take calls with analysts, I do feel that as a young company that each and everyone of our players is like a shareholder for the future of this company. In many respects I think that analogy does hold true simply because the way poker is set up as a communal game as well as the direct issues of player balances and liquidity. That being said, the main focus of these monthly updates will be to give clarification on promotions and market activity as well as my own rational for doing so. Of course I welcome all feedback from our players, but the object of this Player’s Update is more for reporting purposes than an open discussion as there will be areas where due to the competitive nature of the industry I will not be able to comment or invite further analysis on.

Tournament FreeRoll Promotions:
Apologies for the late update and due to feed back, these tournaments are now all synchronized at 55min past the hour. There are a few criteria that I have when making these promotions:
For Freeroll type promotions I want to engage players who enjoy player poker more than anything else. Also, I want the prize to also be worth something. Now for the most part, these types of promotions will make freeroll scavengers quite annoyed, but I feel for the poker enthusiast, it gives them an additional option to practice and enjoy during their regular game play.
So, what I’d like to do is, every couple of months, introduce a new daily promotion and tweak the existing ones. Why I like daily regular promotions is that I want our players to know that any day they feel like it, these online events will be there for them.
To that end you’ll find that in order to achieve this I’ve:
1. capped max player numbers, limited registration period
2. increased normal starting chip size, and
3. created unique payout structures

Engaging Canada:
We will gently being promoting to Canada throughout the summer. In some ways with Stars and FTP focusing internationally and specifically on Europe, our tournament schedule becomes the biggest advantage we have. That being said, bringing value to Canadian players is very difficult because it is very much a pre-Black Friday situation where Hero compared to Stars/FTP is quite mismatched on a client side. But Hero does benefit from all the payment solution options in Canada and as the Sunday 100k continues to overlay each week, we feel that that is obvious EV. Also the two daily promotions are now open to Canadian players.

VIP System:
I’ve pretty much come to the conclusion that the VIP system structure is fine, but I will be more exact in the ranges of return. Meaning that I’m going to tweak the rake back equivalent percentages and be as transparent as I can about why and where. There are basically 3 aspects that create the total value of the system: a. each tournament ticket per level, b. divisional class instant cash and c. divisional class play through bonus. Essentially I have guidelines from the new Merge standard VIP system to work with and I think it is very generous at the top level, so I will adjust accordingly over the week. Keep in mind that many of these things could be instantly done, if, I wasn’t also constrained by internal network policies, of course, Merge has been more than reasonable and flexible etc, and I in turn wish to respect the policies in place; so some further creative thinking needs to be put in place. But this has been long overdue, my hesitation was in considering to re do the entire system, but I feel the initial founding principles are still valid, except that they need to be scaled up for more of a mature market.

Concluding Thoughts:
The players on Hero probably represent the highest degree of diversity of player types as we were not focused on attracting grinders. While we do have some high volume players, these players are more attracted to the fact they can email the CEO for mental reassurance that things are fine rather than being in a situation where they are locked out from support with no communication. I think at any time we could run a rake race, but at this point, I’d rather allocate that monthly capital to looking at new markets. Again, players may fundamentally question, why should Hero do this, of course it is good for the network, but why Hero. And I say, for us our value/equity is in the long term and what name we make for ourselves now. As with any network effect business model, once a certain level of growth or development is established, it creates its own ongoing value (virtuous circle: basically good will, will in turn, breed good will). June-August are traditionally the slower months of our industry, but it is also a good chance for Hero to really set the framework for the last quarter of 2011 and for the entirety of 2012. Unfortunately, there are no plans in place to re-enter into the American market, that being said, our focus will always be on increasing service to our existing members while growing in that context.

On behalf of Hero Poker and our Pros: Gavin, Terrence, James, Daniel, David & Julian. We wish you the best of luck at WSOP and an enjoyable start to the summer.

Best Regards,
David Jung
Hero Poker CEO


Cliffs:
-daily promotion breaks synchronized
-new one added: MTT Hero, top 9 get $11 each
-Open to now Canadian players
-CEO general thoughts: just approaching things as if players were shareholders and will do monthly reporting on that end to keep players in the loop from a promotional stand point

The word "awesome" is overused far too much these days, so I'll just say "nice" work.

Brann

Players,
Has anyone had any 30K + 30K bonus money released? I think I should be due $10 after accumulating 75 VIP points, but perhaps I am incorrect. If no one can comment, Dave, would you set me straight? Thanks!

You are off by a factor of 10. You need 750 points to release $10. $5 is released for every 375 points.

David,

What is the VIP rake back %'s? It looks a little daunting for me to figure out. But for example what RB% is a 150 Legionnaire getting? What about about a Gold Spartan? Or put differently what level will get you 40%? Are there any levels that get you to 50%? Any levels get you to 60%+?

Wow! I remember Dave stating that the bonuses were tough, but I didn't look close enough to see just how tough. Thanks anyway, eto.

I have a fast 50 ticket that i just won a few hours ago. When i try to enter the fast 50 freezeout it is not showing up as a buy in option.

when you go to register, you will see the entry fee (i.e. .50+.10) click that bar, you will see a little arrow pointing downward, and that gives you the options in which you can buy in with cash, points or tickets.

LOL thanks for the shout out dave i'm assuming this is me your referring to. you have my email address and your easy to contact.

your support team on the other hand, very hard to get a hold of, and when they do finally get in touch, they don't answer my questions and concerns correctly

Yea that's what i mean. When i click on that bar the 50+10 is the only entry option that appears.

Hi Grumpy64,
This was actually an issue, where one of the fastfifty isn't enabled to take the coupon, it was missed when the tournament was created, right now there isn't a solution for it, but you can trade in that coupon and I'll credit you the cash for it instead. But I will update you further on this.

Thanks,
David

Yes, you are the one, but it appears that support is even more swamped as now players understand that they need to get the ID verification done etc, so they're all coming in at once and testing the withdraws (which of course is to be expected etc), but things are not moving any quicker, but Im still on it.
But thanks for your understanding on this.

Regards,
Davd

I'll just hold on to it then as i only have 1 so far.