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Old 08-11-2011, 03:27 PM   #1
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Account Verification FAQ

This comes directly from our support team to help speed up and streamline the account verification process. If anything is unclear or needs changing feel free to let me know!

A: Credit/ Debit card users (Mainly US based) - Account Verification for players that have used credit/ debit cards to deposit in the past, we require the following documents:

1) Verification Form - Download from your Player Admin, https://lockpoker.playeradmin.com/ph...ification.html or alternatively email support and ask for a copy. (Verification Form required for each card payment method used in the past – so if player has used 3 credit cards for example, they will need to submit 3 Verification Forms)

2) PhotoID

3) Scans of the back and front of your credit card (Required for each card payment method you have used in the past)

4) Bill for Address Verification (E.g. Utility Bill, Phone Bill, Credit Card/Bank Statement)


B: Account Verification for players that have used Western union/ E-wallet (Neteller, Moneybookers etc.) to deposit or even player’s that have never deposited and have gained an account balance via transfers from other players or alternatively freerolls. We require the following documents:

1) Verification Form - Download from your Player Admin, https://lockpoker.playeradmin.com/ph...ification.html or alternatively email support and ask for a copy (Players in this category can ignore the credit card section of the form as it does not apply)

2) PhotoID

3) Bill for Address Verification (E.g. Utility Bill, Phone Bill, Credit Card/Bank Statement)

• Can all players please ensure that photo’s/ scans are of good reading quality, blurry copies will just be rejected and further delay the process. ALL Verification Forms need to include the declaration section at the bottom where players should sign and date the form by hand ONLY, various computer software generated forms are unfortunately not acceptable.

• Please send all documents to security@lockpoker.com

• The above verification processes are required for all players to A) Enable their transfer feature; B) Enable any future withdrawals; C) Enable further deposits for card users.

• When ALL of the above documents have been submitted and uploaded by us at Lock it usually takes no longer than 48 hours for Merge to verify the player accounts.
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Old 11-05-2011, 07:44 AM   #2
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Re: Account Verification FAQ

Out of all of the Merge sites I have had my account verified w lock the fastest think it was no longer than a full day.
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Old 11-17-2011, 06:54 AM   #3
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Re: Account Verification FAQ

I created a lock poker account back in April. I used my credit card as well as my sisters once. Will I be able to to still verify my account if I dont have copies of the two cards, however i have scanned images of cards for future deposits?
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Old 12-14-2011, 10:26 PM   #4
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Re: Account Verification FAQ

Quote:
Originally Posted by Spunouttacontrol View Post
I created a lock poker account back in April. I used my credit card as well as my sisters once. Will I be able to to still verify my account if I dont have copies of the two cards, however i have scanned images of cards for future deposits?
yeah i pm'd u rizen i need an answer on this, i lost my debit card and cancelled it, ordered a new one. am i goign to still be able to verify my account
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Old 12-16-2011, 08:23 AM   #5
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Re: Account Verification FAQ

Quote:
Originally Posted by RAZZ PRO A2345 View Post
yeah i pm'd u rizen i need an answer on this, i lost my debit card and cancelled it, ordered a new one. am i goign to still be able to verify my account
im in the same boat... what do i do?
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Old 01-17-2012, 08:26 AM   #6
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Re: Account Verification FAQ

The form I downloaded said to email everything to support..I did that..should I email to security also?
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Old 01-17-2012, 08:46 PM   #7
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Re: Account Verification FAQ

I have submitted all verification materials approx. 2 days ago. I am patiently waiting to make another deposit, as I got the itch to play. I have emailed support regarding the status of my verification. I haven't received a reply. It's ok if it takes time, but I would like to feel like my personal information is being taken seriously and is secured properly. Communication is all i'm looking for...
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Old 01-27-2012, 05:51 PM   #8
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Re: Account Verification FAQ

documents sent in as well. Hope the process goes quickly
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Old 01-28-2012, 03:57 AM   #9
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Re: Account Verification FAQ

Quote:
Originally Posted by DrawMeOut View Post
documents sent in as well. Hope the process goes quickly
mine was verified in almost exactly to the hour 3 days...they had responded originally that it would take 1-3 days.

every question I've asked has been responded to the next day at the latest by email...apparently the 24/7 live chat is a misnomer however...plusses & minuses as with all in life i guess
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Old 01-29-2012, 08:16 AM   #10
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Re: Account Verification FAQ

For the bank statement can I use a screenshot from online banking?
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Old 01-29-2012, 08:49 AM   #11
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Re: Account Verification FAQ

not to sound arrogant or anything, but....if you can do that, why not just do a few extra clicks & download what they want. If the issue's a lack of having a printer available just download/save the last statement; open the file & then screenshot that. Think that would have a better chance of not being rejected 3days hence forcing you to start over again
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Old 02-01-2012, 12:46 AM   #12
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Re: Account Verification FAQ

how can i be sure that i have been verified? Is there a place to check this? I did all of the verification stuff months ago but never recieved anything telling me I was good to go. I lost a deposit in December and do not want to redeposit without knowing that I am verified making a future withdrawal possible.

Also, I may have missed it on another thread, but what happened to the possiblilty of withdrawing back to the card you deposit with? Has this alternate been axed?
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Old 02-02-2012, 11:53 AM   #13
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Re: Account Verification FAQ

If we never deposited before do we have to get our debit/credit verified to deposit? Do prepaid visas work?
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Old 02-02-2012, 08:57 PM   #14
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Re: Account Verification FAQ

Does the verification form have to be hand written or can be do it on a computer?
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Old 02-03-2012, 12:29 PM   #15
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Re: Account Verification FAQ

I am going on day 3 of waiting on my account to be verified, is this normal waiting time? i was under the impression this would be a bit faster, anyone have to wait this long for account verification? or can anyone confirm having their account verified in the last week?
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Old 02-03-2012, 03:50 PM   #16
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Re: Account Verification FAQ

actually had my account verified today everything seems to be smooth lets see how these cash outs are going now.
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Old 02-03-2012, 06:58 PM   #17
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Re: Account Verification FAQ

Requested verification yesterday morning...30 hours later, I'm verified. I've only played here three days but I honestly have nothing but good things to say about Lock. Very well run, great customer service, and the fact that Rizen is so visible and available on our behalf is amazing. Definitely recommending to friends.
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Old 02-04-2012, 03:50 PM   #18
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Re: Account Verification FAQ

Quote:
Originally Posted by ccking24 View Post
how can i be sure that i have been verified? Is there a place to check this? I did all of the verification stuff months ago but never recieved anything telling me I was good to go. I lost a deposit in December and do not want to redeposit without knowing that I am verified making a future withdrawal possible.

Also, I may have missed it on another thread, but what happened to the possiblilty of withdrawing back to the card you deposit with? Has this alternate been axed?
Rizen, can you answer this?
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Old 02-06-2012, 01:11 PM   #19
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Re: Account Verification FAQ

Quote:
Originally Posted by ccking24 View Post
Rizen, can you answer this?
If you send me your username/e-mail I can have them check and make sure you're verified.

As far as the cash to card option, yeah it's nixed for now. The processor we were going to use for that option ran into some problems and we just weren't confident we could offer it to our customers as a reliable option.

-Rizen
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Old 02-10-2012, 04:18 PM   #20
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Re: Account Verification FAQ

just changed adress and dont have any Bills for Address yet, but my new state I.D. has my new adress on it, will this work for Bill for Address Verification?? or is there anything else i can use?
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Old 02-10-2012, 05:06 PM   #21
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Re: Account Verification FAQ

Why the hell is support taking so long to answer a simple question for me? I've moved since my state ID was issued. Is this going to be a problem in getting verified?
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Old 02-13-2012, 01:45 PM   #22
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Re: Account Verification FAQ

Quote:
Originally Posted by IBGrindin View Post
Why the hell is support taking so long to answer a simple question for me? I've moved since my state ID was issued. Is this going to be a problem in getting verified?
PM me your info and I'll make sure someone from support gets back to you ASAP.

Thanks

-Rizen
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Old 02-13-2012, 01:47 PM   #23
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Re: Account Verification FAQ

Quote:
Originally Posted by Reezo View Post
just changed adress and dont have any Bills for Address yet, but my new state I.D. has my new adress on it, will this work for Bill for Address Verification?? or is there anything else i can use?
I'm honestly not 100% positive. If you can send me your e-mail I'll make sure someone from the security team gets back to you with an answer ASAP.

Thanks

-Rizen
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Old 02-13-2012, 03:50 PM   #24
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Re: Account Verification FAQ

Rizen, I sent in my verification info last night. I sent i.d (shows my address on i.d) and also verification form. I have not made a deposit yet, I was gonna get funds transfered to me at the moment. Do I need to send a pic of my credit card that I may use in the future or not? I would like to get this done as soon as possible so i can start playing, but wont play until fully verified. my account is P0TSNIPER, 0 BEING A ZERO. tHANKS
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Old 02-14-2012, 12:19 PM   #25
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Re: Account Verification FAQ

Quote:
Originally Posted by imallin07 View Post
Rizen, I sent in my verification info last night. I sent i.d (shows my address on i.d) and also verification form. I have not made a deposit yet, I was gonna get funds transfered to me at the moment. Do I need to send a pic of my credit card that I may use in the future or not? I would like to get this done as soon as possible so i can start playing, but wont play until fully verified. my account is P0TSNIPER, 0 BEING A ZERO. tHANKS
you don't have to verify anything to get a transfer done to you.
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Old 02-14-2012, 04:21 PM   #26
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Re: Account Verification FAQ

Quote:
Originally Posted by GTM13 View Post
you don't have to verify anything to get a transfer done to you.
oops miss read your post b4.

If you don't use a CC then you don't have to send the info in.

I just sent my verification stuff in today will update for time length it took.
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Old 02-14-2012, 07:22 PM   #27
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Re: Account Verification FAQ

sent 2/11
still waiting for verification.

also lock didnt send a confirmation email which is kind of annoying.

sent to support@lockpoker.com and security@lockpoker.com
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Old 02-14-2012, 11:54 PM   #28
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Re: Account Verification FAQ

Quote:
Originally Posted by GTM13 View Post
oops miss read your post b4.

If you don't use a CC then you don't have to send the info in.

I just sent my verification stuff in today will update for time length it took.
*Update*


got this all completed a few hours ago took less then 12 hours even though i sent in wrong documentation first time.
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Old 02-15-2012, 07:21 PM   #29
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Re: Account Verification FAQ

whre is lock support???? I sent in verification 3 days ago. no verification email, no response at all. What in the world is going on, apparently they dont want my business, ill go elsewhere
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Old 02-16-2012, 07:21 AM   #30
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Re: Account Verification FAQ

Guys don't worry about verification. I submitted mine on the 9th, and had it approved finally today.
So just give it some time. They sent me a confirmation email too.
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Old 02-16-2012, 01:21 PM   #31
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Re: Account Verification FAQ

I'm also waiting to see if my account is verified going on 3 days now. My SN is scratchace any help you can give me is appreciated Rizen.
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Old 02-16-2012, 01:57 PM   #32
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Re: Account Verification FAQ

Quote:
Originally Posted by ScratchAce07 View Post
I'm also waiting to see if my account is verified going on 3 days now. My SN is scratchace any help you can give me is appreciated Rizen.
PM me or e-mail me (rizen@lockpoker.com) your e-mail address so I can loop you in on any communication and I'll have someone get back to you ASAP with status.

Thanks

-Rizen
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Old 02-17-2012, 04:27 PM   #33
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Re: Account Verification FAQ

rizen,

i have pmd you twice now with now response, second one was today so i undertand you may busy. I have been waiting 3 days for my account to get verified on lock, was trying to make the switch to lock but these guys aint making it easy. I sent i.d, verification form, and bill with address? account is POTSNIPER with the 0 being a zero, can you please check on this???
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Old 02-17-2012, 06:22 PM   #34
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Re: Account Verification FAQ

I only see one in my inbox and it was sent today, I just need an e-mail so I can make sure you're copied on all correspondence and I can follow up.

Thanks

-Rizen

Quote:
Originally Posted by imallin07 View Post
rizen,

i have pmd you twice now with now response, second one was today so i undertand you may busy. I have been waiting 3 days for my account to get verified on lock, was trying to make the switch to lock but these guys aint making it easy. I sent i.d, verification form, and bill with address? account is POTSNIPER with the 0 being a zero, can you please check on this???
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Old 02-17-2012, 08:33 PM   #35
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Re: Account Verification FAQ

Got my account taken care of shortly after you emailed support Rizen, thanks for the help.
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Old 02-20-2012, 02:26 PM   #36
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Re: Account Verification FAQ

Before you guys got verified, did you send it to security@lockpoker.com or support@lockpoker.com? so what should it send my bank statement since i dont have any other type of bill (just turned 18 this month) to them with back and front of my ID and Debit Card?
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Old 02-20-2012, 06:02 PM   #37
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Re: Account Verification FAQ

Quote:
Originally Posted by LockRizen View Post
PM me your info and I'll make sure someone from support gets back to you ASAP.

Thanks

-Rizen
PM sent
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Old 02-21-2012, 11:55 AM   #38
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Re: Account Verification FAQ

Rizen, I have sent in all of my docs and can't get a response from support about my account.I've been dealing with them for a week and a half now. Can you help? Lock name=4frush email=[edited out by Rizen]

Last edited by LockRizen; 02-21-2012 at 07:08 PM.
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Old 02-21-2012, 12:36 PM   #39
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Re: Account Verification FAQ

Quote:
Originally Posted by LockRizen View Post
I only see one in my inbox and it was sent today, I just need an e-mail so I can make sure you're copied on all correspondence and I can follow up.

Thanks

-Rizen
I have sent you email address, along with sending out all information to security@lockpoker.com and i still havent heard a peep from anyone about my verification status??? crazy
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Old 02-22-2012, 05:50 AM   #40
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Re: Account Verification FAQ

i was wondering if i build up my bankroll at lock starting from freerolls and never make a deposit can i withdraw after sending in the verification requirements (drivers licence, recent utility bill) without having to deposit first?
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Old 02-22-2012, 10:55 AM   #41
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Re: Account Verification FAQ

Quote:
Originally Posted by ih8ustfu View Post
i was wondering if i build up my bankroll at lock starting from freerolls and never make a deposit can i withdraw after sending in the verification requirements (drivers licence, recent utility bill) without having to deposit first?
Absolutely. if you're not in the US you won't have options like skrill/neteller unless you deposit that way first, but checks etc are available to all verified players.

Thanks

-Rizen
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Old 02-24-2012, 03:48 PM   #42
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Re: Account Verification FAQ

Sent in my documents to get verified last night. I realize it hasn't even been 24 hours yet but how come there is no automated return email saying support got your email? Not worried because my documents were clear as day. :-)
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Old 02-24-2012, 05:48 PM   #43
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Re: Account Verification FAQ

Quote:
Originally Posted by AUGUY55 View Post
Sent in my documents to get verified last night. I realize it hasn't even been 24 hours yet but how come there is no automated return email saying support got your email? Not worried because my documents were clear as day. :-)
I sent in my documents to be verified on 2/21 and within an hour of doing so I received this email:

Elle
FEB 21, 2012 | 08:06PM EST
Hi there,

Thank you for sending us your Verification Docs. They have been put in our Security Queue to be reviewed and verified. Once done, we will send you a confirmation email. Please expect an email within 1-3 days.

All my best,

Elle

---
CSR, Lock Support

Then got this:

Daniel
FEB 24, 2012 | 04:46PM EST
Hi,

Thank you again for sending in your Verification Docs. They have been reviewed and your account verified.

Lock has taken over withdrawals for an enhanced player experience, as we are completing payouts at a faster rate. To request a payout, please follow the directions below:

1. For any future withdrawals:

1) Click the Lock Casino tab to launch the Casino in a new browser
2) Click the WITHDRAW button in the Overlay
3) Select the appropriate option from the drop down box and input the Amount.

2. Your transfer privileges have been un-locked.

** Please ensure the address on your account is correct as we cannot be held liable for undelivera-ble check fees.

We appreciate your ongoing co-operation and patience.


Let us know if you have any other questions.

All our best,

Daniel

---
CSR, Lock Support

Last edited by Ssull33; 02-24-2012 at 06:09 PM. Reason: update
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Old 02-25-2012, 01:20 AM   #44
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Re: Account Verification FAQ

Well, congratulations. I guess you are special and I am not.

I haven't received any sort of confirmation or reply email that they got it. It's only been 24 hours. I made sure that all my documents were clear as day too. I'm not worried though. Come monday and they still haven't replied to my email then I'll worry.
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Old 02-25-2012, 01:27 AM   #45
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Re: Account Verification FAQ

It took Lock 2 days and 12 hours to verify my account. They will email you when they do. Email will look like this:
Quote:
Hi,

Thank you again for sending in your Verification Docs. They have been reviewed and your account verified.


1. For any pending checks - Our Withdrawal Department have been informed and any checks will be processed within 4-6 weeks.

2. For any pending E-Wallet withdrawals (excluding US based players) - Our Withdrawal Department have been informed and payments will be processed within 5-7 business days.

3. For transfer privileges - Please email security@lockpoker.com to have this privilege unlocked.


We appreciate your ongoing co-operation and patience.


Let us know if you have any other questions.

David West

CSR - Lock Security
http://www.lockpoker.com/
http://www.lockcasino.com/
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Old 02-25-2012, 02:26 AM   #46
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Re: Account Verification FAQ

Been exactly 72 hours now and no response whatsoever. Also sent an email inquiring if they even received it at the 24 hour mark, and still no peep.
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Old 02-25-2012, 02:44 PM   #47
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Re: Account Verification FAQ

really disappointed with how long this is taking. just got an email back and expected it to say my account has been verified but instead I got this message:

Please type your reply at the top of the email...
Daniel
FEB 25, 2012 | 01:13PM EST
Hi,


I am afraid we will require the 2nd page of your Verification Form that includes your signature and the current date. This is necessary for signature verification and to confirm that you agree to our Terms of Services. You are also welcome to sign and date the bottom of the Form you already sent to us, anyhwere you can find space on the Form is great.

We apologies for any inconvenience and appreciate you verifying your account.
All our best,

Daniel

---
CSR, Lock Support

http://www.lockpoker.com
http://www.lockcasino.com

There is no 2nd page of the verification form so I'm clueless as to what they are talking about. I sent in the verification form, the same one Carbon and I'm sure all Merge skins use. I filled it out the same information I filled out with Carbon so I'm not sure why this is an issue. They also attached the verification form, the same exact one I've already filled out and sent to them. Any help here would be appreciated Rizen.
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Old 02-25-2012, 04:35 PM   #48
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Re: Account Verification FAQ

Sent in Docs this AM.....we'll see how quick this shiz happens
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Old 02-25-2012, 07:58 PM   #49
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Re: Account Verification FAQ

lol still waiting. been 4 days now and no word from lock at all. even sent them 4 total follow-up emails (2 to support, 2 to security) yet no response. wow i thought lock had good support....
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Old 02-25-2012, 09:41 PM   #50
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Re: Account Verification FAQ

Quote:
Originally Posted by MrTaylorSwift View Post
Sent in Docs this AM.....we'll see how quick this shiz happens
Might not be til Monday is what I'm guessing. Feels like no one is getting any response from support this weekend. Also noticed on the lock website that the "24 7 Live chat support" is offline. What a joke, lol.
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