Can someone let me know or shane do you have any info?

over/under 37.5 days

lol, c'mon now

The over is a safe bet

I havent been given updated timeframes yet, Im assuming the cashier team wants to see some actual numbers before they reset the timeframes.

how about a timeframe on the payouts people have already been waiting on for weeks?

I know they are in ahead of all new transactions but I havent been given any exact timeframes on those either.

well maybe you should work on finding that out. i was told 5-7 business days a month and a half ago, after the rejected/resubmitted nonsense. if you and no one else has any useful information, then what is it exactly that you do, and how can i get in touch with someone that's actually useful?

Shane, you have to know how ridiculous this has become. Your company owes people going back to September. I've been waiting for my WU since October and it's now January.

This is no longer a delay, this is a crime.

Lol lock is clearly broke or chose to rip all the us players off. Clearly one of those two options..
Funny they have a madeup liscense out of curacao which is impossible to conatact...
Shane cant get answers yet he is the one in charge of all of this..
Howc about the CEO Jennifer larson makes One statement so the players can rest easy...
Her and shane tickling eachothers taints all day doesnt speed up our payouts..
WE WANT LARSON TO GIVE OFFICIAL STATEMENT NOW!!!!

jennefear larson i fear asll ur money is gone

I've had sender info for 11 days now. I sent an email to support, stating that other people have said they've gotten MTCN 4-5 days after the sender info populated, and that since they've reopened the WU option, perhaps they could get those of us that haven't gotten our money from OCTOBER paid? Sighhhhhh.....

Response:

Hello Allie,

Thank you for your email.

It usually takes a few business days to get the MTCN once the sender name is posted so you should not be waiting much longer. Thanks again for your continued patience.

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

Kind Regards,

Geri

I emailed them today too Allie, but all I got was the below, exact word for word, email that they were sending me back in November.

"Hello poguemahone,

Thank you for your email. I have forwarded your email to our Cashier department who will be in contact. However I would ask you to bear in mind that due to the nature of the inquiries they deal with our Cashier department’s response may not be as quick as our front line support. Thanks in advance for your patience.

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

Kind Regards

Chloe"

This is my worst experience with a poker site, aside from FullTilt. Actually if I never get paid then it will be exactly the same as FullTilt, without the big tournies and lots of fun lol.

Since it seems their governing body of Curacao doesn't respond to complaints, our only recourse is to continue to get the word out to forums, news media and players at the tables.

This site has done some serious shady things and continues to operate with zero consequenses. To name a few:

1. Girah scandal
2. Affiliate complaints of non payment
3. Withdrawal issues going back a year and getting worse
4. Money mysteriously disappearing due to a "glitch" and some players got refunded after complaining, but no official statement regarding one of the worst things that can happen with poker software, money shaving.
5. Players accounts locked with no explanation.
6. Completely useless support that only cut n paste responses, when they actually respond.
7. No Ipads sent out for months and ridiculous excuse given
8. A site rep who is simply here for damage control, who no longer even bothers. David Brenes, FTP Doug and Baghdad Bob come to mind.
9. Continuous site disconnections

The list goes on and on

I'm not playing there anymore and would really just like my money. I get that US facing sites don't have it easy getting us money in this climate, but I AM getting money in very reasonable time frames from other sites. I'm also a bit annoyed that they've reopened the WU option when so many people are still not paid for months now...

I dont know how to respond to this without appearing to pass the buck, so Im just going to answer each point honestly and you can take it as it is.


1. Girah scandal
I would happily accept full responsibility for this mess if we had any control over the security team that was investigating that situation. Our overall handling of the situation could have been better, but with the investigations and policing of the play completely out of our hands, and then those hands tied removing the ability to make any real statements there wasn't much we could do.

2. Affiliate complaints of non payment
No affiliates have not been paid. There was an affiliate with a complaint about being charged the full amount of the fraud his players brought in though. This was eventually settled with him getting paid for all the play including the fraudulent players.

3. Withdrawal issues going back a year and getting worse
There have always been bad patches in processing, every site has faced it at some point. But you are always measured by your worst, so no hiding from it this ones on us.

4. Money mysteriously disappearing due to a "glitch" and some players got refunded after complaining, but no official statement regarding one of the worst things that can happen with poker software, money shaving.
The 'glitch' was explained. It was a slow server that wasn't passing over player funds to the cashier server. No funds were lost every player got their funds.

5. Players accounts locked with no explanation.
Player accounts are never locked without explanation. Players are informed of investigations into their accounts and kept updated. Strangely we currently have 2 very different threads going. One is a situation where a players account was hacked and we are accused of not locking accounts enough there. The other is a situation where an account is locked pending a fraud investigation, of course in that thread we are accused of locking too many accounts.

6. Completely useless support that only cut n paste responses, when they actually respond.
I have to defend support here only because this only relates to the cashier. Yes the processing responses they give are often canned responses, but thats the only information they have so thats all they can pass on. Im yet to see great complaints about general support matters since the expansion of the support team.

7. No Ipads sent out for months and ridiculous excuse given
Ive explained this elsewhere, players look at this as a case of us just popping down to Apple and posting out the iPads. With the volume involved this just isnt practical. (I should know since I started the first comp points store on Poker.com and completely ran it for a couple of years including mailing by hand every single item) So like most sites the rewards stores are now handled through companies that specialise in this kind of thing. Unfortunately with the popularity of Apple products bulk buying is problematic with Apple usually avoiding committing large numbers of products to singular outlet as we learnt the hard way with our promotion through TheNuts.

8. A site rep who is simply here for damage control, who no longer even bothers. David Brenes, FTP Doug and Baghdad Bob come to mind.
If questions can be answered and players can be helped then Im responding. But Ive been here long enough now to know when a thread is filled with loaded questions that are just setups for flame wars and if Microbob has taught me one thing, its that sometimes its better to hold your tongue rather than fan the fire.


9. Continuous site disconnections
This is of great annoyance to us to. Stability of the software is vital, the network devs continue to assure us that they are solving the problems as they arrise as quickly as possible and working to improve the overall stability moving forward.

#5 made me LOL. Funny cause it's true?


Also.. wow, thanks.

having a bad patch in processing doesn't excuse giving customers misleading information about when they can expect to receive their payouts. do you not understand that if you tell someone to expect to receive money around a certain time and it doesn't come until much later that it causes a lot of problems? is lock completely ignorant of what goes on with their payouts, or do they just lie to their customers?

The problem with the information is we arent the ones generating it. We are ultimately accountable since they are our cashouts and we are delivering the message but the source of the message is the processor.

If you enquire how long your cashout will be the cashier team will look at the time its taken so far, if its within the current projected timeframes they will give that answer (ie 7-14 business days for WU)

If your cashout is outside the current projected timeframes, or close to the end of those timeframes they will contact the processor for an update. The information you receive in that case is what we have been told.

Thank you Shane, I appreciate your responses.

I'm sure everything that has gone wrong or appeared to have gone wrong can be explained. It's just that when you start only seeing negative about a site, the site isn't paying you and giving you the runaround, the rep goes silent, you begin to question everything.

Especially those of us that played on FullTilt, we've seen these exact things happen before and it's still not resolved for us. I know you're not FT, UB, pitbull, everleaf, etc... but you must understand the general fear and mistrust that a lot of us have.

Thanks again for answering questions, if anything it does instill a bit of confidence.

If you don't have direct knowledge of what goes on with payouts, and your processors regularly give you bad information, then you should let people know that you have no idea up front instead of giving people optimistic time frames and then going "whoops, not our fault" when the information you give your customers is nowhere close to reality, over and over and over again.

also, my payout has been outside of that given time frame for a long time and i've never recieved any update other than "sorry, we'll try to have it soon". when you just tell people the same thing over and over for weeks and give them no actual information, that doesn't count as an update.

also, i'm curious as to what lock does for people that don't post on these forums, don't email customer service, etc. when payouts are much later than advertised, are you ever proactive in contacting people and letting them know what's going on, or do you just hope they don't notice or don't get mad and only deal with the people that do?

Shane I also appreciate your responses to these concerns but ive seen you post a couple of times for us "to email you cashout info for you to look into" and in my case when I did email you a couple of weeks ago, I never got any type of response.

Shane I appreciate your responses. Would it be fair to infer from your statements that recently lock has had horrible processors? Are you guys planning on firing these processors and hiring new ones?

Occasionally emails get spam filtered, what does your email address start with? I will dig through my logs and look for your email.

dja_son...I'll resend the email.

The responses are nice, but they're just damage control. Unfortunately, nothing Shane says will help any of us receive our money faster.

He knows it, we know it, everyone knows it. I've already gotten PMs from various veteran members of the forum as to where else I can take my money. When I actually do receive my funds from Lock Poker, I will definitely be taking my money elsewhere.... as should everyone here who have waited months for their cash.

No hate on Shane, but it's just business.