Setting this thread up for all things bug and support related.

-Rizen

Hey rizen wats up, in the live chat thing, u should change it because is no more live chat.

When u submit a question it says 8 hours we will be with u, it has been 24 since i send a question.

Also not sure if u guys are having problems with cashouts, i deposit via MB 500$ , and did a test cashout of 50$ about 4 days ago and nothing, kinda freaks me out, emailed support as i said and no answer my sn is "kobebryant17"

Received this mail on June 20:

Hi there,

Congratulations on completing the IPAD2 Bonus! I will ask our Promo Team to credit you the cash equivalent.

Also, don't forget that you can still redeem our Welcome Bonus of 200%. Once you have deposited, let us know so we can manually apply it for you.

All our best,

Anne



Still no cash in my vault!

Tried to cashout, deposited into casino, but cannot make transfers anymore, so cannot withdraw. Received no answer to various mails.

Nick is BlackFridayRules (sorry guys...)

can you both please forward those emails to rizen@lockpoker.com and I'll make sure they get to the appropriate people and get answered.

-Rizen

Hey Rizen---

Why dont you just tell us who those "appropriate people" are since you guys love giving a f***ing run-around in everything you do and say.

hello ok i recently started playing on lock a few days ago and i ran into a problem....i am mult-siting with bodog and i have been problems missclicking my stacks switching from site to site i want to get a tv monitor and setup the boxes somehow although i never did this and dont how do it...my main is on bodog and i am in the process of building my roll on lock but i cant do this without being able to play bodog at the same time...i went out a couple missclicking most of my stack off i recently shrunk my lock games and kept my bodog full screen but i am looking for better way to do this any suiggestions would be greatly appreciated...thank you...by the way love the rakeback and the bonus.. plan on staying with lock for a long time....

Hello I am glad to hear you enjoy playing on Lock Poker.

The first thing I would suggest is to look in the top right corner once playing at a table and click on "full" or "mini" mode and see if you have a preference.

I play multiple tables at once and have found mini mode to be very efficient, in this view there are less things that you could misclick.

Try them both out and let me know what else I can do for you, thanks.

Hey Rizen,

First of all I'm thrilled to see this Lock Poker support forum! Awesome!

Anyway I'm having issues leaving waitlists. I usually jump on every waitlist for my desired limit, wait until I'm sitting at enough tables (usually six to nine), and then I attempt to remove myself from all waitlists. Unfortunately about ~20% of the time I can't seem to get off any of the waitlists. When I'm playing the client is constantly popping up and I have to reject each table individually. I've tried to remove myself from *all* waitlists, tried to remove myself from *all waitlists at limit X*, and tried to remove myself from waitslist via the lobby 'remove yourself from waitlists' button.

I'm running Lock Poker on OS X and using the PT3 HUD if that matters.

I definetely like your side, even that I have to play at night to get some sort of volume as a european. I am playing mostly 12 tables mini-view, and there are couple things, which would make my life a lot easier.

first, when I am taking a note on someone, and the action comes to a different table, the mouse/ cursor goes to the table with the decision automaticly, even before I finished taking the note. this is really annoying, and can easily be fixed, I guess. at the moment I always have a txt-document opened and write and copy-paste my note from there.

second, replace these silly symbol-tags by a reasonable colourcode system as stars or FTP does.

third, the note taking window is just ineffectively used. three-quarters of the space of that window is just used for stuff like adding-friends or tagging players. the actual note window is super tiny, that it takes some effort to read the noote. the total window should be much smaller, and more effectively used. it just pops up, and covers almost two tables while I am playing, so I can´t focus on the action of these tables. I really like to see this to get fixed.

I am using the mini-view. here I find it sometimes hard to see intuitively, that before it´s my turn a open raise and a 3-bet has occured. it leads to misscklicks where I sometimes called a raise, and a 3bet OOP with a speculative hand, and sometimes I actually called a raise, and a shortstacker-shove with deuces, becuase I just didn´t see, that this was a 30BB-shove. I guess, if the bet-sizes wouldn´t be in "white" but in "red" would fix this.

Also, when I am getting All-In, it´s not intuitive, that the all-in-call button is on the same spot, where the normal call button is. so when the action comes back to me, the table doesn´t jump into my eye intuitively, as it normally does, when the normal call- fold buttons appear.

replayer would be nice, but you guys seem to work on that.

I hope I could help you with that. but again, I think you´re on a good way.

^These are excellent suggestions.

I also have this issue.

Yes.

Yes.

Yes.

Hi Rizen,

wrote the support like 3 emails but i got no answer?

What do I have to send in to verify my account for withdrawls and stuff? (id,adress etc.) for poker
Thanks

Hello sir, if you log into the Lock Casino, please click on the "Account Summary" tab. Once you do this on the right hand side there is a place to click on "Authorization Form." (This is located right below your contact information)

I advised you to withdrawal through the Casino because that is the fastest way to receive cashouts if you are a USA player.

Also, I believe it will require a form of ID and another form (bank statement or utility bill, etc.) that verifies your current address.

Thanks, and please let me know if I can help more.

Thank You!

Rizen,

I PM'd you a while back about how you can lock into Merge from a second computer while on the first, and it just boots you from the first, with no warning that there was a login attempt from a second.

Is support still working on this? It has potential to be a huge security issue.

Thank you.

I did forward this along to the appropriate security team at Merge, but I will definitely follow up on it right now.

Thanks

-Rizen

Hi, I just downloaded the new lock poker patch.* I CANNOT see my whole cards at my table.* Nor can I see my own screen name or type in the chat box.* I can, however, post blinds, see flops/turns/rivers/ and bet/call raise.* Is this a bug??* Here is a link to a screenshot: http://i88.photobucket.com/albums/k1...Screenshot.png This occurs at real money tables and play money tables after the recent lock patch converting to the Cake network.

Key note, it asked me to create my new screen name.* I made my screen name |LampShade|* Is it possible that the error has to do with the fact that my screen name has a | as the first character?* If so, can you please change my screen name?

So I havent played on lock poker for almost a week. Opened it up today and it popped up an updating page. But then it says to check my connection and it freezes. I just heard they merged with cake. Should I just uninstall lock and try reinstalling it?

Just uninstall it

hey i downloaded the site but wont open on my end opens for a sec then closes ban someone please help me

I asked to be switched to the VIP program nearly two weeks ago and got an email a week ago telling me that I would be switched over soon, but it hasnt happened yet. A friend of mine requested days after me and has already been switched, any info on this?

I mailed them around 5 days ago with same question: no reply yet whatsoever.

i emailed them 4 days ago. same question. support must be on vacation.

I've been having and issue with my WU international person to person transfer i sent to Lock today. I've contacted support twice and both times I've been told that the cashier would contact me shortly, but it has been hours and no e-mail from the cashier. Is this normal practice with this site? Take a deposit then not contact the customer when they report that the money never made it to their account. I'm getting frustrated with this site and their support. You know all of these "bugs" and delays in replies are going to be the down fall of Lock when Stars and Tilt return to the US, right? It is very poor customer service when you cannot provide a time frame on when you will be contacted or where the player's money is... This mixed in with all of the "bugs" in the software and connection issues is not good for the site. Players want to be sure that their money is safe on the site on which they play, but as of now I have no confidence in the security of my money on this site. My e-mail and tag are below. Any kind of info besides "someone from the cashier will contact you shortly" would be nice.

rudy572001@yahoo.com
rudedogg25

Bugs hardly mater if you cant make withdrawals. I have at a minimum 40 emails to the cashier regarding a Jan 13, 2012 withdrawal request. It wasn't until i reported it to the gaming commission that it was approved. Still meaningless as I have not been paid. I am certain to keep up the pressure with the gaming commission Curaçao Egaming. My emails are available to anyone that wants to read them. I have to beg for $1300. Very fast to take the money however. Contents of one email as follows:

Hello Patrick:

The last time someone told me 7-14 business days 38 days elapsed before anything (if anything) was done on the request. I Would appreciate it if you would expedite this Western Union as a show of good faith since the delays far exceed any reasonable measure. Further, I don’t want to be forced to continue my complaint with the online gaming commission Curaçao Egaming that I opened up just prior to Lock Poker “approving” my withdrawal. If this is a delay tactic I will use every avenue to make certain the entire Poker community is aware of what “games” are being played here, starting with everyone single email exchange we have had. If I don’t have the control number prior to Saturday I will start my campaign. I regret that I am forced into this. Had Lock been honest about the payment delays this never would have been an issue. Notice I copied the Gaming commission.

I look forward to your response more importantly, my withdrawal.

Andrew

Lock is either going the way of Full Tilt or they are just totally incompetent not to mention bad liars. Better to burn your money than give it to these clowns. At least by burning you can keep warm.