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

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

Thank you, I just didn't want to see them not check on it. I trusted you to pass it along, but I know support can get busy and things get lost.

Couple things i've noticed.

1. The new automatic transfer of funds to the vault isn't working. I sign off and sign in the next day and there is still all my funds on the site, not in the vault. Not that this is a big deal, but I did think it was a pretty good idea a like the security of the vault (where I keep most of my roll)

2. I have seen the vault freeze/malfuntion (for me it kept asking the name of my dog over and over). Also, when funds are transferred, it doesn't show automatically. They always seem to transfer, but never show it on the screen in the vault.

3. Never have received any conformation email regarding cash outs except the automatic one when I request a check.

1) Yeah we disabled it for now. The really short version is Merge has monthly transfer limits on funds for players and the vault functionality counts as a transfer. We're working with them to resolve this but towards the end of last month it resulted in some of the higher stakes players having money locked in their vault which is obviously a bad thing!

2) What broser/OS are you using? I'm aware of some problems in IE I've reported.

3) I'll let them know. I've heard multiple people tell me this now, the two times I've personally done checks by courier I received all the e-mails, but I know a lot of people are telling me they haven't been.

-Rizen

2) What broser/OS are you using? I'm aware of some problems in IE I've reported.

Windows Vista (unfortunately) with internet explorer. This problem only happened to me once out of like ten times though.

windows xp sp3 Currently in 11$ deep stack plo8 mtt. Some of my hand histories are not showing my cards or my opponents cards.(even hands I win or hands that go to showdown)

Also, when you have a full grid open and you are asked to change tables it is very very frustrating. When you accept the table change it opens the new table on a seperate grid. Which you have to restore then detach then readd to the other grid. This is very frustrating/time consuming when youre playing alot of tables and have little time to act.

How many tables are you regularly playing at once? You can probably tile them just as easily without using the grid. Then when a new table popped up you could just make it the size you want and move it, I imagine that would make things a little quicker and easier for you with less clicking on your part. I understand this might not be ideal, and we can send in a report to the technical team but in the meantime this might help. I play a ton of tables at once so if you need further help, PM me and I will help as much as I can.

For some reason PT3 isn't working correctly, the HUD isn't popping up, and it isn't calculating it as a session

Why is the ledger history page no longer showing the tournaments that I played?

I'm having some PT3 issues as well, started about a week ago right after an update, i'm assuming PT3 will come up with an update to fix it soon but I haven't seen much on their forums.

-Rizen