I wouldn't cancel them I've been waiting for a month on the poker side as well.

To Rizen and other fellow Lock players:

Oh boy... I just read thru the last few pages of this thread, and it looks a bit grim! Lol! Anyway, I have decided to finally make an attempt at my first cashout on Lock. I am a US player, located in Georgia, and I will be cashing out for a little under $2k. I also have not verified my account yet. So...

1) Is my best option to request a check thru the poker side, or is there a better option?

2) Should I try to verify my account before cashing out, or just initiate the cashout and then provide w/e info they request?

3) When should I expect to receive my manies? 3-5 weeks?

4) Why does Lock not have faster/better/more cashout options? It's been four months since BF. Minted on the Everleaf network has WU as a cashout option, allegedly, and people are getting their money within a few days or less, altho I have not tried it myself yet. Why can't Lock do WU? Cuz it would get overwhelmed? What ever happened to that "cash to card" option Rizen talked about months ago? Finally, I thought the casino side's new "check by courier" option was supposed to help things, but it looks like it's been a fail pretty much so far?

+1

Just wanted to let non US players know. Cashout received via NETeller after 4days. Thanks.

Best regards,
Mike

Hi, thanks for taking an interest.

Well it has been resolved, but that's because I also emailed Merge and neteller and Merge were able to tell me that there was an issue with with neteller who were rejecting the cashout "for security reasons" and had locked my account to "protect my personal info etc etc" (turns out I had to do a security update).

If Merge knew that was the reason though, is it fair to assume that Lock did too? "unknown reason" really wound me up for some reason!

Lock have never even acknowledged my email which is really not good enough, yet they reply in literally minutes if you're having trouble depositing. It doesn't give a good impression I'm afraid.

Thanks again Rizen, but the basic customer service at Lock needs to improve a lot without you having to single handedly sort everything out.

Cheers.

gl.

Frankly, its getting absolutely ridiculous. The communication between Lock and its players is horrifying.

The only lifeline between players has been Rizen.

I'm sitting at five full weeks right now, with emails one and two weeks ago saying a check will go out in the next batch.

Support..just does not answer emails. You might get lucky if you use the live support option.

Here are my responses after Rizen directly contacted support.

Elle
AUG 25, 2011 | 02:09AM EDT
Hi there,

Our Cashier had informed me that your payout has been Authorized and will be included in the upcoming check batch. This should occur within 7-14 business days.

Thank you so much for your patience.
All my best,

Elle

Elle
AUG 30, 2011 | 04:50PM EDT
Hi there,

There has been an increase in volume in the Casino Cashier which has caused some withdrawal delays. But our Cashier had informed me that your payout has been Authorized and will be included in the next check batch. Thank you so much for your patience.
All my best,

Elle

IT HAS BEEN 5 WEEKS and still nothing.

So to recap. We were told timeline would be 3 weeks or so...well beyond that.

I've received 0 responses from support unless Rizen has directly contacted support.

Cash to card has never come to fruition.

The casino is not faster even though it was supposed to be.

Oh ya, is Elle the only one working for lock?


-beyond frustrated

For all things related to the poker cashier we ask Merge. While I have no idea if they ever told us so I can't say if we knew too or not, I would be surprised if we had been told but hadn't sent the response to you.

Thanks

-Rizen

1) poker side

2) I would verify before cashing out, it usually takes ~48 hrs and if you wait for them to request it could set you back a few weeks if your cashout gets rejected.

3) 4-6 has been more accurate

4) We do some WU on request, although we are limited by the merchant on how much we can do (I believe the max is $850, although it might be $750). We try and reserve this for people who have been waiting a while for checks because last time we opened it we were overwhelmed and it created more problems than it solved.

Not sure if you read through the entire thread but the 'check by courier' did help things A LOT when it first came out, and it was somewhat of a 'band aid' solution at the time since network payouts were taking so long. I was told this morning we're getting some new things in place so sometime in the next 7-10 days casino side payouts should get back down to under 3 weeks.

As far as 'cash to card' goes the processor we were using for this kept pushing the date back further and further and separate from cash to card the processor started having issues with another payout method they were using with another site. We lost confidence in them and are searching out other solutions right now. While I understand that everyone wants things fast, we must make sure that first and foremost that they are reliable.

From what I'm hearing checks should improve a lot in the next week to week and a half.

Thanks

-Rizen

Hi Rizen:

I recently received my cashout check from Lock in the mail. Relieved, I deposited it into my bank account, only to have the check chargedback a week later, plus an additonal $10 fee. Obviously, I am now very nervous of the circumstances...

I will not mention the maker of the check, as you asked earlier in the thread, although I would like to so that I can warn others who receive checks from this maker.

I have sent a few emails to support and obviously have not received a reply. I recently emailed rizen@lockpoker.com but wanted to share my dissapointment on the thread as well...

I emailed support a couple of days ago asking when the next batch would go out and she informed me that the cashier told her that it would go out sometime next week fwiw. Lets just pray some of us get our money before the DOJ seizes processors and what not

I'm waiting on a response from the questions I asked you via e-mail and then they'll look at it ASAP.

-Rizen

Been waiting 10 weeks for my cashout now

Lock didnt give me an option to withdraw from the poker side at all (even though i deposited on it), so i deposited again using my card on the casino side, and then they wouldnt let me withdraw back to my card or use a check, moneybookers was the only option they gave me

Just wondering on here if anyone actually ever received money from a moneybookers cashout? (pref EU), for the past few weeks support has just been repeating the same email to me "I will message the cashier to see whats happening", then nothing happens.

^^^^ You've been waiting 10 weeks for a cashout and you're NOT from Usa?

Just req my first check.

BTW how do I go about getting the $15 refunded for the check cashing fee?

Pls PM or e-mail me the info. I talked to someone last week from the EU who got his MB in ~4 days. I've never even heard of 10 weeks, i'll get the people involved to get it at least answered quickly.

-Rizen

I just moved to Canada and I'm trying to pull some of my money off lock into my MB account that I just opened. I tried making a small withdrawal which did not work because I have never deposited with MB before. So I deposited $10, which worked.

Then I made a large cashout request, which is still pending. I know that on some sites you have to play with your initial MB deposit and wait 24 hours, but I don't know what locks policy is. Just wondering if I have done things correctly and if I should expect a fast withdrawal now that I live in Canada.

To anyone who may be interested:

I deposited initially with Neteller and once I'd verified my account with Lock and sorted a problem with their (Neteller) security (I needed to update my security info and nobody told me), I was able to withdraw back to it pretty quickly. Was only a day or two from my requesting the cashout to it hitting my neteller account.

So if you live in a place where neteller are still allowed to operate, it might not be a bad way to go....although saying that I did then get pretty raped in fees by neteller when withdrawing to my bank but you can't have it all I guess. If you want to then redeposit elsewhere or back to Lock you'd be laughing though.

GL

Hi Rizen, thanks for the reply, im the guy who said i was ignored for a month until you got a reply out of them, every week i ask them about it and they just send the same reply something along the lines of "i will forward this to our cashier urgently" My email is XXX im sure you will be able to find the old emails. Thanks.

7-31 Cashout
8-25 Approved
9-9 Still authorized/not recieved(2 days short of 6 weeks)

It's not a good idea to post your email publicly. You are asking to be spammed and now hackers know what email address to hack at. Hope you have good passwords and security questions.

I have a check cashout request from the casino side on 8/3, but it is still in "Request" status.
I got two checks from casino before. Both arrived in 3 weeks.
Does anybody have a cashout request earlier than 8/3 but not approved?

I have a check from casino side still listed as requested. Rizen, why is this and why are some who requested a week after me getting their checks? Is it not first come first serve?

Casino
8/2 requested
8/25 authorized
Not received

Seems like they haven't been sending checks out for weeks.

Rizen, could you possibly get an answer on when exactly next batch will go out?

Thank you

i requested a check on 8/1 and received it a week and a half ago. i do have a cashout from 9/1 that is still pending though.