Shane, I think it would be incredibly polite if lock might actually respond to the emails of these awful issues of customers who are freaking out. I think it is very rude that they do not respond. I think it is really rude for you to suggest that the customer needs to contact you in a polite manner in order to receive reasonable answers about the $6k that your business has been withholding from him.

Please choose your words more carefully. In that situation, that was a pretty bad and unprofessional thing to say.

Yes, you hold all the cards and all the money and if you don't want to reply because a customer trying to find out about his money doesn't approach you in a way that meets your standards then you can simply not do so. No need to remind us. Your email support has sent that message loud and clear.

customers sometimes freak out about bounced checks. It is up to lock to actually do something about that...instead of blowing them off. Get it?

I am currently owed $4930. I have two checks that were processed 5/16/12. And it took two weeks for those two just to get processed(so been 6+ weeks now and have not received). And to add to that the last check i got bank told me was no good/account was closed and have yet to receive an email response from lock regarding that no good check(2 weeks ago, 10 emails later). I hit up Rizen on fb and he told me to send him all my info thru email....confirmations/emails/etc.etc. I sent him all my info two days ago. I received email back saying he forwarded my email to the ceo? I don't know exactly what that means or what this will do. ...But i have a feeling nothing. At this point all i'm trying to do is get my funds back into my lock poker account from out in limbo land. Really doubt i'm ever getting to see this $5k

Lookout, I think you will see your money fine. Lock needs to step up their customer service game and stop being so terrible at it. But unfortunately in today's online poker environment, the occasional check processing issue will happen sometimes. Lock certainly should be more forthcoming with answers and also tend to their customers' needs much better. And that involves not telling them to contact them politely when they have been doing a poor job.

Do better, Lock. Please.

OP: I hope you get paid.

You're lucky if you can even get a response from Lock support or Shane. I would celebrate if they would send a response to any of my messages since January... even a "We are never going to pay you" or a bounced check would be preferable to a vacuum. I was polite for the first 3 months, but that did not help.

Threats of U.S. legal action mean nothing to Lock. They are outside of the law to begin with. It's like calling the police on your drug dealer for selling you oregano.

I really hope all of you Lock supporters are right. I know I have no chance to ever get paid (I'm an affiliate) but it makes me ill to see all the players that are owed money. It is beyond my comprehension that so many of you continue playing there after seeing the hundreds of complaint threads... I guess the action must be epic.

Good luck everyone and may the flop be with you

I'd be VERY surprised if lock actually has player funds segregated.

Exorbitant. - But that's more of a WU issue than Lock.

Thank you microbob, well said.

All the outstanding checks are on their way out, this includes the replacements for the batch of bounced checks.


Would love to look into this, can you resend me the details on your situation?


Our new WU option will actually have 2 free cashouts per month to go along with that new 2k max.


Our customer support has been awful through this time, they have been completely inundated and in no way able to handle the number of requests that have been flooding in. As the problems have eased so have the number of questions and support are starting to get a foothold. On top of this we are expanding our team again since our pre-move expansion really wasn't enough.

As for my request for polite emails it was just to make my life a little easier. When its 3am and I've been at my computer for 14hours straight its hard to keep going when so many of the messages are walls of abuse. Polite emails make my life a little easier and as a bonus they are also easier to read which helps in solving your problems.

If you are really pissed at us try sending me one abusive email to let a little rage out then follow it up with the email about your problem so I can get through everyones problems a little quicker.

Ok you responded to everyone except me. Can you let me know what's going on?

Your replacement check will be coming out with the rest, they started getting sent Monday.

Great news Shane. Thank for you for the update. I like that you said that they've already been sent out, too. People like to see that a lot more than "soon". I will post when I receive.

To be honest thats why there have been so few updates on these, I keep getting told soon but that was never going to cut it, until those checks were actually on their way out I didnt want to say too much.

So everyones getting sent out Monday? Standard 10 days from then? Thanks for your help Shane...Will post when receive

Shane, Thank you so much for the response.

I have sent you several emails just in the last few weeks (and to William & Lock Support), but just sent you another one. Perhaps my emails are going to your junk pile.