Can you and Jared balance your time at Carbon also, they basically suck in every way...

Looking forward to leaving Carbon and coming to Lock poker...Jared has been a big help to me personally and is pretty much the reason I am coming over.

Much better service. Carbon Poker is down the ****ter and I doubt it will get much better.

How can you change skins?

Rizen,

Given everything that has happened I think I have a right to be brutally honest and expect the same from any Rep of a poker site. I don't have any faith in your "WU might be back in a month" comment without a full explaination of why it was canceled in the first place. We want hyper-accurate details not fluff.

Sign up on another and stop playing one on.

The hard part will be finding someon on Lock to do a P2P transfer to carbon

Can you email me at cdw2008@netzero.com I am out of town at the moment and don't have aim on my iphone

We're discussing a bunch of possible ways to handle this, and this is one of the options being discussed. I promise you that I've been passing along all the feedback on the VIP program as well as the frustration as to not be adding points, there are definitely changes coming.

I've been told we'll have made some sort of decision and try and have it implemented in the next week (quite possibly sooner), if you can be patient that long I think we'll come up with something that will make everyone happy.

If you have A LOT (and by a lot I'm talking like 10k+) points you were waiting to exchange that got stuck, PM me please and I'll see if there is anything we can do on a case by case basis, but I can't make any promises.

Thanks

-Rizen

I will give as much detail as I can, and I believe I have been very forthright and honest so far, even at times when I knew it wasn't what people wanted to hear.

The somewhat simplified version is that as a casino merchant, we cannot transfer funds directly into the WU accounts we use (usually enough to process anticipated payouts), so we use money that people deposited with on the casino side that are still in those accounts to pay out to the poker customers (as well as casino customers requesting that withdrawal).

Obviously, with the checks taking 4-6 weeks on Merge right now there was a high demand for WU payouts, and the amounts being paid out quickly outstripped the amount going in via casino deposits. So basically WU will be an option again once there has been a build up back in those accounts is how it was explained to me.

Again, I'm oversimplifying the process a little bit, but that's the short version. There is no such restriction on our check by courier option, so that shouldn't be an issue there.

Also, please as you're reading this don't interpret this as 'not having the money', obviously we don't leave everyone's deposits in WU accounts, so there has to be offsetting deposits by that method, and it has to be on the casino side where we control it and not on the poker side where the cashier is shared across the entire network and WU withdrawals were never an option.

It's also not a DoJ issue or anything like that, it is purely an issue of ours that will be offered again as soon as we can. Check by courier was one of the options I was referring to a while ago when I mentioned other solutions were on the way, and it isn't the only one in the works.

If you have more questions I will answer them to the best of my ability.

-Rizen

Also just so everyone knows, Ebes12 is a Lock Pro as well and has been helping out. Sorry I didn't mention him in the other post. he has been a tremendous help answering most questions as well, and as a Lock Pro has insight into most of these things and keeps in regularly communication with me.

-Rizen

Rizen,

Thanks for a more detailed answer.

I had a gut feeling it might have something to do with a fund imbalance of some type. Like Carbon type players P2Ping with Lock and you actually ending up with more Lock withdrawals than deposits. Or on same note Lock winning players winning more and withdrawing per say more than Lock losing players depositing. The problem is these types of imbalances can exist for a very long time.

This will be a Lock only option on the casino side.

Thanks

-Rizen

I was told 'in the next week' over the weekend. Using that metric I've told them if it's not available by next Monday I would expect to be dealing with a lot of upset people.

-Rizen

What is the time frame it will take to process
And receive check by courier do you know?

He already had an account on Lock that he wasn't using. He had been playing on Carbon. While you cannot have 2 rakeback accounts on different skin if one hasn't been inactive for 60 days, you can have 1 rb & 1 VIP on different skins or 2 VIPs

GL,
Jared

I would say virtually all of the negative criticism is justifiable. In fact, I would argue that many of you have been more patient than I would be in a similar situation.

Part of the reason I asked for the forum rep duties as part of my responsibility is because I know the 2+2 crowd is a very smart crowd that doesn't put up with a lot of BS and sees right through a lot of the marketing-speak sort of things I see a lot of official reps put out here.

I try and be pretty direct and I appreciate it when you guys call me out on it when I'm not.

That being said I can tell you 100% that EVERYONE involved with Lock knows that there are justifiable complaints and that it is OUR job to do things better and win everyone back over. Right now that starts with the biggest complaints we're having which are timely payouts, timely communication, and making sure the VIP system is both well defined and something players want.

On the payouts side we're trying to use innovative solutions that only we (at least on Merge) can offer due to having a separate casino product that gives us flexibility.

As far as communication goes we're in the process of upgrading our support system to allow us to do a better job of remaining in constant communication with everyone. I realize this isn't a good excuse, but the truth is that the support system we have in place was EXCELLENT when we had a much smaller team that wasn't segregated into groups. Now that we have various groups both locally on Lock an on the network where many of the support questions are kicked up to other groups we've had to add the ability to identify the bottlenecks in support and make sure that people are getting followed up with more regularly. This is why you see varying degrees of feedback on support times for the most part. I've been told we're upgrading the entire system soon so that there will be much better communication throughout the process if we're waiting on another team to get an answer (ie you won't just wait a week with no communication even if a week is how long it takes to get the actual answer, there will be better communication on progress etc).

I don't know when this is going into place as of right now, but part of my role within Lock is to act as an advocate on behalf of the players and what they're wanting, and trust me I'm sure they're getting quite tired of hearing me talk to them every day about how we need to communicate better, and we're definitely coming up with solutions that will improve things.

As far as the VIP thing goes, it's a relatively new issue but I know it's an important one to you all and we're going to have everything more clearly defined ASAP.

I really encourage everyone to continue to be vocal about what they like and don't like about both the product and the service. I can't promise instant results, but I can promise our team takes the feedback I get here (and other forums/e-mails) very seriously and you will see more and more of the ideas I've gotten here going into future updates.

-Rizen