So you are seeing strong indications that your new cash outs are 4-5 weeks?

Okay. So let's discuss your June WU US cash out requests. That way no one can draw any conclusions from a small select sample size to extrapolate anything to compromise confidentiality. We are just talking about golf balls anyways!

So how many golf balls were requested in June?
And how many met that 4-5 week estimate?
What was the average time?

You knew that it wouldn't clear up, but your boss was telling your pros otherwise.

Those estimates have been consistently wrong for the last 8 months, so maybe you should wait until you see an actual result before you continue making promises that you can't deliver on.

I'd love to see your company live up to this and I'd be most impressed if you do.

I understand that you are trying to apply your real world experience to this situation, but you simply cannot carry standard business procedures over to processing US online gaming payments.

Im assuming you are looking for a way to speed up the process with your line of questioning as if there is something in the process that can be changed to make these cashouts go faster. The problem is that the only thing that can make these cashouts go faster is more available volume for processing on each option. The battle is we constantly want to add more volume but the processors are always trying to reduce volume , this isnt an open market where they can keep processing more to make more money eventually they will end up in the same place as Chad Elie if they dont properly manage their risk.

So say you request a WU today, security will review it when it gets to the front of the security queue, if your account is in good standing they will approve it and pass it over to the cashier team, they then add it to the processing queue, then when the cashout gets to the front of that queue it will be sent to the appropriate processor which is when you will get the senders details, and then finally when the response comes back from WU themselves you will get the MTCN.

Now to simplify it and imagine a world with only 1 WU processor, and say your cashout hits the WU queue after being approved and its number 20 in the queue. The 19 cashouts before you add up to $950,000 and the processor has been processing $500,000 batches every week so you email in and ask for a time and the processing team uses that information and tells you it should arrive in 2-3 weeks based on them most likely getting you in the second $500,000 batch from that date. But after that batch the processor informs the cashier team that now they can only process $200,000 this week so now the timeframes have changed. This is the problem that is faced week to week processing US payments.

If your method of processing cashouts is as you detail here, can you explain why some people seem to get bypassed for weeks or months while others who requested cash outs after them get paid?

And this is with no communication from the site to the customer. If the security team requires proof of identity or whatever, wouldn't the security team contact the customer to request whatever they need to approve the cash out?

It seems to create a lot of ill will (and I don't blame them) when people who are waiting double and triple the quoted time for their money see people who requested a month later than they did get paid.

Is there a priority list for the people on the priority list? After five months you could at least make me feel pretty while doing me dirty.

Shane can you give a concrete timeframe on how long it takes to cashout by:

Western Union for US customers?

Check for US customers?

I actually would like to play on Lock but if I don't know how long it would take to withdraw, I can't play on your site. I don't understand why you guys have so much trouble first off establishing a timeframe for withdrawals and then delivering within that timeframe. All of your competitors intertops, america's cardroom, etc. establish a timeframe and then deliver within that timeframe.

See http://forumserver.twoplustwo.com/sh...89&postcount=9

You have to move through request, verified, completed before the cashout is pushed over to the processor. So why does it take 2-3 months to move from requested to completed. It literally should take a few days. Now I am talking about simple, no chip dump, non p2p transfer cashouts for under $1000. Why are these taking months to complete before even getting to the processor?

Do the processors commit to processing a minimum and maximum volume for you on a weekly basis when you sign up (hire them)? Can they tell you- Sorry we can't process anything this week or is there a bottom line minimum?

Shane, could you perhaps elaborate why other poker sites that cater to US customers don't seem to face the same processing issues Lock does?
Moreover, could you elaborate why a site such as Intertops, that operates on the same network as Lock and is roughly the same size, has skrill cashout times that are < 1 week when people are waiting up to 3-4 months on Lock?

Intertops is between 1/4 and 1/3 the size of Lock.

Well shane you sort of skipped over the first question.

Great, but the rest of the question remains unanswered. Also, I wasn't talking only about intertops.
These kinda answers, shane, are a large part of why I decided to start this form of Q&A. All answers like this make me want to do is snap spite-include the question in the next round of Q&As

Shane Lock has shown it can process cashouts fast (cardschat) if it wants to. Why not just do that for everyone and get caught up?

He may of put a stop to that, no one over there has posted a cashout for a while now. I take that back someone did report 2 cashouts today so my bad

And Bovada is 4x the size of Lock.

They do face the same problems, one has recently lost all Skrill processing and another all WU processing.

That said one room in particular has done very well and their growth in this period is a reflection on that.

Looking at the reasons some rooms do better, the main reason is better balance in their player pool. By focussing on ROW player acquisition their processing is made easier as their eWallets have a greater amount of deposits allowing for much faster cashouts through those methods which in turn eases the pressure on their US processing.

The other obvious reason some rooms do better is volume, the processing limits that we run into aren't a problem for a tiny room as they aren't processing enough to hit their limits.

Which leaves us with 2 important weaknesses we needed to address, securing better processing volumes and diversifying our acquisition markets. We have made huge strides in the first and continue to work on the second.

We continue to do that where possible, we have pushed through a far greater number and volume of cashouts for 2+2 posters in the last few months and that will continue to be the case since we get enquiries from a far greater number of players from 2+2.

Shane,

After waiting three months now my cashout has finally gone from "requested" to "verified". What does this mean in terms of time frame i should expect from this point forward? US based check cashout.

I like that Shane.

Can you elaborate this in any way? Obviously you can't give numbers on processing limits but I would like to hear a bit more on what has been done to make huge progess in step one and what markets are you looking at?

Pretty sure #2 shouldn't be to much of a secret unless you're targeting Spain, France, Belgium, Italy.. but we both know Lock wouldn't do that

Its pretty much impossible to elaborate on because it all comes back to giving real world numbers and the processors hate that. But the regularity of batches we have seen in the last 4-6 weeks is the most obvious sign and while I cant say any real numbers we are now processing weekly a great deal more than we were previously. When we finally get to the end of this backlog players are going to be very pleasantly surprised.

Deals are still being worked on so it is fairly secret, but its definitely not any closed off markets we are going into so not those you mentioned.

I have been waiting for my cashout since May 23. 2013. Needless to say this has not only cost me financially but also emotionally. Is Lock Poker aware that complaints have been made to all the U.S. consumer agencies including Consumer Affairs as well as th Justice Department. I sure you are aware that this does not breed confidence in your long term loyal players. Also, I am sure you are aware of the daily dropping number of players on the site. My question is What is the Problem with cashouts (Be specific)? Why can't you use Neteller for you US players like you do for Non US players?
Arthur 726

There has been a great deal of information given in these threads about the current cashout problems.

The reason Neteller isn't used for US players is that they left the US market in 2007 after 2 of their founders were arrested in the US. Here is a news story about it: http://www.reuters.com/article/2007/...68020720070118