.

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More vague nonsense. His answer to Question 6 is that now that they've got their checks working much better, WU is easier to manage? HOW IS THAT EVEN REMOTELY TRUE?! If you got your checks working better, everyone from a while ago should have received theirs. The fact that THAT backlog hasn't been even remotely completed, means that you HAVEN'T gotten that on track. What a joke.

And since EVERYONE can still see that you've got problems addressing your entire check backlog, NO ONE trusts the checks. By stating "Now with checks working much better the WU load is far easier to manage" you are stating 1 of 2 things:

1) The amount of WU withdrawals are overwhelming, to the point where you have to convert WU withdrawals through your checks system. Problem is, you haven't even cleared out the check backlog, as players from a WHILE ago still haven't received theirs. So in essence, that line is also growing, and will create a bigger backlog there as well.

OR

2) More people are now relying on withdrawing via check because your WU isn't working. But how can this be true when there is NO trust in your check system right now. No one is feeling any more comfortable withdrawing via check than WU. In fact, most people would prefer WU because it SHOULD be faster.

Saying things like "now with checks working much better.." is such crap. I'd certainly hope things are working better than when they were at a standstill. Wouldn't ANY improvement constitute as "working better"?

And guess what? When you abuse the financial institution with which you are OD'ing check requests through, that's going to be a problem as well. They have limits as well, as one can only assume through common sense. I have absolutely zero faith that current and near-future withdrawal times will be 4-5 weeks in total. Lock has provided me with absolutely NO reason to feel assured of that. In fact, they've done the exact opposite.

Hi Shane,

Thanks for explaining the old cash out and wait times. But, here is my question for new cash outs:

Do you plan to update these estimated times and when do you plan on doing this?

1- Yes or No on updating the estimated cash out times
2- WU cash out times now run XX weeks from request to CIH.
3- Our live reps have/do not have these new cash out times and we will be updating this information on xx/xx/20xx

Feel free to weigh in on current experiences, time frames, and volumes.

This Q&A is good in theory but Shane isn't even answering the questions.

I requested a WU on 6/13 (which is fairly new) which will be 6 weeks tomorrow and its still just requested. I also have a check request 3/6 (4.5 months) that I haven't received yet either.

Shane should just say: Old cashouts are terrible and so are new ones.

Really? Because Lock Live Chat is claiming WU cash outs take 4-5 weeks. And you are already at 6 weeks and still in the request stage. It seems like you have to move to the verified and a few more stages until you get to the processed stage. That seems to usually take another 4-10 weeks. My math maybe a little off, but that would be about 16 weeks from request to CIH. Amirite?

So you have no problem continuing to lie to your customers about expected wait time for cash outs, and will continue to lie until this mythical future in which Lock is not Lock and is actually a competent and functional company.

Good to know.



BTW you aren't achieving any significant improvement that the customer base as a whole has been able to see so far. So it's pretty patently absurd to say that the amount of time people are waiting isn't actually indicative of what you can achieve. Because, you know, that's what you're actually achieving in real life - whatever fantasy world Lock has constructed of what they could do doesn't matter a single bit if it doesn't translate into reality. If you can do better, do better. Actions speak louder than words, and it seems that people join the backlog as quickly as you can clear any of them.

I have a friend that has requested a cashout about a month ago, still requested, and another like 2 weeks later. What matters is now, not some what if bs, that your gonna try and pull out of your a$$. Telling customers 4-6 weeks is an out right lie to your customers. Your average cashout time takes 12-16 weeks on average, roughly 3x more then what your are falsifying.

Im saying we now have 2 cashout options serving the one market instead of one, this flexibility helps greatly. If the WU processor tells us this week we can only process a certain amount and its lower than we need we can move some of those cashouts over to check instead of them just having to wait.

The concept of better meaning that the entire backlog is instantly gone just isnt realistic. With the limits in place across our processing options its simply not possible to clear the entire backlog in one hit. But with the increased options we have we are better equipped to clear the backlog.

In your best opinion Shane, what is the current rate of incoming withdrawal requests vs. the rate of outgoing payouts? Is Lock paying out MORE withdrawals on a weekly average than they are receiving requests? If so, (and my goodness I'd sure hope so - considering you already have an immense backlog), can you give a % difference? Are you paying out weekly 50% more withdrawals in # and/or $ totals than you are receiving in requests? I know you say this varies by week, but if you have any financial advisors, which I'd be shocked to learn that Lock didn't have, this is a basic necessity in estimating a future break-even point in regards to your backlog clearance overall (combining all payment methods.) It's actually not all that difficult to predict when knowing the actual numbers, including predicting future average monthly "new" money deposits, obviously considering a % error.

In essence, when does Lock PREDICT to clear it's entire backlog and be up to date in withdrawals? By January 1st, 2014 (5 months)?

I asked something similar to this of the cashier team recently, they didnt give me any specifics or percentages they only spoke in general terms and assured me they are getting caught up.

No prediction on the entire backlog at this stage, but if their current cashout times hold up then it should be well inside the 5 months you suggested. If a cashout today is going to take 6 weeks, then all the existing backlog needs to be cleared before that date for that cashout to arrive. Realistically this is a question that needs to be addressed every couple of weeks.

Wait wait wait. That bold sentence above clearly says that in order for a cashout requested today to arrive in 6 weeks, that the entire backlog would need to be paid off. Yet, you JUST told me that you have no idea how long it will take to pay off the current backlog. Yet at the SAME TIME Lock is assuring people that withdrawals take 4-5 weeks.

That is some contradicting stuff.

So let me get this straight again... you have no idea when the backlog will be cleared, yet the entire backlog has to be cleared before paying new requests, yet you tell new requests that their withdrawals will take 4-5 weeks (which is an extremely unrealistic timeline for clearing the backlog). Yeah okay.

Could you get a percentage of the backlog that is cleared? Not amounts, but a percentage as amounts would be confidential



Yes. I had to read this a few times and I still don't get it

- Your team is giving new customers pretty definitive cash out times WU 4-5 weeks
- You have to clear your existing backlog to hit these estimates.
- But your existing backlog is not clear and it could take maybe 5 months. Longer if the unforeseen happens.

I could be misreading (if I am, please feel free to delete this post later), but it sounds like you're saying that if you ignore the big backlog of cashouts that have been waiting for several months, that you can start to hit a 4-6 week target with new cashouts.

So you'll tell people cashouts are 4-6 weeks based on the above?

So basically, there's no realistic scenario where anybody can be told by support that their withdrawal will take several months, even though it's taken many people several months for most of 2013?

Please respond to this Shane.

this. it makes no sense

What Im saying is I dont have an exact timeframe for the backlogged cashouts. These players have already been disappointed several times and the cashier team is no doubt expecting timeframes similar to 7-14 days for many of them, but if they miss that then they are setting themselves up to further annoy already annoyed customers.


Definitely not ignoring the backlogged cashouts, they are just avoiding specific timeframes for these customers since these customers have already had several timeframes not met.

I mean then maybe you should avoid giving any time frames to any customers right now. Since you don't want to annoy them.

Because they are misleading, whether Lock wants to acknowledge that or not. But promising payouts in 4-6 weeks and then having people wait 10+ weeks probably pisses them off more than "your cash out will be processed as quickly as we can. Recent events have created a significant back log of cash outs, so we cannot give you a specific time frame. Your patience is greatly appreciated."

Like I get that customer service reps can only say what they are authorized to say - so who in the company is doing the authorizing, and what particular drugs is that person smoking? Or, in perhaps a less humorous way, if there is a person who is largely responsible for customer communication (with regard to cash outs and everything else), why, when people are screaming that your customer service is abysmal, is that person or persons still sticking with the status quo?

The back log can only be cleared as quickly as it can be cleared. But communication with customers could improve TODAY if Lock wanted. So the logical conclusion is that they don't want to, or that Lock is so incompetent they can't figure out how to do so. Which is it?

No, you clearly said that Lock can't pay new requests until the backlog is cleared. We ALL know that the backlog won't be cleared for a while, as we've all been monitoring the situation. So wouldn't we all infer from that - new requests will take a while too?

In your words, new requests as of today should take the same time to receive as it will take to clear the entire backlog from today dating back. Unless you can GUARANTEE, which again we've been given no indication, that Lock can clear it's entire backlog within the next month, then this is more stringing players along.

Honestly, no one cares about intentions or hopes. They care about results. We need to see consistent results in order to trust withdrawals. People were ready to at least forgive and begin re-trusting with all the past promises about things returning to normal in June. 2 months later, it's gone from 6-7 month wait times to 3-4? And believe me when I say, that's a generous assumption that you're even at 3-4 months on average.

And if you truly believe that the instances reported on 2+2 are not indicative of Lock's overall payout situation, I truly believe you're delusional. Many players on here are your highest rake accumulators. There would be plenty of people running in herds to buy up Lock at $.30 on the $1 if they could receive cashouts even in 4-6 weeks consistently.

The bad cashouts here on 2+2 are real, they happened. But they aren't a product of our current situation they came out of a situation where our processing options weren't up to scratch.

The old cashouts are indicative of how bad things were, not how things actually are now.

My WU cash out is close to 20weeks.

No worries i just got a generic email saying how they are having the same kind of delays that we going on 2.5 months ago when they said i should have my money soon.

Move along nothing to see here just another person getting jerk around by lock support.

If those players still have not received their money (keeping in mind they are a part of the backlog), where is the indication that the entire backlog will be completed? And how is it acceptable to tell players who make new withdrawal requests that it will take 4-5 weeks? In essence, you are therefore declaring that all backlogged withdrawals will be paid off in the next 4-5 weeks.

How else would new withdrawal requests be paid in 4-5 weeks? Furthermore, if you pay new withdrawal requests before paying off the entire backlog, how is that even fair to those players waiting from several months ago? The answer, in short, is that it wouldn't be fair at all.

There needs to be more clarity, regardless of the difficulty Lock sees in doing so. If Lock cannot set specific dates or realistic time frames that players can hold onto, then Lock has not made the progress they claimed they would.

Shane why did you ignore my questions(s)? Why won't Lock fix their communication with customers, which is something that at least is fully within Lock's control, as opposed to cash outs which are subject to processor restrictions?

Shane,

I don't think I am getting it.

- Your team is giving new customers pretty definitive cash out times WU 4-5 weeks

- You have said that it is critical for you to clear your existing backlog to hit these estimates. You estimate the backlog to be 5 months.

- You have said that this backlog affects your new cash outs.

- Your existing backlog is not clear and it could take 5 months or longer to clear.

- So how can NEW cash outs take 4-5 weeks????

Did Shane estimate the 5 months time-span? Wasn't he just picking up from vindictive27's question?

I read it as Shane being told that new cashouts should take 5 weeks, and as outstanding cashouts have to be cleared first, they will be paid within about 5 weeks; on the current information being received from their processors. (He has explained that the processors could change the amounts they will handle, at very short notice.)