What about the cashout problems. I seen someone else in this thread say it but didnt get a reply.
Seems cashouts go to back of the pile.

I think your best and quickest cash out method is in p2p transfer thread or the market place. Just my opinion.

I emailed rizen on friday about my vault being opened and he replied at 9am monday morning ...and now my vault has been opened. Looks like support is finally up and working properlly

Thanks Rizen

EXCITING ANNOUNCEMENT!!!

Lock support actually responded to me. Didn't answer my question and only said they forwarded it to appropriate department who will be in touch but probably not right away. But at least I have personal experience in knowing somebody is actually there which I find very exciting.

I'm not sure if they will actually get back to me and answer my question. But I'm pumped at having received an actual reply. Yay!!!

Thing is, this is kind of support always does and should do... sendng the issues to the appropriate departments. I think theyre still way understaffed in these departments however. Anything forwarded to cashier or security will take just as long.

Don't care. An actual response is a pretty big deal to me and does indeed show they are improving. Obvuousoy this is super easy and totally standard for pretty much everywhere side. But for Lock where this had been beyond terrible and super inept for quite awhile, it is a huge victory. They received an email and actually responded to it. In only 17 days! Hoping this improvement continues.

Very well done MicroBob! You hung in there tough and got a response. I'm sure now that it has been forwarded to the proper department it will only be a short wait to have your issue resolved to your satisfaction.

Again, congrats on the news.

Absolutely congrats! Now that your query has been received and forwarded across the kitchen table to the proper department I'm sure you will have an answer in no time flat.

too funny

hard to say if its actually getting better that response might have just been random luck

Quite a few other posters are posting that they have received responses as well. It does appear that the new support staff that Shane said would be in place by July 22 actually is coming on and actually is doing something. All the evidence we have on here points to that anyway.

But even if that somehow were not the case, it definitely is a situation of them getting better. Also worth noting that they replied to one of my earlier emails and not something I had just sent in the past couple days. If they are going back and responding to things sent 10+ days ago then it looks like they aren't really ignoring them as much anymore and actually are trying to get caught up.

But anyway, it definitely is "getting better" no matter how you look at it. I was 0-for-10 on email responses in trying to get a hold of someone. Now I'm 1-for-10. Going from 0 to 1 is an infinity-percent improvement. Which is pretty good.

Support is getting better. They just emailed me back today in response to an email I sent over a week ago and they actually did what I asked them to do

I hope you're right Bob. I finally gave up. The only thing I needed from Lock was a simple request to turn my account on to rakeback. My affiliate said to simply email them and tell them this and I'll be ready to go.

I did, over a month ago and received a my response a few days laterEven though he said only email, I double checked I sent him the correct one the 1st time and sent it again, a long with my screen name just in case Some time went by and I emailed them a follow up asking if they had done it yet and did not receive a reply about it. I waited some more time and finally decided to write themThat was on July 1st and I haven't heard from them. That's actually fine as I did request them to only email me when they are caught up and looking around this forum it looks like they still aren't. I'm just a little surprised as I did lose a few hundred in their casino very quickly and was going to deposit a couple grand more. One other previous email was asking the way I could deposit (no reply). I would think they would want me there. Not only did I not have rakeback though, I didnt get any points or anything promotional so I just didnt want to play like that, as well when I can't even communicate with anyone when needed.


I just traded and put on another bit of money to test if anything has changed and it hasn't so I don't think I'm going to play here at all unless I get some sort of attention because I dont want to have a more serious problem and not be able to do anything about it, like have a couple thousand there stuck.

I'm posting this so a rep can take note and put me on some sort of list as a player to get back to. I don't want to deposit right now though and only would like a courtesy email after things have settled down. The reason I ask for that is I don't really want to try and follow the progress here or email support myself, Its a bit irritating and I'd just rather not.

If you'd like to throw a tournament ticket my way when you are ready though it will help me feel better about the whole thing. As is now I'm just left kind of sour.

PM me if you would like my account info. Thank you

I did some research on the support system, your emails actually get compiled into one case. So support are looking at all your recent emails in the one case. This means you will always just get one response to several emails, but they will be looking at all your problems at once.

Breaking down the multiple emails they are then able mark each individually as resolved so anyone that comes in and looks at your case can see what is unresolved and needs to be replied to. So nothing is being overlooked as its brought to the right departments attention.


If you shoot me an email I can get this activated right away for you.

Shane...any chance of getting an automated system in place? It would be nice to get some kind of response after sending an email that states a ticket has been opened. I believe others have made mention of this as well.