Needs Improvement.
Regardless of what time I send my email, it is always answered between 1AM-3AM EST. NO MATTER WHAT.

Live Chat only has reps between 8AM-930AM EST, and then again around 2PM for about 30-45 minutes.

I am only a Silver VIP, but I think the CS is very very slow.

I know they have thousands of customers, but they need to follow the model set by other poker rooms/casinos. Must have 24/7 Live Chat, or atleast be able to email you back within 1-2 hours, unless its an unreasonable question.


I would just assume they are understaffed. Unless they set certain reps to your account. Ive used customer support numerous times and its always been either MARY, ELLE, QUINN or ALEXA.

Just my 2 cents.

Honestly i think that Merge handles all the support, the live chat and emails go directly to the merge support team. Lock is more of a theme and "skin" most of the internal things are run by the Merge Network themselves.

i like elle

Our support people are ours, although I'm honestly not 100% sure on live support. As far as the response times, I see them respond throughout the day regularly on issues that I send to them, although response times do vary based on the time of day and volume. with the new cashier there have been more support inquiries but the response times should still be fairly reasonable.

Thanks

-Rizen

I am experiencing unuaslly long response times to my deposit questions. I am new to Lock but played on Carbon for several years and never experienced this amount of delay and none answers.
1. Live chat support feature not working. When I type in my info and hit submit the screen closes.
2. Called 800, left message but no one returned call.
3. Set numerous emails about issues/ questions and after 24+ hours either get no response or partial answer.
4. Right now Im trying to desposit but can't create new transaction.
5. How do u cancel a pending transaction that has. It processed yet.

As I said I'm new to lock and some of this may be my own ignorance but the lack of customer support makes me question why I would want to continue to play here.
Morgs70

I am having trouble too. I cant get any responses. I want to grind some mtts today and cant get my mc that has worked several times to work.

guys i have a personal vip rep assigned to me, and have asked multiple questions the last few days, regarding a royal flush bonus, cashouts, and a few other things and haven't even gotten a response. And this guy was assigned to me as a VIP REP... So it's not only the silverstars and watnot getting ignored here.

I never even got vip rep assigned to me. I guess it doesn't matter if they don't respond to your emails now does it.

lock wont answer my emails... worst customer service

I just got a response from Lock ....2 Failure Notice emails.....
Sorry, we were unable to deliver your message to the following address.

<support@lockpoker.com>:
Message expired for domain lockpoker.com. Remote host said: 452 4.2.2 http://support.google.com/mail/bin/a...6932453icq.115

What the heck is that?!?!?

[RCPT_TO]

It has to be the most frustrating support i've ever had to deal with. i mean, I can't even get in contact with ANYONE!!! i've called, e-mailed and tried live chat. LIVE support. what a joke.

you have to reach a certain vip level to get 1 i think.

i got that to, waited a few hours resent it and it went through

i have to agree with this, thankfully thats what rizen and shane are here for, any problems i've had I have directly pm'd one of them and had a resolution in less then a few hours everytime.

Lock is a good site. That being said, I do not want to go thru another site that had multiple day waiting period for emails like Full Tilt did. I am not fortunate enough to catch live chat. I want to play on a site a lot instead of going to the casino day after day but it is vexing.

giffty49 on your sight.i may manny deposits in february always in the casino with my debit card. at end it seemed my bank was not sending the money right away. fast foward march 2nd now i am owed 151 becuase it was never credited too my account but was taken out my bank. february bought 938 bank processed. piut in my account 787. i did lose 787 dollars no problem.but just could you check into this i know its complex.sincerely james guest giffty49 on lock email is [removed e-mail] phone number ###-###-####

giffty I removed your phone # and e-mail from your post for your protection as I know scammers often use this information when publicly available to try and hack accounts. Someone should be getting in touch with you shortly, just wanted to comment on why I removed that info.

Thanks

-Rizen

FWIW, I don't know if I'm lucky but I sent an email about refunding the $25 check fee and it was in my account within an hour with an email from CS.

this site is a bunch of crooks, they i made a deposit of 50 dollars not only did they take 4 days but they also charged me 60 dollars extra, customer service is a joke, hopefully they fix this prob, otherwise i'm gonna call my bank and report it stolen. my username is the same as this 1.

Are you able to take a screenshot of the extra charge on your bank statement so I can chase this up with the cashier team?

If you email that through to me I can get them to look into it for you.

I have to say that Lock support is definitely slow. They said that I should expect a reply for my verification in 24-72 hours...that was 15 days ago.

Rizen then got involved and I received a second reply from Lock saying they were going to resolve the issue ASAP...that was a week ago.

I then sent a 3rd email and a PM to Rizen a few days ago, no response.

You'd think they'd get tired of hearing from us, and just get with the program and finish the verifications. Like you, I've emailed support, sent a couple of PMs to Rizen, sent email to Shane, emailed support some more. I'm coming up on 6 weeks since I first sent in my docs. Yesterday, I asked support to at least tell me if I'm in the queue. Got a response right away: "what email address did you send your information from?" I answered -- right away -- then total silence.

If anyone is moderating any of the Lock forums, I think it would be great if we could get a response with REAL information: 1) do they have our information? 2) how far down the list are we?

Just got verified like an hour ago.

My MC that I use to deposit suddenly isn't working anymore. It's my main card and always works and now it either doesn't go through or I get "pre-approved" or whatever. I'm not going to bother emailing them I figure I can get an answer here quicker rather than wait a week for a half response.

I tried to make a transfer for a small amount ($80) and i got kicked out, my account was suspended then hours later i got a email saying that the transfer was denied.

I have done dozens of transfers for $1,000s before can someone please help me i have pending withdrawals and i dont know what is going on

email:****@***.***
username:igothenutzpause