Exorbitant. - But that's more of a WU issue than Lock.

Thank you microbob, well said.

All the outstanding checks are on their way out, this includes the replacements for the batch of bounced checks.


Would love to look into this, can you resend me the details on your situation?


Our new WU option will actually have 2 free cashouts per month to go along with that new 2k max.


Our customer support has been awful through this time, they have been completely inundated and in no way able to handle the number of requests that have been flooding in. As the problems have eased so have the number of questions and support are starting to get a foothold. On top of this we are expanding our team again since our pre-move expansion really wasn't enough.

As for my request for polite emails it was just to make my life a little easier. When its 3am and I've been at my computer for 14hours straight its hard to keep going when so many of the messages are walls of abuse. Polite emails make my life a little easier and as a bonus they are also easier to read which helps in solving your problems.

If you are really pissed at us try sending me one abusive email to let a little rage out then follow it up with the email about your problem so I can get through everyones problems a little quicker.

Ok you responded to everyone except me. Can you let me know what's going on?

Your replacement check will be coming out with the rest, they started getting sent Monday.

Great news Shane. Thank for you for the update. I like that you said that they've already been sent out, too. People like to see that a lot more than "soon". I will post when I receive.

To be honest thats why there have been so few updates on these, I keep getting told soon but that was never going to cut it, until those checks were actually on their way out I didnt want to say too much.

So everyones getting sent out Monday? Standard 10 days from then? Thanks for your help Shane...Will post when receive

Shane, Thank you so much for the response.

I have sent you several emails just in the last few weeks (and to William & Lock Support), but just sent you another one. Perhaps my emails are going to your junk pile.

Hopefully sooner but at worst yes.


Honestly my pile is so big it's like a needle in a haystack, I always say the best chance for immediate contact is Skype.

Thank you very much

Withdrawal requested 6/5.. Process soon? What would be the deal for this situation?

wait so my check that was requested in april and processed in may wasn't even sent out until june????? my goodness


and i tried being nice but honestly your excuse for lack of support is unacceptable. your company should have known this was coming. you should have known the crap u were stepping into and foreseen the amount of problems you would have and planned accordingly. to say you are expanding now again does not solve the problem, nor does it guarantee you will have more/better/enough support in the future. it's amazing how much attention to detail slipped through the cracks in just about every facet of your site's change, and every action you guys have just tells me nothing will change. the incompetence on every level of your site is pathetic. thanks for making poker suck again.

So, have you addressed that:

My first check bounced from insufficient funds.
My second check was linked to non existent citi bank account?

I am getting mailed out TWO new checks?

Never really got a reply to anything. My name on lock is curiouscanni. I would like an email, because you said if I sent a polite one then you would respond, and I was the only one on this thread that didn't get a direct response. Ironic, because I started this thread.

Looking forward to clearing this all up, thanks.

Shane - It's not solely that checks are slow or communication is bad.

Checks are bouncing too. Insufficient funds and all that.

and it is also clear that sometimes Lock is simply lying about this stuff.

"oh, we sent out your check" then three weeks later "thanks for your patience, your check is now on its way" then three more weeks later it still hasn't arrived.

I'm sure your customers would appreciate it if Lock would at least have better honesty in their communications. One very much gets the impression that it is not just a matter of some reps not knowing what is happening...but that they are being told to say that they have been sent even if they have not.

Anyway, slow checks are bad. The lying and deceit about it makes it worse. Bounced checks without explanation makes it even worse still.


And I'm amazed at this bit about the customer needing to send in a copy of the bounced check (if that is actually happening). Does that mean Lock doesn't know what customer received what check? Why does he have to prove it? Why doesn't Lock already know which checks aren't making it and which customers have not received their funds.

The whole thing feels very fishy and it goes beyond the whole, "our customer service is overwhelmed" bit as well as the "it's easier if my customers are nicer to me."

Lot of panic there.

Glad you seem to be straightening some of this stuff out though and supposedly getting higher WU cashouts, etc.

But a lot of this stuff, including you being overwhelmed by emails, could be solved with a more pro-active approach toward communicating and calming everyone down. Better communication will lead to FEWER emails overwhelming you.

you guys would have to be crazy to invest more than a couple hundred bucks in this place

made all my money off a 30 dollar deposit. Whats crazy isn't customers assuming a business is legit, it is a business not helping customers after failing to provide expected and promised services.

Didn't you hear? Erick Lindgren runs Lock now!

i didn't read all of that ^^, but first and foremost don't ever think Pokerstars was shut down because it was the "best" or anything like that. This is all happening to make room for corporations and states to provide online poker to US citizens. If Pokerstars/FTP has all the traffic, it's hard to collect rake/tax revenue. Plus, the US government wasn't seeing enough of players' income and especially the income of the site (as an entity) itself.

this is all just paving the way for the eventual regulated system, but while that is still pending Merge and Revolution will be successful.

Lock is not taking advantage of anyone, it is our choice to put money onto the site. In doing so, you trust Lock.

Pretty clear IMO.

MicroBob ftw... again

So don't deposit on Lock? Is that the moral of this story? Because I was thinking about making an account.

Expanding the team seems reactionary to me unless Lock foresees similar or worse problems in the future. What would hopefully be the case is that the issues we're experiencing now will reduce over time making an increased paide customer service team unnecessary.

One thing that would alleviate a lot of folks concerns is not hiring extra CSR's who do not add to the bottom line, but for lock to think about a player pool of customer reps. Basically, players who are playing on Lock and are the points of contact 24/7. Players would do this in say 3-5 hour shifts and they would be tasked with addressing issues as they come up and forwarding them to the appropriate person. Lock should then institute a customer service SLA wherein responses are directed to customers within a business day. I'd go even further and state that particular issues need to be responded to more quickly and it would be up to the player reps to prioritize the issue and raise them up to Lock support.

The worst part about this fiasco has been the lack of communication, but Lock is not utilizing a resource that it could/should - the players. I am sure many players would be interested in helping out...especially us US players who want lock to succeed so that there is a respectable place for us to play.

Just think about it Lock folks - let us help you help us. Please.

taking advantage of someone is wrong doing someone based on the trust between the two of you. Thus, you perfectly defined how we are being taken advantage of.

I don't care what it is really, I just want this all taken care of because I want lock to thrive, since I am a mtt player.

^ man I think that is a brilliant idea if executed correctly. As long as those players are respected members of the community and not named brad booth. Pay them with juiced up VIP points/ extra rakeback.

Referring to RI dons post BTW.