Lock Support

JUL 29, 2013 | 02:14PM EDT

Hello James,

Thank you for your email. This is standard procedure for cases like this, if a tournament is cancelled the value of the ticket is refunded to your account. The tournament is still listed as it is due to run again in the future. I'm afraid we will not be crediting a ticket for this tournament to your account as we feel you have been fairly compensated in this case.

Please let us know if we can be of further assistance.

Kind regards,

Brian

---
CSR, Lock Support

http://lockpoker.eu
http://lockcasino.eu





Trey

JUL 29, 2013 | 02:02PM EDT

Jake,
The tournament is still listed, and still reads that you will win a ticket to a 10k tournament. So that is just a lie? People play in this tournament to win a seat to the 10k, its not about playing to make $11 dollars. I feel as though you should run the tournament that was promised or remove the tournament to win the ticket to a non existing tournament. You owe me a seat to a 10k tournament. This is ridiculous.





Lock Support

JUL 29, 2013 | 01:49PM EDT

Hello James,

Thank you for your email.

This tournament was cancelled. Instead of the ticket returning to you we refunded the amount of $22 dollars which is more than what the ticket was worth at the time you won it. At the time you were credited this it was $22 dollars. It is now $30 dollars but that does not mean that we would make up the difference since at the time it was credited to you it was worth twice as much as its original price.

This is where the issue lies.

Regards,

Jake

---
CSR, Lock Support

http://lockpoker.eu
http://lockcasino.eu





Trey

JUL 29, 2013 | 01:25PM EDT

John,
I want to play in the 10,000 gtd tournament. The rollbusters tournament is still listed and still shows that you win a seat to the 10k gtd.
I want my 10k seat please. Ty





Lock Support

JUL 29, 2013 | 04:08AM EDT

Hello Trey,

We are writing to inform that your account was credited $22 for this tournament as per below.

7/25/2013 9:35 PM Refund tournament: 15074449 22.00

Thank you for your patience in this matter.

Please let us know if we can be of further assistance.

Kind Regards,

John

---
CSR, Lock Support

http://lockpoker.eu
http://lockcasino.eu





Lock Support

JUL 28, 2013 | 05:34AM EDT

Hello Trey

Thank you for your email. We have forwarded your email to the relevant department.

Be assured this department will be in contact as soon as possible.

Please let us know if we can be of further assistance.

Kind Regards,

John

---
CSR, Lock Support

http://lockpoker.eu
http://lockcasino.eu





Trey

JUL 28, 2013 | 03:26AM EDT

Michelle,
Yes you can be of further assistance. Please go back and read the entire thread. Take a few moments and look at what I am asking about , other than the tournament ticket. It all ties in together. It drives me nuts that everyone seems to just ignore or not even see what the other has CSR has done.
The roll buster tournament gets a ticket to the 10k gtd Sunday tournament. It states that the tournament is at 12pm (Noon) but it is actually at a later time. If you go to the 10k gtd tournament it is no longer $22 buy in it is now $30. It also show rollbusters as the link to satellite to get a ticket. It really is pretty messed up.
Am I going to have a ticket for the tournament later today? Does the tournament start at 12pm? Moses advised me back in the beginning of this thread of emails that I would have a ticket. Help, please!
Thanks!




Lock Support

JUL 28, 2013 | 02:41AM EDT

Hello Trey

Thank you for your email.

I have forwarded your email to our Tournament department who will be in contact. However I would ask you to bear in mind that due to the nature of the inquiries they deal with our Tournament department’s response may not be as quick as our front line support. Thanks in advance for your patience.

Please let us know if we can be of further assistance.

Kind Regards,

Michelle

---
CSR, Lock Support

http://lockpoker.eu
http://lockcasino.eu





Trey

JUL 28, 2013 | 02:36AM EDT

Michelle, it is in this thread. However I will give it to you again. The tournament id is 15050552




Lock Support

JUL 28, 2013 | 02:28AM EDT

Hello Trey

Thank you for your email.

Can you please confirm the tournament ID of the tourney you have played in to win the ticket?

Please let us know if we can be of further assistance.

Kind Regards,

Michelle

---
CSR, Lock Support

http://lockpoker.eu
http://lockcasino.eu





Trey

JUL 28, 2013 | 02:20AM EDT

Moses,
my tournament ticket still has not been awarded. Please advise.




Lock Support

JUL 26, 2013 | 09:36PM EDT

Hello Trey

Thank you for your email. Yes one token is credited for ever $11 in the prize pool, if $22 is in the prize pool then 2 tournament tokens are credited and so on.

Please let us know if we can be of further assistance

Kind Regards

Moses

---
CSR, Lock Support

http://lockpoker.eu
http://lockcasino.eu





Trey

JUL 26, 2013 | 09:26PM EDT

Crista,
The tournament id is 15050552
Please whoever gets this, read the entire thread.
thanks




Lock Support

JUL 25, 2013 | 07:00PM EDT

Hello Trey

Thank you for your email. Can you provide the ID of the tournament you won?

Please let us know if we can be of further assistance.

Kind Regards,
Crista

---
CSR, Lock Support

http://lockpoker.eu
http://lockcasino.eu





Trey

JUL 25, 2013 | 06:55PM EDT

----- Forwarded Message -----
From: Trey Mingle <treybug2001@yahoo.com>
To: "support@lockpoker.eu" <support@lockpoker.eu>
Sent: Thursday, July 25, 2013 5:57 PM
Subject: rollbusters win



I played in rollbusters tournament last night. 7/24/2013 I won the tournament. I do not see the tournament listed nor do I show a ticket in my tournaments. ref: 3398E5A738000209
Please advise.

Also, this tournament shows that for every $11 in the prize pool a ticket will be awarded. It is actually $22. I know someone that played in this tournament and the prize pool was over $22 and when they didn't get a seat they were very disappointed. Please correct this.

Thank you,

Treybug2001




Trey

JUL 25, 2013 | 06:53PM EDT

Moses, thank you for your speedy reply. However can you please tell me what a token is. I am assuming you mean a tournament ticket. Yo also said "IOn the coming week" Does that mean this Sunday? Also what about the second part of my question. Is there a ticket awarded for every $11 or $22 I made the assumption that it was a promotional offer, when it stated $11.

Thanks!





Lock Support

JUL 25, 2013 | 06:20PM EDT

Hello Trey

Thank you for your email. Please note we can only address issues regarding your own account, any other player who has an issue can contact us directly. You will receive your token in the coming week.

Please let us know if we can be of further assistance

Kind Regards

Moses

---
CSR, Lock Support

http://lockpoker.eu
http://lockcasino.eu





Trey

JUL 25, 2013 | 06:08PM EDT
Original message

I played in rollbusters tournament last night. 7/24/2013 I won the tournament. I do not see the tournament listed nor do I show a ticket in my tournaments.
Please advise.

Also, this tournament shows that for every $11 in the prize pool a ticket will be awarded. It is actually $22. I know someone that played in this tournament and the prize pool was over $22 and when they didn't get a seat they were very disappointed. Please correct this.

Thank you,

Treybug2001

cool

Looking at the sheer length of your post, there's legit no way I'm reading through all your e-mails. Couldn't you write a synopsis? Not to mention, you went backwards in order of emails? Either I've become extremely cynical or new posters have become way worse.

Skimmed it. Why do you feel support owes you a seat into the larger MTT? They gave you double the $11 value buy-in back.

Cliffs would be nice. There is a first for everything, but as it stands I feel bad for support for dealing with this lengthy email process over what seems to be a trivial pursuit.

I think I get it? You bought into a satty that you won, but the tournament that the satty was supposed to feed into was cancelled, so instead of a satty seat they gave you double what the buy-in to the tournament was supposed to be?

If I have that wrong, please correct.

If it's right there's not a lot you can do here, OP. They have been changing the guarantees and buy-ins a lot lately. If the buy in for that tournament has changed, the satty you played isn't really to the "new" version of that tournament, it's for the old version that no longer exists.

Plus IIRC, at least on Stars, your satty seat was to a very specific tournament ID number. If that's similar on Lock, the tournament with that ID number didn't run, so you were otherwise compensated.

I feel like I might be missing something here but I think if you received double the value of the original seat you were playing to win then that's about as good as you can expect.

But if they have listed the tournament to run in the future, then shouldn't he get the ticket for that future tournament? I may have read the last CRS email wrong, but I think it said it is still posted for a future time period. So why shouldn't he get the seat he is entitled to if the tournament has just been re-scheduled(that is how it sounds to me; not cancelled but rescheduled).

But if they gave him 22$ does that cover the price of the 10k tourney?

Well if they changed the buy in to the tournament then it's not exactly the same tournament any more, I think that might be the issue here.

I'm not 100% sure I've read that right though.

If OP thinks he deserves a seat to a $30 tournament, he's an idiot. It's not the same tournament he won a ticket to. Even if the guarantee, name of the tournament, and tournament ID are the exact same, the buyin being different makes it an entirely different tournament. You really made a thread about this? As far as I'm concerned Lock did way more than they should by giving you $22. You should have been credited $11.

yeah, they changed the buy in amount so it isn't the same tourney anymore. I understand Lock has been doing this a lot. But really? Why have the satty in the first place? Is it really the players fault that they decided to change the buy in amount? NO!

But I do think they did a justice by giving him back double his money.

All things considered with Lock, this is barely even a legit complaint.

True. But do you think most companies would make a customer send them a dozen emails over and over (requesting the same info) for something as trivial. Don't you think that after the second or third email a CSR supervisor would say:

" I am very sorry sir and we truly apologize for any inconvenience that resulted. We value your business. Please accept this free ticket to the next Lock Tournament blah blah blah".

Is that so ****ing tough? Is it that so ****ing difficult. Do they have a ****ing clue on how to satisfy a customer? Cripes its a difference of $8 or $11 or whatever it is. Just make the ****ing customer happy! Does anyone at this ****ing company know what it means to service a customer? Do they have to treat everyone like they are the enemy? Yeah, I get it, its online poker. But you can still run it like it is a legitimate business not a ****ing Lemonade Stand (which would be an upgrade).............
I mean what do you have to do to get a response. Start threads on 2+2 and spam their ****ing Facebook page. Is that the only way to get their ****ing attention? Sorry, I have the flu today and I am cranky. I just spit up some Mountain Dew.

Exactly, well put Bictor! They offered a satellite to a 10k event. Someone won a seat as promised and then they go and change the buy in amount. And then this guy has to go and chase them for an answer, when they could have emailed him and told him the story. And after chasing them, they should have said, you know what Our Mistake here is the ticket anyway. If I ran Lock he would have had the ticket, because I see it as the right thing to do, aftet they offer a free seat and then don't give it.

It is just another example of how Fed Lock Poker is to its costumers.

A couple of months ago, I was playing a $10 tourney and I kept getting an error message from the Lock software. I was eventually locked out and bled my chips. During this whole thing, I emailed support and they even said it was their fault and I should re-install their software. Was I even offered my $10 back? NOOOO

Rollbusters? LOL that's a freaking freeroll and you can get the code from that ridic site any time you like. The tournament gets pretty much cancelled every day cause nobody goes through the hassle of getting the code or ticket for it.

OP is $22 up on this and should just be happy about it.

I mean we all know Lock customer support sucks donkey balls so that part of it should come as no real surprise.

I just don't think that complaining about getting double the value of the ticket you originally played for is going to generate a bunch of sympathy given people waiting 6+ months for their bank roll.

Yes, a competent company would have just given him a ticket to an equivalent tournament but a) we all know Lock isn't competent and b) he was given more than what he was promised, at least in term of the monetary value, even though it was like pulling teeth.

Lock should have continued the EUPL league at least the tournaments were popular and had a great structure and they turned more deposits and rake than "any" other private games since the league closed down.

LOL WTF AM I READING HERE. AND LOL AT ALL THESE REPLIES. HOLY **** THIS WORLD IS FILLED WITH SELF-ENTITLED ASSHATS O.o

... are you people for real? ... like, REALLY?

he got double his prize, boo hoo it's "not the same tournament" seriously, are you kids? like, grow the **** up. and fast please. Damn this world is very very sick to the core.

I'd be happy as hell to have gotten double my buyin, and you somehow manage to come whine about it. If they change it to a 100$+ tournament instead, you should get a 100$ ticket now?

christ, what the hell did i read here.. probably gunna get an infraction too for telling the 100% truth

You mean Lock should have continued your EUPL league.... Does anyone own up to posting about their own stuff anymore?

Actually Lock did do this when the Sunday 100K/75K changed from $100 to $135. I think I sat'd into it before the price changed, so I was already entered into it and basically got an extra $35 value free.

Correction, this was probably a Revolution thing? Not Lock?

Want me to own up?

Yes I mean exactly that league I was running with the people you're very well aware of who had 450 registered players and signed over 520 players to your site versus the $1k added to the pool of 12 tournaments.

I understand that it wasn't profitable enough (lol) to continue and I'm sure the weekly $500 cardschat freeroll and rollbusters are turning over more rofl.

Not that signing players to your site would be an option atm.