Question 7
You say that Lock is confident that its cash outs will meet the time frames given despite the fact that over the last 8 months or so a large number have not. If you are confident in this, why not offer a significant cash award to players whose cash outs exceed the time frames that are given?
For that matter, why not offer awards to those players whose cash outs have already exceeded those time frames over the last few months? You have claimed that these cases are more unusual than people think, so it shouldn't be a problem, and it would be a nice gesture to atone for the great inconvenience that some customers have experienced as the result of delayed cash outs.
Question 8
Could you please explain why it takes so long to get verified for either wu or checks? Surely security checks don't take
that long. Perhaps you could give a step by step answer to "verification" and why it is taking 3 month or more for this process on small simple cashouts?
Question 9
Quote:
Originally Posted by shane
Any of the super old cashouts aren't sitting at the back of the queue with every cashout since then still to be paid out behind them. Something has gone wrong in those cases and it needs to be cleared up, they aren't a part of the normal process.
Let's assume for a moment that this is true, and that all of the super old cash outs are abnormal in some way, that something went wrong for those customers and their situation isn't normal.
1) Why does it take so long for Lock to fix issues for customers when they crop up, 2) why doesn't Lock communicate with these customers so that they know that Lock is working on their unique case, and 3) what changes is Lock going to make so that so many people don't have something go wrong with their cash outs?
Question 10
Quote:
Originally Posted by shane
I understand that you are trying to apply your real world experience to this situation, but you simply cannot carry standard business procedures over to processing US online gaming payments.
Im assuming you are looking for a way to speed up the process with your line of questioning as if there is something in the process that can be changed to make these cashouts go faster. The problem is that the only thing that can make these cashouts go faster is more available volume for processing on each option. The battle is we constantly want to add more volume but the processors are always trying to reduce volume , this isnt an open market where they can keep processing more to make more money eventually they will end up in the same place as Chad Elie if they dont properly manage their risk.
So say you request a WU today, security will review it when it gets to the front of the security queue, if your account is in good standing they will approve it and pass it over to the cashier team, they then add it to the processing queue, then when the cashout gets to the front of that queue it will be sent to the appropriate processor which is when you will get the senders details, and then finally when the response comes back from WU themselves you will get the MTCN.
Now to simplify it and imagine a world with only 1 WU processor, and say your cashout hits the WU queue after being approved and its number 20 in the queue. The 19 cashouts before you add up to $950,000 and the processor has been processing $500,000 batches every week so you email in and ask for a time and the processing team uses that information and tells you it should arrive in 2-3 weeks based on them most likely getting you in the second $500,000 batch from that date. But after that batch the processor informs the cashier team that now they can only process $200,000 this week so now the timeframes have changed. This is the problem that is faced week to week processing US payments.
Shane, could you perhaps elaborate why other poker sites that cater to US customers don't seem to face the same processing issues Lock does?
Moreover, could you elaborate why a site such as Intertops, that operates on the same network as Lock and is roughly the same size, has skrill cashout times that are < 1 week when people are waiting up to 3-4 months on Lock?