Like many of you, I have been victimized by multiple double charges and poor customer support, plus a software bug that just pissed me off hardcore. I have sent a PM to Imjustshane with an overview (will give him particulars via email because I am tired of re-hashing this crap on my Android phone), and I am starting this thread so I can go ape**** on Lock if I don't get these issues taken care of.

They are about a fraction of an inch from losing me forever. I am hopping mad right now, like most of you, but am trying to hold back and wait for help. Without personalized assistance, I will disclose all publicly, and perhaps file a criminal complaint.

I will sing Imjustshane's praises from the mountaintops if my issues are resolved, though, because I am fair.

Ive replied to your PM and passed you over my direct contact details as requested.

I have also already sent this to the CS manager to make sure it has the highest priority.

Thank you for your prompt response. Gathering evidence and condensing all email correspondance into a single email. You should have it soon.

firm but fair

Our support system actually puts everything together in our backend so they have it all there.

Just waiting to hear back from the cashier manager which usually means they are just waiting to hear back from the processor.


I appreciated this. I dont expect people to be nice when things go wrong, we all get frustrated when things dont work the way they should. But a measured approach definitely makes things easier to solve on our end.

It took me several hours of account auditing to find that I actually made an accounting error, and was not double charged (this time, although I was once before). I have emailed Shane with the rest of what are now minor issues by comparison. I have the utmost confidence he will facilitate the sorting out of these remaining issues.

While the email support system Lock Poker has in place seems unorganized, disjointed and impersonal, make no mistake about it.....Shane is a true professional and cares about customer issues.

If you are experiencing issues, submit them to him and be patient. He will make sure all issues are resolved. Keep in mind, that Shane is one man, though, and there is only so much he can do at a time. He has restored my faith in Lock Poker, which I honestly didn't think was going to be possible.

To those of you still struggling with their support, I urge patience, even if you feel you are running out of it. They seem to be working hard to turn their support operation around which is laudable in my book. They may not be perfect, but they are trying, and that's good enough for this customer.