Just wanted to share a couple of positive experiences here:

First experience: Forgot to include THEFUTURE bonus code on my deposit. Wrote to support asking it to be added to my last deposit (which went through totally fine). They responded in 20 minutes that it was taken care of. Pretty damn fast.


Second: As some of you know, I've been going crazy trying to figure out how the leaderboard formula works. Support didn't really help me in that regard but they responded super-quickly in our discussion, forwarded to marketing who got back to me the next day. Was still not quite answering the question but I absolutely appreciate the effort and was really impressed by how fast they responded.

In my initial convo with the front-line support, I would be writing a response to one email and he would have already responded back to a different email of mine. Really fast. Like 10 emails between us in less than an hour. So cool.

Anyway, I reached out to Rizen when the resulting answer was still not to my satisfaction. And he responded in a day or so I think (maybe less). I wasn't sure he was around so in the interim I also reached out to Jennifer Larson which I thought was maybe pushing it. But she responded very quickly and was super-nice and professional that she was on it and would find out what was going on. And then Rizen got back to me in that time too.

Eventually, Rizen got me the information I needed to put together the formula and figure out what the heck they were doing. We can all think whatever we like about the weird formula for the leaderboard and how it hasn't been explained very well.

But my point is that when I asked about it I was able to exchange like 10 emails back and forth with a support person super-fast and get my issue forwarded. And then Rizen came through for me really fast when I wasn't satisfied.

The whole experience has left me with an extremely favorable opinion of Lock and it just thrills me to death to be able to say that. They have absolutely been improving leaps and bounds since the days of "10 days since I sent an email and nobody has responded."

I know that there are still some people with issues on that stuff. But to be able to get responses as quick as 5 minutes sometimes from email and get my bonus applied in 20 minutes is really really good and has me very optimistic.

New customer. Deposited this past week and had good support experiences.

Had a few issues with my Western Union unrelated to Lock which led to a long back and forth with support. All of my numerous (5 or 6) e-mails were answered <12 hours with helpful responses. Rep was Elle.

Forgot my bonus code. Bonus and rakeback applied within five minutes. Rep was Moses.

MicroBobLOLZ@2+2.com

no longer blacklisted

yeah kudos to Lock, support has improved immensely.

I am so glad to see this thread. I am super excited to see the new software. I would rather them take their time then muck it up. Patience. Its like the first level of a poker tournament. Glad ro see support stepping up their game. That piece needs to be fixed first before anything else imo

I'm going to echo what Bob said. Had an issue, sent/received multiple emails within 24 hours and sorted it out.

Just got my mtcn # in email today but my withdrawal fee was not refunded. Emailed support to get fee refunded and they emailed back in under 5 minutes saying they forwarded my email to cashier team but their response might not be as quick (we've all got that response). 20 minutes later my withdrawal fee was refunded.

I emailed support last night about a deposit bonus that I forgot to apply to my last deposit. I got an email back very quickly explaining that they cannot do that after the first deposit. Then I sent an email back saying that I was able to use it for my second deposit and that I just forgot to apply it this time. I got an email back 20 min later from another support rep saying everything has been taken care of. Very impressed.

The part about not being able to do that after the first deposit and little mistakes like that is still concerning though. If you had not insisted and actually believed the first person to respond (and seriously...why wouldn't you?) then you would have been denied the bonus.

All of support needs to be fully informed on all of these things. Sending back incorrect/contradictory information to their customers needs to stop.

Definitely WAY improved from where it was a couple months ago. But why would a support person say exactly the incorrect thing about that bonus?

its just called someone making a mistake. Happens about a million times a day. There is absolutely nothing wrong with that at all. I have managed and been in charge of anywhere from 5 to 200 artists at one time and just because not everyone carries out the proper instructions means theres anything wrong. I think its funny that u jump to such an extreme conclusion that support is not being informed properly.

Suppers , that is an odd view.

deposit bonus didnt appear.

emailed support. got it fixed in 16 mins.

very impressive.

same here, altough not sure if it was in 16 minutes but it was fast