I certainly can understand your frustration and rest assured I am working on your request. I appreciate your patience. I have had some unexpected delays due to a backlog for these type of requests. I am trying my best to process your request as quickly as possible and you can expect to receive a response to your request very soon. I ask for your patience during this period, however should you wish for to contact me for any updates regarding your request, please do not hesitate to contact me.

Thank you,


Bictor Vlom


*** In the meantime Shane, can you actually answer the questions you have been asked by others:


Are you denying Lock support has been quoting 4-5 week cash out estimates for at least the last month and as far back as April?

Why has Lock been quoting 4-5 week cash out estimates when they are taking much longer?

I have your email already so Ive dug that up and sent it over to the cashier manager as well. Thanks.

Kristi and Vindictive,

The funny thing is when you have multiple emails, from different staff, from different time frames, to different customers- it makes it really difficult for Shane to blame the 4-5 week quoted cash out time frame on an "inexperienced staff member". And it makes it very difficult to isolate the issue, which is what he is trying to do. Well, I am playing chess right now so I have to make another move..............

Let us know when you chase down the answers to those questions Shane.

Will I receive a consolation prize for being lied to? Perhaps a Lock zip-up hoody I can proudly sport or a tournament ticket to win Lock $ which equates to a $1 : $.25 real money ratio?

I'm sure "Murray" will get a firm talking to from the Cashier Management, and that should suffice in Lock's eyes. I mean, why would Lock actually want to attempt to resurrect their image or trust with a once-loyal customer? Clearly I'm just viewed by Lock as another cause of the backlog because I actually like withdrawing winnings ...shame on me

It would have been nice if Shane could blame it on poor Murray as an "unusual circumstance", much like the overdue December, January, and February cash outs. But the appearance of John, Jonas, and Brian (and possibly others hint hint) make that impossible. What to do, what to do???

Seriously! You think Lock would give you something for this mess. A couple of free buy-in to some tournaments. Something!

Nope, the only things we get is GRIEF and LIES, and more LIES, and some promises which turn into LIES

Just read the question on the Lock store and the excuse for why people are not getting their Lock hoodies, coffee cups, air freshners, or condoms. By the time you get a free order of the Lock condoms delivered, you will already be in the waiting room thinking of names for your new bouncing baby boy........................

Shane,

Perhaps support misinterpreted the cashout times as 4-5 weeks instead of 4-5 months? Although even 4-5 months is a stretch, as I have been waiting 5.5 months.

I contacted you 6/7/2013 about why my cashout was taking so long. I received a reply from you 5 weeks later on 7/15 asking for my username and cashout info. I immediately replied with all my info. You immediately replied and said you were looking into it. I followed up with you on 7/23, no reply. Now, 7 days later and still nothing.

Support is telling new depositors 4-5 weeks on WU withdraws and I'm sitting here waiting for nearly 22 weeks and haven't received any reply from you with any sort of information since I have been trying to contact you on 6/7, 7 weeks ago. Where is my money and why is this taking so much longer than what your company is advertising?

Should this time frame have been given June too? Like many others I'm on 8 weeks and have had 0 movement, still requested.

Yeah, writing checks to fund your merchant Skrill account is a really time intensive process. That must account for your delay in paying ROW players.

You need some better lies.

No actually Im trying to get all the facts and get to the bottom of it. If several staff members gave those times then Im not worried about how I can hide that fact I want to know about it so I can confront the cashier manager about it and find out why on earth that was happening.

You claim to have the same emails and further proof which I would love to add to the information Ive already gathered.

Unfortunately banking for an online gaming company working in the US banking isnt quite as simple as your personal banking so we cannot just write a check and hand it to Skrill. If we could things would be much simpler.

Shane, this has me relieved. The fact that you are taking this serious and spearheading this investigation fills me with great confidence. When do you think you will get to the bottom of this situation?

Yes I agree. Its difficult to hide the fact when the entire staff is quoting those cash out times. Again, this is good news. Because the sense I got, is that some people ITT suspected you were simply going to blame “inexperienced staff” or “a staff member who is no longer with the company”. Of course, this would be impossible for you to do now.

This is awesome. Of course, if this information was not originating with the cashier manager that would be a different situation.

Very good. And from own limited business experience, I have found that information generally flows from the top down. Usually there are emails,memos,and meeting about these types of things.

I am always here to help Shane. And I am trying to chase down any type of information that would aid in your investigation. For example, WiCane seems to have information about June cash outs in his email from his post above.

Even better yet, why hasn't Lock done something to make up for the fact that they HAVE given awful, and flat out incorrect cashout times. I immediately post proof from a July email. You asked for earlier, I posted one from April/May. Usually companies would extend a gesture to "right the wrong" if you will. Lock would rather pretend it never happened.

I'd like a hoody, size Medium, thanks. I'll wait *4-5* weeks for it too. And when it arrives, maybe I'll return to Lock Poker for actually doing something nice. Usually a company wants to retain it's customers, especially ones who have reloaded with NEW money before, which I also have done. The lack of Lock's care for retaining me as an individual customer has made me go elsewhere. I can't think of any other company I've ever come across in any industry who has actually made me feel undesired as a customer.

Lock acted like I should be grateful to them for getting me my cashout in 5+ months. They should have been, and should be, more grateful to their customer base, which is the SOLE reason they've made money. Lock has some serious issues with understanding how to treat customers. Without customers, they are nothing. And without reputation, they lose potential customers to replace the ones leaving.

Seriously though, why WOULDN'T you supply the customers you've wronged with Lock gear? It's advertisement in the very least to players who generally know/are around, other people who play cards. Oh wait.. probably because that would mean supplying your entire customer base.

Shane you still have not answered my question of why processing volume could not match cash out requests which lead to the initial backlog which has lead to today's problems.

See http://forumserver.twoplustwo.com/sh...1&postcount=64 where he answered your same Q in another thread.

Shane,

I understand you wish to get all the facts and present the cashier manager with a list of persons who were given the 4-5 week time period prior to July, but what is this going to do? Is it going to help us get our money any faster?

You said you would "chase up" my request, do you have any updates for me?

It is not the same question. My initial question was what caused the backlog in the first place to which he replied that the processors could not handle the amount of cash out requests. My next question was WHY the processors could not handle the amount of cash out requests.

Shane did a batch of WU only one cashout was reported and that was a guy that was yelling and screaming for his money? When does the next WU batch go out?

Kristi,

Shane was supposed to “chase this up” for you four days ago. Four days and no answer. I am not sure why he is collecting a list of every customer Lock lied to about cash out times. That could take weeks, months, or years for our heralded rep to chase up and track down. Shane, instead of stalling until you and Jen can figure a way to cover you’re large rear ends on this one, I have a word of advice.

Information flows from the top down (and BS runs downstream). So stop hassling Murray, Jonas, John, Brian, Curly, and Shemp. It goes a little higher up than that, so lets put an end to your little charade. Just look at your internal emails, memos, and correspondences. The answer that you seek is right there. Isn’t it Shane? Oh and by the way, get off your lazy a$$ and start responding to your customers when they try to “chase you up”. There are numerous threads with post after post complaining about they way you ignore, avoid, and don’t respond to your customers. Here’s an example that sums you up . Start taking care of these issues now!

Shane is shocked ... shocked to learn that Lock was telling players that WU cashouts would take 4-5 weeks way back in April/May.

And yet, here is shane posting in a March thread titled "[Lock] told me 4-6 weeks 4 wu...now 4-9 months!"

Oh please, Shane.

Lots of questions and no answers.................



Why is Lock quoting 4-5 week cash out estimates for new customers/cash outs as far back as April, when the actual cash outs times are 4-5 months and longer?

How about you give them a list of all cash outs that are 4 months or older and process them?

1- How is the investigation going along?
2- Did you "get to the bottom of it" and did you "chase down the Cashier Manager"?
3- Who is directing Lock employees to quote 4-5 week cash out times to new customers?

Did you get to the "bottom of it"? There are a bunch of comments I could make here, and I actually think the mods might give me the leeway to do so. But............

How did the "confrontation" with the Cashier Manager go? Its weird it is taking you so long to "chase him down". He is the "top bunk" and you are the 'bottom bunk" at Jen's condo...

"Why on earth" are you still quoting 4-5 week cash outs to new customers on your site?