Lock Casino - heads up

[Nifty29]

Hi Gang

Ive been playing with Lock since they opened, mainly due to their fast payouts and reasonable cashback etc.

Initially, payouts to my Neteller account took only a few hours - great!

About 6 weeks ago, the payouts started to take 24-48 hours - OK with me.

In the past few weeks, I have waited 72 hrs+ - not good.

Today, after waiting a few days for a payout, I emailed Lock and received this reply:

There is unexpected delays in payouts due to some unforeseen processing issues across the industry that have effected us. We will be processing your withdrawal in the next 7 business days.

Now I realise there are issues with the US regulations etc and I understand that, however:

1. I am NOT in the USA

2. I use NEteller which is an instant transfer

3. The industry has known for 12 months at least that these changes were coming so there is no excuse to suddenly have an 'unforeseen processing issue'. Sorry, but that sounds like what it smells like.

The unfortunate part is that everything Ive experienced with Lock thus far has been positive, but my experience with online casinos tells me that when payouts start taking longer and longer it is, more often than not, a red flag.

It would be great if the Lock Rep could enlighten us to what is going on, because "oh yeah we have some issues but we'll pay you in the next week or so" only after I enquire is not good enough IMO. An email sent to all players informing them of delays would have been the professional way to handle it, but I guess it might deter people from depositing......and it seems that getting money in is more important than sending it out.

As usual, if it turns out Im wrong I will gladly apologise.....however I believe it is important to inform other members to allow them to make informed choices about where they play - I know for a fact I wouldnt deposit anywhere that was having funding issues of any kind.

I really hope this isnt another RTG heading for the highway as they have done so many things right up to now.

[anniemac]

Thanks Nifty for the info. Not a good sign.

I have been trying for a month to get a yes or no on my doc verification and can't get a response. PM'd the rep here last week, said he'd get right on it. Not a word. So off they go.

[Marie2473]

Thanks for the info, 7 days is waaaaay to long, wont be playing there until that is sorted!

[roygen]

Hi Gang

Ive been playing with Lock since they opened, mainly due to their fast payouts and reasonable cashback etc.

Initially, payouts to my Neteller account took only a few hours - great!

About 6 weeks ago, the payouts started to take 24-48 hours - OK with me.

In the past few weeks, I have waited 72 hrs+ - not good.

Today, after waiting a few days for a payout, I emailed Lock and received this reply:

There is unexpected delays in payouts due to some unforeseen processing issues across the industry that have effected us. We will be processing your withdrawal in the next 7 business days.

Now I realise there are issues with the US regulations etc and I understand that, however:

1. I am NOT in the USA

2. I use NEteller which is an instant transfer

3. The industry has known for 12 months at least that these changes were coming so there is no excuse to suddenly have an 'unforeseen processing issue'. Sorry, but that sounds like what it smells like.

The unfortunate part is that everything Ive experienced with Lock thus far has been positive, but my experience with online casinos tells me that when payouts start taking longer and longer it is, more often than not, a red flag.

It would be great if the Lock Rep could enlighten us to what is going on, because "oh yeah we have some issues but we'll pay you in the next week or so" only after I enquire is not good enough IMO. An email sent to all players informing them of delays would have been the professional way to handle it, but I guess it might deter people from depositing......and it seems that getting money in is more important than sending it out.

As usual, if it turns out Im wrong I will gladly apologise.....however I believe it is important to inform other members to allow them to make informed choices about where they play - I know for a fact I wouldnt deposit anywhere that was having funding issues of any kind.

I really hope this isnt another RTG heading for the highway as they have done so many things right up to now.

I requested a withdrawal last Saturday 19th June at 2.30pm, I just checked my pending withdrawals and the STATUS is still 'REQUESTED' which means its not even been looked at !!

I have found the CS staff great up to now and have always been paid in a timely manner, I hope this is just temporary backset.

Will post when I get paid

And- I agree that the right thing for them to do is send an email to inform players of the delay !!

[roygen]

Just been paid-

Thats 3 Business days- Hope thats a good sign and that everyone else who has been waiting have been paid too

[takethemoney]

There is a manager named Elka. elka@lockcasino.com

She was responsive to my concerns once.

[locknload]

Hi Everyone,

First off, on behalf of the entire Lock Casino Team, I wanted to thank you for your support and loyalty since we launched.

We have worked very hard and we will continue to be fiercely determined to providing a superior player experience on all fronts. Recently we have had some serious processor issues. Although this is not really new to the casino world, when it hits hard it hurts. Over the next few weeks there will be some delays in payouts as we work through some of the issues this has created.

I want to take this opportunity to ask for your patience and understanding. We are dedicated to the player experience. We want you to all stay and play with us. I can personally guarantee you will all receive your withdrawals and we will be paying everyone out over the next couple of weeks.

If you have any questions or concerns please PM or email me directly at elka@lockcasino.com and I will do my best to assist in any way that I can through this.

All our best,
Elka - Lock Casino Team

[vinylweatherman]

Hi Everyone,

First off, on behalf of the entire Lock Casino Team, I wanted to thank you for your support and loyalty since we launched.

We have worked very hard and we will continue to be fiercely determined to providing a superior player experience on all fronts. Recently we have had some serious processor issues. Although this is not really new to the casino world, when it hits hard it hurts. Over the next few weeks there will be some delays in payouts as we work through some of the issues this has created.

I want to take this opportunity to ask for your patience and understanding. We are dedicated to the player experience. We want you to all stay and play with us. I can personally guarantee you will all receive your withdrawals and we will be paying everyone out over the next couple of weeks.

If you have any questions or concerns please PM or email me directly at elka@lockcasino.com and I will do my best to assist in any way that I can through this.

All our best,
Elka - Lock Casino Team

Your CS team could explain this better. This is by no means "industry wide", but rather issues specific to a particular casino-processor relationship.

Further, this really should NOT be having any effect on non-US players, since it is payments to the US that cause the problems, and attract more than their fair share of "shady" processors prepared to run the gauntlet of the UIGEA and US authorities. For payments to players elsewhere, mainstream processors should be used which are properly regulated, and less likely to foul-up.

The particular question of Neteller arose. There really should NOT be any delays here, since it is Neteller themselves who do the "processing" by transferring the amount from your merchant account to the player's account, INSTANTLY once the transfer request has been submitted. When this process breaks down, the vague "processor troubles" is not a proper answer, players want something more specific.

A common cause of Neteller delays is caused by the merchant not having enough funds in their merchant account, and needing to transfer some over from their main business banking account, which can take around 3-4 business days, which DOES seem to fit with the player's experience.
This does not necessarily indicate the casino is going under, but rather that there has been volatility in the casino, and winning players have placed a high load on the merchant Neteller account.
This problem could be lessened if casinos actually LOOKED at the value of all "pending" withdrawals BEFORE they come off their 24 or 48 hour pending period, and initiated the necessary transfers into merchant accounts a day or two earlier, meaning that players are less likely to notice a delay which may only be one day, rather than having a significant delay above normal timeframes.

[takethemoney]

Yes, I don't understand how Neteller and QT withdrawals would be processor issues. The explanation while appreciated is vague and rings of smoke and mirrors, as is done when there are cashflow issues.

There is also the matter that this is a CM accredited casino. That might want to be temporarilly put on hold. I'd hate to see a player signup on CM recommendation,thinking they will be paid in a timely manor, when such is not the case.

[Pulver]

Many of you may remember the case I had with a very late verification process with Lock Casino after my big win.

http://www.casinomeister.com/forums/...ck-casino.html

It has now been two monts since, and all I have received is $1500 (out of $19600). There have been many promises about wire transfers and Moneybookers transfers but so few results. The whole process has gotten me stressed up and fed up. I have been more than understanding and polite for months.

But here is the thing. Emily at payments suggested that I should transfer my balance (what is left after "wiretransfers" and "Mb tranfers" that are virtually in limbo have been taken out) to their pokerclient. Play some hands, and request a withdrawal from there. "As there are not the same processing issues in that chanel". I initally thought that sounded like a good idea, until I did a google search on the Merge poker network. And read on the 2+2 forum and other places that they are notorious for very late withdrawals and other problems.

What should I do? Should I just wait it out and hope that I some day will get paid, or should I transfer the money to the poker client?