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Lock Casino - heads up

Discussion in 'Online Casinos' started by Nifty29, Jun 22, 2010.

    Jun 22, 2010
  1. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    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.
     
    11 people like this.
  2. Jun 22, 2010
  3. anniemac

    anniemac Ueber Meister MM PABnoaccred

    Occupation:
    retired
    Location:
    Texas, USA
    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. :D
     
  4. Jun 22, 2010
  5. Marie2473

    Marie2473 Senior Member

    Occupation:
    Operator
    Location:
    Sweden
    Thanks for the info, 7 days is waaaaay to long, wont be playing there until that is sorted!
     
    1 person likes this.
  6. Jun 22, 2010
  7. roygen

    roygen Experienced Member

    Occupation:
    Engineer
    Location:
    Bermuda
    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 !!
     
    Last edited: Jun 22, 2010
    1 person likes this.
  8. Jun 23, 2010
  9. roygen

    roygen Experienced Member

    Occupation:
    Engineer
    Location:
    Bermuda
    Just been paid-

    Thats 3 Business days- Hope thats a good sign and that everyone else who has been waiting have been paid too :thumbsup:
     
    1 person likes this.
  10. Jun 23, 2010
  11. takethemoney

    takethemoney Banned User - Chargebacks at Slotastic

    Location:
    Washington
    There is a manager named Elka. This email is not visible to you.

    She was responsive to my concerns once.
     
  12. Jun 24, 2010
  13. locknload

    locknload Dormant account

    Occupation:
    VP Operation
    Location:
    Paris/Milan
    Lock Casino - Withdrawal Delays

    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 This email is not visible to you. and I will do my best to assist in any way that I can through this.

    All our best,
    Elka - Lock Casino Team
     
  14. Jun 24, 2010
  15. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    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.
     
  16. Jun 24, 2010
  17. takethemoney

    takethemoney Banned User - Chargebacks at Slotastic

    Location:
    Washington
    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.
     
  18. Jun 26, 2010
  19. Pulver

    Pulver Senior Member PABaccred webmeister

    Occupation:
    Technical
    Location:
    Tellus
    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...bonus-issues/37869-pulver-vs-lock-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?
     
    2 people like this.
  20. Jun 26, 2010
  21. rockycatt

    rockycatt meistercatt CAG MM

    Occupation:
    carpenter
    Location:
    Boston
    This is sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad
    sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad sad: :oops::oops::oops:
     
  22. Jun 26, 2010
  23. jelsmith

    jelsmith Zombicidal Maniac PABnononaccred

    Occupation:
    Special Effects Make-up Artist
    Location:
    nashville tn

    WHAT! You have still not gotten your $$$$$:eek: Have you told Max as I think you PAB right? That is RIDICULOUS and so not cool for an accredited casino. :mad: I closed my lock account once and I will be doing it again...this stinks of BS IMO....i wouldnt touch a dime.....until they paid me like they are suppose to....WTF why would you have to transfer anything? This stinks like I said....STINKS STINKS STINKS...sounds like a certain casino has gotten too big for their britches...
     
  24. Jun 26, 2010
  25. takethemoney

    takethemoney Banned User - Chargebacks at Slotastic

    Location:
    Washington
    I have called Max's attention to this thread.

    This casino is showing signs of going rogue and this is not acceptable for an accedited casino!
     
    1 person likes this.
  26. Jun 26, 2010
  27. Pulver

    Pulver Senior Member PABaccred webmeister

    Occupation:
    Technical
    Location:
    Tellus
    I have been in contact with Max, yes. But nothing specific came out of it yet.
     
  28. Jun 26, 2010
  29. anniemac

    anniemac Ueber Meister MM PABnoaccred

    Occupation:
    retired
    Location:
    Texas, USA
    I hope this isn't a derail but it kinda goes along with everything else.

    On June 2, I sent in my verification documents and was told by live chat that they received them and would send them on to whoever. After about a week, I went back into chat and asked about my docs. Was told that they had been received and sent to whoever but she would send them and email to hurry them up, mainly I think because I told her I wouldn't be depositing until I heard something.

    On June 17, I contacted the rep here and asked about a yay or nay about my docs. Received an immediate reply and was told rep would contact Lock and find out what was going on.

    As of this minute, I haven't heard a thing from anybody at Lock, not even the rep. Sent another PM to rep here tonight.

    I didn't cashout anything but what would have happened if I had? Would I still be waiting for verification? Actually I wouldn't, because I would be raising holy hell by now.

    Not a good sign for an accredited casino.
     
    1 person likes this.
  30. Jun 26, 2010
  31. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    I don't think that is a fair representation of the situation. You asked me to get involved, I went to them, and now we have commitments for a schedule and amounts. That's fairly specific. Of course they have to follow through but nevertheless, there are specifics for that on the table.

    'Course that doesn't change the fact that you're still short on your pay-out. I've explained the situation to you off-line -- which is NOT the same as trying to excuse the situation which is not what I've done -- so you know what we're dealing with here.

    Like I've said to you via PM, if you want to escalate this contact Bryan. Otherwise wait and see if Lock follows through as they've said they would.
     
  32. Jun 26, 2010
  33. Pulver

    Pulver Senior Member PABaccred webmeister

    Occupation:
    Technical
    Location:
    Tellus
    Max: I wrote that post before you sent me the PM offering a payment plan.

    Could you please send me information about this payment plan on PM so that I know what to expekt and so that I can see if they follow through with it?



     
  34. Jun 26, 2010
  35. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    Occupation:
    chippy
    Location:
    uk
    lock

    hi max , so are we guessing there are or maybe fund problems here concerning the lock casino regarding payouts ? or is this some glitch in the system ? i dont think as a player i wouuld be to happy to have a large win then not be paid for 2 months to be honest i would be very pi$$ed off ,i know elka said there was some problems but its not looking to good from the point of viewing whats happening here , its seems it isnt just pulver there seems to be a few more , thats showing concerns to all players who play there regarding withdrawals. though i do think lock would honour there payouts as ive found them very good regarding my payouts & theyve treated me very well in the past .
     
  36. Jun 26, 2010
  37. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    Payment Plan? What the heck is that about? Lock is listed as "None" under "Withdrawal Limitations" on the Accredited List here http://www.casinomeister.com/accredited_casinos.php#rtg

    Processor problems or not...why can't they just mail you a hard copy check to deposit at your bank for the entire amount?

    I'm not liking the sound of this....
    ____
    ____
     
    1 person likes this.
  38. Jun 26, 2010
  39. takethemoney

    takethemoney Banned User - Chargebacks at Slotastic

    Location:
    Washington
    As I have stated in the past, I have refrained from playing RTG casinos for a bit, but recently made a couple small deposits at Lock. I had occasion to email them over something and they never reponded to my email on two occasions. Finally, when I wrote with wanting to close my account in the subject line, Elka emailed me. Unfortunately, support has not been a priority for them lately. I understand sometimes it's hard to find good help, but good casino's support people always answer emails. That's a basic.
     

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