Pulver VS Lock Casino

[Pulver]

[pab-in-progress]About three weeks ago I registered an account with Lock casino. On my first deposit I played without a bonus, after that I used various bonuscoupons, betting higher and higher the deeper I got into the hole. When I was around $2k down I was ripping away with $25 spins on Paydirt. I have played this game for probably hundreds of thousands of spins at different casinos, without the really big hit. Then suddenly lightning struck. Had on autoplay with turbospin so it all went to fast to get as screenshot, but suddenly my balance increased by $30 000! (5 mines with a wild). Absolutley inzane!

Since I was using a coupon (No max cashout, phew!) I had a 70 000 WR to complete. I was a bit disheartened when I lost $10 000 clearing the WR, but afterall my biggest win by far.

But the fun kinda stops there.

I promptly sent in the auth form and ID scans they required. After some days I received an email from sequrity saying it would take 1-3 days to have the documents verified. I waited 3 days. 4 days, 5 days. But no word. I contact them on livechat several times, and they promised to notify sequrity of my request. Nothing happened so I contacted Lock Casinos rep here at CM. I get a reply on the 7th of may saying that sequrity did a full audit on my play which took some time. She also said that sequrity tried to call me and that it was this that was holding up the process.

Now, my phone is on 24\7 and I have NOT received an incomming call from them, nor a missed call. I have tripple checked that my number there is correctly registered. I explain this to the rep, but I do not get a reply.

Then last friday (almost two weeks after first sending in the ID) I receive a new email from the sequrity department asking me to send in the ID again without me blanking out my social sequrity number and the sequrity number on my visa card, plus a scan of my passport. I promptly find out my camera and take the required scans and send them in within an hour from receiving the request.

I have not heard from them since.

The latest I heard was this from the rep:

“Security is doing their due diligence. RTG is doing a play audit on the slots you played and security is reviewing the new ID they requested.”

So in short, it has been almost three weeks since I sent in the ID documents and auth form, and almost a week since I resent the scans plus a scan of my passport.

Should it really take this long? I am really starting to get the feeling that they are doing whatever they can to delay the process, giving me the chance to log back in and loose the money back to them..

And as an endnote, I know this sound a bit paranoid, but I belive that they have IP banned me from their livechat system. Suddenly I only got a white empty window when trying to launch the livechat. This persisted for days, I tried both in firefox and in explorer, and I even tried it at another computer in the house. Same result. Just a white empty window. So today I asked a friend over msn to just check if he could get through. It worked with him. I then decided to take my computer over to another friend to test it on his network. And wouldn’t you know, I got through there and talked to livechat! I asked if Joseph from sequrity was in, but he was not avilable on chat. I then asked if there was a phonenumber I could call him on. No phonenumber even tho he had supposedly tried to call me without getting to me. Livechat promised me however to send both Elka and Joseph an email from me and promised that I would hear back from them within the day. Still no reply.

I then took the laptop back here, and got the same white empty window. I know that this is not conclusive evidence and may sound a little paranoid, but how else could it be?

I have been nothing but polite with their livechat, and in my emails with them. I respect and understand that they have to do sequrity checks of new players, and especially since I got very lucky. But come on, should it take 3 weeks? And why are sequrity not informing me\answering my emails? Couldnt they atleast give me a timeframe (A new one that is, the one with 1-3 days was two weeks ago.)

Am I just impatient, or shouldn’t matters like this take way shorter then three weeks? The rep promised to follow up with sequrity. No reply. She has not answered my latest pm aswell.[/pab-in-progress]

 

[jelsmith]

Thats ridiculous! I had to send them my freakin birth certificate to get verified but they did it within an hour......I think they are stalling....I hope you get your money

 

[Antonia1953]

They are stalling...

I wouldn't post anything else in the forum, as it will undermine and possibly deny you a PAB resolution. If I were you, I would send the Rep another PM and if he doesn't give you the courtesy of a response and a explanation, then I would consider a PAB.

 

[Deeplay]

Big hit with cashout = stall stall for some casinos. Sad and in many ways pathetic. But as pointed out maybe PAB best way forward. If what you say is correct they is ZERO reason why should not pay within the standard time they set out on there website. Yet now another casino for me to avoid. God I hate this kind of crap . Heres to you gettin paid what you are owed!

 

[cpdnd31]

I played at lock yesterday- won 700.00 - they usally would pay within hours after waiting for 2 hours I went to live chat I was told they have grown so big and need help so Ill have to wait 3 to 5 bussiness days to get paid. I pmed Elka still have not heard anything. 3-5 bussiness days does RTG know about this because I thought their terms were 24-48 hours? Really mad especially since I was taking kids on trip and thought we could have extra fun money with it. But back to topic 3-5 days is not a acceptable time frame especially for a Rtg. Other thing is when they opened they were boasting about their quick payouts- what changed and why werent customers notified. I think we need to have a list on all accredited casinos with what their payout time frame is this way if they defer from it we can take action. Just unfair that they cant pay in timly manner especially to customers who have been with them since they opened.

I do admit on Monday I asked to close acct because losing streak was so bad there They gave me a credit to try to change luck- Didnt win on it- Then I had them close acct and thought about it and felt bad that they were so nice to me and I closed acct so I said ok reopen it Im gonna give it a try. 2 days later I hit for 700.00. Now Im just waiting it out.

If anyone else has cshed out recently can they post the time frame that it took them. Want to know if me or if their doing it to everyone.

 

[Endre]

They are stalling...

I wouldn't post anything else in the forum, as it will undermine and possibly deny you a PAB resolution. If I were you, I would send the Rep another PM and if he doesn't give you the courtesy of a response and a explanation, then I would consider a PAB.

So rogue behavior by an accredited casino should be kept in silence?

 

[cpdnd31]

Update: Just recieved message from Elka Money was put into my acct- I checked and it was there. Thank you Elka - However can we please have some info on what to expect on your payout times.

 

[Antonia1953]

So rogue behavior by an accredited casino should be kept in silence?

Noooooooooooooooo...it might just complicate a resolution through the PAB process, if necessary. If you want to forfeit that opportunity, then by all means, carry on.

Pitch-a-Bitch (PAB) process info:

https://www.casinomeister.com/player-arbitration-pab/

 

[takethemoney]

This is an accredited casino?

Good luck, I hope you get paid soon.

 

[chayton]

If this was me I'd definitely PAB - you've contacted the rep and support and not gotten anywhere. You've sent anything they requested so there shouldn't be a holdup. The only thing that would be an issue is that you were playing with a bonus, so they're checking to make sure you kept to the terms? But still 3 weeks is WAY too long IMO.

What a playthrough, holy ****! I can't manage to make playthrough on $700!

As an aside, most RTGs have a max cashout per week (or per month) rule right? So that a big hit won't put them out of business, I'm assuming.

 

[maxd]

Feel free to PAB as suits you but I've been in touch with the casino and I believe they have reasonable justification for taking some time to look into this case. They've notified you and the process will take as long as it takes, as these things do. If it all comes out well then you'll be paid. If not ....

As it happens the hold-up isn't at their end, but I'm well aware that that's not really the point.

 

[aceking123]

lock casino

hi pulver , you should of had those docs done by now , im thinking back to when i joined i had it sorted on same day , although i didnt play or make a deposit until i had a e mail back saying everything was ok , but this seems a little lame on there behalf , sure does look like a big stalling tatic , elka is very good most of the time, just hold out & do not spend your monies although its very tempting , failing that you know what to do pab , best of luck hope you get all your monies

 

[vinylweatherman]

RTG auditing slots play WTF!!!!!

THIS looks VERY questionable indeed! He admits betting bigger & bigger, up to $25 per spin, but this would be OVBIOUS, and would NOT need anything more than an audit looking for the biggest bets.

$25 per spin is NOT a great deal either, RTG slots go up to $100/$125.

Is there a term that prohibits $25 bets on slots?

The security requests DO seem like stalling, and WHY are they asking for the SECURITY NUMBER on the card, this is a BIG NO NO, and this should NOT be expected, nor given. There is also a problem with giving out social security numbers, it's ILLEGAL as far as I am aware for US citizens to give this out to mere businesses UNLESS there is permission from the US government for them to process & use such data. The same applies here in the UK with regard to our National Insurance number, which are ours for LIFE, and incredible damage can be done if criminals get hold of it, along with all our personal details.

Lastly, there is the curious issue of the "white screen" when he connects to live chat from home, and from ANY computer, yet it works fine from a friend's place. This looks VERY suspicious, and as though the "error" is that their end.

The delay is presumably with RTG, who are auditing the play, but surely this is routine, otherwise we would be inundated with complaints about ALL RTG casinos because they take so long auditing play for compliance with terms and conditions.

The casino should be keeping the player informed as the process continues, and had they done this, he might not have complained here. When a delay is of an extraordinary length, the player needs an explanation.

IF RTG are looking for "cheating at slots", it will be a case of the pot calling the kettle black, for we all know about how RTG slots can be "tweaked" between 91% and 97.5% by operators, and that players are NOT ALLOWED TO KNOW what setting they are playing.
I wonder if they are looking at the 4 mines & wild to see if it is "legit", but surely RTG should trust their own software, and they ARE random anyway, so surely it is not a case of "this combo was blocked, how did this player get it".

 

[Pulver]

I do not wan't to escalate this any further with a PAB as of yet.

I received a reply from Elka today saying:

"I just wanted to give you an update. Your account is being audited by RTG and they have not given us the report yet. Once we receive this we will then make a decision on your verification."


Now, I have no problem beeing audited, but couldn't they just have sent me this information right away? Couldnt sequrity have sent me an email confirming that the scans of my passport had been received and that they were waiting on a reply from RTG regarding verification?


What does a RTG audit mean anyways?

I am faithfull that everything will work out in the end, I just get frustrated when things drag out and no information or timeframe is given.

 

[vinylweatherman]

I do not wan't to escalate this any further with a PAB as of yet.

I received a reply from Elka today saying:

"I just wanted to give you an update. Your account is being audited by RTG and they have not given us the report yet. Once we receive this we will then make a decision on your verification."


Now, I have no problem beeing audited, but couldn't they just have sent me this information right away? Couldnt sequrity have sent me an email confirming that the scans of my passport had been received and that they were waiting on a reply from RTG regarding verification?


What does a RTG audit mean anyways?

I am faithfull that everything will work out in the end, I just get frustrated when things drag out and no information or timeframe is given.

I thought this was nothing more than auditing game play, but this implies that your documents are also passed to RTG for audit.

This is no ROUTINE audit, lets get this strsight, you are being INVESTIGATED FOR FRAUD. This is the ONLY reason why this is taking such a long time, they are not trusting the information, they are digging VERY deeply indeed, and this takes time.

The usual first withdrawal audit takes a few days at most, and NOT three weeks. It's a matter of checking that your documents are genuine, and match certain other verification sources they use, such as credit reference agencies, and that all details and deposit methods are a consistent match.

For RTG, it should be a matter of auditing the game play, and checking no terms were broken. For SLOTS, this should hardly be an issue, since there are no complications down to game restrictions, big bets on black, bet all on one hand of blackjack etc. The ONLY issue would be whether you bet too much per spin, and this would only apply if there was a term restricting bets to a percentage of the bonus. Further, this should be EASY to spot, and RTG should have procedures in place to do this kind of audit quickly.

I don't see complaints from EVERY player who has their first withdrawal delayed for this long because of a routine audit of gameplay.

This makes me think there is more to this than we are being told. Are YOU "up to something" with respect to "advantage play", and this has concerned the casino, because sometimes the line can be crossed from "advantage play" to fraud.

 

[Pulver]

I can reassure that im not "up to anything", whatever that means. I have been upfront with everything and sent in every document they have requested. I don't know what else you are refering to. I upped my bet from 2.5 up to 25 on the Paydirt slot, and then played the WR out on Loose Caboose, Paydirt and various other slots. I don't know how it can be any more to it than that?

 

[slotjunkie]

I can reassure that im not "up to anything", whatever that means. I have been upfront with everything and sent in every document they have requested. I don't know what else you are refering to. I upped my bet from 2.5 up to 25 on the Paydirt slot, and then played the WR out on Loose Caboose, Paydirt and various other slots. I don't know how it can be any more to it than that?

Yeah I was wondering why he would say that too! Why can't it simply be the casino is stalling, hoping he/she will play it back and/or trying to create some kind of nonsense to keep from paying him/her all together??? What is it with CM and Lock Casino

 

[takethemoney]

I do not wan't to escalate this any further with a PAB as of yet.

I received a reply from Elka today saying:

"I just wanted to give you an update. Your account is being audited by RTG and they have not given us the report yet. Once we receive this we will then make a decision on your verification."


Now, I have no problem beeing audited, but couldn't they just have sent me this information right away? Couldnt sequrity have sent me an email confirming that the scans of my passport had been received and that they were waiting on a reply from RTG regarding verification?


What does a RTG audit mean anyways?

I am faithfull that everything will work out in the end, I just get frustrated when things drag out and no information or timeframe is given.

Malfunction voids all pays and plays. Ever heard those terms? They are auditing the software to make sure it was a legitimate win and that the machine did not malfunction, that those symbols really did legitimately land where they did, etc.

 

[RedAndi]

Malfunction voids all pays and plays. Ever heard those terms? They are auditing the software to make sure it was a legitimate win and that the machine did not malfunction, that those symbols really did legitimately land where they did, etc.

Yeah at B & M it's a given, and they are regulated so you pretty much trust it's on the up and up.
As for onlines....how do we the players know if a malfunction has actually occured? Do they provide proof? Can that proof be trusted?

Does anyone know of an online actually using this to get out of a win, legit or not? I am curious now.

 

[takethemoney]

Yeah at B & M it's a given, and they are regulated so you pretty much trust it's on the up and up.
As for onlines....how do we the players know if a malfunction has actually occured? Do they provide proof? Can that proof be trusted?

Does anyone know of an online actually using this to get out of a win, legit or not? I am curious now.

Here is something that that does not exactly put your mind at ease:

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"Yet Another Casino Yanks Jackpot Prize, Claiming Faulty Software
from the unlucky-sevens dept
Apparently faulty slot machines that always seem to malfunction when someone wins big are becoming more popular at casinos -- and they're now not awarding larger sums. Last year, we wrote about two guys in Canada who thought they had won $209,000 using a slot machine, only to be told that they didn't win and it was all a computer glitch. Earlier this year there was a similar story of a man apparently not winning $102,000 at a new casino in Pennsylvania. In that case, the negative press coverage convinced the casino to pay up. The latest such case takes place at the Sandia Resort and Casino in New Mexico, where a guy was told that his $1.6 million slot machine win was actually a computer malfunction. He's suing, but he might not have much of a case -- especially since the casino is on an Indian reservation, and not subject to the US court system. Also, in this case, it's a little more reasonable to understand why the guy might not have a strong case: apparently the machine clearly stated that the payouts were limited to $2,500. Still, it makes you wonder: for all these slot machines with faulty software that's suddenly discovered after people win... what happens when machines screw up the other way? Somehow, we doubt that the casinos call them up to a room in the back (as always seems to happen in these cases) and tells them the machine screwed up and they actually won."

 

[bernynhel]

No matter the outcome, this thread only exists because Lock has been dicking the OP around for 3 weeks. If a casino can't be completely forthcoming with a customer regarding the status of the cashout, on a daily basis, if it so pleases the customer, then the casino deserves to have its business put out in the street and embellished by all of the paranoia, fully warranted by the ample time the OP has had to develop it.

 

[maxd]

Why can't it simply be the casino is stalling, hoping he/she will play it back and/or trying to create some kind of nonsense to keep from paying him/her all together???

I suggest you re-read my previous post: I've been in touch with the casino peeps, they've explained the situation, I believe they have reasonable grounds for their investigation. In other words it's not pointless stalling or "some kind of nonsense". Please read the information provided.

What is it with CM and Lock Casino

Care to elaborate? Your question is unclear.

Malfunction voids all pays and plays. Ever heard those terms? They are auditing the software to make sure it was a legitimate win....

You do realize that you've just pulling this out of thin air, yes? I respectfully suggest that you have no idea why they're doing what they're doing and you're simply ... pulling ideas out of thin air.

If you wish to speculate (for no particularly good reason) that the investigation has got something to do with "malfunction" then I suggest you start your own thread entitled "My ideas of what might be going on in an investigation I know absolutely nothing about". Then wild ideas like this would be relevant and on-topic, as opposed to being pointless derailments like they are here.

No matter the outcome, this thread only exists because Lock has been dicking the OP around for 3 weeks.

Indeed, the delays are the reason this thread exists, but as stated earlier that delay is basically beyond Lock's control at the moment. They did raise the flag on this but once that's done the process passes to other people's hands, which is where it's at now.

I realize that may not be what you want to hear -- soooo much easier and more satisfying to blame Lock -- but if you want to deal with the reality of the situation instead of some distortion or fabrication then that's what you're looking at. Inconvenient but there it is.

Is it a PITA for the OP that it's taking some time? No doubt, but since it is justified that's basically tough noogies: it'll take as long as it takes and there it is.

Reasonable persistence in seeing things keep moving along -- which is more or less what the OP has done to this point -- is one thing, pointless speculation, imagined scenarios and belly-aching is a whole different thing. Unfortunately the latter seems to be the point of a good percentage of the posts here.

 

[chuchu59]

I suggest you re-read my previous post: I've been in touch with the casino peeps, they've explained the situation, I believe they have reasonable grounds for their investigation. In other words it's not pointless stalling or "some kind of nonsense". Please read the information provided.



Care to elaborate? Your question is unclear.



You do realize that you've just pulling this out of thin air, yes? I respectfully suggest that you have no idea why they're doing what they're doing and you're simply ... pulling ideas out of thin air.

If you wish to speculate (for no particularly good reason) that the investigation has got something to do with "malfunction" then I suggest you start your own thread entitled "My ideas of what might be going on in an investigation I know absolutely nothing about". Then wild ideas like this would be relevant and on-topic, as opposed to being pointless derailments like they are here.



Indeed, the delays are the reason this thread exists, but as stated earlier that delay is basically beyond Lock's control at the moment. They did raise the flag on this but once that's done the process passes to other people's hands, which is where it's at now.

I realize that may not be what you want to hear -- soooo much easier and more satisfying to blame Lock -- but if you want to deal with the reality of the situation instead of some distortion or fabrication then that's what you're looking at. Inconvenient but there it is.

Is it a PITA for the OP that it's taking some time? No doubt, but since it is justified that's basically tough noogies: it'll take as long as it takes and there it is.

Reasonable persistence in seeing things keep moving along -- which is more or less what the OP has done to this point -- is one thing, pointless speculation, imagined scenarios and belly-aching is a whole different thing. Unfortunately the latter seems to be the point of a good percentage of the posts here.

OK, I understand that these things take time but there must be a timeframe for the completion of the investigation regardless of whether it's related to fraud or any other sort of issues. Otherwise, it's still stalling but taking the form of something else.

 

[slotjunkie]

I suggest you re-read my previous post: I've been in touch with the casino peeps, they've explained the situation, I believe they have reasonable grounds for their investigation. In other words it's not pointless stalling or "some kind of nonsense". Please read the information provided.



Care to elaborate? Your question is unclear.



You do realize that you've just pulling this out of thin air, yes? I respectfully suggest that you have no idea why they're doing what they're doing and you're simply ... pulling ideas out of thin air.

If you wish to speculate (for no particularly good reason) that the investigation has got something to do with "malfunction" then I suggest you start your own thread entitled "My ideas of what might be going on in an investigation I know absolutely nothing about". Then wild ideas like this would be relevant and on-topic, as opposed to being pointless derailments like they are here.



Indeed, the delays are the reason this thread exists, but as stated earlier that delay is basically beyond Lock's control at the moment. They did raise the flag on this but once that's done the process passes to other people's hands, which is where it's at now.

I realize that may not be what you want to hear -- soooo much easier and more satisfying to blame Lock -- but if you want to deal with the reality of the situation instead of some distortion or fabrication then that's what you're looking at. Inconvenient but there it is.

Is it a PITA for the OP that it's taking some time? No doubt, but since it is justified that's basically tough noogies: it'll take as long as it takes and there it is.

Reasonable persistence in seeing things keep moving along -- which is more or less what the OP has done to this point -- is one thing, pointless speculation, imagined scenarios and belly-aching is a whole different thing. Unfortunately the latter seems to be the point of a good percentage of the posts here.

1. Thanks for the invite to re-read, but I read it very clearly the first time and it just seems when it is a big win there is always some reason to start questioning the winner(players) authenticity but when they took the deposit(s) they didn't need to do any deep(3+week long) investigation

2. It just seems that CM jumps to side with Lock on a few incidents! I know there is a personal relationship with them but...
Being an honest person myself, I tend to side with the player wanting to believe that they too are honest and not "up to something!"

 

[maxd]

OK, I understand that these things take time but there must be a timeframe for the completion of the investigation ....

If the investigation is genuinely progressing then it's not "pointless stalling", no matter how impatient one might find oneself.

Remember the Rushmore investigation about a year ago? That took months but it was totally legit, we know because we kept close tabs on it, and the bottom line was the time it was taking was justified.

Yes, it's annoying, without a doubt, but you can't just wave your hands (not "you" personally Chu, peeps in general) and say "too long, too long!" and make it all go away.

I've said it before: given the facts in this case investigation is justified, indeed necessary. So, there it is: the investigation will run its course and produce its results.

If the OP had a PAB running on this then it would be me making sure that things were ticking along. As it is the OP has decided otherwise so they'll have to stay on top of it themselves as best they can. Fair go, but pointless bitching about the process or wild speculations isn't going to help (again, not you Chu, just making the point in general).