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Rizen

*** Merge Gaming Network Official Support Thread ***

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is lock not open to US players now?

This was covered on the last page, and a few others spots throughout the boards and in an article. Pls see below.

I think all Merge skins stopped accepting US players as of June 1 (or just before). Hope this helps.

It was June 3rd I think, but close enough. Also, rumor has it that it will be 4-6 weeks and they will allow more US customers, maybe Rizen can shed some light on this rumor.
Edited by wackyJaxon
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Good question. I haven't even started my account verification yet so no idea. I will email support. Wish me luck.

Also, since RB players can't exchange VIP points for cash, what can they be used for?

Yes, you can block out the 3 digit security code and the last 8 digits on the card if you choose on the verification forms. It's just to get enough information to verify that the card is yours.

-Rizen

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I'll follow up on it now... lately though things on the poker side through the Merge cashier have been taking 3-5 weeks for 'approval' and the another week or so for delivery.

There is a check by courier option on the casino side and the first batch of those is going out Monday. It takes about 24 hours for approval and all approved checks go out on Mondays, take 3-5 days for delivery, and will come with a FedEx tracking #.

-Rizen

Feel free to forward it to me and I can follow up.

Thanks

-Rizen

I looked on the casino side for this option and dont see it. When I go to the casino, I transfer money from poker to casino then the only options are to play casino games or deposit, there is no withdraw option. Any help would be appreciated

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PLO8 - Rizen, any chance of adding a PLO8 MTT earlier in the day? Your first one isn't until 2:15p. Something around 11-12:00p, $5-10 range would be great. Thanks.

I don't see any issues with the amount of plo8 tournies but my issue that I've mentioned before is that the highest guarantee is only a 2K. How about a daily 5K perhaps a $55 freezeout or a $20 rebuy and a weekly perhaps say 7.5K.

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Hi Eric,

So I sent a follow up email yesterday and CC'd you like you asked. Its now been over 48 hours and my check still says requested. Doesn't look good for my check going out on Mon. You seem like you are really trying to work things out for everyone, but this is ridiculous. This is my 3rd attempt at a payout. I 1st tried a check through the poker room and was told it would process in 7 to 10 business days and it obv didn't. Then you suggested WU on the casino side so I did that as well. That was supposed to payout in 24-48 hours and that didn't work either. Then you said that the check on the casino side (unique to Lock) would be processed in 24 hours and a check would be sent out on Mon. I took your word and now that doesn't seem like its happening either.

Again, it feels like you really want things to go smooth for people, but you are putting your reputation on the line and it doesn't seem like Lock is able to back your play. I want to believe in Lock. After everything that has happened recently, you would think that they would go out of there way to make players feel confident that there money is safe and accessible short of another government seizure. That clearly isn't the case. Please let me know what is going on.

Thanks

Edited by mykidsH8me
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Just received this. It still says "requested" and not "authorized" in the cashier, but hopefully it has been taken care of:

"Hello,

Our Payments Team had confirmed that your payout has been Authorized and will be included in the next batch.

All our best,

Elle"

 

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Hi I have 2 issues that I need to address here. I figured it would be easier to send a copy of what I emailed support about these issues in a message to you RIZEN. I hope you have received my message and will forward it to support. I have emailed them twice with no response in the last week so any help would go a long way and be greatly appreciated. Thanx for the help RIZEN. Take care

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I tried to deposit via Western Union Money Transfer on the Casino side. I got the instructions on Wednesday and sent the money the same day. The site told me it would take 30 min to process. It has now been 4 days and 3 e-mails to support. I got one reply on Thursday:

"Hi there,

I see that your deposit is currently Pending. Once our Western Union Merchant office opens tomorrow morning they will process your deposit first thing.

All our best,

Anne

 

---

CSR, Lock Support"

It is now Sunday. Has anyone else encountered this problem? The receiver still has not picked up the funds. I am going to go to western union tomorrow (Monday) and get whatever kind of refund I can if this issue is still not resolved by tomorrow. This is very disappointing to me. A little honsesty would be nice, especially when it comes to matters involving money. The money is there, and you wont take it? Rizen...I have been cc my e-mails to you, because I know the support staff is lacking, and usually sends automated responses.

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I saw this on the Lock thread over on 2+2 and figured that it would be helpful from some ppl here:

For those of you who are worried about your check still saying that it is just "requested" after 48 hours, make sure you are actually looking at the right place. I believe the status on the "account history" page is just "courierChk Withdrawal Requested" for everyone, even after it is authorized. That is normal. However, if you go to the withdrawal page and click the "1 Pending Payouts" link it should tell you that your check has been authorized.

 

 

 

 

 

 

 

 

 

 

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How do you select your preferred seat on Lock so I can use my HUD more effectively?

In normal table mode, look just to the right of the chatbox and you will see five buttons aligned vertically (when you are seated at the table). The top button is a red chair. When you hover over it, the pop up says "Preferred Seat".

Edited by Never925
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Hi Eric,

So I sent a follow up email yesterday and CC'd you like you asked. Its now been over 48 hours and my check still says requested. Doesn't look good for my check going out on Mon. You seem like you are really trying to work things out for everyone, but this is ridiculous. This is my 3rd attempt at a payout. I 1st tried a check through the poker room and was told it would process in 7 to 10 business days and it obv didn't. Then you suggested WU on the casino side so I did that as well. That was supposed to payout in 24-48 hours and that didn't work either. Then you said that the check on the casino side (unique to Lock) would be processed in 24 hours and a check would be sent out on Mon. I took your word and now that doesn't seem like its happening either.

Again, it feels like you really want things to go smooth for people, but you are putting your reputation on the line and it doesn't seem like Lock is able to back your play. I want to believe in Lock. After everything that has happened recently, you would think that they would go out of there way to make players feel confident that there money is safe and accessible short of another government seizure. That clearly isn't the case. Please let me know what is going on.

Thanks

From your other message it looks like things are moving along?? as far as your other comments go, I completely understand your frustration, and I'm in contact with both Lock and Merge on a regularly (read: daily or more) basis and I'm very confident that absolutely everything is being done to take care of the players. It's an unprecedented time in online poker, and I realize that excuse only works for so long, but I think we'll start to see a sense of 'normalcy' kicking in soon.

-Rizen

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VillageGrinder so it only took approx. 48 hours for yours to say it has been processed, mine has say said pending approval for over 2 weeks now..... Is everyones max amount for check $2500?? Can you request this to be a bigger amount or is this not possible?

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VillageGrinder so it only took approx. 48 hours for yours to say it has been processed, mine has say said pending approval for over 2 weeks now..... Is everyones max amount for check $2500?? Can you request this to be a bigger amount or is this not possible?

I believe VillageGrinder is using the new check by courier option on the casino side of things, which is processed differently than the poker side of things. The poker side of things is a network cashier handled by Merge while we control the cashier on the Casino side.

Checks by courier over there have a max amount of $3000.

-Rizen

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From your other message it looks like things are moving along?? as far as your other comments go, I completely understand your frustration, and I'm in contact with both Lock and Merge on a regularly (read: daily or more) basis and I'm very confident that absolutely everything is being done to take care of the players. It's an unprecedented time in online poker, and I realize that excuse only works for so long, but I think we'll start to see a sense of 'normalcy' kicking in soon.

-Rizen

Thanks Rizen, I know that you guys are really backed up right now and I do appreciate your responses. It is clear you are doing whatever you can to help everyone out and ease peoples concerns. Although it doesn't look like my check is going out today, I recieved another email that it will go out this week and I should get a tracking number within 48hours so I'll wait and see.

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