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Lock Poker’s move to its very own online poker network experienced a few bumps in the road over the summer, mainly a result of the site’s massive existing player base and a new infrastructure that couldn’t quite accommodate them immediately.
Lock Poker, and its newly formed Revolution Poker Network (formerly known as the Cake Poker Network), became the largest US-facing online poker venture overnight. This is hardly uncommon for companies entering into mergers and/or acquisitions to experience turbulence early on. Key point the airline industry: Just look at the recent merger between United and Continental Airlines as an example of transitions that have not exactly gone smoothly but should ultimately work out for the best in the long run.
Over the past few months since the move, Lock has been working tirelessly to remedy issues that may have occurred during the transition. These include software and service issues.
The great news is that the expansion of Lock Poker’s customer service department is beginning to pay off.
Note these comments on the forums.
I had a couple of issues I had questions about and Lock Support responded within an hour about these issues and they were resolved. I see a lot of negative posts about support and just wanted to show a positive example. It seems like Lock has really expanded their support staff. Good job Lock!
And this one...
I recently had an issue with not receiving one of my payouts after winning a HUSNG, I contacted Lock they forwarded to the relevant department and 3 days later I got a reply saying my issue was resolved and money refunded back into my account. Nice to see improvement.
More good news is that many of Lock’s players in North America are reporting payouts within two weeks, a huge improvement in the 4-8 weeks experienced by some of the larger US-facing online gambling sites over the past 12 months.
Lock Poker has its own forum at TwoPlusTwo.com so that representatives are there around the clock to answer questions while "real" customers share their experiences (both positive and negative). Like with any forum, shills and those with ulterior motives will occasionally proliferate. Hence, not all of the "negative experiences" you read are necessarily coming from someone who actually plays poker on Lock.
- Ace King, Gambling911.com
