[5Dimes]

Originally posted on 11/17/2010:

Facts for this issue:
5Dimes gives its players access to a 3rd party Live-Dealer casino.
Other players at the table in this case may or may not have been 5Dimes players.
No complaints have been provided or filed from any other 5Dimes player regarding this issue.
The issue occurred shortly before 1am Eastern Time.
The original transcript of the chat with the player, which began 10 minutes after the issue, is listed below.
A screenshot of the table will be posted as as soon as it is resized to fit the format required in this thread.
The player's original claim in the chat is he was dealt a blackjack. That claim is incorrect.
The player claimed to be shorted $1250, when even if it was a blackjack, that amount would have been $750.
The player was refunded the original $500 bet immediately.
Once all the facts had been gathered, the player was given credit for a $500 win on a hand where he had been dealt a 20 vs a dealer 6.
The dealer was never given the opportunity to draw to a total hand of 20 or 21 in this case.
Rather than have a table setup laid out where both player and dealer could complete the hand with the pending card, 5Dimes chose to credit the $500 win outright.
It does not take SBR to solve most problems. It takes all clients giving all offshore operations the time to properly do research into an issue before acting as this one did.



chat starts shortly after 1am eastern time today:
info: Please wait for a site operator to respond.
info: You are now chatting with 'Alen'
Alen: Hello. How may I assist you today?
‘customer’: alen
‘customer’: I have deposited over 4K
‘customer’: in the last month
‘customer’: I WAS JSUT AT THE LIVE DEALER TABLES.
‘customer’: OK, i wagered around 2 thousand dollars tongiht
‘customer’: i had a 500$ hand pending
‘customer’: I showed an ACE
‘customer’: there were SEVEN people at the table
‘customer’: the dealer flops me a 10
‘customer’: which EQUALS BLACKAC
‘customer’: i ahd a BJ and anothe rmember
‘customer’: then the SUPERVIOR enters and CANCELS THE ******* HAND
‘customer’: because THE DEALER made a MISTAKE
Alen: Can you please confirm your account number and password?
‘customer’: now look, I am a SBR PRO member on the sbrforum, I have deposit OVER FOUR THOUSAND DOLLARS
‘customer’: into this ******* site
‘customer’: AND NOW YOUR SITE IS CHEATING ME OUT OF 1,250$
‘customer’: 5dxxxx
‘customer’: xxxx
Alen: Just a moment please
Alen: Let me check on that
‘customer’: this is ******* ridicolous
‘customer’: I am already talking to SBR guys about this
‘customer’: you guys are rated an A+ there
‘customer’: I deposited over FOUR THOUSANDS DOLLARS
‘customer’: i would of HIT A BLACKJACK
‘customer’: and then he CANCELS THE ******* HAND?
‘customer’: i lost 2K tongiht
‘customer’: nO HANDS WERE CANCELLED
‘customer’: finally, I hit a BJ
‘customer’: and BECAUSE YOUR EMPLOYEE MESSED UP, IT PENALIZES US?
‘customer’: this is ******* bullshit
‘customer’: I deposited all this money
‘customer’: and now I get screwed out of a blackjack
‘customer’: because the DEALER messed up/
‘customer’: thats ridicolous
‘customer’: and I want a credit of $1,250
‘customer’: Ive deposited os mch ******* moeny inoto your site
Alen: At around what time or j=how long ago you had this issue
Becky: (private note) transfer to me
info: Please wait while I transfer the chat to 'Becky'.
info: You are now chatting with 'Becky'
‘customer’: THIS WAS LITERALLY FIVE MINUTES AGO
Becky: Greetings
Becky: im the Operations Manager
Becky: & a lot of cursing in this chat caught my attention...
‘customer’: Yes.
‘customer’: I am FUMNING right now.
Becky: so lets start by taking down the tone so i can help you
‘customer’: I am sorry for cursing
‘customer’: but this is ridicolous.
‘customer’: Sure Becky.
‘customer’: I am a SBR PRO member, I've deposited around 4,500 thousand in 5dimes int he past 2 months, ok.
‘customer’: check my account and you will see.
Becky: the SBR pro member doesnt make a difference in our book
‘customer’: I lost around 2K in BJ tonight in the live dealer, and on a 500$ hand I hit an ace, and a 10....
Becky: all customers are treated equally
Becky: we care about all the same
‘customer’: the supervisor then went ahead and CANCELLED the hand.
‘customer’: thats fine.
Becky: now
Becky: also
‘customer’: but you guys are a big sponsor at SBr and I also DEPOSITEd here cuz of SBR.
Becky: i need for you to know that we acquire the Live Dealer service
‘customer’: ok, I was screwed out of $1,250 because YOUR EMPLOYEE made a mistake
Becky: its a third party vendor
‘customer’: and this has made me upset, and I am frustarted.
‘customer’: I lost $1,250 because the DEALER made a mistake.
‘customer’: thats not fiar
Becky: that we buy the service from
‘customer’: especially to a customer like me.
Becky: so i am going to look into the situation here
Becky: to figure out what is the problem
Becky: allow me a few min
‘customer’: bottom line Becky is, check my account. You will see I've deposited a PLENTY $ into this site..and me being screwed out of 1,250$ is LUDACRIs.
‘customer’: I simply want that credited in my account, that is all.
Becky: let me see what is it that happened so i can make a decision here
‘customer’: ok Becky, thanks
‘customer’: they cancelled the hand, for no reason and I got screwed...I am so angry and upset righ tnow..
‘customer’: I am sorry for cusring, but I am sure you can understand my frustrating, please assist me in this matter Becky. Thank you.
Becky: ok ‘customer’, this is what we'll do
Becky: im not getting a reply from these people, so i am going to have to wait until they show up & give me some answers
‘customer’: i want my $1,250
‘customer’: I jsut want 1,250$
‘customer’: thats what I should of had
Becky: & i want explanations from the Live Dealer
Becky: so im getting that first
‘customer’: look @ my account.
Becky: i am
‘customer’: I've been NOTHING but a GOOD customer
‘customer’: And NOW i;ve gotten SCREWED
‘customer’: from an A+ book.
‘customer’: I've deposited so much money Becky
‘customer’: you guys bascailly stole 1250
‘customer’: I would of had BJ
‘customer’: and becasue the DEALER messed up
‘customer’: I get scrwwed?
‘customer’: how is that fair?
Becky: WE DIDNT STEAL anything from you ‘customer’
Becky: i will find out exactly what happened
‘customer’: why won't they answer you?
‘customer’: thats odd
Becky: as soon as i see the video
‘customer’: you will see
‘customer’: THAT THEY CANCLLED the hand
‘customer’: BECAUSE THE DEALER messed up
‘customer’: please look here:
‘customer’:
‘customer’: people are already taking about it
‘customer’: this is ridicolous Becky.
‘customer’: I am truly disapointed and shocked by this Becky.
‘customer’: Really, I've played in this 5dimes live casino for about 2 weeks straight
‘customer’: and NEVER did I see a hand cancelled like this
‘customer’: I honestly got screwed out of 1,250$
‘customer’: I just deposited 1,500 today Becky
‘customer’: there is a REASON why I deposited all this money to your site.
‘customer’: If you check my account, you would see I deposited 1,500 today Becky.
Becky: i'll dig
Becky: & we'll get to the bottom
Becky: but i need to get them to talk to me first
‘customer’: I guess this is loyal customers get treated
‘customer’: I deposited 1500 today and got shorted out of $1,250
‘customer’: wow.
Becky: ’customer’
‘customer’: yes Becky.
Becky: i already explained to you that the Live Dealer, as all the other casinos that we offer, are 3rd parties
‘customer’: please read that link, as that thread will fill up quicky you guys are an A+ there!
Becky: we buy the service from them
‘customer’: I am teling you wha thappened
‘customer’: this is not my fault and why am i shorted?
Becky: i understand that
Becky: but i need to see it myself
Becky: im not going to leave this matter unattended
‘customer’: I will wait all night if I have to
‘customer’: it's hard to sleep knowing someone basically took over 1K from you.
‘customer’: after losing 800$ before that
‘customer’: you don't seme me complaining about losing 800$ tomnight right?
‘customer’: but when something isnt RIGHT like this, thats when I will complain
‘customer’: I also lost 2,500 this WEEKEND
‘customer’: and I STILL DEPOSITED another 1,500$ today!
‘customer’: like, MY ACCOUNT has all the info there, I am a loyal customer
Becky: did those $2500 were also "stolen" from you?
‘customer’: nope.
‘customer’: you don't see me complaining about that
Becky: ok, then lets stick to the topic
‘customer’: I am showing you I am a good customer.
‘customer’: no need to be rude to me Becky.
‘customer’: This is nuts.
Becky: i appreciate your business ‘customer’
Becky: dont get me wrong
‘customer’: that doesn't do mich
‘customer’: so what?
‘customer’: my account has 1 $
‘customer’: a better bonus isn't going to do anything
Becky: but i need to see it myself
‘customer’: I want the $1,250 back.
Becky: that will occur once i see what you say happened by myself
Becky: i will read the link
‘customer’: when will they "show you this video"
Becky: & i will dig into all the complaints that can be tehre
‘customer’: it shouldnt be this long
‘customer’: this happend already 30 minutes ago.
Becky: once i'll see it, it'll happen
Becky: it wont be in 30 min
Becky: im in my house now
Becky: in bed
‘customer’: It's been 30 minutes I meant.
‘customer’: as am I
Becky: wanting to sleep
‘customer’: haha
‘customer’: so am I.
‘customer’: but I want this resolved.
‘customer’: like is aid before, I can't sleep when i was being scammed of 1250.
Becky: so this is the first thing i will resolve tomorrow when i resume to work
‘customer’: its hard to do.
Becky: you can declared yourself "scammed" if i had said NO CLAIM
Becky: but that is not the case
‘customer’: that is true Becky.
‘customer’: I just hope you can understand my frustration
Becky: i do understand
Becky: absolutely
‘customer’: actually, If you check my chat with "DAVID" from around 5 EST you will see I told him I plan on depositing more on Thursday
Becky: & i dont take this complaints lightly
‘customer’: I know you guys can check the chat history, if you do, I spoke with David earlier and we spoke about another deposit for this Thursday
Becky: as i hate when third parties mess up with the name of the brands we have carefully built
Becky: so dont worry, this wont be left unattended, but i need your cooperation in bearing with me until the sun shines again for us tomorrow
‘customer’: I understand becky, but please check my chat history
‘customer’: I planned on sending another 1,500 your guys way on Thursday
Becky: i'll do that too
‘customer’: check my chat wit David at around 5 EST today.
‘customer’: ..yup
‘customer’: it just hurts Becky.
‘customer’: I run a buisness Becky, and I would take care of this if this happened to a loyal customer.
Becky: i am taking care of this ‘customer’
‘customer’: and I am not triyng to break anyones chops or annoy you, but this is ridicolus and my PAST history here at 5dimes shows I am a good custoer
Becky: who said i wouldnt??
‘customer’: HECK, I was going to SEND ANOTHER FIFTENN hundred (whichi is a lot) in one day
‘customer’: I know Becky, I apperciate that.
Becky: alright then, your account was credited with the cash back, as soon as i have wrapped my hands around this tomorrow, i'll shoot you an email
‘customer’: I have no problem sending another 1,500 like I discussed with David
‘customer’: I jsut want my 1,250.
‘customer’: when will you be in tomrorow?
Becky: if you were planning to deposit or not wont be relevant to this matter, im not going to solve this to get another deposit from you
Becky: we are going to solve this because if it all happened as you said
‘customer’: I won't be able to sleep tonight, as this is very frustrating and still can't believe this went down.
‘customer’: Thats correct Becky.
Becky: it HAS to be solved
‘customer’: Yes, it does.
‘customer’: are you fimilar with Justin from SBR?
Becky: yes
Becky: why?
Becky: i usually deal with Bill
‘customer’: yes, Bill Dozer?
Becky: but i know Jusitn
‘customer’: Justin messaged me and told me he will look into it, should I hold on until tomorrow?
‘customer’: Bills a good guy from what I hear.
‘customer’: have never interacted with him tho
‘customer’: haha
Becky: well, justin is not the one that runs 5Dimes, so the ones that need to look into it are already doing it
Becky: which is us
‘customer’: I know Becky.
Becky: you take a case to SBR when the book doesnt help you
Becky: & that is not the case here
‘customer’: no I trust you.
‘customer’: just a bit frustating as im sure you understand
Becky: i do
Becky: & i hope it doesnt happen again, & if some other complaint has to be placed, you come to us, to ME first
Becky: because that is how things get solved properly
‘customer’: I've had no COMPLAINTS about 5dimes
‘customer’: except tonight.
‘customer’: and its not even a complaint its BLATENT.
Becky: now im off to bed, you try to catch some sleep
‘customer’: how my hand got canelled, when clealry i would of won.
Becky: nothing has been stolen
Becky: as that is not the kind of shop we run
‘customer’: THERE WERE SEVEN PLAYERS at the table, we weere all upset.
‘customer’: i know, like i said NO COMPLAINTS about 5dimes up until this point
‘customer’: when do you get in tomorrow Becky?
Becky: i'll be online around 10am ET
‘customer’: ok that sounds good.
Becky: i'll talk to you tomorrow
‘customer’: alright Becky
Becky: go rest
‘customer’: thank you for your interest in assisting me, I will speak to you tomrrorow
‘customer’: I will try, very upset right now
‘customer’: but thank you.
Becky: You're welcome
‘customer’: speak to you tomorrow.
‘customer’: in the chat right?
Becky: yessir
‘customer’: ok thanks,



completion of chat with customer, today eastern time:

[15:27:07] Tony: you were credited with the $500 back immediately
[15:27:28] Tony: as soon as becky had the facts on the case, you were credited with a win of a player 20 vs a dealer 6 without the dealer cards ever being drawn
[15:27:38] Tony: you were completely wrong about the cards you claimed you had
[15:27:56] Tony: in my opinion, you should have a hand dealt to you where you watch the cards shuffled on your own table
[15:28:01] Tony: you choose how many time they are to be cut
[15:28:12] Tony: and the dealer draws to the 6 to see if a push or a win for the dealer occurs
[15:28:28] Tony: but i can appreciate becky going beyond what is needed to please a customer
[15:28:53] Tony: and she did this for a customer who waited all of 10 minutes to post in a forum before we ever had the chance to confirm anything you said
[15:29:02] Tony: and it turns out you didn't even know the cards you had
[15:29:17] Tony: did i leave anything out?
[15:30:27] ‘customer’: No problems Tony, again I appreciate that work you guys did for me
[15:31:29] ‘customer’: Thank you again sir.
[15:31:33] Tony: so you don't want to put the $500 we gave you back on the table and properly finish the hand?
[15:31:38] ‘customer’: please give Becky my thanks as well
client ends chat