Big Problem at 5Dimes...Any Help?

**michael777** · 09-21-05, 12:38 PM

real nice, so many people are out all this money and the bank was off friday saturday sunday and monday,no excuse for that,

the holiday,someone should have been working to get things corrected

**Mudcat** · 09-21-05, 12:49 PM

Well the easy thing is always to jump down the book's throat after a post like that (and I wouldn't be surprised or consider it inappropriate if some posters do just that) but I'm just going to say thanks for posting and acknowledging, 5 Dimes.

We will deal with each customer on a case by case basis to ensure proper compensation for all this hassel.

Glad to hear you are going to evaluate the "collateral damage" caused by this error because it sounds like awol had some of that. It sounds like "proper compensation" for him is more than just having his improper charges corrected.

(It also sounds like Dozer has already been speaking to an individual at 5 Dimes about this case so that is encouraging.)

My only recommendation. Make a point of being more pro-active about it. Dealing with this situation should be a top priority. Look for creative solutions. Go out of your way to keep affected parties informed

And think SPEEDY.

**natrass** · 09-21-05, 12:54 PM

5 Dimes ...

i) I think you have 100% responsibility for whichever banking methods you employ. To the customer it is utterly irrelevant other than they can of course expect it to work.

ii) On finding out, why did you not contact the customers rather than let them get a shock. Id imagine some folk may have been away from home, holidays, whatever and relied on their cc. I would imagine that would be extremely stressful for them. How come no emails, etc.

iii) You say the processing company will make rectifications ... for myself, I cant believe you will still be using them. As has been seen, ALL the risk of future errors falls on the customer and not yourselves. It seems like you are happy to spectate.

iv) Please use paragraphs.

**awol256** · 09-21-05, 01:20 PM

Well...there's a lot I can say about the matter...I guess I have to say thanks for the response. That is a million times more the information I've received when I contacted 5 Dimes myself.

ii) On finding out, why did you not contact the customers rather than let them get a shock. Id imagine some folk may have been away from home, holidays, whatever and relied on their cc. I would imagine that would be extremely stressful for them. How come no emails, etc.

Stress is an understatement. If this happened at any time of the year except this week, I wouldn't be whining about it as much. And at any other time, I could swallow a $3600 loss for a week.

You've all heard my about how this has affected my VIPSports account & winnings I cant even access at this point.

But in the past month I have completely payed off everything I ever 'owed' in my lifetime...that goes for credit cards, student loans, etc. I've also moved into a new place...with all new crap...down payment, etc.

Now I have 4 or so bounced checks in my lap...and a couple nasty phone messages about my first condo payment being late...and literally crossing my fingers, that the money is returned to my account before my condo payment is cashed. Hell of a first impression, huh?

So hearing about holidays, delays, lack of communication, and such...doesn't make me feel much better. Yes, its better to be more informed right now...but I shouldn't have to go to a forum to get my answers....or even an apology.

**sergfro** · 09-21-05, 01:37 PM

awol256, will you use 5Dimes again?

**Emmdoubleu** · 09-21-05, 01:53 PM

I can imagine the issues this could cause for a player and their families, and the lack of communication and insincere post by 5dimes. 5dimes needed to resolve the players issue immeditately, and work out the issue with the processor on their own schedule. The players can't be put in this situation. This is a complete disaster and the book should be overly generous in compensating the players. I am assuming there rating will suffer from this?

**pags11** · 09-21-05, 02:13 PM

awol...I'm sorry to hear this happened...I'm with fivedimes to...gonna go check my online banking...please keep us updated...

**OldeTymePlaya** · 09-21-05, 03:20 PM

I always liked 5dimes but this is bad

BB · 09-21-05, 04:56 PM

Emmdoubleu states I am assuming there rating will suffer from this?

Their rating might suffer from this IF they didn't compensate the players for the hassle and reimburse them for the amount double charged. As long as a situation like this is handled and the customer is happy, a books rating should not suffer. I am certain they are doing as much they can to solve this matter quickly.

Do you even have any experience with 5Dimes? They have a good rating because they earned it and because they are an awesome book.

BB

**Illusion** · 09-21-05, 06:07 PM

Thanks for sharing your thoughts and welcome to SBR BB.

**raiders72001** · 09-21-05, 06:10 PM

Do you even have any experience with 5Dimes?

I like 5 Dimes as a book but they make many mistakes grading props.

**natrass** · 09-21-05, 06:11 PM

Originally posted by BB

Emmdoubleu states I am assuming there rating will suffer from this?

Their rating might suffer from this IF they didn't compensate the players for the hassle and reimburse them for the amount double charged. As long as a situation like this is handled and the customer is happy, a books rating should not suffer. I am certain they are doing as much they can to solve this matter quickly.

Do you even have any experience with 5Dimes? They have a good rating because they earned it and because they are an awesome book.

BB

So you dont think wiping out their customers cc's is really that big a deal or something?? You must be easily pleased with your bookies.

BB · 09-21-05, 07:07 PM

1. Thanks Illusion.

2. Natrass - I don't believe I ever mentioned that it wasn't a big deal. Of course it is... NSF charges are expensive and don't look good on your credit rating. However, I do believe that it is not 5Dimes' fault. It is the processor company's fault. It would be a even a bigger deal for 5Dimes if they didn't compensate everyone affected by this all the fees incurred by bounced checks etc...

**natrass** · 09-22-05, 03:23 AM

BB ... its just that I think it is ALL 5Dimes fault. Obviously, their desire just to merely spectate and say ... "Oh well, processing company f@ed up ... it was a holiday ... blah blah ..." Email people, get busy , etc

And Im sure if you were thinking of choosing a sportsbook, well, would you want to give 5Dimes your cc info ... knowing at anytime the same processing company could do this again.

In that regard, when choosing a bookie, this has to be a problem ... hence why its reflected in its rating.

The way I see it, this episode is much worse than slow-paying, bad CS, etc . And those factors all reflect in the rating.

Mistakes happen of course and youre right ... just this will be a nightmare for some folk. I wouldnt touch 5Dimes after this myself.

**pags11** · 09-22-05, 03:42 AM

any update on this situation?...

**awol256** · 09-22-05, 09:18 AM

Its now Thursday....Still no emails about the errors, status, or any type of apology.

And most importantly...my money hasent been returned to me.

This is getting (borderline) insane. I will give them the excuses of 'not knowing', having a holiday on Friday/Saturday/Sunday/Monday...and thats being generous.

But I have absolutely no idea why no action has been taken on Tuesday, Wednesday, ETC.

I know for a fact my bank processes deposits approx. 24 hours...per NeTeller & Citadel.

There is no excuse why the returns shouldn't have been executed on Tuesday. Abolsolutely none. If they were, then my money would be back to me.

I WANT MY MONEY BACK!

**Mudcat** · 09-22-05, 09:23 AM

Just a mind-bogglingly weak effort by 5 Dimes.

:frustrate

**Emmdoubleu** · 09-22-05, 09:44 AM

Originally posted by BB

Emmdoubleu states I am assuming there rating will suffer from this?

Their rating might suffer from this IF they didn't compensate the players for the hassle and reimburse them for the amount double charged. As long as a situation like this is handled and the customer is happy, a books rating should not suffer. I am certain they are doing as much they can to solve this matter quickly.

Do you even have any experience with 5Dimes? They have a good rating because they earned it and because they are an awesome book. BB

Agreed if the situation was handled in one day and they were out in front of the issue. But we are approaching a week now with no resolution or communication, or compensation. Not sure that can be defended. I have no experience with 5dimes, and will not after hearing this, but clearly they are not handling this like a A book and in my opinion this is inexcusable. Errors happen, but there is no justification for the delays and lack of communication on the back end of this. Even Royal would've handled this more professionally.

**natrass** · 09-22-05, 09:49 AM

Don't want to be scare-mongering ... but is it possible all is not quite what it seems here ...

1. Absence of customer liaison - surely 5Dimes no full well this is a must. Id guess it is out of character (I have no knowledge of US/WI books bar Pinnacle)

2. This happens just before a four day banking holiday.

3. Practically a week later the sound of silence is deafening. (I mean they have seen this forum ... wouldnt you expect a posting here for such a big name book?? ... evn if it was blah blah blah)

Anyway, in my book it is now officially F for fishy...

**michael777** · 09-22-05, 09:55 AM

no money has been returned to me yet either :+angry2-9

**awol256** · 09-22-05, 09:58 AM

Well...I just got off the 'live chat' rep...

I was told the reverses will be completed today, and it will be up to my bank on when to take them on.

Ugh...I seriously dont understand...I've allowed all the excuses thus far. The one giant thing I'm hung up on:

WHY WERE THESE REVERSES NOT EXECUTED ON TUESDAY?????

The un-authorized charges happened on the 15th...i became aware of them on early Monday morning..i provided them with all my bank information needed at 9am (eastern) on Monday morning.

It takes three days to check the information?

When i asked about this...I was told...there were many clients effected by this & it takes time. Goddamn, we must be talking about millions of clients. Yet, I'm a regular at most of the forums (ie: Covers, rx, sbr, etc) & all I could find was one other person who got ripped off. This isnt a nominal charge stolen...close to 4 friggen grand.

It doesn't make sense & no excuse can make me feel better. They have enough staff & time to figure out lines for 1st half, Minor League baseball games. They should have enough people to check the info...process the reverse...& get it DONE.

**pags11** · 09-22-05, 02:31 PM

I think I just lucked out because I canceled my old debit card between now and the time I opened up my account with them...after hearing this story, I will use strictly neteller...I'm feeling for you AWOL...they need to get this thing handled...ASAP...

**awol256** · 09-22-05, 03:54 PM

WOW...5Dimes just emailed me...

not about the $$ they stole, but "New Hockey Rules = More Ways To Win"...friggen a...how awesome is that

well...Thursday has now come & gone...so the "Thursday (the latest) per Bill...and the "they will be handled today" per live chat.

Nothing bull s***

I called my bank this morning to let them know whats going on, so they dont close my account. And get this...the customer service rep. from my bank goes to me "would you like it if we monitor your account today & alert you immediately when the company reverses the charges"

So i get a call a few hours later from my bank...not with any good news...but to notify that they are still paying attention & they havent seen any activity.

5 Dimes...take notice...thats how you treat your customers. Not by silence & the typical excuses.

Friday will become the 4th day to excecute the reverses...well, 8th day - if you dont take in account of the 4 day holiday...I wish we had festivals like that in the states...they only give us 3 max.

**Bill Dozer** · 09-22-05, 05:42 PM

Hi AWOL,

I have been speaking with management throughout the day and am told that the credit was processed today and that you will see it in your account by tomorrow evening. I have been assured that you will be taken care by 5PM. You also should have been contacted by 5Dimes this evening.

Hopefully at this time tomorrow this thread will turn into a discussion about how much is an appropriate compensation for these mistakes.

**awol256** · 09-22-05, 06:02 PM

Thanks for all the effort, Bill..trust me, its appreciated.

as of 3pm (eastern) today, my bank rep said he has seen zero activity on my account. So hopefully I will see something tomorrow.

**michael777** · 09-22-05, 06:09 PM

Originally posted by Bill Dozer

Hi AWOL,

I have been speaking with management throughout the day and am told that the credit was processed today and that you will see it in your account by tomorrow evening. I have been assured that you will be taken care by 5PM. You also should have been contacted by 5Dimes this evening.

Hopefully at this time tomorrow this thread will turn into a discussion about how much is an appropriate compensation for these mistakes.

bill,thanks for the update

**awol256** · 09-23-05, 12:06 PM

well...I received $500 of the total $3600 today...

apprently I have to wait the next 48 business hours (per email response) to receive the other 7 reverses.

because "one of my transactions must've been reversed on Wednesday & the rest were reversed on Thursday"

:+firework

I dont know what else to say

**natrass** · 09-23-05, 12:11 PM

Astonishing ... we could understand if they were trying to stiff you or something .. but they have to pay it anyway and its like the worst PR ...

... half the battle is to get customers these days and these jokers seem hellbent on doing all they can to make their regulars regret ever using them.

**Mudcat** · 09-23-05, 12:12 PM

Honestly, I am a fairly level-headed guy. I don't have knee-jerk reactions like a lot of posters who want books dropped from B+ to D- because the website went down for twenty minutes.

But this is just pathetic on multiple levels. I don't feel a downgrade for 5 Dimes is uncalled for here.

**natrass** · 09-23-05, 12:13 PM

... also, and it may be different in the US, but I remembering hiring a car once and this happened. i rang up and within 24 hours all the money was back.

Its the 21st Century FFS ... how can it take a week and a half ...

**Illusion** · 09-23-05, 12:15 PM

Originally posted by Mudcat

I don't feel a downgrade for 5 Dimes is uncalled for here.

No doubt. This is very sad and they should be downgraded.

**awol256** · 09-23-05, 12:47 PM

To be honest fellas...it doesnt matter to me if they are downgraded...they made a few errors, I understand that.

All I want them to do...is to come through with their end of the resolutions. I've heard it all this week..."Tuesday"..."Thursday"...."Friday "...now in the next 48 business hours...those are all the days I have been told it would be resolved.

The amount of stress, bounced checks, & late bills...have all been in the fore front of my mind...I havent had the opportunity to think about the grading of the book or any compensation.

I just want them to come through, on their end.

**sergfro** · 09-23-05, 01:09 PM

awol..worse case (eeek i hate to say this) you can do a ********** on your bank card to get your money back. but yes..worse case.

I hope this gets resolved for you

**pags11** · 09-23-05, 01:36 PM

good to hear you got some of it back...I'm confident they'll get you the rest...hang in there awol...

**Bill Dozer** · 09-23-05, 02:13 PM

5Dimes Update

This mess hasn't made a whole lot of sense this week because little info was available. The major internal issue was that the book didn't get the report from the credit card processor and the processor didn't send the money to the book's accounts. 5Dimes knew that there were erroneous charges but did not know which players were affected unless the player contacted them.

At the end of August some players made deposits to 5Dimes and were not charged but their 5Dimes accounts were credited. The charges players are now seeing are these charges plus a duplicate charge

So, If your account was debited $1,000 you should see a reversal for $500 by the end of the day today. As mentioned yesterday, 5Dimes will send you the funds via a different method if the funds are not in hand by 5PM.