Big Problem at 5Dimes...Any Help?

[Emmdoubleu]

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.

I ran into a similar problem at Royal a while back, not sure if anybody here was impacted, but if a 1,000 deposit was m ade the card was processed for $10. At least Royal had the courtesy to call and let me know what the issue was and to expect the charge.

[Bill Dozer]

This was a very unfortunate error and I do think CS could have handled the situation better despite the information they were lacking.

However, now that it is clear what had happened some 5Dimes players can breathe easier. Every player who has ever used plastic does not have to worry about random charges on their card.

In fact, most players apparently realized what the charge was immediately. If they made a deposit for $1400 and saw two debits each for that amount, they realized what the error was and where the charges were from. Every player who had been billed a large sum also had a checking balance well above what they were supposed to have for the last month.

Duplicate charges can be a costly inconvenience but they can happen. As a player, I would not be very concerned why it happened and I expect the book, or any store, to do everything in its power to make it up to me. Compensating the player when your vendor messes up should be considered overhead.

[Emmdoubleu]

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...

Pags...was the reason you cancelled your debit card because you realized they had failed to bill you for some deposits?

[Emmdoubleu]

AWOL...were you really not able to put 2 and 2 together here?

[why]

Bad customer service by 5dimes anyway you look at it, I hope they step up to the plate and take care of all the affected parties. If my math is right, books have made a small fortune over the beginning of the football season but it has been my experience that with most bookies and books, enough is never enough. Metal distress is highly underated and unquantifiable, I think a credit at your shop is in order for the stress you have caused.

[michael777]

here is what i just got from 5dimes Dear Customer:

We have determined that the error that caused our credit card processing company to have double charged your transactions seems to have started on the 17th of August of this present year. In order to properly settle your account, they have requested from us to ask all of the affected customers to please fax us in a copy of your bank statement spanning from this aforementioned date, up until September 15th (the date of the double charges). This will allow them to get to the bottom of this system failure. Even though every transaction had been reversed and you should be credited back with all the double charges in a time frame of 24 to 48 hours, depending on your bank, this would be greatly appreciated and will be a key factor for a speedy and satisfactory conclusion of this matter.
Once again, we appreciate your patience and collaboration, and we apologize for any and all inconveniences.

Best Regards,

Rommel.
5Dimes Casino & Sportsbook
Customer Service Director
1-800-305-3517

[Emmdoubleu]

Bad customer service by 5dimes anyway you look at it, I hope they step up to the plate and take care of all the affected parties. If my math is right, books have made a small fortune over the beginning of the football season but it has been my experience that with most bookies and books, enough is never enough. Metal distress is highly underated and unquantifiable, I think a credit at your shop is in order for the stress you have caused.

They absolutely owe compensation...

[michael777]

just an update,within the last 2 hours,i have been paid in full,all charges have been reversed,just in time for the football weekend

[Mudcat]

I find I'm suddenly a bit confused about the big picture. I didn't realize about this bit:

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

[natrass]

Awol, michael777 ... were you not charged for the original transaction?

I realise you have now been double charged if thats was the case ... but it would have been relevant I think to the story.

If so, it makes the processing co. look worse and those companies that are still using them ....

[pags11]

Emm, no, it was because I left it in an ATM machine and it got shredded...so I guess it was a blessing in disguise...