5Dimes Live Dealer Issue- webcam blackout for all players, hand now shown, lost wager

[hockey216]

Hi I would like some advice on how to go about handling an issue i had with 5dimes live dealer. I was in live dealer, playing baccarat. I bet $100 on bank. Right after the period to enter wagers finished, the webcam broadcast went out (completely black), and the hand (that was apparantly dealt) was never broadcast to any of the players at table. I asked other players at table if they saw hand. Nobody saw it. Then "pitboss" enters chat and says the webcam broadcast is down. about 5 minutes later it resumes, showing the dealer shuffling. I requested a refunded wager in the chat to the pitboss since the hand was never broadcast, i basically placed bet, then their broadcast immediately shut down (without showing hand dealt), then it says i lost. He said they don't refund wagers directly, and said i would get refund from 5dimes directly, and gave me ticket number to request help with 5dimes customer service. I went to 5dimes customer service, explained issue, and gave them ticket #. They said that livedealer would refund it. They each said corresponding party would notify the other. 5Dimes said money should be refunded by 11am tomorrow. If it is not, what do i do? Just email customer service again and say. "what the heck, you are taking wagers, blacking out your webcam prior to deal, and grading wagers without showing the hand ever being dealt?"

I would like to know what some of the mods here or other more experienced casino betters would think. Obviously i am a casino loser. I don't mind losing if the hand is dealt fair. But they can just shut off the webcam, never show any record of the hand, and take your wager? I can take losing. I have lost plenty before. believe me. But it doesnt seem fair that they just make you place bet, then shut off their webcam broadcast, and can grade your wager a loser and take your money.

i took photos of the conversation with live support (from my iphone).

What does everyone else think?

[tto827]

I think one of the two will return your money to you, just be a bit patient. I'm guessing honest mistake was made involving the webcam blackout, but the wager was played out as if the cam was still on, and it lost fair and square. Now obviously since you didn't see it lose, and that's the point of live dealers, you will likely get your $ back.
Politely nag CS until the situation is rectified, and if worst comes to worst, submit a complaint here.

[Milk Money]

cool story bro

[Fitz030808]

What is going on in this forum? People are getting what they request but now making threads on "what ifs". Maybe SBR should create a "what if" complaint form...

[hockey216]

they said id get it by 11am today but they havent given it to me

[stikymess]

Go on live chat or call em, I doubt they stiff you, BUT this should be more than a sign to stay away from online casinos.

[touchback]

The hand should be voided and all funds at risk during the anomaly refunded... period.

[touchback]

Go on live chat or call em, I doubt they stiff you, BUT this should be more than a sign to stay away from online casinos.

Stiky got that right... playing on any internet casino is questionable... I even refuse to play at casino tables that use auto shufflers. I have witnessd to many mathematical anomalies for my liking... with the machines, especially in a barely regulated or unregulated country such as Costa Rica. I kid you not, I am of the opinion that some machines are rigged to dispense certain cards at certain times especially at 1 or 2 casinos I have visited on occasion... that I refuse to play at now. Never underestimate the greed of certain people and or businesses.

[hockey216]

contacted customer service again. Since their webcam broadcast blacked out prior to hand being dealt, and they never showed the hand being dealt, they voided the hand and refunded my bet. I'm happy.

thanks guys.

[princecharles]

Same story as always.
Boy meets girl.
Boy loses girl.
Boy gets girl back.

[orisbumplut]

My favorite thing about the live dealer casino is the video delay so when the dealer pulls a 20 or 21 as they do 85% of the time, you see how they pull it off in advance.

[touchback]

Monkey got it right... I have played alot of black jack and cards hang when pulling from the shoe.. it is a fact. I am not commenting on cheating, all and I mean all online casinos should be avoided in my opinion...

[Alltheway]

I dont think Live BJ cheats i just think the US facing books have shitty platforms that crash more often than Euro facing so people are left staring at a black screen

[GoDeViLs]

Monkey got it right... I have played alot of black jack and cards hang when pulling from the shoe.. it is a fact. I am not commenting on cheating, all and I mean all online casinos should be avoided in my opinion...

You are saying they are cheating or they aren't. Seems pretty obv what your true feelings are, don't pussyfoot around it.

[orisbumplut]

I think the biggest nerve is the tip box. It isn't enough that you are robbed blind. They want you to tip to the dealer for his/her efforts. think the French have a word for that. I think it is prounounced hutzpa.

[gafl]

It's a Yiddish word, but it describes the idea of a tip box perfectly.

[touchback]

Originally Posted by touchback
Monkey got it right... I have played alot of black jack and cards hang when pulling from the shoe.. it is a fact. I am not commenting on cheating, all and I mean all online casinos should be avoided in my opinion...



You are saying they are cheating or they aren't. Seems pretty obv what your true feelings are, don't pussyfoot around it.

Well... it is just to easy for unscrupulous individuals to juke the game from an internet point of view. Whether it is tampering with an RNG on a standard internet casino or tampering with the card counts on a live inet table or even purposely messing with the feeds at certain times... this is nothing new an can easily be done so why even bother... I am not saying 5Dimes is specifically guilty of any of this an when the issue of the BLR RNG came up not long ago Tony had it pulled immediately... so when dealing with real money I would just as soon sit down at a table where this is not possible with a real dealer doing a real by hand shoe shuffle... just saying.