5 dimes having problems again.

Well, I've been a long time 5 dimes supporter/defender.  They have great options and have always been "reasonably" good at taking care of problems with my account.  But I'm eating my words now.

The recent problem(s) withdrawing funds seems more and more likely to become permanent.  As I'm sure others will be coming forward soon, it appears that 5dimes batch of bank wires from last week (17th on) was not delivered and will not be received on time.  Their low level support guy went so far as to tell me that wire transfers were no longer a withdrawal option!  The operations supervisor later revised that to say they were simply "suspended".

The most troublesome thing about all this, other than obviously not getting my money and not getting any kind of time frame for it to be returned, is that 5 dimes obviously has no control over (or accountability from) their intermediary processor.  They also showed little or no compassion or comfort of any kind other than rudely stating "I assure you that you will be paid".  Well that's great, but two days ago your support assured me I would be paid... by today...

The operations supervisor also obviously flat out lied about the intermediary stating that "they've been working with them for 3 years and had never had an issue like this".  If you scroll through these forums for a second you can see several instances where this exact same issue came up in the second half of 2011.  So that didn't make me feel any better. 

I'm debating on publishing the whole chat transcript or not, but either way, this has not left me with a good feeling about 5 dimes and I wanted to pass on the information and my honest opinion, not some rant or bashing.

Best of luck to all that play there, but I'm not sure if I'll be depositing there again, and I sure as hell won't be letting my account balance get over $1-2k ever again.  It's really sad as I had believed 5 dimes was the last good book around.

Kdawgy -

I feel your pain.  I understand your position.  I really do.

Imagine being a legal offshore business, that is persecuted by the biggest govt on earth.  You are constantly faced with shifting conditions and have to rely on 3rd party payment processors who also are always under the watch of the US govt.

You have to come up with creative ways to pay your clients - and what works today doesnt work tomorrow.  You are forced to put your companies reputation in less than reputable 3rd party companies because that is your only choice.  It is expensive, risky, and not customer service friendly at all - but it is the only choice you got.  You also have to hire people in a non-english speaking country where the labor pool is not great - and have them understand customer service priorities.

Now - do you wonder why 5dimes is one of the only ones left?  Wonder why the Greek juts threw up its hands and gave in?

My opinion is that you cant write your post directed to 5dimes.  You have to direct it at the industry in general.  If you are American, and you play offshore anywhere - you are eventually going to have the "inconveniences" you are experiencing.  That is just a state of the times.  So you might say you cant recommend 5dimes, but what you are really saying is taht you cant recommend offshore for Americans.

Believe me - 5dimes would like nothing more than to be able to pay you your money in full - they just cant do it.  They really want to.  The 80 bucks (I think I read recently it is now 80) for a check sounds absurd - they used to be 10 bucks - but even at that number they are probably losing money on what it costs them.

I used to be a 5dimes hater because they limited me down to 1 dollar per bet many years ago.  But I give them full credit for being the last real American facing legit book left with the most betting options and even reduced juice.  I think you should re-evaluate your stance and understand that part of the contract when you send them a deposit is knowing that eventually you might have schenanigans with bounced checks or bank wires gone awry.  Just be patient.  They will pay you.  Realistically, your options are very slim.

 

Thanks for the well written response vanzack.  To address a couple of your points:

The main reason I have written towards 5 dimes directly, is because they are one of the only books I would support these days and have told people repeatedly is a book that they can trust.  So in some ways I guess it is more of a general acknowledgment that the whole industry may really be in trouble.  I guess you could add an asterisk and say in trouble for US customers only, but then I think the Dep of Justice is going to try to put the nail in the coffin if anyone draws their ire from here on out.

As for 5 dimes directly, the one thing I was VERY DISAPPOINTED IN, was that they were not straightforward with me at all.  I had spoken with a number of members of their support team and they obviously knew that my bank wire wasn't coming this week, but they just kept saying it essentially isn't "past due yet".  That is a horrible way to do business.  If I had been told on Monday night when I checked in that there had been delays, I would have been able to make other arrangements for the money I needed this week.  But they chose to leave me in the dark.

Additionally, as much as it "isn't their fault", it IS their problem.  Hell, it's their entire business.  And the fact that they didn't offer any kind of reasonable timeline or financial reconciliation... or even a true, heartfelt appology, was pretty disturbing.  Anyone in business can tell you that you are responsible for making your payments in a timely manner.  And if you don't, you have to pay the price.  Either in a penalty, or loss of a customer/vendor.  That's just the way it works.  And I don't think a book that has gladly taken $1k+ a month in deposits from me for MANY years has any right to do anything other than make sure one of my few payouts is delivered in a timely manner.

In short, they could have taken a totally different tact with this, and I wouldn't have felt the need to post.  But based on the way they handled it and the fact that I have been a pretty huge player there, they either 1. aren't that concerned with their customers in general or 2. are in such bad shape that there is nothing they can do.  Both possibilities are bad for them and really bad for their customers.

5dimes now has debit payouts

It'd be nice if that turned out to be a viable long term option, but I don't see how that will workout for anyone withdrawing over a couple thousand dollars.

I know the greek tried that several years ago and had to kill the program.

I was told today by the "operations supervisor" that no bank wires in January have been processed successfully, and while there is still "a possibility" they will be processed, it will not be this week. So I'm guessing we'll see the money back in our accounts sometime between next mon and wed...

Well I contacted them by chat today regarding my FEDEX CHECK PAYOUT BEING APPROVED. THIS IS MY FIRST TIME DOING CHECK. IT GOT APPROVED today and rep told me it should arrived 5-7 days. ill let ya know how it goes but this is my first time doing check and its for amount of 3k. Hope everything goes fine but what suck is they don't offer tracking number so I can't let fedex know to deliver later in the day when I be home. But Rep told me I can call ahead of time and tell them im expecting a deliver and I can work out with fedex to coordinate my delivery time. WHAT IS WEIRD IS HOW THERE IS NOT TRACKING NUMBER FOR A PACKAGE DELIVERY FROM FEDEX WHEN IT IS SOMETHING IMPORTANT....GUESS IF ITS LOST ITS NOT 5DIME FAULT...THATS HOW I SEE IT

I requested a bank wire payout on 1/2/12 an received the funds within a week.  I requested 2 addtional bank wire payouts on 1/12 and 1/16.  I have yet to receive these funds.  When contacted customer service, I received the the same response as kdawgy received.

From customer service:

"Ok sir, the thing is that we are having issues with the bank wires processed this month.  We are waiting on updates with the processor right now, but up to now we yet are not certain if they will hit or will be returned.

But as soon as we have a confirmation of the tracing of this bank wire we will notify you.

So you can choose any of our other methods to withdraw."

Unfortunately, you do not have the option of cancelling your wire transfer so that your funds can be put back into your account.  All you can do is wait and hope that 5dimes gets those wire transfer issues fixed soon.

The checks always scare me, especially for large amounts.  I've had tellers question them before as they are usually written on banks from outside the US and have a different type of routing number that draws attention (at least that's what one teller told me about 2 years ago). 

Additionally, it is not uncommon for the checks to be deposited and then either have up to a 14-30 day hold placed on them or to have them actually "clear" and then for the funds to be retroactively removed from your account.

If I did do a check, I'd do an ATM deposit if at all possible.  Best of luck with yours though man.

     kdawgy  I spoke to customer service via live chat today and they said exactly what you said they are not processing bank wres at the present moment they are working with the banks to resolve the issue they said they will email me when they figure things out .  I am waiting for 5 k  so this kinda sux

Yep, it's pretty frustrating.  What really bothers me is that THEY seem to have very little knowledge about where the money has gone. That and the fact they simply refuse to put a reasonable time-table on getting this resolved.

You  know I see these posts regarding 5dimes and there are always people that speak up on behalf of them. Now they have problems  again with bank wires. So over the past 6 months they have had issues with ACH, bank wire, o/n checks and even WU which I had happen personally.

I realize the very tough circunstances books have to deal with in todays world, but not all of them have had the number of issues 5dimes has had. I use Heritage as my major book now. I would agree they don't have nearly as many wagering options as 5dimes, but is it worth the worry about when and if you will paid. I have requested payouts via each option they offer. Every payment arrived as promised when promised. The only method that was trouble was ACH but customer service told me they were having issues with ACH and that I would be better off with an o/n check. Much better than requesting it and being told after the fact.

If it is the industry challanges and those alone why doesn't Heritage let their customers deal with constant issues like 5dimes.

It is time to face it. 5dines is not an A+ book any longer. If SBR actually gave them a fair unbiase review they would be down graded quite a bit.

I suggest and have been suggesting people really watch  when doing business with them. I played with them for close to a decade but withdrew my balance last year after seeing some signs that concerned me greatly.

Good luck to all.

hey kdawgy

i don't do wire withdrawls but i have recently ran into problems with their customer service

they charged me for my withdrawl (which they should) but they didn't give me the $40 credit

i had to contact them several times and they i was pissed and they weren't even sorry or anything

their customer service is very rude and not remorseful

i probably won't be depositing any more $

if i do i won't have more than 1-2k in my account ever

fuck these guys

Contacted support again today and pretty much got the run around again.  In the same 5 minutes I was told that they don't know what has happened to the funds AND told hopefully they will be in your account on monday.  Really?

I'm going to give them a few more days next week, but if they won't even address the issue or give some kind of reasonable time-line to get it resolved I've got to start thinking about chargebacks.  It's a shitty way to handle things for everyone involved and would obviously end my relationship with 5 dimes permanently, but given how they're handling this I'm starting to think more and more it is my best option...

hey kdawg you will get your money. many players myself included had to wait 1 month for ACH payments that never came back in Nov.they will eventually put the funds back but they probably don't know exactly when. contact tony or becky live chat.

Besides the bullshit fiasco with their ACH payments a few months ago, 5 dimes has been fantastic to me.  I requested 2000 FedEx on Tuesday.  3pm today FedEx rings my doorbell.  Its a check from a US company too.  Never had a problem with them for checks or Moneygram/Western Union.  The fees sometimes suck(only 1 free a month) but they pay ALL THE TIME which is fantastic. 

Hopefully you get your money soon guys!

If they have the money in my account on Monday/Tuesday and offer to cover the fees + some kind of incentive, I'm going to let it slide.  Otherwise, I'm probably going to be done with them.

What it comes down to with me is they just aren't taking responsibility for these issues. And in my eyes, it's 100% there problem

 

Money is back in the account this morning with this message:

Dear Customer,

Please be aware that your bank wire payment sent on 01/17/12 were refunded to your sports account & are currently available to be withdrawn free of charge. Please contact our Customer Service Staff to get your payout started.

We apologize for the inconvenience & appreciate your patience in this matter.

5Dimes Group Management Staff

Ironic part is, when I asked what my payout options were for receiving money this week I was told only MG and WU and that they would only cover part of the fees on the withdrawals. 

Also asked if there was anything they would be willing to do for me as the withdrawal didn't meet their deadline and I ended up over drafting one of my accounts.  Was told, NOPE!

Not surprised at all, just don't trust this company any more.  Good luck to all that play there.

           I just spoke with ANDY from customer servicel  ive chat and he said the money would either go back to my account or the wire would go through . He said the usa bank was running an investigation with their proccessor been 2 weeks now . Although they do not have a  time table when anything was going to happen

Hmmmm.... So I'm lucky mine was back in my 5Dimes account today?  That's strange that the whole batch wouldn't have been returned together.

Did my incessant complaining actually pay off? LOL

I got paid last week no problems.
Asked for it on Monday in the allotted times and got the WU the next day.
Took it to the store and voila
Free and a little inconvenient but I got paid
I liked the checks from SI and Bodog better
I like the reduced juice at 5D though

Got paid yesterday , no issues at 5dimes 

he's talking about a wire not money gram/wu