5Dimes Casino - Player has experienced technical glitch.

Their site can be glitchy at times. I ALWAYS play $54-$55 per spin on Live Vegas Roulette. I hit the rebet button and nothing happened, I hit it again nothing happened, so I logged out and logged back in and they had took $328 of my money. No bets ever showed and when I called they were rude basically telling me I was just upset I lost a big bet. This is gambling and if I lose, I lose but I did not bet that and they are no help at all. I asked that they check with IT and they can see I logged out and logged back in, and I think they should be able to tell no wagers was showing but they aren’t willing to do that so I feel as if they stole my money. I spoke with Percy who said that he is the casino manager and he was very rude and told me that there is no one else above him to talk to. If they check the history since I have had my account I always bet pretty much the same numbers and bet $54-$55 per spin. I’ve never even bet over $100 per spin. They don’t want to listen they are just accusatory. At this point they can have the money but I will do my best to make sure players are informed that their customer service is awful and that they steal money.

I’ve been trying to figure out how it got to $328 by me hitting the rebet button and i think what it did was double my bet twice. For example I play $2 on number 4 and they said I played $16 on it and on number 1 I bet $5 and they said I bet $25. No bets ever showed up on the board and it didn’t say I had bets played and my amount was eight hundred something odd dollars when I logged out. I think they should do their research of my account and speak with their IT but they aren’t willing to because they just want to keep my money. The number that came out was 10 and I was logged back in by number 15 and that’s when I noticed the money gone and took that screenshot. That screenshot really don’t show anything except for the fact that I was logged back in and Percy the "manager" said I logged out and back in after 10 minutes. Which wasn’t the case. Again I want to reiterate that their customer service is awful!

Dear Tasha,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. Could you please forward your game history to petronela.k@casino.guru and advise if this were an isolated case or it has happened in the past? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I will contact them and ask for my gaming history and I will send it to you as soon as possible. This is an isolated incident where my money was taken like that however I have had glitches before. For instance their software times out and goes inactive about every 30 minutes or so where none of the buttons works and you have to log out and log back in.

Thank you very much Tasha for ypur reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

PS: Please send your game history to jozef.k@casino.guru.

Hello Tasha.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Tasha,

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at the licensing authority of the casino (Costa Rica). However, be aware that Costa Rica is not a very reliable licensing authority. I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru