Rollover dispute with 5dimes

Hey guys, interested in your opinion on this.

5dimes uses Winning Poker Network for their Shark Tank poker room. WPN had a $1 million guaranteed tournament yesterday with an entry fee of $540. I only had about $170 in my account at that moment, so I deposited $500 so I could play it.

About 4 hours into the tournament, it was cancelled due to server connectivity problems. They issued refunds to all players, including those who had already busted. I was still alive and quite healthy in the tournament (an ICM relative chip split would have been about 2100 for me), but that is inconsequential; the whole debate about the cancelled tournament and complete refund is an argument for another thread. I received a $540 refund leaving $710 in my account. I didn't offer any other action yesterday.

I went to do a player to player transfer for $500 today. I generally don't keep that size of a roll in my poker, usually only 3 or 400 at a time, tops.

5dimes has a 1x rollover requirement on all deposits; you have to roll it once before you can transfer or w/d. I dislike that rule, but again, that's a conversation for a different time.

My contention is that I put the money into play, and therefore have satisfied the rollover requirement. It is not my fault that their servers couldn't handle the tournament and it had to be cancelled. Now I'm on the hook for rolling an unusually large (for me) deposit?

Here is the live chat.

Please wait for a site operator to respond.
You are now chatting with 'Kevin'
Kevin: Welcome to our online Customer Service! How may I assist you today?
5dXXXXXXX: hi kevin, I sent an email to info@ today trying to initiate a player to player transfer and I was told I still haven't met the rollover requirement from my last deposit, which I think must be an error
5dXXXXXXX: account # 5dXXXXXXX, password YYYYYYY
Kevin: Just a moment please
Kevin: Just a moment please
Kevin: im checking with the poker Dpt, Sir
Kevin: Just a moment please
5dXXXXXXX: thanks
Kevin: you deposited $500 and played $29.15 in poker
Kevin: you need to complete a 1 time rollover before transfers
5dXXXXXXX: no, I played in the $1 million guaranteed, which had an entry fee of $540
Kevin: ok, let me check on that
Kevin: That tournament was cancelled, buy ins were refunded, so, that one doesn't count
5dXXXXXXX: that's ridiculous, that tournament is the only reason I deposited
5dXXXXXXX: it's not my fault it got cancelled
5dXXXXXXX: I put the money into play
5dXXXXXXX: so now that the poker site couldn't complete the tournament I am on the hook for rolling over $500??
5dXXXXXXX: doesn't make sense, there has got to be an exception made...common sense
Kevin: checking, Sir
Kevin: Just a moment please
5dXXXXXXX: thanks
Kevin: You're welcome.
5dXXXXXXX: key point too I think that I'm not even trying to remove the funds from your domain, I'm transferring them. Surely that player will have to put it into play
Kevin: I understand Sir but as per general rules account to account transfers are considered deposits/payouts and need to complete the 1 time rollover. Im checking with one of my team leaders right now
Kevin: Just a moment please
5dXXXXXXX: ok thanks Kevin, I appreciate it. I'm not trying to be a pain but that is a relatively large deposit for the size I play and I don't think I should have to basically put it at risk twice because the tournament failed.
Kevin: Im sorry, Sir. There's nothing we can do about. You will need to rollover the $500 to be able to make a transfer. My apologies about that
5dXXXXXXX: ok, I know it is not your fault Kevin, but that is absolutely absurd.
5dXXXXXXX: I will have to get some moderators at 2+2 and the rx forum involved I suppose
5dXXXXXXX: that's a shame
5dXXXXXXX: can you tell me exactly how much I have to roll? Because the email I got today is conflicting with what you told me in this chat.
Kevin: I just checked with my manager, Sir. the most we can do is check with the credit cards dpt to see if we can make a refund but if we do that the account will become "cash only" meaning you wont be able to use plastic anymore
Kevin: let me check about the rollover
Kevin: Just a moment please

Tend to agree with 5D

Not much different than a sporting event getting canceled. Your $ didn't end up being "wagered" to completion.

That's pretty shitty of them. I see your point. You're a good customer and you know they have the ability to make an exception, especially for a problem that was on their end. You might be fighting an uphill battle, though. I say find a gem and throw it all on 1 game and request a payout.

PatsFan1283 said:

Tend to agree with 5D

Not much different than a sporting event getting canceled. Your $ didn't end up being "wagered" to completion.

Click to expand...

I see your point, but IMO it's pretty different considering they are directly responsible for the event being cancelled.

I know this is a 3rd party poker vendor but they have got to take the responsibility for it and acknowledge that what happened was all-around shitty for the players.

You know how many WPN-affiliated entities got first time deposits solely for that tournament? With 2k participants I'd wager several hundred.

So now all those people are on the hook for rolling this over at the sportsbook, or on several shitty WPN tournaments (that they now don't trust btw)? That's bullshit.

Yeah it isn't great policy on the customer service end but I think it is within reason if they wanna go that route.

Good luck, but I dont see them changing their stance

Just bet $10 a game over the next 2-3 days. Be smart u ur up a few bucks or worst case u drop a few.and.still cash out

rickardodry said:

Just bet $10 a game over the next 2-3 days. Be smart u ur up a few bucks or worst case u drop a few.and.still cash out

Click to expand...

Between poker and sports I put at least $200 a night into action. I just prefer to use my credit out pph for sports...

So rolling it is not a huge deal. Just the principle of it.

HarryCaray said:

I see your point, but IMO it's pretty different considering they are directly responsible for the event being cancelled.

I know this is a 3rd party poker vendor but they have got to take the responsibility for it and acknowledge that what happened was all-around shitty for the players.

You know how many WPN-affiliated entities got first time deposits solely for that tournament? With 2k participants I'd wager several hundred.

So now all those people are on the hook for rolling this over at the sportsbook, or on several shitty WPN tournaments (that they now don't trust btw)? That's bullshit.

Click to expand...

I see your point is a special case if I was someone over there I would certainly understand the issue and void the rollover requirement. Truth is you deposited to play THAT tournament, you did rollover the deposit is NOT YOUR FAULT their shitty software collapsed.

They are in the wrong here, but big books do tend to enforce shit like this to the last consequences.

HarryCaray said:

Between poker and sports I put at least $200 a night into action. I just prefer to use my credit out pph for sports...

So rolling it is not a huge deal. Just the principle of it.

Click to expand...

That's $72k a year in action, they should be flexible with you, but I guess they have so much $$$ already they don't give a flying fuck about individual cases.

pocketrockets said:

I see your point is a special case if I was someone over there I would certainly understand the issue and void the rollover requirement. Truth is you deposited to play THAT tournament, you did rollover the deposit is NOT YOUR FAULT their shitty software collapsed.

They are in the wrong here, but big books do tend to enforce shit like this to the last consequences.

Click to expand...

Yup, you get it.

Don't we all know 5D has some "hen house ways".

They are not chicken shit.... but they have some H H W.

So who is surprised. Other books will probably start the same crape.

packer2012 said:

Don't we all know 5D has some "hen house ways".

They are not chicken shit.... but they have some H H W.

So who is surprised. Other books will probably start the same crape.

Click to expand...

Not surprised AT ALL. Totally expect shit like that but it is good to post or make a thread about, people might be thrown off by shit like that and everybody has the right to decide!

Don't disagree pocket.

FUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUKKKKKKKKKKKKKKKKK

fucking 5dimes.....how dare they cancel that tourney and rob me of my $50k!!!

flexible they aint

call 5 dimes boss, tony, directly. tell him your problem in a straight forward
way from your perspective. tony has world class listening, nuturing,
and comprehension skills in addition to being a great advocate for
the player. you'll make a life long friend with your query and get a
fair resolution.

last time i asked tony a simple question about one of their policies,
he closed my account.

niltes said:

call 5 dimes boss, tony, directly. Tell him your problem in a straight forward
way from your perspective. Tony has world class listening, nuturing,
and comprehension skills in addition to being a great advocate for
the player. You'll make a life long friend with your query and get a
fair resolution.

Last time i asked tony a simple question about one of their policies,
he closed my account.

Click to expand...

lol

Does 5dimes still offer free payouts on certain days & amounts?

niltes said:

call 5 dimes boss, tony, directly. tell him your problem in a straight forward
way from your perspective. tony has world class listening, nuturing,
and comprehension skills in addition to being a great advocate for
the player. you'll make a life long friend with your query and get a
fair resolution.

last time i asked tony a simple question about one of their policies,
he closed my account.

Click to expand...

Ha, solid post.