Like all other sportsbooks, 5Dimes uses a 3rd party processor for its Visa/MC processing. This processor is responsible for accepting or declining all credit/debit card transactions. On Thursday September 15th, multiple charges were made to many 5Dimes customers' cards. These mistaken charges were identified and confirmed by our processor at the end of the day on Thursday. The charges and the funds did not appear in the 5Dimes statements from the 3rd party processor. If the charged amounts had appeared, 5Dimes could have credited all the amounts back to all of the customers immediately. However, 5Dimes cannot credit back a charge to a card when we have no record of a charge being made. We know improper charges were made, but at this time our processor has not confirmed which charges were improperly made. Although this credit card company is not part of 5Dimes, we do take responsibility for all improper charges made by any of our processors.
In the islands, where our processor is located, last Friday and this Monday were both bank holidays. Although the problem charges were made 5 days before, Tuesday was the first day the processing bank was open to look into the charges. The processor has had one full day to look into their error. We expect all credits to be issued today. That does mean it will happen, but that is what we have been told.
After all credits are issued, the bank will give us a complete list of all amounts credited. At that time we will contact each customer with a confirmation that their funds have been credited back. We will deal with each customer on a case by case basis to ensure proper compensation for all this hassel. Our processor has assured us they are taking the measures to insure these improper charges will never occur again. Any questions regarding this specific issue can be directed to
info@5dimes.com subject: attention Mary
The 5Dimes team thanks all those for their understanding during this situaition.
5Dimes Management
