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High 5 Games Help Desk

Posted on February 24, 2014 by bobbyhigh5

Every couple of weeks Elaine, High 5 Blog’s CRM correspondent, will stop by to discuss ways to optimize your High 5 Casino and/or Shake the Sky experience.

What’s up High 5-ers? I hope you’ve had a great couple of weeks! Today, I’m focusing on clarifying some common points of confusion with High 5 Casino on Facebook.

1. Maximize your Four Hour Bonus

As most High 5-ers know, we award H5C cash and spins every four hours to all players who come to High 5 Casino to collect them. You’re given credits for each game you’ve unlocked, and you earn more credits for games at higher game levels. Games at levels:

1-49 receive a maximum of $30
50-99 receive $40
100-200 receive $70
201+ receive $100

So, the best way to earn more free credits is to level up all of your games!

2. Understanding Bonuses on Certain Tumbling Reels Games

On certain Tumbling Reels games – like Secrets of the Forest, Renoir Riches, and Rembrandt Riches – you don’t earn a bonus simply by spinning three bonus triggers. In games like these, the bonus triggers must all be located along the same payline, or else the bonus will not initiate.

3. Understanding the Hoot Line

The elusive Hoot Line – or Liger Line – can generate some confusion. Try to think about it like any other payline. Hoot Symbols can randomly appear in any position on the reels from left to right. The figures marked with the Hoot Symbol appear at the bottom of the screen in the Hoot Line. If those figures with the Hoot Symbol on them form a line win, from left to right – say five paw prints, or three bald eagles – the Hoot Line is multiplied by the Hoot Line multiplier. The Hoot Line multiplier is equal to the total bet when playing less than 20 lines, but equal to 22 times the line bet when playing at 20 lines. So the Hoot Line can pay off big time if you’re playing all 20 paylines!

We hope these tips improve your experience at High 5 Casino! Are there any particular issues you’d like us to tackle next time? In the meantime, good luck and happy spinning!

74 thoughts on “High 5 Games Help Desk”

hoothigh5 on December 12, 2017 at 5:12 pm said:

Hello, Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear-shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Anonymous on December 9, 2017 at 2:04 pm said:

Hi,
I would like to open my treasure chest,but fb. tells me i need a desktop to change my address and crdit ard info.Can I use the apple credit info to pay for the chest.Please help.ihave asked the desk several,time ,they told me to go to apple,info,but fb.tells me I need desktop.
hoothigh5 on July 3, 2017 at 11:31 am said:

Hi Libby, Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Libby on June 30, 2017 at 12:39 pm said:

Having problems getting the coins I paid for it happen twice
hoothigh5 on June 12, 2017 at 4:26 pm said:

Hi Charles, the Cash Out button will bring you back to the High 5 Casino Lobby!
Charles Hock on June 12, 2017 at 2:03 pm said:

What does “cash out” button do on high 5 casino?
hoothigh5 on May 12, 2017 at 9:43 am said:

Hi Frieda, If you’re having trouble on your computer please try clearing your browser’s cache by holding down CTRL, SHIFT, DELETE on your keyboard and choosing to clear the cache and cookies and restart your browser. If you’re having trouble on your iPhone or iPad, press the home button twice quickly and then swipe up to close the apps you have open. If you’re having trouble on your Android phone or tablet, please visit this website for further instructions: http://www.wikihow.com/Close-Apps-on-Android. We hope this helps!
Frieda chinowth on May 11, 2017 at 4:11 pm said:

I have been unable to play your games for 4 days. I was retrieving free spins when i got spin to open a new game and it froze and it says sorry you didn’t get new game. I cannot even get my money. Can you please see whats wrong so i can play the games
hoothigh5 on April 3, 2017 at 1:00 pm said:

Hello, Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
hoothigh5 on April 3, 2017 at 1:00 pm said:

Hello, Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Gamblinglady on March 30, 2017 at 10:05 pm said:

I can play the games but the bonuses will not play when I get them, any idea why?
Deanna Hanson on March 29, 2017 at 5:18 pm said:

I had over 450,000 points this morning and was playing Hoot Loot. Kept wondering why my amount was running down so much and realized I was getting no payout on my wins. Can this be resolved? Really not fair to lose so much!
hoothigh5 on March 27, 2017 at 10:46 am said:

Hi Colleen, Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Colleen Neville on March 25, 2017 at 4:59 pm said:

Why did I lose some of my points when I opened my High 5 casinio game ?
hoothigh5 on March 2, 2017 at 10:50 am said:

Hi Norma, If you’re having trouble on your computer please try clearing your browser’s cache by holding down CTRL, SHIFT, DELETE on your keyboard and choosing to clear the cache and cookies and restart your browser. If you’re having trouble on your iPhone or iPad, press the home button twice quickly and then swipe up to close the apps you have open. If you’re having trouble on your Android phone or tablet, please visit this website for further instructions: http://www.wikihow.com/Close-Apps-on-Android. We hope this helps!
Nora Monk on February 28, 2017 at 1:23 pm said:

Bourbon street bash keeps freezing up. Help!!!
hoothigh5 on August 24, 2016 at 5:16 pm said:

Hi Caroline, Please contact our support team for assistance via the High 5 Help Center. It can be found in the ‘Settings’ menu at the top right hand corner of the casino and then choosing ‘Help’. You can simply click on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
hoothigh5 on August 24, 2016 at 5:12 pm said:

Hi Robert, Please contact our support team for assistance via the High 5 Help Center. It can be found in the ‘Settings’ menu at the top right hand corner of the casino and then choosing ‘Help’. You can simply click on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Caroline on August 22, 2016 at 12:54 pm said:

I don’t understand how it works, it gave me free spins and it say I have 132000 is this coins to play or real money.
Robert D Taylor on August 14, 2016 at 8:49 pm said:

How do I cash out
hoothigh5 on May 10, 2016 at 2:30 pm said:

Hi Shelia, we’re sorry this happened to you. Please contact our support team for assistance via the High 5 Help Center. It can be found in the ‘Settings’ menu at the top right hand corner of the casino and then choosing ‘Help’. You can simply click on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Shelia on May 4, 2016 at 8:35 pm said:

Ok this is ridiculous!!!!!! Once last night and two times tonight I received free spins on 2950 bet on secrets of the forest! I am unable to get a screen shot because it locks up and then disappears!!!!! I complained a while back with another game doing the same thing!!!! Is this a joke!!!! Just doing this so we will purchase coins which I have done!!!! This is NOT right!!! I am a paralegal for a law firm and all I want to do is come home and relax for a few hours!!! What is the problem here????? Last night my bet was just below the 5k mark I can not remember exactly what that figure was?
hoothigh5 on March 22, 2016 at 3:22 pm said:

Hey Randi, we’re sorry this happened to you. Please contact our support team for assistance via the High 5 Help Center. It can be found in the ‘Settings’ menu at the top right hand corner of the casino and then choosing ‘Help’. You can simply click on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Randi Fuller on March 18, 2016 at 1:40 pm said:

I went into High 5 this morning to collect and it said I had $0 with no free spins as if this was the first time I had been there. In actuality I should be at level 222 with $22, 488,421 with most of my games over 100 and several even higher than that. It did no give me my $20,000 or the normal amount I am suppose to get for the levels I am at. When I brought it up on my tablet it was correct, however I still did not get my $20,000 or what I was due for my normal collection this morning. Can you tell me what is going on.
hoothigh5 on January 6, 2016 at 5:28 pm said:

Hi Shirley, check out the High 5 Help Center for some of our FAQs that might be of some help to you! It can be found in the ‘Settings’ menu at the top right hand corner of the casino and then choosing ‘Help’. If you’d like to contact our Support Team for additional assistance, simply click on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Shirley Olson on January 5, 2016 at 10:43 pm said:

I am playing the tournament and it keeps freezing up; still have 26 spins to go and can’t get in. This is very frustrating and makes me not even want to play it. Is it because this computer has windows 10? My other laptop does not have windows 10 and it works just fine.
hoothigh5 on August 31, 2015 at 4:59 pm said:

Hey Marjo, we’re sorry your bonus round crashed. After it crashed, you should have received a pop-up message with your bonus coins if you refreshed your browser. If you didn’t receive a pop-up, please visit the High 5 Help Center. The High 5 Help Center can be found in the ‘Settings’ menu at the top right hand corner of the casino and then choosing ‘Help’. Once there, please click on the ‘Submit A Request’ button at the top right corner of the website to contact our Support Team.
Marjo miller on August 30, 2015 at 11:54 am said:

twice on silent sheep I got bonuses I picked the apple tree but apples wouldn’t open giving me my bonuses
hoothigh5 on August 11, 2015 at 5:47 pm said:

Hey Robert, we’re sorry this happened to you. We would like to look into this but we need some help form you. Please contact our support team for assistance via the High 5 Help Center. It can be found in the ‘Settings’ menu at the top right hand corner of the casino and then choosing ‘Help’. You can simply click on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
hoothigh5 on August 10, 2015 at 2:55 pm said:

Hey Sue, we’re sorry this happened to you. Please contact our support team for assistance via the High 5 Help Center. It can be found in the ‘Settings’ menu at the top right hand corner of the casino and then choosing ‘Help’. You can simply click on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible. Thank you for your patience!
robert on August 9, 2015 at 9:04 pm said:

I have been having problems off and on since June and kept sending help mesaages then on July 27th nothing the games High5 tells menit is down so I started sending messages asdid so many others and was told that I would get an answer within 2 days, I am still waiting for the tech team to get the game back up and running. I can still play SHAKING THE SKY, so what is up? I had nearly all the games unlocked if I wanted. I had alot over a millon dollars. It is a shame that I have to spend and play on other games.
Sue zarrick on August 3, 2015 at 7:39 pm said:

About 3 weeks ago I had about 200,000 coins aNd almost all the games . Without any warning etc. I lost everything and had to start the games over. Needless to say I am very upset and unhappy. I am still playing with my meager coins and few games hoping whatever went wrong will be fixed. Otherwise, I will leave this game and go elsewhere and explain to my friends what happened. I hope you can help me get my coins and games back thank you, sue zarrick soobe0405@aol.com
hoothigh5 on July 31, 2015 at 4:02 pm said:

Hey Cathy, please try updating your High 5 Casino app in the apple store and see if it fixes the issue you are encountering here. Give it a try and let us know.
Cathy Martin on July 31, 2015 at 8:07 am said:

Can’t open High 5 since the last upgrade about two weeks ago on my iPad
hoothigh5 on July 20, 2015 at 2:31 pm said:

Hey Karen, we’re sorry this happened to you. Please contact our support team for assistance via the High 5 Help Center. It can be found in the ‘Settings’ menu at the top right hand corner of the casino and then choosing ‘Help’. You can simply click on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Karen Vandeventer on July 16, 2015 at 7:18 pm said:

Is there anyway I can get the full version of high 5 casino – only – for my Android “nextbook” ? The one version I download let’s me play for a few days then states I need to update with the Vegas slots version. I don’t want to, I prefer just the original version. This causes me to lose everything and close the game and start over every time! Is there any way I can get the full version without this happening?
Anonymous on April 3, 2015 at 7:19 pm said:

Have problems with Hi 5 freezing up. What can I do? Need your help.
hoothigh5 on April 3, 2015 at 11:25 am said:

Hey Linda, we’re sorry to hear that. Could you tell us which platform you are experiencing this issue? iOS, Android, or a desktop? Please let us know so we can further assist you! Thank you for playing!
Linda Hilburn on April 2, 2015 at 7:12 pm said:

High 5 Casino will not open for me since last update
hoothigh5 on March 6, 2015 at 11:14 am said:

Welcome to High 5 Casino, Sharon! No worries, your coins will still be there. When you click the cash out button, you will exist the game and return to your game lobby! We hope this helps! Have a good day spinning!
Sharon on March 3, 2015 at 1:14 pm said:

New to High Five. I hit the cash out button by accident. What happens to my coins?
Anonymous on November 28, 2014 at 3:52 am said:

Question: My bonuses went from 4.00pm to 5pm today now my 4 hourly bonuses are 5pm,9pm,1am.5am.9am,1pm ,5pm why did it change.
can you change it back please.
User name Phillipa Foster
Level 95
Debra Freese on October 27, 2014 at 6:38 pm said:

I liked and shared a promo yesterday the 26th early and did,nt get my free coins
bobbyhigh5 on October 27, 2014 at 11:21 am said:

Hi Leo, High 5 Casino and Shake the Sky Casino are social applications for entertainment purposes only; they are not real-money gambling sites.
Leo Ijine on October 25, 2014 at 1:51 pm said:

How do I cash out if I have infested money using my credit card? Thanks!
Alice on October 14, 2014 at 1:16 am said:

I was playing Wooly Mammouth and won the bonus but nothing happened. Game was frozen
ROBERT EDGE /ANDORIFWHAT on October 9, 2014 at 10:14 pm said:

HELP I JUST HIT 3 UNLOCK SYMBOLS ON MY VERY LAST OF 3 FREE SPINS…BUT THERE ARE NO GAMES TO BE UNLOCKED AND THE SCREEN IS FROZEN IN GRAY MONO-TONES WAIT FOR ME TO UNLOCK SOMETHING…NOW WHAT?
Ada Bonds on August 8, 2014 at 2:39 pm said:

On August 7, 2014 there was a post that said “get any coin package and unlock any game”. I got yet another coin package,but did not get anything. I have unlocked all games, so I usually get coins. But I got nothing. Also Bear Mountain game gave me a bonus screen, but stopped there and would not spin the bonus games. After several min. I just returned to lobby page, then went back to the game,of course the bonus screen was gone. I played again, and when I did get the bonus several times, and the letters came up to spell BONUS they paid the coin payout but did not go up and register in the word BONUS to spell it out. Also did you post today to “like and post to public for 1 mil. coins”? Thank You.
Carolyn Rose on August 8, 2014 at 12:32 pm said:

Hi,I have the app high 5 and it won’t load so I can go to the help desk. Could you please fix the app so I can play on my account. Thank you Carol Rose
bobby quick on August 8, 2014 at 4:27 am said:

not buying any more credits until I get my 50,000 credits back due to freezing up games ,spin button not working ,cash out button not working ,games running to slow ,not winning anything ,not giving any payouts when I bet 300 credits at a time not enough bonuses,,,,, need to win big NOT LOSE BIG and that’s all I have been doing is LOSING BIG
Tenarvis Scott on August 7, 2014 at 11:12 pm said:

Why is it that the High 5 Casino Game will not reload on my Desktop Computer anymore?
Tenarvis Scott on July 31, 2014 at 5:27 am said:

The High 5 Casino Real Slots quit playing at 4:19 a.m right in the middle of my playing.I had 4,032.00
Tenarvis Scott on July 29, 2014 at 5:26 am said:

The Hoot Loot Game is malfunctioning.How do I get it to work and give me my points and make the Level Bar move?
Tenarvis Scott on July 24, 2014 at 2:37 pm said:

Tenarvis Scott(Bookie53)@ Level 153
bobbyhigh5 on July 24, 2014 at 2:25 pm said:

Hi Tenarvis, sorry to hear that. Please email us at support@high5games.com and we’ll help you from there. Be sure to include your username and player level.
Tenarvis Scott on July 24, 2014 at 2:16 pm said:

I was charged four $5:00 purchases that were not authorized by me on July 21,2014.Is there any way to get these charges reversed?
Tenarvis Scott on July 23, 2014 at 11:54 pm said:

I invited people to play High 5 Casino with me and they played Purrrect KItten,I think it’s called.I didn’t recieve my 1,000 coins.Could you please tell me why?
alihigh5 on June 25, 2014 at 10:06 am said:

Hi there,

Please email support@high5games.com and someone will be able to assist you with your purchases from there.
alihigh5 on June 25, 2014 at 10:05 am said:

Hi there,

Please email support@high5games.com and someone will be able to assist you with your purchases from there.
luisita alviar on June 25, 2014 at 12:54 am said:

i i was charged two purchases i did not authorized ( 448019 & 384978 ) june 25 , 2014 @ 8.12 am & 8.26 am , kindly void such transactions . thank you
Anonymous on June 25, 2014 at 12:35 am said:

ii am luisita alviar , i was charged two extra purchases , with authorizing numbers 448019 & 384978 june 25 , 2014…….. kindly check & void . thank you
alice duchene on March 25, 2014 at 6:47 am said:

why do some get coins every three ghrs and others every four hrs????
alice duchene on March 25, 2014 at 6:45 am said:

6;05 am on 3-24 got 3 blue sevens on first spin of the day…froze and never registered the lf amt won leaving 2 more spins and the collect spun and no money give,,,level 148..amt we have 7173.25 after waiting hour closed down and then reopened..got the 2 spins and money collected but never recd pymt for three blue sevens..this is the 2nd time we lost the good spin..help…help…
Patricia DuBois on March 24, 2014 at 8:01 pm said:

Great Job posting this, many people could really use this information.
I have played every game so many times, I sorta know this my heart,,I love this site and play as many times a day as I can, I buy as many credits as I can afford
afford, Love all of you for giving us old folks something to keep us happy. Uncle Sam should buys us extra games to keep our minds alert. lol
maria buttari on March 24, 2014 at 4:16 pm said:

how com I cannot open any more games.
Marce on March 22, 2014 at 1:38 pm said:

can’t play anynore as Hi 5 cannot connect to my server. Have no such problem with any other FB games.
bobbyhigh5 on February 25, 2014 at 12:35 pm said:

Thanks for the feedback Shannon! We’re always looking for ways to improve High 5 Casino, and we love hearing from our players. 🙂
bobbyhigh5 on February 25, 2014 at 12:32 pm said:

We’re glad you’re having fun, Yosy! 🙂
bobbyhigh5 on February 25, 2014 at 12:32 pm said:

You’re welcome, Robert. Thanks for playing!
bobbyhigh5 on February 25, 2014 at 12:18 pm said:

Hi Joanne, clicking through your wins doesn’t affect your winnings or your level increases. Thanks for playing!
Shannon on February 25, 2014 at 8:27 am said:

Is there any chance that these credits can increase from $100 to perhaps $200 or even more when u advance to even higher levels??? As it is quite hard to even go up on your game levels I really think ?H5 needs better rewards for players who are on higher levels as it’s honestly just too hard to advance to higher levels as it is and not really get compensated with enough credits to help you manage to level up. Just my 2 cents thanks. 🙂
Joanne Branciforte Lukasik on February 24, 2014 at 1:53 pm said:

Love that you are explaining some aspects of the games.
Here is a topic I would like to have more info on:
When there is a winning combinatiuon and I click to make the wininngs and the level come up quicker am I losing any of the level raise???
thank you in advance for addressing this question
Yosy on February 24, 2014 at 1:12 pm said:

I love this game , i got my coins every 3hr, thanks.
robert marsh on February 24, 2014 at 12:56 pm said:

thanks for tips very much needed I play all the time games are very much fun