High 5 Games Help Desk

BOW_Guy
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.

Hey High 5-ers! It’s been a while, I’ve missed you guys! This week, I want to give you some pointers on betting and payouts for High 5 Casino.

1. Make sure you’re aware of your line bet

If you read High 5 Blog, you’re familiar with how paylines work, and you know that if you’re not betting all the paylines, you haven’t maximized your ability to win. Unfortunately, players will sometimes accidentally lower the number of lines they are playing without realizing it. Then, they’ll hit what looks like a big win only to discover that they weren’t playing the necessary lines. To avoid this type of frustration and confusion, make sure you’re aware of the number of lines you’re betting at all times.

2. Make sure you have Scatter Bucks activated

In addition to a line bet, some games give you the option to wager a side bet to activate special features, like Scatter Bucks. In Scatter Bucks games, like Golden Knight and The Amulet and the Charm, you must bet all the lines, plus the additional side bet, for the chance to see Scatter Bucks on your reels. If you do not do this, you may get very frustrated, as you miss your opportunity for big Scatter Bucks wins.

3. Watch the zeros

Some of our players have experienced confusion with the zeros when adjusting their bets. We’ve heard from players who believed they were betting $400.00 a spin, only to realize after a few spins that they were actually betting $40,000.00! To avoid a horrible surprise like that, we suggest you double check your bet before you spin or put your game on autoplay, to make sure that you aren’t accidentally betting 100x more than you intended!

With these pointers in mind, you should feel more prepared to bet wisely. And remember, if you have any questions about your bet, or your payouts, you can always email us at support@h5g.com, or comment here and I’ll be happy to cover it next time. In the meantime, good luck and happy spinning!

Play High 5 Casino.

126 thoughts on “High 5 Games Help Desk

  1. Hi Carol, 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.

  2. my grandson who is 16 added 1000 dollars to my account which i didnt know about im 75 on a limited income would you please take care of this m high high 5 gamesy

  3. 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.

  4. My high5 game is frozen.How do I get it to work,I have 947,00 points.It says sorry for not l ettihg me open a locked game please try again but it is frozen.The only thing I can do is spin thee wheel once every 24 hrs.Can you help me to unlock it? My # is 740-446-4051. My name is Jeff .Thanks

  5. Hey Pearlie, 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!

  6. Hi Alan, we apologize for the inconvenience. Our Engineers have put in a potential fix to the issue you are experiencing. Please force quit out of the High 5 Casino App. To force quit simply press on the home button twice quickly and then swipe up to close the apps you have open. Please let us know if this helps and restores your guest progress.

  7. We live in the country. Only satellite internet capped. Every time you make us update, we have to reload the games. Drains our account and takes hours. Why can’t you upgrade your system and not reset all of our games so we have to reinstall them. Not happy at all.

  8. Hello Sandy, 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. 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’. Once there, please click on the ‘Submit A Request’ button at the top right corner of the website to contact our Support Team.

  9. Bonus screen frozen – Please credit my account and take it off so I can play the games!!!!!!!

  10. Hello, If you are playing on a mobile device. First click on the 3 lines on the top right hand side of your casino lobby. A drop down menu will open and you will be able select the Question mark icon which says Help. This will give ou the option to then visit the High 5 Help Center, or our Facebook Fan Page.

    If you are playing on a computer, the gear icon will be located at the top right hand side of your casino lobby next to your player card.

  11. Hello Robert, We apologize that you are having issues loading High 5 Casino. Please contact our Support Team and they will be able to better assist you. You can contact the Support Team via the High 5 Help Center. To get to the Help Center, click on the gear icon (if on a mobile device, click on the 3 line icon) in the top right corner of the casino and then select “Help”. Then, click on “Submit A Request” to contact us. Thank you for playing High 5 Casino!

  12. I’ve played many games on many websites. High 5 slots are my favorite However, lately I can’t seem to get on the website. I’ll try several times a day to no avail. Why is this happening?

  13. Hi Ted, 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.

  14. I was trying to get some coins, the screen said 4X coin sales, but when I tried to buy $100.00 it would only give me $1,500.00. Can you please help me and fix it?

  15. Hi Willie, 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.

  16. Hey James, we would like to look into this. 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.

  17. I have been asking for help for the last week. I cant get the game to come on. Than sometimes it will come on and than it takes a long time to get to the game maybe you can help me with this. Also i lost 15 million when i changed my email because i was hacked can you check on that my old email was willienyc4@yahoo.com. Thank you

  18. hello…..I enjoy ShakeTheSky and High5Casino games….Unfortunately, the Player Level Indicator/Bar seems to be stuck—it doesn’t advance with winning spins….thanks…

  19. Hey Jo, 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.

  20. During my free spins I got a the free unlock any game but I wasn’t able to. I clicked on the available game and nothing happened. I did take a picture of the free unlock if you need it, but I really want my free game!

  21. Hey Pat, we’re sorry this happened to you. Please email support@high5games.com and let us know what happened. Make sure to include your username and player level, our customer support team will assist you from there. Thank you for your patience!

  22. Hey Georgina, we’re sorry this happened to you. Please email support@high5games.com and let us know what exactly happened here. Make sure to include your username and player level, our customer support team will assist you from there. Thank you for your patience!

  23. can’t get high 5 up on my android tablet for several days. I play using my tablet all the time now it will not come up. Love playing but very sad about this please help….

  24. What happened? I was on a cruise for two weeks, came back and couldn’t access my high five game. When I left I was getting over $ 4,000 per every four hours. Now I have only 9 games available and everything else locked. Getting a pittance every four hours.

  25. Hey Irene, we’re sorry this happened to you. Please email support@high5games.com and let us know what happened. Make sure to include your username and player level, our customer support team will assist you from there. Thank you for your patience!

  26. Hey Elaine, we’re sorry this happened to you. Please email support@high5games.com and let us know what exactly happened here. Make sure to include your username and player level, our customer support team will assist you from there as soon as they can. Thank you for your patience.

  27. I have received the email bonuses but they are going to a new H5G account, I have an existing account and it never is applied there-only to the new one. I don’t need two accounts, I want to keep my original account with the highest levels and have these credits applied to the original and any new email credits to go to the original account-Thank you-Elaine

  28. Bonjour Remond, veuillez nous envoyer un e-mail expliquant votre problème en détails à support@high5games.com. Assurez-vous d’inclure votre nom d’utilisateur et votre niveau de joueur dans l’e-mail.

  29. idem pour moi j’est jouer au tournoi avec la valkyrie queen et pour une foi j’est terminer en deuxième place et la comme par hasard l’image se fige et plus rien eh oui un bug bizare vous trouver pas pppppppppppfffff sa me dégoutte

  30. Hey Linda, we’re sorry this happened to you. Please email support@high5games.com and let us know what happened. Make sure to include your username and player level, our customer support team will assist you from there.

  31. i was playing golden sheep and i got the bonus and it froze and never got t play the bonus. it was today around one in the afernoon.on april 20th.

  32. Hey Georgianne, we’re sorry this happened to you. Please email us at support@high5games.com and let us know what happened. Make sure to include your username (Georgianne Carinci) and your player level in the email.

  33. Hey Shely, we’re sorry this happened to you. We would like to take care of this matter for you immediately. Please email support@high5games.com and let us know what happened. Make sure to include your username and player level, our customer support team will assist you from there! Thank you for your patience!

  34. Hey Cathy, please email support@high5games.com and let us know what happened. Make sure to include your username and player level, our customer support team will assist you from there. Thank you for your patience!

  35. I’m having a problem with High5 games . I tried to play this morning and it stated the game was under maintainence. Now that it’s back up it’s saying you have to update yet another version before you can play and I just updated the last version a few days ago and in order to play I have to pay again and I really don’t think that’s fair. Why do you guys keep doing the maintainence a and then you have to pay to play? I love the game, play all the time but don’t think I should have to pay again so soon because of an update

  36. Hey, we’re sorry for the confusion. Golden Knight is one of our High Limit collections, and please know that High Limit games give our players an opportunity to WIN up to multimillion coins while they bet big. If you have any questions,please email support@high5games.com for further assistance. Best of luck to you today!

  37. I can’at find the place to ask question..confusing….Is $2000.00 not enough to play all the lines on Golden Knight..because I did not get any points and it should have been a lot! Then play the Dogs and did not get any points…getting really confused since you changed everything. HELP..PATTY LEE

  38. I entered your tournament and bet 4mil being #1 and not getting my reward, also played Mystery and betting $5000 which it took my money, but didn’t recognize it as which I couldn’t play.. so am I at a loss or are you going to make things right. please let me know.

  39. Hey player, please email us at support@high5games.com and explain the issue you’re experiencing. Make sure to include your username and your player level in the email. Our support team will help you as soon as possible. Thank you for your patience!

  40. My screen has been frozen since the update kelly and Jessica both made the same suggestions. I did them all and still nothing! Am ready to give up on this site!

  41. Hey Carol, we’re sorry this happened to you. Please email support@high5games.com and let us know what happened. Make sure to include your username and player level, our customer support team will assist you from there. Thank you for your patience!

  42. I had 16,000 as my balance. I tried to download game to play.would go to loading and did not come up . Just stayed at loading. Tried for 4days . Finally canceled game. Downloaded again from Apple to play again gave 1000 to play. How do I get the rest of my balance.

  43. We’re sorry this happened to you. Please email support@high5games.com and let us know what happened. Make sure to include your username and player level, our customer support team will assist you from there. Thank you for your patience!

  44. I got a level up for the whole game while playing poker and did not get my bonus spins am I SOL or should I use more caution next time.

  45. I was in the middle of a tournament an got kicked off and was told I was already playing when I tried to get back on. It was a cash blast that cost me some coins.

  46. Hey Kellee, we’re sorry this happened to you. Please email support@high5games.com and let us know what happened. Make sure to include your username and player level, our customer support team will assist you from there.

  47. Hey Adam, we’re sorry to hear that. Please make sure to update our app on your Android phone and restart the app to see if it helps. If you still have difficulty, please email support@high5games.com with your username, player level and a description of the issue here for further assistance.

  48. Hey Kathy, 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!

  49. After your most recent update the games that I downloaded won’t load up. It shows the load screen for the game for a half second and then immediately goes to the h5c screen and takes me back to the game lobby. The games that were already on my device work fine, it’s just the new ones that are doing this. I have a galaxy note 4 if you need to know what phone I am using.

  50. on the 28th i was playing palomino highsteaks and alot of the times it wouldnt pay me could u please take a look at it thank you have a nice day

  51. We’re sorry for the inconvenience. Please email us at support@high5games.com and let us know what happened. Make sure to include your username and your player level in the email, our customer support team will assist you from there.

  52. I was told to contact to leave this message:

    Sharon Whitworth‎Shake The Sky Casino
    5 mins ·
    What’s the deal with give up xtra credits, when it doesn’t change our totals when we have allot of money. I am at level 204 and this has been going on for awhile – is there a problem?

  53. I lost 245000 credits when I wasn’t even playing the game .. my computer was not on and the reply I got was that can’t happen and they never did anything except offer me 50,000 credits .. it has happened 3 times and these people don’t give a crap

  54. This is the 3rd time I’v tried to contact someone. I lost 423,000 points while playing. The game stopped then nothing would happen til it went off and I turned it back on and I had nothing. I’m on stage 185.
    Melissa West Potter—02/02/2015

  55. i have all my levels at 101 where is the reward you said
    i was hopping for a new game like reward but i say thanks with your choice

  56. aun espero alguna respuesta, siempre lo mismo escriban a support,,,,,,,,,, uno lo hace y ahi queda todo porque, no dan una respiuesta ya sea positiva ono pero es algo gracias

  57. gracias por escucharme tengo ploblemas desde fines de noviembre primeros diasde diciembretenia varios millones los cuales juge por muchos meses no soy de jugar grandes cantidades ej.30,maximo 300 pueden darce cuenta q fueron bastantes meses y horas muy entretenida y agradecidapero de un momento a otro no recuerdo cual fue el juego y lo perdi todo, desde ahi me entretengo con lo q me dan, lo q al jugar no me duran 20mts aveces logro llegar a 10.000 y lo vuelvo a perder, los free game no me pagan, ayer retire4k los perdi rapidamente en diferentes juegos. hoy no me dan los bonos de cada 2horas. juge cin lo q tenia de spin.cuando logro empesar a gamar la maquina se desconecta hoy me sucedio 2 vecesy contaba con muy poco credito200mas menos, de verdad me entretengo mucho ya q tengo ploblemas de salud,por eso me enojo porque no entiendo q pasa si antes podia jugar horas y horas y lo otro cuando voy a volver a tener lo q perdi. encuentro q debieran cuidar a sus fieles segidores,y no entiendo como las otras personas ganan tanto, pido disculpas si e cometido algun desatino paro entiendanme a mi tambien gracias espero su respuesta y una buena solucion. e tratado con otros juegos pero no es lo mismo y me da mas rabia. mi nivel es 92

  58. buna ziua
    Numele meu de utilizator e Geanina Adriana si sunt la nivelul de jucator 154 imi cer scz ca va deranjez din nou dar acum cateva zile am primit la joc un mes cum ca daca duc jocul Glamorous Gateway la nivelul 100 voi primi in data de 14.01.2015 un joc nou gratis si nu am primit nimik dc?

  59. buna ziua si un Craciun fericit va doresc.Pt inceput va felicit pt acest joc,dar am intampinat o problema si nu stiu dc , daca se poate sa ma ajutati.
    Numele meu de utilizator e Geanina Adriana si sunt la nivelul de jucator 143,de cateva zile ati deblocat jocul Thunder Road si desi am prins acele trei lacate nu pot sa deschid jocul , imi da puncte pt lacat dar jocul nu il deschide si nu stiu dc.imi place jocul si imi place si sa am toate jocurile deblocate.va multumesc anticipat.

  60. I can’t play my games. It tells me their sorry I didn’t get my reward and to unlock a game. I go to a game and try to unlock it and it does nothing. I can’t even play any of the games. This has happened before a few times. Getting tired of wasting my time complaining about it. The last time the fixed it and now it’s happened again.

  61. en tres dias perdi lo que jugado por bastante tiempo ya no es la primera vez q me pasa de 12 jugadas una gano y asi rapidamente pierdo lo obtenido no dan free game yo juego y me gusta mucho ya q soy una persona con problemas de salud de la cual no salgo no puedo jugar dinero. por eso los prefiero a udes. pero me da la impresion q esto lo hacen con un fin q pongamos dinero y no jugemos por fan , agradeseria q fuera un poco mas justo y respetaran lo q uno obtiene jugando. no soy malaagradecida me entretengo mucho pero entiendan gracias.

  62. I WENT TO H5 casino 2 hrs. ago, i had 3000+ points then i had some more in the wheel 50 minutes, now i have more coming, i lost about 6000 points. i am 64 yrs. old, i use these games as past time. please replace my coins.

  63. Why is it that I can’t get the H5C video poker bonus and combine it with the H5C slot bonus? I don’t have a problem getting both bonuses when I play Shake the Sky slots I prefer to play the slots for both of these games instead of playing video poker. What gives? My user name is : Major Cheri Rumler and my player level is 129. Please fix this problem, ASAP. Thank you.

  64. Today, i purchased a Facebook $25 gift card and submitted it in High 5 but i never got my credits for this purchase.
    I am a Level 186.
    /www.facebook.com/deborah.peel.7

  65. Today you did an upgrade and you took all my points and levels away and put me back to level 1. I want my points and levels restored.

  66. Why is it that I went to play H5C &I was on say Level 150 Now they put me back to Level 1 The same with Shake the Sky Casino I am not having any issue with my other games.They also took all my $ away

    `

  67. Porque me han quitado todos los puntos que tenia? Me lo han dejado a cero, espero que me lo devuelvan.

  68. On Aug, 6, my internet service provider changed which resulted in changing my e-mail address. mapowell3971@ATT.net…..My game level with High5Casino was 170. Additionally, I lost all of the credits that I had accumulated. My new e-mail address is: mapowell39716085@ATT.net. Any assistance would be greatly appreciated in returning to my ORIGINAL game level and awarded credits.

  69. I played Amulet Charm for 45 minutes straight tonight……put the game on hold for 30 secs, and came back to a MAJOR credit loss. Starting at 8,450,000, I suddenly fell to 1,457,000 in no more than 5 spins!! I KNOW how to play these games, and have always been faithful to High 5, but this is ridiculous!!! How will you resolve this for me???

  70. for the second time Ihave not been paid for the coins I HAVE PURCHASEDiWILL NOT BE PURCHASING COINS AGAIN UNTIL YOU RETURN TO PREVIOUS ABILITES BEFORE LAST SHUT DOWN

  71. hola soy ely ferreyra, quisiera saber por que aun no recibi mi premios, por invitar a mis amigos a jugar a high5. en lo cuales ellos aceptaron y jugaron, pero mi premio por invitar nunca llego. mi correo es elizabetferreyraenf@hotmail.com y mi nivel de juego es de 28. gracias buenas tardes.

  72. Eu gostaria de saber porque não ta entrando o jogo no meu iPad só ta carregando e nada já 2semana poderia resolver isso para mim obrigado

  73. I earned an unlock a free game and it’s stuck. It won’t let me get my free unlock and now it won’t let me get my free spins. How do I remedy this?

  74. Cannot load game after update? Just says loading …. But never does. Haven’t got to play now for 2 days. Rethinking if this game is worth all the headaches and trouble to even play. This is ridiculous. And the trouble to even fine where to get ahold of your support is a joke.m

  75. My account shows I ordered $20 worth of coins yesterday but I didn’t order them. I didn’t receive any coins either. Please let me know what happened. Could I at least have the coins even though I didn’t order them.

  76. there is no sound on any of the high 5 games. FIX. I JUST GOT INTO THE BONUS ONAEGEAN SUNSET AND TE WHOLE GAME FROZE AND I LOST THE GAME AND DID NOT GET THE BONUS. HOW IS THIS GOING TO BE RECTIFIED?o

  77. i purchased $20 however it is not registering and a note was posted to contact support and mention code 575710739209518, whats going on

  78. I just tried to purchase 50.00 of credits. It said it went through, but I did not receive the credits. It told me to contact you and give you this order number 540444816067901. Please respond asap Thank you

  79. I understand that from a business point of view the new restructured free spin for levels up is to increase revenue .. but from a players point of view I think it is a ripoff .. I have 20 some odd games over level 100 and 40 some odd games over level 50 .. I even have one game over level 250 .. this having to wait for five levels before getting a free spin could or has cost me 100s of thousands credits and then it dosn’t pay anything .. also if you are going to change games to high limit I feel you should increse the odds of winning bigger and more frequent payouts .. It sucks when you play a high limit game and get a bonus that pays almost and in some cases nothing …

  80. What happened to the page – I now have to scroll down to see thepages full screen- is it my settings or your new lobby?

  81. once again it is taken over 10 minutes to load your games and sometimes it will load at 100 percent ans still not load for a couple of minutes, what seems to be the problem, unhappy customer.

  82. What the hell is going on, I player port royale just a few minutes ago and had two bonus rounds and did’nt get any points, when are you going to fix these mistakes.

  83. Your links are bad. I didn’t get the 15 free spins and I didn’t get the 3k coins a couple of days ago.

  84. i cant get to game through the adobe download, I already have flashplayer 13 and google chrome, how do I get past this????

  85. Why don’t you get rid of the superfluous zeros to avoid the confusion in the first place?
    Answer… trying to make the win LOOK bigger than what it really is !!!

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