The player from Finland, who was struggling with a gambling problem, had registered, deposited, and played 420 euros at Pinnacle, despite having requested self-exclusion from hundreds of casinos via email in April 2021. Pinnacle's support claimed not to have received the email and denied his requests. The complaint was rejected due to the player's lack of response to our inquiries, making it impossible to proceed with further investigation or provide solutions.
Pinnacle Casino - Player contests false self-exclusion.
Amount: €420
Pinnacle Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
Hello Gurus,
I have struggling with a gambling problem for quite some years now and unfortunately it has worsened as of late and I have sought out any and every place where I can play slots as of late.
That is how I found Pinnacle. I was allowed to register, deposit and play 420 euros before realizing I should have been excluded due to a gambling problem as requested in an email I sent to over 300 casinos as early as April 2021.
The support staff is telling me they are not receiving any email from me when I try to forward them the email sent to Pinnacle in 2021 as proof. I would be happy to forward this email and other relevant information to the Guru team.
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4 months ago
Dear yoyeli,
Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you've been experiencing with your gambling problem and the issues with Pinnacle Casino.
To help us better understand and address your situation, could you please provide answers to the following questions:
- Could you specify the exact date when you registered and deposited at Pinnacle Casino?
- Can you confirm if you have ever received any communication from Pinnacle Casino before or after sending the exclusion request in April 2021?
- Can you provide a copy of the original exclusion request email sent to Pinnacle Casino in April 2021, along with any subsequent correspondence related to this matter?
Please feel free to forward any relevant communication to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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3 months ago
Dear yoyeli,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
