Pinnacle Casino - Player has a problem with withdrawal method at Pinnacle Casino.

Dear Casino.guru,

I am writing to express my deep dissatisfaction and frustration with the withdrawal process at Pinnacle Casino. I have encountered significant difficulties when attempting to withdraw my funds using Litecoin, as Pinnacle is not allowing me to do so. Instead, they insist that I withdraw to WebMoney, which does not support VND withdrawal.

I have made numerous attempts to explain to Pinnacle that WebMoney is not a viable option for me due to its lack of VND withdrawal support. After some correspondence, Pinnacle finally acknowledged this limitation and assured me, via email, that I could withdraw my funds using an alternative method. This communication provided me with a sense of security, leading me to believe that I was not obligated to use WebMoney for the withdrawal. Consequently, I chose not to withdraw all my funds at that time.

To my dismay, when I recently attempted to withdraw a portion of my funds, Pinnacle informed me that I am now required to withdraw all of my money to WebMoney. This requirement is deeply unfair since using WebMoney would essentially result in the loss of my funds, as VND withdrawal from Webmoney is not supported. What troubles me the most, however, is the inconsistency in Pinnacle's communication. Previously, they clearly stated that I could withdraw my funds using an alternative method, only to later retract that offer.

I am reaching out to you, as a reputable authority in the online casino industry, to seek your assistance in resolving this matter. I kindly request that you intervene on my behalf to ensure that Pinnacle Casino honors their initial agreement and allows me to withdraw my funds using Litecoin method. Furthermore, I believe it is essential that Pinnacle improves their communication practices to avoid misleading customers and causing unnecessary inconvenience.

I appreciate your attention to this matter and your support in resolving this issue promptly. I hope that together, we can rectify the situation and ensure a fair and transparent withdrawal process for all Pinnacle customers.

Thank you for your assistance.

Yours sincerely

Hello TTTTh,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pinnacle Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Is there currently any pending withdrawal, did you use a different method to do so? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Nick,

Thank you for your response. To clarify, my account with Pinnacle Casino is already verified since October 2022. Currently, I don't have any pending withdrawals, and I haven't used a different method for withdrawals. The last time I spoke with the casino was on July 3, 2023. They emailed me to inform that they declined my withdrawal request. They asked me to withdraw all the money to WebMoney. Here is a screenshot of our last conversation.

I hope this information helps. Let me know if you need any further details.

Best regards,

TTTTh

Hello TTTTh,

Do I understand it correctly that you are able to deposit from Vietnam through WebMoney but you can't withdrawal with the same method? Can you please advise how is it possible to use it for deposit but not for withdrawals?

Dear Nick,

Previously, WebMoney supported withdrawal of VND (Vietnam Dong), so I deposited using webmoney method, and so later if I need to buy food, i can withdraw money from pinnacle to webmoney, and from webmoney I can withdraw money to VND . However, WebMoney later stopped supporting withdrawals to VND. so i contacted Pinnacle and asked if i can withdraw my balance by another method (if i withdraw to webmoney my money will be stuck at webmoney because webmoney does not support withdrawal to VND anymore) and pinnacle agreed to let me withdraw by another method

Hello TTTTh,

Is there any official statement from WebMoney that they no longer proceed such payments?

Also, in such case, if you can verify a new payment method in the casino, it also should be allowed to withdraw your casino balance through it. Did you or the casino try to offer an alternate way to withdraw?

Dear Nick

1/ "Is there any official statement from WebMoney that they no longer proceed such payments?"

------------------

Vietnam is not on the Receiver's Country list to support withdrawals through the bank transfer system, you can check on this link

https://withdraw.web.money/Home/Index

this screenshot show that vietnam is not available

2/ "Did you or the casino try to offer an alternate way to withdraw?"

------------------

They allowed me to withdraw my balance using another payment method, but when I initiated the withdrawal, they refused.

Hello TTTTh,

Can you please advise which payment method did you use this time? Did you try to do it again? If yes, did the casino cancel it again?

I just made a withdrawal via litecoin, they keep refusing

Thank you TTTTh for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello TTTTh,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Pinnacle Casino to join the conversation and participate in the resolution of this complaint.

Dear Pinnacle Casino,

Could you kindly suggest any other payment options for the player to withdraw their funds? It appears that WebMoney is no longer accepting payments in VND.

Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello there, I am sorry for the situation customer experienced, however his casino access is blocked 11/28/2022, 3:35:52 PM. Customers are able to access the page where all withdrawal, payments options are available.

If there is specific question to our Payments team, you can raise it and I will escalate this - however for these instances we are having Live Chat and Support emails.

Thank you

Dear TTTTh,

I hope you are doing well. Could you please inform us if there are any updates regarding the withdrawal options?

Thank you.

Kind regards,

Tomas

Dear Tomas

I just made a withdrawal via litecoin, they declined

Dear Pinnacle Casino,

Could you kindly suggest any other payment options for the player to withdraw their funds? It appears that WebMoney is no longer accepting payments in VND.

Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi TTTTh,

I wanted to inform you that since Tomas, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Tomas possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Tomas will reach out to you at the beginning of the upcoming week.

Thank you for your understanding and continued patience.

Dear TTTTh,

I am currently attempting to contact the casino's representatives internally and will extend the timer once again to see their response.

In the meantime, may I know if you have contacted the casino's support team regarding the issue?

Thank you.

Kind regards,

Tomas

Hello Casino Guru Team and Tomas

I wanted to extend my heartfelt gratitude for your assistance in resolving my issue regarding the withdrawal process at Pinnacle Casino.

I am pleased to inform you that, with your intervention, Pinnacle Casino has allowed me to withdraw my funds using Litecoin. This outcome wouldn't have been possible without your dedicated support and guidance throughout the process. Your timely intervention ensured that my funds were rightfully accessible to me.

I am truly thankful for the assistance you've provided. Your platform played a crucial role in enabling this positive resolution. If it weren't for Casino Guru, I might have encountered difficulties withdrawing my money. Your efforts have made a significant impact on my experience, and I genuinely appreciate it.

Once again, thank you for your exceptional help. Your dedication to ensuring fair and transparent gambling experiences is commendable, and I am grateful for the role you played in this successful outcome.

Best regards

Hello Tomas from Casino guru and TTTh.

We are glad to hear that issue has been resolved. Apologies for the inconvenience caused. Please let us know if any further assistance will be required in the future.

Dear TTTTh,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas