The player from Mexico faced issues with account verification at Pinnacle, where he had provided a notarized rental agreement as proof of address, but the casino claimed the document was outdated. The account was then closed, preventing him from correcting any potential errors in registration data, which caused frustration and disappointment. The complaint was ultimately rejected due to the player's lack of response to the Complaints Team's inquiries, which hindered further investigation.
Pinnacle Casino - Player’s account has been closed due to verification issues.
Amount: 50,000 ₮
Pinnacle Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
3 weeks ago
Translation
Hello, good day! My name is Miguel, and after Pinnacle fully verified my account, they requested additional documentation, which I have just provided them.
They are asking for proof of address. I have given them a notarized rental agreement as proof, but they informed me that they can only receive it through their website and not via email. The problem arises when their automatic process states that my document, which is current and less than six months old, is supposedly much older. Even after explaining this, they haven't responded or re-verified my account so I can continue playing.
I find this practice to be completely abusive and unreasonable, and I hope for a prompt resolution.
They claim that the account address doesn't match the contract. If this is the case, it must be an error made during account registration because the document is entirely legal, and it clearly states and confirms my current address.
The problem? Since the casino closed my account, I don't have access to it and can't change the data. I hope the casino helps me and contributes to resolving this issue. I've heard great things about them, but I am completely disappointed and frustrated with this situation.
Automatic translation:
Public
Public
3 weeks ago
Dear miguelaquinosanchez,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify which address you submitted in the registration form when you created your account? Was it your permanent address or your rental address?
Could you kindly forward me the proof of address you sent to the casino at veronika.l@casino.guru? Also, please include all the communication between you and the casino regarding your verification at veronika.l@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
Veronika
