Pinnacle Casino - Player’s struggling to complete account verification.

Hello, I made an account, I have deposited around 4,500 Mexican pesos and in the last deposit of $700 mxn I won $5,000 and it has been an ordeal to verify my account, the internal system constantly fails and it takes several days to send it. Information, I hope they validate my data since I have always sent my data correctly, real and true, and they ask for two proofs of ID and two of HOME, it seems excessive to me and I feel that they are trying to make me bet and lose, I hope you can help me

Dear César Alfonso,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I requested it more than a week ago and the system always rejects my documents even though I have sent my data correctly since they do it through an external server, my credit card has already been approved but my other data has not, and I really feel that it is an abuse since I have recovered everything entered and a little more and the department still does not answer me

Thank you very much, César Alfonso, for providing all the necessary information. I will now transfer your complaint to my colleague Nick (nikolas.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello César Alfonso,

I'm Nick and I'll be assisting you from now on. I would like to ask Pinnacle Casino to join us and help us resolve the player's issue.

Hello César Alfonso and Nick

Hope your both well

I have reviewed the situation and indeed there were issues with the documents you uploaded in the previous few days and because of our strict KYC procedures we had to request them again. That said your documents were approved yesterday and within 20 minutes of that your 8,558 MXN withdrawal was approved and paid.

Kind Regards

Pinnacle Casino Representative

Yes, I really appreciate the help the process was very fast and excellent 100% recommended

Thank you César Alfonso and Pinnacle Casino for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Regards,

Nick