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

Good day, several days ago the Pinnacle verification system does not accept my photos of my credit card since my data is true and even so it rejects me, it is more recently that it does not allow me to do the verification, it seems unacceptable to me that it does not They can give a solution even though I have already sent several emails about my problem and still they do not give an answer

Dear Stevie,

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.

Do I understand correctly that verifying your credit card seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello, Cristina, good day, I just sent you a message to your email explaining my situation a little, if you want anything else, I would appreciate it if you let me know so that I can help you. Thank you.

Thank you very much sergioboo863 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello sergioboo863,

I will assist you with your complaint from now on. I went over the details of the case and will do my best to help you.

I would like to ask the Pinnacle Casino representatives to join the discussion in order to help us resolve this verification issue.

Pinnacle Casino, could you please comment on sergioboo863's verification status? What steps can be taken to successfully complete it?

Pinnacle Casino, has verified my account but now the problems continue with this lousy bookmaker, not only did they deduct more than 70PEN to be able to withdraw my funds but apart from that now they won't let me withdraw through my credit card credit no matter how long they took to verify it and now it turns out that they give me the discount quickly and they don't want to access the withdrawal, it really is a shame with this bookmaker PINNACLE CASINO SOLUTION!!!!

Thanks for the update sergioboo863.

I am sorry to hear your trouble continues. Do I understand correctly the verification of your credit card completed sucessfuly?

Again I would like to ask Pinnacle casino representative to comment on the issue. Why is not Sergio allowed to withdraw his winnings?

Hello there,

Thank you for contacting Pinnacle Casino

After reviewing the account in question we have found the following:

• Country was verified on 3rd of May
• CC front and back was requested on 4th of May
• CC verified 14 of May 30, 2022
• Bank statement requested 14th of May 30, 2022 Bank statement declined due to not correct format 16th of May
• Bank statement verified on 18th of May
• NO restrictions of account for withdrawals

 We can see Sport wagers have been placed, however there was no action taken in Casino, therefore if you are facing difficulties, errors or you need more information about verification, payment fees etc. kindly contact Support and they will be happy to assist. 

Have a lovely week ahead!

Hello all,

Thanks for the reply to Pinnacle Casino.

sergioboo863,

do you require any further assistance? Was your issue resolved?

Dear sergioboo863,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

We would like to ask the Pinnacle 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’.

Hello there,

The reply was provided previously 30 May 2022 10:42, are there any outstanding quires/issues from players side please?

Thank you

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

Even if we’ve assumed that the issue has been resolved, without confirmation from the player, we were forced to reject this complaint.