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

Good evening, gentlemen from Pinochle, I have not had my account verified for more than 1 month, they request documents through the web and they do not accept it, I already sent my documents in a thousand ways and nothing to accept, I cannot withdraw my money because they verify it ..I wish your prompt solution

Dear Elireyess,

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.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I sent my card the front and the back, I sent the bank statement... none of those documents are accepted... I sent it in a thousand ways and I can't verify the account, can you help me verify it please...

Thank you very much for your reply, Elireyess. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Elireyess,

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.

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

The player can reopen this complaint anytime.