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

Hello, my problem is to verify my pinnacle account, they told me that it was very difficult to verify an account with them but I didn't think that much, I already verified my address several times with them but until now they don't accept me anymore I don't know what else to do I don't know If it is a software problem or human error, I already verified my account in other prestigious companies such as bet365,888 sport and I did not have any problem and since Pinnacle appears in the list of the best casinos, I also want to be able to use it without problems. I sent him my certificate issued by the same municipality where I live, they came to my house and verified that this is indeed my address and I made the respective payments and at the moment where I live is not my house, even then all the water and electricity services arrive in my name from my father, I also sent them a statement of some of my accounts since the others do not contain address information. Please, the truth is that I don't know what else to do, I hope you can help me with this issue, thank you very much and I hope Pinnacle's understanding too.

One more thing I don't know if the problem is because there is jiron huascar 210-b but "b" is only because there are 3 floors but the truth is there is only one house and a single entrance that is to say there is only one jiron huascar 210

Dear joacofokavtr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying your home address seems to be the only obstacle here?  

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. Alternatively, you can post it here.

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

Best regards,

Kristina

hello miss Kristina thank you very much CASINO GURU and to you for helping me in this process, I already sent you what I requested, I hope Pinnacle can solve it in the best way, I will be attentive to your answers, thank you.

Thank you very much joacofokavtr for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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.

Thank you very much time Kristina, I will be waiting for good news.

Hello joacofokavtr,

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 to aid in the resolution of this complaint.

Dear Pinnacle Casino,

Can you please clarify what is required of the player to be able to complete their verification?

Hello there,

Thank you for contacting Pinnacle Casino

After reviewing the account in question we have found the following

·       First documents received for review 1st April 2022

·       Address verified on 7th April 2022

·       ID verified on 7th April 2022

·       Account fully verified on 9th April 2022

We can see Sports wagers have been placed from late February this year to 9th April, however no action has taken place in Casino, therefore if you are receiving problems or error messages when launching a game please follow the correct procedure and take a screenshot and contact support where a member of the Casino team will be able to assist you. This said there are not restrictions placed on your account

Have a great day

Pinnacle Casino Representative 

Thank you for the information Pinnacle Casino.

Dear joacofokavtr,

Can you confirm the above? Please let us know if the issue is resolved.

Hi Adam, indeed everything has finally been validated, thanks for your help and patience.

Thank you for the update, joacofokavtr.

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

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam