The player from Greece is experiencing difficulties withdrawing his winnings due to ongoing verification. After verification he was paid.
Pinnacle Casino - Player’s struggling to complete the account verification.
Amount: €500
Pinnacle Casino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
They are unbelievable scammers. For the past 1 month they have been making fun of me that one paper does not do the banks or the other attacks so that they do not withdraw my € 500. Urgent help. And you are suddenly lost in live chat. messages.
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3 years ago
Dear Panagiotis2728,
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 advised what specifically seems to be a problem in verifying your account?
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
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3 years ago
Translation
Look, they ask for my bank account details, I send them. Then they tell me I want a verification card. In the meantime, I have sent the card 3 times. Google reviews for Pinnacle you will see that other players from other countries have the same problem. They are making fun of them.
Edited
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3 years ago
Thank you very much, Panagiotis2728, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.
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3 years ago
Hello Panagiotis2728,
I looked at your complaint and will do my best to help you. I would like to invite Pinnacle Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
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3 years ago
Translation
Now they have told me that they have been verified and the data my banks told me the payment has been made. It is enough to see it in practice to inform you. Thank you!
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3 years ago
Hi Viliam and Panagiotis2728,
We have looked in to this and €90 was processed to card ending 8501 yesterday and the remaining balance will be processed today and sent to the bank details that Panagiotis2728 provided on the 24th
Please note we cannot control the processing time for card ending 8501 once we have sent the funds, your card provider should process them within 24hrs but each provider differs.
The bank transfer can take up to 3 working days once sent and as mentioned earlier that will be today
If we can be of further service please do not hesitate to ask
Kind Regards
Pinnacle Casino
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3 years ago
Dear Panagiotis2728,
let me know when you'll receive your winnings, please.
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3 years ago
Translation
Hello, after many attempts today, I was finally paid. I believe Thanks to you team guru. Thank you very much for your help you are very helpful and city prompt! Thanks again!
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3 years ago
Dear Panagiotis2728,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
