HomeComplaintsPinnacle Casino - Player's winnings have been confiscated.

Pinnacle Casino - Player's winnings have been confiscated.

Amount: €900

Pinnacle Casino
Safety Index:High
Submitted: 03 Nov 2024
Case opened Current status

Waiting for Casino Guru to reply

4d 23h 2m 57s

Case summary

yesterday

The player from Finland is facing issues with a casino where their winnings from a live casino game of blackjack were not transferred to their account. Despite weeks of communication with customer service, the issue remains unresolved.

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2 weeks ago

Try to avoid this casino. I was gaming in their livecasino (provider Ezugi). Winnings was not tranferred to my account after blackjack hand was settled. After weeks emails with poor customer service they did not solve the case.

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2 weeks ago

Dear olzer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Did you accumulate your winnings with or without an active bonus?

Could you please share your game history?

Could you please share your communication with the casino regarding the winnings? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

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2 weeks ago

Hi,


Bonus was not activated. I sent you email regarding the case.


Thx for the help

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1 week ago

Dear olzer, do you have any updates from the casino, please?

Could you please forward your game history in Excel format with the exact time of the incident to dominika.l@casino.guru?


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1 week ago
Translation

They have stopped responding despite several messages, so nothing new. I'm trying to make an excel table of the whole case.

Automatic translation:
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1 week ago

Dear olzer, please request your game history in Excel format from the casino.


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1 week ago
Translation

The problem is that these incorrect bets do not appear in the casino's history. They are only visible in the blackjack lobby but not in the account history itself

Automatic translation:
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2 days ago

Dear olzer, please request your game history in Excel format from the casino so we can review and compare it.

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2 days ago
Translation

Hi, I have requested this but they have stopped contacting me so they are not sending this information

Automatic translation:

Casino Guru is examining the case

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