Pinnacle Casino - Player’s withdrawal has been rejected.

Hi. I have a bad experience of removing the legal balance from the online casino Pinnacle.

I started verification on November 28, sent some additional documents. On December 2, my account was verified, but some sections of the casino remained blocked. After that, on December 7, I received a letter that my winnings were canceled and I could receive deposits. I asked the casino about the reasons for canceling the win, but did not receive a specific answer.

Dear, Team Guru, please help me withdraw the cancelled balance of $103. It is legal, I have not violated any T&C, sent all requested documents and cooperated with the Pinnacle Casino.

Thank you in advance.

Dear david25,

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. Have you accumulated your winnings with or without active bonus? Did you receive any confirmation from the casino that your account has been verified successfully in the past? If yes, forward it along with any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi. I did not use the bonus for the game, my win was received without the bonus.

I have it in my account "Your account is fully confirmed." I also received a letter where the casino thanks me for sending the documents. I'll send screenshots to your email.

Thank you very much, david25, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej 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.

Dear david25,

I’ll take care of your complaint from now on. I had a look at the screenshots and the e-mail communication with the casino you forwarded. I’m sorry to hear that your winnings have been canceled.

I would like to invite Pinnacle Casino into this conversation.

Dear Pinnacle Casino,

Can you please state the reason for canceling david25’s winnings and closing his account? In addition, please forward any relevant evidence to my e-mail address andrej.p@casino.guru.

We would like to ask 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’.

Thank you, Pinnacle Casino, for providing the explanation and evidence.

After reviewing the provided evidence it became clear that david25 had in fact used strategies to gain an unfair advantage over the casino. However, the strategy the player used is easy to detect, therefore they could have been excluded from play before accumulating winnings using strategies, and requesting a withdrawal.

The correct approach, in this case, would be to let david25 keep their winnings and restrict their access to games, or their account according to the company’s policies.

All in all, we suggest the casino pay the player the confiscated winnings of $103.5.

We would like to ask 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. Sorry I didn't answer, I was very busy. If I understand correctly, the casino claims that I used a certain card counting strategy. I'm new to casino play and I don't understand what casino trying to blame me for. But I'm sure these charges have no basis. I didn't use any strategies on purpose. Luck was on my side. I bet on my inner feelings. It's not my fault that I was lucky. 

Dear david25,

The information the casino representative provided us with clearly shows signs of your use of the strategy described in the casino’s statement. But regardless, our position is that you are still entitled to the winnings.

Dear Pinnacle Casino,

Is there a possibility of you reconsidering your decision in this case?

Hi Andrej,

Apologies for the missing the response earlier, the email reminder went to junk folder.

We have provided information from Evolution Game Integrity and Risk Department clearly showing card counting on "Perfect Pair" and "Player/Banker Bonus and therefore we are reluctant to return this players winnings, that said, we will refund the player on this occasion as a gesture of goodwill but we wont tolerate card counting at the tables therefore we have taken the action of blocking him from the Live Casino tables, he is free to play any of the RNG games we have

Regards

Pinnacle Casino Representative

Thank you, Pinnacle Casino, for your reply and for your cooperation.

Dear david25,

Can you please let us know once the amount of winnings is credited to your account?

I got the money. I thank the casino for cooperation and you for your help. My problem has been resolved.

Dear david25,

Thank you for confirming and for using the Casino Guru complaint resolution center. We are glad to hear that the winnings were returned to you. We will now mark the complaint 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.

Best regards,

Andrej, Casino.guru