The player from Peru had experienced issues with the verification process at an online casino. While her personal identification had been verified, she had trouble submitting additional required documents for location and card verification. Despite reaching out to the casino, she felt her concerns were not understood. The Complaints Team had advised her that the verification process could take up to 14 days and to ensure all requested documents were provided. However, due to a lack of response from the player, we were unable to further investigate and had rejected the complaint.
Pinnacle Casino - Player struggles with account verification.
Amount: 1,400 S/.
Pinnacle Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
Pinnacle Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
10 months ago
Translation
Hello, good afternoon, I am encountering a problem that doesn't let me fully verify my account. They have only verified my personal identification, and to finish the verification I need to send the other one of my location, card, etc.
I would appreciate it if you could help me with this issue. Thank you
Automatic translation:
Public
Public
10 months ago
Hello celesterengifo86,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pinnacale Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Translation
Hello, yes, I have been trying to solve it for a week, it doesn't even appear to send my location and card documentation, and yesterday I contacted them but they couldn't understand me
Automatic translation:
Public
Public
10 months ago
Translation
They only verified my identification card
Automatic translation:
Public
Public
9 months ago
Hello celesterengifo86,
As the verification take up to 14 days, the casino may request to re-send any document if there is something incorrect on them. Please be sure to provide them all the requested documents and let us know if it would take longer than 2 weeks.
Regards,
Nick
