Pinnacle Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Good morning,

I am currently having problems with Pinnacle's KYC verification system. A week ago I requested my refund, after several days waiting, I was asked to send documents again to re-verify my Pinnacle account. (I have been a Pinnacle customer for over 4 years and had already completed the KYC process).

I have sent the requested documents but for some unspecified reason, the address document is rejected.

I have sent documents that meet all the requirements, in fact, the last document I sent is a proof of address issued yesterday by the government. The test itself includes a QR code that takes you to the government database and displays the document.

I don't know what else I can do, I need your help.

Thank you!

Buenos dias,

Actualmente estoy teniendo problemas con el sistema KYC de verificacion de Pinnacle. Desde hace una semana solicité mi reintegro, tras varios dias en espera, fui solicitado enviar nuevamente documentos para re-verificar mi cuenta de Pinnacle. (soy cliente de Pinnacle desde hace más de 4 años y ya había completado el proceso KYC).

He enviado los documentos solicitados pero por algún motivo no especificado, el documento de direccion es rechazado.

He enviado documentos que cumplen todos los requisitos, de hecho, el ultimo documento que envie es una prueba de direccion emitida el dia de ayer por el gobierno. La misma prueba incluye un codigo QR que lleva a la base de datos del gobierno y muestra el documento.

No se que mas puedo hacer, necesito de su ayuda.

Gracias!

Dear LeoGZ,

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.

Do I understand correctly that a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Could you please confirm that the disputed amount and currency are the right ones?

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 Petronela,

Thanks for your answer.

I have submitted several proofs of address but for some unspecified reason they are rejected by Pinnacle.

I have submitted two bank statements and proof of government tax address. These documents are all less than 3 months old and are legible.

the amount and currency are correct, they are winnings generated both in the Casino and in sports betting.

I also confirm that I have previously withdrawn several times and that I have already passed the KYC process before.

Hola Petronela, 

Gracias por tu respuesta.

He enviado distintas pruebas de domicilio pero por algún motivo no especificado son rechazados por Pinnacle. 

He enviado dos estados de cuenta bancarios y una prueba de dirección fiscal del gobierno. Estos documentos todos tienen antigüedad menor a 3 meses y son legibles.

la cantidad y moneda son correctas, son ganancias generadas tanto en el Casino como en Apuestas deportivas.

También confirmo que anteriormente ya había retirado varias veces y que ya había pasado el proceso KYC anteriormente.

Thank you very much, LeoGZ, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Hello Petronela and Tomas,

Finally, after several weeks, the KYC process was completed and the payment has been processed and received.

Thank you very much for your help!

The case can be closed.

Hola Petronela y Tomas,

Finalmente, tras varias semanas, el proceso KYC fue completado y el pago ha sido procesado y recibido.

Muchas gracias por su ayuda!

El caso puede ser cerrado.

Helo LeoGZ ,

Thank you for your patience, Tomas is not available, so I took your case. I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the 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’.

Hi There

Thank you for contacting Pinnacle Casino

Apologies for delay in replying.

After reviewing the account in question we have found that player was contacted, as his IP showed different countries, on some of territories of which are restrictions on certain games, therefore our team requested additional documents.

Documents which our team received were reviewed 2nd of June, however there was POA missing, therefore these were declined.

ID and POA were verified on 3rd of June, after that player completed additional step for verification and was fully verified on 9th of June.

Kindly note there there are not restrictions placed on your account

Have a great day

Pinnacle Casino Representative 

Hi LeoGZ,

please, could you confirm the casino statement?

Hi Jozef,

It is right. Finally, after several weeks, the KYC process was completed and the payment has been processed and received.

Thank you very much for your help!

The case can be closed.

Hola Jozef,

Es correcto. Finalmente, tras varias semanas, el proceso KYC fue completado y el pago ha sido procesado y recibido. 

Muchas gracias por su ayuda! 

El caso puede ser cerrado.

Hi LeoGZ.

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, Jozef