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

I made my registration, then made a deposit and I didn't even place a bet, because they ask for documents before I can use the deposit! I've sent all the documents and they don't accept it!

Fiz meu cadastro, em seguida fiz um depósito e nem se quer fiz uma aposta, pois pedem documentos antes de pode usar o depósito! Já enviei todos os documentos e não aceitam!

Dear leandrog532,

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.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I sent proof via bank slip, they don't accept it, I don't own a house so I can send proof of residence for electricity or water bills

Eu enviei comprovante via boleto, não aceitam, eu não tenho casa própria para poder enviar comprovante de residência por conta de luz ou água

Thank you very much for your reply, leandrog532. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear leandrog532,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.