Pinnacle888 Casino - プレイヤーの賞金は没収されました。

I registered at this casino a month ago, made deposits, lost them, but at some point I was lucky and won several games, my account became more than 40,000 dollars. But when I wanted to withdraw them, they refused to pay me and asked for documents. I sent all the documents, but my account was closed and they returned only the deposit, writing off 28,000 dollars from my account.

Я зарегистрировался в этом казино месяц назад делал депозиты, проигрывал их, но в какой то момент мне повезло и я выиграл несколько игр, на моем счету стало более 40000 долларов. Но когда я захотел их вывести, мне отказали в выплате и запросили документы. Я выслал все документы, но мой счет был закрыт и мне вернули только депозит, списав с моего счета 28000 долларов.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pinnacle Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Have you passed account verification after you provided the documents to the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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I registered with pinnacle in July 2025. On August 21, I requested a payout and my account was closed. I received a letter that my account was closed based on paragraph 5. Of the documents, they asked for my passport and a selfie, I provided them. I played slots and bet on sports. I received a bonus and fulfilled the conditions for its wagering.

Я зарегистрировался в pinnacle в июле 2025 года. 21 августа я запросил выплату и мой счет был закрыт. Мне пришло письмо, что на основании пункта 5 мой аккаунт закрыт. Из документов у меня запрашивали паспорт и селфи, я их предоставил. Я играл в слоты и делал ставки на спорт. Я получил бонус и выполнил условия по его отыгрышу.

Thanks for your reply.

Kindly send me any recent communication you exchanged with the casino regarding the issue, including emails where the casino accuses you of breaking any rules or following any rules from the terms and conditions.

Send the communication to my email at tomas@casino.guru

I sent a screenshot of the letter to your email address.

Выслал скриншот письма вам на электронный адрес.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you efimkaa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Pinnacle888 Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Pinnacle888 Casino.

Dear efimkaa, I received information regarding your complaint. The documentation you provided was not sufficient to meet the required standards. The documents did not match the form and format of legitimate documents. Should you wish to resolve this, you are welcome to contact the casino directly with the appropriate documentation, at which point we will review the case again. You can contact the customer support through the following email: (customerservice@pinnacle888.com). Thank you in advance for your cooperation!

Dear efimkaa,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru

We've reopened this complaint at the request of efimkaa. We received the following message:

Hello. I was drafted into the army five months ago and therefore couldn't send documents to the casino. Now I'm back home and ready to send them, but a casino employee wrote that my account has been permanently closed. I need help restoring my account.

Dear efimkaa, I will try to get in contact with the casino representative and mediate a resolution. In the meantime, would it be possible to provide me with any confirmation of your draft so I can provide it to the casino if needed? You can forward any information to my email. ( peter.c@casino.guru ) Thank you in advance for your cooperation!

We’ve reopened this complaint at the request of efimkaa. We received the following message:

Здравствуйте. 5 месяцев назад я был мобилизован в армию и поэтому не мог выслать в казино документы. Сейчас я вернулся домой и готов выслать документы, но сотрудник казино написал, что мой счет закрыт навсегда. Прошу помощи в восстановлении счета.

Dear efimkaa, I will try to get in contact with the casino representative and mediate a resolution. In the meantime, would it be possible to provide me with any confirmation of your draft so I can provide it to the casino if needed? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I sent the summons from the military registration and enlistment office by email.

Повестку из военкомата я выслал на электронную почту.

Dear efimkaa, despite my attempts to mediate the situation, the casino is unwilling to provide me with evidence as to why your documentation was rejected and the account is not eligible for reinstatement. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter