Pinnacle Casino - プレイヤーのアカウントが閉鎖されました。

Hello! On July 3, 2022 I made a withdrawal request for the amount of £12. On the same day, the withdrawal of money was canceled. I received an email in which it was said that I had to pass verification. I immediately uploaded the requested documents to my personal account. Namely, passport photos and utility bills.

On July 8, I contacted the support service to clarify whether my documents were checked or not. I was told that the documents were not checked, and they could not answer why my documents had not yet been checked at that time.

On July 12, 2022, I contacted support again. I was told that the documents were not checked. After waiting 9 days, I was outraged that the support team did not check my documents. I urged to check my documents.

After 3 days (July 15) I received a message that my account was blocked. I was quite shocked by this news, since there were no violations of the rules on my part. Being sure that this decision was made by mistake, I contacted the support team to clarify a very strange decision.

On July 16, 2022, I received a response that absolutely does not clarify the situation: "Unfortunately, we are forced to inform you that during the verification of your account, we decided to refuse to provide you with the services of our service. Your account has been permanently closed."

Please help me sort out this situation!

Hello andriiwin,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pinnacle Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when are you registered in the casino? Did you ever deposit any money into the casino? Was your balance generated from bonus and if yes, which one exactly?

Looking forward to your answer.

Regards,

Nick

Hello Nick!

Dec 9 2020 - I signed up for Pinnacle. Didn't deposit money at the casino. But also, I don't remember withdrawing money from this casino before.

Jun 3 2022 - I received an email from Pinnacle saying:

- "Hi Andrii, Grab Freespins every day this month! Spin the wheel every day to win up to 30 Freespins on five different qualifying slot games, including the visually stunning Elements and the hugely popular, Hawaiian-themed Aloha! The Daily Wheel Spins promotion is running every day between 00:00 EDT on June 1 and 23:59 EDT on June 30, 2022".

These free spins brought me £12.

Do I understand it correctly that your current balance is £12 on your casino account and it is already a real money after finishing the wagering or you still had to wager? Didn't the casino ask you to deposit in order to receive the spins?

My main casino balance is £12.97. And this is real money (no wager). The casino didn't ask me to make a deposit to get the free spins.

Thank you andriiwin for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi andriiwin,

I've reviewed your case and fully understand your concerns about your account closed without any explanation. I'll try my best to help you with the issue by contacting the casino.

Dear Pinnacle Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share some more information about the case? Can you please specify the reason for closing the player's account?

I'm looking forward to hearing from you.

Best regards,

Natalia

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’.

Hello Casino Guru and Andrii.

After checking with relevant departments, we must inform you that account was closed due to T&Cs breach.

Thank you for understanding

Dear Pinnacle Casino, thank you for the reply, however, I'd like to ask you to share more information. How exactly did the player breach the terms? Please, feel free to send all the supporting evidence to my email address natalia.b@casino.guru.

I'm looking forward to hearing from you.

Regards,

Natalia

Hello Casino Guru!

I didn't break the T&Cs breach!

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’.

Hello Natalia and Casino Guru team,

Kindly note, the official email was sent to earlier provided email : natalia.b@casino.guru

Thank you.

Dear Pinnacle Casino, I'm sorry for the late reply. I'd like to confirm that I received an email from you but it contains no evidence. Could you please send me any screenshots or other materials that can prove your statements?

I'm looking forward to hearing from you!

Kind regards,

Natalia

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’.

Dear andriiwin,

Unfortunately, we received no further responses from the casino. Since there's been no proof sent from them, as per our policy, we cannot continue with our investigation without cooperation from the casino's side, therefore I'm forced to close your complaint as unresolved.

My apologies for not being of much help here, but at least your experience may help other players.

I hope that you won't come across any of such issues with online casinos again.

Best regards,

Natalia

The casino may request to reopen the complaint at any time.