Pinnacle Casino - 検証の問題により、プレイヤーのアカウントは閉鎖されました。

Hello, good day! My name is Miguel, and after Pinnacle fully verified my account, they requested additional documentation, which I have just provided them.

They are asking for proof of address. I have given them a notarized rental agreement as proof, but they informed me that they can only receive it through their website and not via email. The problem arises when their automatic process states that my document, which is current and less than six months old, is supposedly much older. Even after explaining this, they haven't responded or re-verified my account so I can continue playing.

I find this practice to be completely abusive and unreasonable, and I hope for a prompt resolution.

They claim that the account address doesn't match the contract. If this is the case, it must be an error made during account registration because the document is entirely legal, and it clearly states and confirms my current address.

The problem? Since the casino closed my account, I don't have access to it and can't change the data. I hope the casino helps me and contributes to resolving this issue. I've heard great things about them, but I am completely disappointed and frustrated with this situation.

Hola buenas! Mi nombre es Miguel y Pinnacle después de haber verificado mi cuenta por completo según ellos mismos me han pedido una mayor documentación que yo mismo se lo acabo de proporcionar.

Me piden un justificamente de domicilio, les he entregado un justificante de arrendamiento firmado por notario y me comunican que solamente pueden recibirlo por su página web y no por email, el problema viene ahora, cuando su proceso automático comunica que mi documento con actual vigencia y con una antigüedad menor a 6 meses tiene una antigüedad muy superior, una vez explicado esto siguen sin darme respuesta y sin devolverme la cuenta verificada para seguir jugando.

Me parece una práctica totalmente abusiva y desproporcionada y espero una pronta solución.

Ellos alegan que la dirección de la cuenta no coincide con el contrato, si es así es un error al poner los datos en el registro de la cuenta porque el documento es totalmente legal y ahí están los datos de mi actual domicilio como él mismo lo indica y garantiza.

¿el problema? Que como este casino me ha cerrado la cuenta no tengo acceso a ella y no puedo cambiar dichos datos, espero que este casino me ayude y ponga de su parte, me han hablado muy bien de él pero estoy totalmente decepcionado y frustrado con esta situación.

Dear miguelaquinosanchez,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which address you submitted in the registration form when you created your account? Was it your permanent address or your rental address?

Could you kindly forward me the proof of address you sent to the casino at veronika.l@casino.guru? Also, please include all the communication between you and the casino regarding your verification at veronika.l@casino.guru.

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

Best regards

Veronika

Dear miguelaquinosanchez,

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.