[Kovac_]

Edit by SBR Staff: We've been advised that the player's ID has been verified and his account access restored. We understand the panic when docs are being looked at especially when having a sizable balance, though this is standard operating procedure.

The thread title "confiscates funds" was false and has been updated accordingly. The player's funds were never touched; his account was undergoing security review since his old docs had expired.

__________


Hi,
I have been a PinnacleSports customer since approx 2009/2010. As you can imagine during the course of this years I made dozens and dozens of transactions all of them being made via Skrill where I have VIP Diamond Status.
Yesterday I made a withdrawal request of 50K and they suddendly asked me a proof of address (Remember I'm a customer since 2009) that I sent immediatly. Then, as instructed to do, I reiterated my withdrawal request (the first one was declined) and suddendly they closed my account. I'm a daily trader and I needed those funds in order to manage my positions and with my account closed I can't do it in the best way for my interests. This is not a professional behaviour, you can't just close an account without notice and without reason since I didn't do anything wrong. However, I assume the reason why they closed my account was because they noticed my proof of ID that I sent when I once registered my account (many years ago) was expired and therefore I sent my Italian National ID as proof of ID and now they are not accepting it (while no problem with my proof of address) and I don't know why. I have a Driver License but it's in the very old format, being issued on 1992 (but it's still valid renewal after renewal, in Italy it works like that) so I don't think they are going to accept it. But the ID has been issued on 2011 and it's valid until 2021 I can travel around Europe with it but they are refusing it. I don't have a passport right now (When I registered the first time I used my passport as proof of ID) because the old one is elapsed and I didn't plan to travel outside Europe in this recent days. What am I supposed to do? I'm very pissed off not only because I make a withdrawal request (after dozens and dozends made previously) and I find my account to be suddendly suspended ad you can imagine how this can be difficult to handle for a 6 figures daily trader as I am only because they suddendly notice the ID they had was expired years go. But now they don't even accept my Italian National ID and unfortunately I don't have a valid passport right now. This is a nightmare for me and not a professional way to deal with a senior customer (I'm also a beta tester of your site, just per say...). What Am I supposed to do?
Any help is very appreciated.

[shari91]

Have you tried to make a withdrawal before this?

Every time I've had an issue with a withdrawal and an expired card, the card was expired for awhile and no one noticed until I actually tried to withdraw since I wasn't trying to deposit with it during that time.

Your situation really isn't that bad although I understand if you feel it is at the moment. Pinny just wants some current id. Contact them and ask them what ID and proof would be acceptable. They're not trying to freeze your money over suspected fraud or whatever so try not to worry too much. You yourself said your ID was outdated so work with them a bit and I'm sure they'll come to a resolution for you.

[Kovac_]

All the deposit/withdrawal request have been made via Skrill.
I'm a verified customer since 2009.
As I wrote I already sent my new national ID but they are refusing it without telling me why (proof of address has been accepted) while they state they accept National ID. I also state that all the informations in the National ID I provided match the ones stored in their server. And as I wrote I don't have a passport right now and my Driver License is in the old format being issued in 1992 but it's still valid manual renewal after manual renewal and I don't think they are going to accept it. So I'm out of Identification Paper. What am I supposed to do? I'm very pissed off. Any advice?

[shari91]

All the deposit/withdrawal request have been made via Skrill.
I'm a verified customer since 2009.
As I wrote I already sent my new national ID but they are refusing it without telling me why (proof of address has been accepted) while they state they accept National ID. I also state that all the informations in the National ID I provided match the ones stored in their server. And as I wrote I don't have a passport right now and my Driver License is in the old format being issued in 1992 but it's still valid manual renewal after manual renewal and I don't think they are going to accept it. So I'm out of Identification Paper. What am I supposed to do? I'm very pissed off. Any advice?

So again, have you tried to withdraw since your ID expired?

Every sportsbook checks ID when a withdrawal request takes place.

Have you ever had a withdrawal before from Pinny? If so ask them what they'd consider acceptable ID. If you haven't then you need to update your ID and passport ,no question

[SBR Forum]

Hi Kovac,

Have you asked any of the questions Shari suggested to Pinnacle? What have you asked them about your account status? It's hard to connect the dots from what you've shared alone; if you'd like us to have a management contact at Pinnacle review your issue or let us know what you can do to clear up your problem, please write us at help@sportsbookreview.com with your account ID.

[SBE]

Dear Mr. Kovac,

though I am the person who is unsatisfied with Pinnacle's website (how it works, or better , not works; freezing of the Old website),
I am not having a feeling of "Pinnacle would like to take your money". No, I think in no way ...

There must be some misunderstanding ...


You probably opened your account many years ago (at the " old" address, and did not inform them about you had moved), and then moved to another country, and between that two points (opening your account and the today's situation) passed really, many, many years, and they now wonder, if you are having another address, etc.

Sure, I would be also frustrated (as you are), but I believe, this will be solved in a favour of you, as you did nothing wrong ...

[Kovac_]

1)I'm a Verified Pinnacle Customer since 2009/2010
2): I made dozens and dozens, I could say hundreds withdrawal request since 2009. All the withdrawal request and deposit request have been made via Skrill.
3): I don't remember what ID I used when I registered back on 2009: if it was the ID, then the ID I registered is elapsed since 2011 and they have just noticed it right now; if it is the Passport is still valid and will elapse in few days: 09 of October 2016.
4): They state I can re-validate my account sending:
A) Passport -> I don't have a new Passport just yet.
B) National ID.
So I sent my National ID and they just said it's not right without telling me what is not right about it. So I replied to them as follows:
(Proof of ID has been instead accepted)

------------------
You asked me to submit one of the following proof of ID:
Passpord
National ID
Driver License.
1): I sent you my Italian National ID so it is among one of the proof of ID you accept. Am I right? Please answer: YES/NO -> Remember I can travel around Europe with this Proof of ID and it's my official identification paper in my nation.
2): Are the pictures of my ID not clear enough? I don't think so however who knows. Please answer: YES/NO
3): My Surname on the ID ("COGNOME" on the paper) is: "***". The surname exactly match the information stored on my account.
4): My name on the ID ("NOME" on the paper) is: "***": The name exactly match the information stored on my account.
4): My date of birth on the ID ("NATO IL" on the paper) is: "***". Please remember in Italy the date of birth format is: DD/MM/YYYY. The date of birth exactly match the information stored on my account.
5): My address on the ID is: "***". The address match the information stored in my account and the proof of address I sent and you just accepted
6): The ID has been issued on "**/**/2011" (Front Page) and it will elapse on "**/**/2021" (Back Page). Today is 26/09/2016: this means the ID is valid.

Given all the information provided,
could you please kindly explain me what could be wrong. I mean you said in your answer that there are some reasons why the ID has been declined but you fail to indicate which one it is: So let's try:
1) Document is missing. Document is not missing, I sent you this afternoon via your upload link.
2): Unreadable: I don't think so, the pictures are really clear to me but I wait for your confirmation about this point.
3): Expired: As I state it will elapse on year 2021, we are in 2016.
4): Do not match my Pinnacle Account Information: My Pinnacle account information are: Surname -> Matched; Name -> Matched; Date of Birth -> Matched; Address-> Matched.
5): It is not one of the the document you accept as proof of ID: The proof of ID I provided you is my official national ID and this is among the proof of ID that you accept.

So could you please, once again, explain exaclty what am I missing?
---------------------------

Is it now clearer?
Could you please contact them in my behaviour?
If so I will provide my customer ID in the way you prefer. -->Edit: I'm sending you my Customer ID via mail address you provided me.
If you have further question, doesn't hesitate to ask.

Thank you in advance for your truly appreciated help in these difficult moments.

[Kovac_]

It is unbeliveble.
Their customer service is very POOR. Unbeliveble!
In my previous reply I cut and paste the mail I wrote to them in response to this one:

"However, valid proof of your identity has been declined due to one or more of the following reasons: Documents requested were missing, unreadable, expired, do not match your registered Pinnacle account or are not documents which we accept as valid proof of identity. Please resubmit documents providing proof of identity including your full name and date of birth."

And now after the reply I just wrote and I just cut and paste in the previous reply they respond like this:

"Dear Client,

Thank you for your response.
Your documents has been forwarded to the Verification Department for review.
Inquiry on why your ID has been declined is also addressed/

We apologize for the inconvenience caused."
---
Are they crazy? I mean I ask to state what it's wrong after having indicated as all the information in ID are correct and they respond like that?
It is starting to become a nightmare. Please help!
I'm furious! Please downgrade them because your customer service is very very poor. And please help. While I'm talking to you I'm also dealing with all the trade positions I had and my today job has been severely affected by this issue...

[dealer wins]

For that amount of money I would get a passport tomorrow lol

[Kovac_]

I just send you an email help@sportsbookreview.com
Please help!
Unbeliveble, I'm a beta tester of your website, I signed a non-disclousure agreement and they confiscated my funds.
Their customer service is not more than shit. Sorry about that but it's inevitable...

[SBE]

It is unbeliveble.
Their customer service is very POOR. Unbeliveble!
In my previous reply I cut and paste the mail I wrote to them in response to this one:

"However, valid proof of your identity has been declined due to one or more of the following reasons: Documents requested were missing, unreadable, expired, do not match your registered Pinnacle account or are not documents which we accept as valid proof of identity. Please resubmit documents providing proof of identity including your full name and date of birth."

And now after the reply I just wrote and I just cut and paste in the previous reply they respond like this:

"Dear Client,

Thank you for your response.
Your documents has been forwarded to the Verification Department for review.
Inquiry on why your ID has been declined is also addressed/

We apologize for the inconvenience caused."
---
Are they crazy? I mean I ask to state what it's wrong after having indicated as all the information in ID are correct and they respond like that?
It is starting to become a nightmare. Please help!
I'm furious! Please downgrade them because your customer service is very very poor. And please help. While I'm talking to you I'm also dealing with all the trade positions I had and my today job has been severely affected by this issue...

I do not like to name people by their surnames(Kovac), I do not understand, why you have chosen this nickname, but OK, it is your choice.
I am 100 % sure, they will re-open your account and they pay the money out.

Made XXXX withdrawals from Pinnacle, my account is also very old, they were Planet Pinnacle, nobody knows here ...:-)

[SBE]

I just send you an email help@sportsbookreview.com
Please help!
Unbeliveble, I'm a beta tester of your website, I signed a non-disclousure agreement and they confiscated my funds.
Their customer service is not more than shit. Sorry about that but it's inevitable...

Sorry, I hate their Old website is working (better not working), but here I must admit, their customer service is OK.

I am with Pinnacle for over 15 years.

If you did nothing wrong (I believe you did not), they will pay you out , in 100 %. There is only some (I do not know exactly) misunderstanding.

[SBR Forum]

We've been advised that the player's ID has been verified and his account access restored. We understand the panic when docs are being looked at especially when having a sizable balance, though this is standard operating procedure.

[SBE]

We've been advised that the player's ID has been verified and his account access restored. We understand the panic when docs are being looked at especially when having a sizable balance, though this is standard operating procedure.

Noting to say more. I always was saying, they will pay him out.

I only wonder, if he did not write here yet (maybe he is still shocked..., I do understand).

[SBE]

We've been advised that the player's ID has been verified and his account access restored. We understand the panic when docs are being looked at especially when having a sizable balance, though this is standard operating procedure.

OK, SBR Forum thank you for your announcement.

But is there an official explaining, or should we rather not to ask further .. ?

Sorry for my English.

[Kovac_]

I can confirm my account has been restored.
My experience with their customer service was very poor because you don't seize an account out of the blue without notice only because you just found out the ID you have is expired. And furthermore you don't block the customer account for 6 hours and at first instance and without any reason you decline the proof of ID and then suddendly, after 6 hours, you say that the same ID I provided hours ago is now ok.
This is the funny story:
1): Yesterday I make a withdrawal request.
2): They ask me JUST for a proof of address and I send it.
3): I ask if I have to resubmit the withdrawal request and they say so.
4): My account is locked.
5): Now they request a proof of ID.
6): I send my national ID they say it's not ok but they fail to indicate why.
7): I try to understand why it's not ok and their answer is "we have already answered :O
8): I contact SBR Forum
9): Suddendly the ID that 6 hours ago was not ok, now it's OK.

At the end of the day, since I'm a daily 6 figures trader, I suffer a loss since I wasn't able to manage my positions in the way I would have done in normal conditions. This is not the way you treat a senior customer that use your Pinnacle Account since 2009. Customer Service was very poor and yet I didn't understand how an ID that 6 hours ago was not ok can become ok 6 hours later... But however I was a verified customer since 2009 and if you suddendly discover my previous ID recorded was expired you just don't close my account without notice; what you do is instead to contact the player and say: "Look, we just happened to notice the ID you gave us years ago is expired, please upload the new one. If you fail to do so in, let'say, 3 hours, we will be forced to close your account in the meantime."
Today has been a nightmare, thank SBR for your support and if I can make a donation please tell me how to do that.

Best Regards,
Maurizio.

[SBE]

I can confirm my account has been restored.
My experience with their customer service was very poor because you don't seize an account out of the blue without notice only because you just found out the ID you have is expired. And furthermore you don't block the customer account for 6 hours and at first instance and without any reason you decline the proof of ID and then suddendly, after 6 hours, you say that the same ID I provided hours ago is now ok.
This is the funny story:
1): Yesterday I make a withdrawal request.
2): They ask me JUST for a proof of address and I send it.
3): I ask if I have to resubmit the withdrawal request and they say so.
4): My account is locked.
5): Now they request a proof of ID.
6): I send my national ID they say it's not ok but they fail to indicate why.
7): I try to understand why it's not ok and their answer is "we have already answered :O
8): I contact SBR Forum
9): Suddendly the ID that 6 hours ago was not ok, now it's OK.

At the end of the day, since I'm a daily 6 figures trader, I suffer a loss since I wasn't able to manage my positions in the way I would have done in normal conditions. This is not the way you treat a senior customer that use your Pinnacle Account since 2009. Customer Service was very poor and yet I didn't understand how an ID that 6 hours ago was not ok can become ok 6 hours later... But however I was a verified customer since 2009 and if you suddendly discover my previous ID recorded was expired you just don't close my account without notice; what you do is instead to contact the player and say: "Look, we just happened to notice the ID you gave us years ago is expired, please upload the new one. If you fail to do so in, let'say, 3 hours, we will be forced to close your account in the meantime."
Today has been a nightmare, thank SBR for your support and if I can make a donation please tell me how to do that.

Best Regards,
Maurizio.

I am a customer since (probably) 2000 the year !!! And now what ???

Moved 3 times already, never had a problem here, besides their website, how it is working in past 1 year, or so ....

[Kovac_]

I don't agree with the title of my thread been changed.
My funds were at that moment to be considered confiscated because they failed to accept the only ID I could provide to them.
Then, after 6 HOURS, they changed their mind without any reason and they didn't apologize...
And however there was no reason to suspend my account in the first place since I was until that point a fully verified customer and a beta tester too.

[SBE]

I don't agree with the title of my thread been changed.
My funds were at that moment to be considered confiscated because they failed to accept the only ID I could provide to them.
Then, after 6 HOURS, they changed their mind without any reason and they didn't apologize...
And however there was no reason to suspend my account in the first place.

Sorry man, did you tell us everything ???


I wish you all the best ...

[SBR Forum]

I don't agree with the title of my thread been changed.
My funds were at that moment to be considered confiscated because they failed to accept the only ID I could provide to them.
Then, after 6 HOURS, they changed their mind without any reason and they didn't apologize...
And however there was no reason to suspend my account in the first place.

No, having funds confiscated would mean that your balance was zeroed out and you were not paid. Your account was temporarily suspended so current ID could be submitted and reviewed. Here's an article about why sportsbooks perform what they call Know Your Customer (KYC) in the first place.