[jim]

nothing worse than them pretending a long time customer is a scamming newbie ...

[jim]

had to make my withdrawal request via email as I was blocked from all activity once logged in ...

[Optional]

they never unlocked it ...

I still think the same way.

[jim]

c'est la vie ...

[jim]

chalk it up to an advertisement expense I'd suppose ...

[icemantbi]

Hey guys

I got an e-mail a couple weeks ago from Pinny saying that I needed to provide proof of ID (I had already given them that back when I signed up and was transferred to the Ontario site). I relized my driver licence expired. Anyways, I got a new one a few days ago and am trying to upload my new one but its not working at all (I push next on their ID verification and nothing happens)
I sent them an e-mail but wondering if anyone else had this happen.

[Optional]

Hey guys

I got an e-mail a couple weeks ago from Pinny saying that I needed to provide proof of ID (I had already given them that back when I signed up and was transferred to the Ontario site). I relized my driver licence expired. Anyways, I got a new one a few days ago and am trying to upload my new one but its not working at all (I push next on their ID verification and nothing happens)
I sent them an e-mail but wondering if anyone else had this happen.

I'd try clearing your cache and temp files and try again.

[icemantbi]

All resolved by e-mail I am good to go now

[Brandley]

posted in another thread in this forum, was a member of pinnacle since they went online, almost 25 years, was forced to switch to pinnacle ontario.

had hell of a time getting my documents accepted, finally they did. bet for just over a weekend, increased my bankroll by something like 30%, not going to look up exact figures. comes the morning, log in and account locked. ''sorry, we need to verify blah blah blah ...'' and I reply I've already been verified, why are you starting this again, and they totally played stupid, ''you need to send us blah blah blah ...''

was never able to get my account unlocked again, finally just gave up and got my money out and closed the account. not the only fish in the sea ...

Hi Jim,

How did you get your money out without getting unlocked?

I'm in the same situation, haven't been able to get verified after submitting tons of documents. I just want to get my money out.

[Brandley]

Hey guys

I got an e-mail a couple weeks ago from Pinny saying that I needed to provide proof of ID (I had already given them that back when I signed up and was transferred to the Ontario site). I relized my driver licence expired. Anyways, I got a new one a few days ago and am trying to upload my new one but its not working at all (I push next on their ID verification and nothing happens)
I sent them an e-mail but wondering if anyone else had this happen.

Is your Pinnacle account still working?

[Brandley]

I think that they must have accepted your KYC docs if they paid you out. As they should not do that if they haven't.

Hi bro,

Can you help me DM Jim and see if he can check out this post?

My account had been blocked for 6 months and asked over 50 pieces of documents and still asking for more. Wonder how he got his money out.

[Optional]

Hi bro,

Can you help me DM Jim and see if he can check out this post?

My account had been blocked for 6 months and asked over 50 pieces of documents and still asking for more. Wonder how he got his money out.

I think that they were KYCing him for responsible gambling and were more concerned with his ability to bet at the level he was, rather than having questions over identity or AML stuff. That's why they booted and paid him out instead of holding funds.

But yes I will ping him to check your post

[Brandley]

I think that they were KYCing him for responsible gambling and were more concerned with his ability to bet at the level he was, rather than having questions over identity or AML stuff. That's why they booted and paid him out instead of holding funds.

But yes I will ping him to check your post

Thank you so much! I'm new to the forum so I couldn't PM him yet.

They are taking kyc to a absurd level. They asked for my ID, passport, Notice of Assessments, 12 Paystubs, 21 bank statements from 3 different banks, 3 savings account statements, term deposit account statements, Cash app statements, and even my home ownership..... And still not enough.

To this point I think they are just trying to make you give up the money, otherwise there's no reason for this excessive document requests.

[T100]

Thank you so much! I'm new to the forum so I couldn't PM him yet.

They are taking kyc to a absurd level. They asked for my ID, passport, Notice of Assessments, 12 Paystubs, 21 bank statements from 3 different banks, 3 savings account statements, term deposit account statements, Cash app statements, and even my home ownership..... And still not enough.

To this point I think they are just trying to make you give up the money, otherwise there's no reason for this excessive document requests.

^^^ the exact reason I bounced in 2016. change of security in 2015, asked for my creds, gave them to the new security team,,, 6-8 months later they asked again, went back and forth by email with a different gal each time. finally said f/it and left.

[Brandley]

^^^ the exact reason I bounced in 2016. change of security in 2015, asked for my creds, gave them to the new security team,,, 6-8 months later they asked again, went back and forth by email with a different gal each time. finally said f/it and left.

How did you get pass it though, 50 pieces of documents and counting, absolute no reason for this bs

[Optional]

Thank you so much! I'm new to the forum so I couldn't PM him yet.

They are taking kyc to a absurd level. They asked for my ID, passport, Notice of Assessments, 12 Paystubs, 21 bank statements from 3 different banks, 3 savings account statements, term deposit account statements, Cash app statements, and even my home ownership..... And still not enough.

To this point I think they are just trying to make you give up the money, otherwise there's no reason for this excessive document requests.

Just a guess. But it sounds like they think you are using black cash.

Or maybe not even "think" it but can see a regulator would see your history as matching a black cash user and they are looking for anything they think will justify allowing them to keep servicing you without risk of a regulator accusing them of not following guidelines.

It can be a tricky tightrope that they work from.

[Brandley]

Just a guess. But it sounds like they think you are using black cash.

Or maybe not even "think" it but can see a regulator would see your history as matching a black cash user and they are looking for anything they think will justify allowing them to keep servicing you without risk of a regulator accusing them of not following guidelines.

It can be a tricky tightrope that they work from.

I have a very unique first and last name I don't think anyone has the same name. Also I'm with so many other sportsbooks and none of them gave me any problem, an ID and phone bill max.

It's just a very frustrating experience

[T100]

How did you get pass it though, 50 pieces of documents and counting, absolute no reason for this bs

I did`nt, bounced means leave. told em to shove the site and never looked back. too many other places to play(with a wider variety of options as well).

[Brandley]

I did`nt, bounced means leave. told em to shove the site and never looked back. too many other places to play(with a wider variety of options as well).

Could you cash out without getting verified?

[T100]

Could you cash out without getting verified?

nope, dont know of any gambling site that would do that. specially with the money laundering laws in canada.
At the time I had been with pinny from around 2008-2015, had already been verified previously. then they made changes around 2014-15 to their management and security and asked me to re-verify(which I did),, but months later they asked again. after going back n forth with CS via email about all this verification process I told them to shove it.
My advice,,, find another site like sia, bet365 or any of the sponsored sites on this forum(you will probly get better help/interaction from the mods around here as well). Cut yer losses and run!

[Brandley]

nope, dont know of any gambling site that would do that. specially with the money laundering laws in canada.
At the time I had been with pinny from around 2008-2015, had already been verified previously. then they made changes around 2014-15 to their management and security and asked me to re-verify(which I did),, but months later they asked again. after going back n forth with CS via email about all this verification process I told them to shove it.
My advice,,, find another site like sia, bet365 or any of the sponsored sites on this forum(you will probly get better help/interaction from the mods around here as well). Cut yer losses and run!

The thing is none of the gambling site perform this kind of excessive verification process too

[T100]

The thing is none of the gambling site perform this kind of excessive verification process too

I know,, thing is, they must have spotted something to set off this kind of reaction(whether real or imagined).

I just chose not to comply when there were simpler routes to my endgame.
Up to you when it boils down to it, just how much personal/private info you are willing to share online with someone you dont even know in order to place a wager.
Seems sus to me that they need all that info they have asked for. maybe try filing a complaint with outfits like osga or the likes.Problem with that route is they will find a way to not take your action.(unless you can file anonymous)

[jim]

Hi Jim,

How did you get your money out without getting unlocked?

I'm in the same situation, haven't been able to get verified after submitting tons of documents. I just want to get my money out.

I refused to re-send my documents again, as I had been verified then notified in an email that I had to send my documents again. I asked how do I know you won't keep doing this to me now that you have set a precedent of having to re-verify, with no explanation given.

One day I'm a verified bettor, the next I have to verify again, even though I had been with the pinnacle parent company since the beginning and forced to switch to Ontario.

Since I was locked out of my account for refusing to resend documents, I had to request my money via email and they eventually complied. I was never worried about them stealing my funds, just tired of the way they were treating me.

[Brandley]

I know,, thing is, they must have spotted something to set off this kind of reaction(whether real or imagined).

I just chose not to comply when there were simpler routes to my endgame.
Up to you when it boils down to it, just how much personal/private info you are willing to share online with someone you dont even know in order to place a wager.
Seems sus to me that they need all that info they have asked for. maybe try filing a complaint with outfits like osga or the likes.Problem with that route is they will find a way to not take your action.(unless you can file anonymous)

Not really, seems like they are just doing this to everybody.

And yes, I filed a complaint to the regulator and they replied "it's allowed" which is pretty ridiculous too

[Brandley]

I refused to re-send my documents again, as I had been verified then notified in an email that I had to send my documents again. I asked how do I know you won't keep doing this to me now that you have set a precedent of having to re-verify, with no explanation given.

One day I'm a verified bettor, the next I have to verify again, even though I had been with the pinnacle parent company since the beginning and forced to switch to Ontario.

Since I was locked out of my account for refusing to resend documents, I had to request my money via email and they eventually complied. I was never worried about them stealing my funds, just tired of the way they were treating me.

Can you post your email here? Would like to see how you are able to do this.

I have been trying to do this but it's hard to even get a real reply. Every time they just reply with the same email template without even reading my email..

Thanks in advance Jim, your info is very important to me

[Optional]

Can you post your email here? Would like to see how you are able to do this.

I have been trying to do this but it's hard to even get a real reply. Every time they just reply with the same email template without even reading my email..

Thanks in advance Jim, your info is very important to me

Please do not post emails on the forum. Jim is free to message you through me and I will pass it on though.

[Brandley]

Please do not post emails on the forum. Jim is free to message you through me and I will pass it on though.

I just need to know how he communicate with customer service, just the essence would be good.

[jim]

I got a lot of the template responses before someone did some real responding. Just keep at it tell them your situation and frustrations hopefully somebody picks up who can help.

On yeah I did ask a few times if it was a bot on the other end, and " are you a human?"

Bol man...

[Brandley]

I got a lot of the template responses before someone did some real responding. Just keep at it tell them your situation and frustrations hopefully somebody picks up who can help.

On yeah I did ask a few times if it was a bot on the other end, and " are you a human?"

Bol man...

What reason did you use to ask for a withdrawal? Can you tell me the whole process? It's been 5 months and it's extremely frustrating, I really need your help.

Thanks Jim!

[jim]

the only reason was because they unverified me after verifying me, locking access to my account until I complied. I wasn't going to go through the process again and told them I was finished with them.

that's it, nothing complicated ...

[Brandley]

the only reason was because they unverified me after verifying me, locking access to my account until I complied. I wasn't going to go through the process again and told them I was finished with them.

that's it, nothing complicated ...

I tried the same thing and here's what they replied, another templated email:

Thank you for contacting Pinnacle customer service.

Please be informed that before any withdrawal can be processed your account must be verified.

Upon checking, please note that your documents are pending verification.

To carefully review the provided documents, usually can take up to 72 hours, starting from the time the documents are received in our system.

All documents are handled in the order they are received.

Once all documents have been reviewed you will be informed accordingly.

We apologize for any inconvenience this may cause.

Please do not hesitate to contact us again if you require further assistance. We will be more than happy to help you.

Best regards,
Customer Service Department

[Optional]

Sounds like a good opening to mention 5 months > 72 hours?


If they are not convinced about who you are they will never release funds and the regulator will back them up 100% on that.

I'd try to avoid arguing with them about it, as the CS operator is just going to glaze over and send you the canned response every time.

I would try appealing to them to help you and also say/show that you want to help them get this done. Say stuff like "what else can I send you to help you get this approved" type lines.

If you still get canned replies, try asking in the first line "Can this message please be escalated to a manager".

As Jim suggested, getting someone talking is the key to getting this moving.

SBR cannot help much, or at all, with security issues involving unverified identity. All the books in just about every jurisdiction are bound by a license term that says if an account can't be verified, no one apart from the licensor, including the account holder, can be told anything about the issue or process.

[Brandley]

Sounds like a good opening to mention 5 months > 72 hours?


If they are not convinced about who you are they will never release funds and the regulator will back them up 100% on that.

I'd try to avoid arguing with them about it, as the CS operator is just going to glaze over and send you the canned response every time.

I would try appealing to them to help you and also say/show that you want to help them get this done. Say stuff like "what else can I send you to help you get this approved" type lines.

If you still get canned replies, try asking in the first line "Can this message please be escalated to a manager".

As Jim suggested, getting someone talking is the key to getting this moving.

SBR cannot help much, or at all, with security issues involving unverified identity. All the books in just about every jurisdiction are bound by a license term that says if an account can't be verified, no one apart from the licensor, including the account holder, can be told anything about the issue or process.

It didn't work, all they do is just reply with the same email template without even reading my email. Very frustrating.

[Brandley]

the only reason was because they unverified me after verifying me, locking access to my account until I complied. I wasn't going to go through the process again and told them I was finished with them.

that's it, nothing complicated ...

Jim, can you elaborate a little bit more about how you go through this? I'm still not able to withdraw my deposit, it's been over half a year now...