Pinnacle going over 3 days to verify my documents

[satana]

Isn't this a ridiculous amount of time to have a look at three jpg files? As it stands I'm not allowed to any withdrawal at all, not even with Skrill, this despite the fact that further verification was requested following deposit with a new card.
I've already emailed them countless times, I wouldn't normally be so concerned but I usually have money split between bookmakers, this time I had put everything on Pinny and now I need it for daily expenses. Can I file a complain via SBR already?

[Ruifgalmeida]

3days!!! They must have suspicious of you or something, they normally are very quick

[lonnie55]

3 days? Must be a scam

[satana]

3days!!! They must have suspicious of you or something, they normally are very quick

This is all I had from them in three days and was their reply a few hours ago:

Dear Client,
We sincerely apologize for the delay.
There is reported delay in reviewing documents as of now as per relevant department.
Please bear with us and inform us in the event that you don't get notified in 4 hours.
Should you still have any concern,please contact us.

Meanwhile I've attempted a withdrawal and I noticed something peculiar in their istructions on the card verification process:

email:
Front of your Credit/Debit Card (please cover the middle digits only showing the first 6 and last 4).

website verification section:
Please cover the card number (except the first 6 digits and last 4 digits) and CVC code.


The latter I interpreted 'cover the numbers except first 6 and last 4 digits', that is show us only the middle digits....
they can't even get english right?

3 days? Must be a scam

I get it you are trying to be funny but that is not what you would expect from a A+ bookmaker.

[Ruifgalmeida]

3 days? Must be a scam

this is what you get for messing with Curacao bookies

Don't worry, 3days is bad, but it is still fair time frame. Pinnacle will not go way with your money.

[Alfa1234]

Did you think about the fact that 2 of those days were in a weekend and the relevant departmant could simply be off those days?

[satana]

Did you think about the fact that 2 of those days were in a weekend and the relevant departmant could simply be off those days?

It doesn't say anywhere 'three days bar weekend' on their site, besides why not hint at this possibility in the half dozen emails I've already exchanged with them.

[lonnie55]

...

[Optional]

It doesn't say anywhere 'three days bar weekend' on their site, besides why not hint at this possibility in the half dozen emails I've already exchanged with them.

Hopefully it is just a processing delay like they said.

I'd give it a bit longer myself but you are welcome to submit a sportsbook complaint form any time you want.

[satana]

Took'em 4 days and 20 email, I got verified again now.

@Optional
Thanks mate.

Of course they are also breaking my balls on wire withdrawal as they are saying my bank is german and I'm registered in Italy. I don't get what's the problem with that, direct banks are very popular and plenty of people use them. The funny thing is the debit card I used to make deposits and that they verified is issued by this very german bank direct bank and they obviously approved of it.
At least I got the money deposited on Skrill back via Skrill.
edit: just noticed Skrill can easily wire me the money to my bank account for only €5,50 no need to bother with Pinny with that then.

[danoke]

pinnacle 3 times a year addres verifying

I have been using pinnacle for many years, more than 13 years for sureWhat is happening last years is unbelievable.In the last year, I verified my the address at least 2 times.The address is still the same.Pinnacle veriffication department verified address at least 2 times as you can see below.And today I will get upand I have to verify the address againThe best is when i want upload document with address it wrote this))Thank you for submitting your documents. Your documents are now under review, which can take up to 72 hours. Keep checking this page to see your latest verification status.
it mean i can not upload, because there is no oportunity to upload.
It wrote that document is uploaded, but it is automatical.
I did not upload any document today.
My pinnacle account in last years probably the same time working as NO working.It is terrible approach from pinnacle.Not only address verification 3 times a year.Some months ago they wanted source of income,before that source of wealth.
And still it is resolving a lot of weeks.
My account is more time NOT functional like functional..And if i upload something i am waiting for reply 3 or more days..I can show e-mails where, for example, the intern writes to me that he was on vacation, and so on.
Reply after more than 2 weeks atc...- - - -emails from pinnacle confirming the verification of my address 10. 3. 2023 16:42Dear Client,Thank you for submitting your valid ID and/or proof of address. You will be notified if further documentation is required.We appreciate your cooperation, and thank you for being a valued customer.Kind regards,Customer Service Department št 19. 5. 2022 1:42Dear Client,Thank you for submitting your valid ID and/or proof of address. You will be notified if further documentation is required.We appreciate your cooperation, and thank you for being a valued customer.Kind regards,Customer Service Department

[Da Manster!]

Well to be fair, it's not just Pinnacle but just about every other offshore account that makes people/customers go through verification and validation process! Over here in Cyprus they have very strict rules and regulations. I too needed to basically jump through hoops to get verified. Yes, it's a major pain in the ass, but once it's done and you provide photo ID and proof of address, there shouldn't be anymore worries! (at least I hope not). I'm guessing with ID theft, scams and various other fraud that are very rampant in today's social media and internet age, that is why books take very stringent measures to make sure that you are who you say you are.

[danoke]

Well to be fair, it's not just Pinnacle but just about every other offshore account that makes people/customers go through verification and validation process! Over here in Cyprus they have very strict rules and regulations. I too needed to basically jump through hoops to get verified. Yes, it's a major pain in the ass, but once it's done and you provide photo ID and proof of address, there shouldn't be anymore worries! (at least I hope not). I'm guessing with ID theft, scams and various other fraud that are very rampant in today's social media and internet age, that is why books take very stringent measures to make sure that you are who you say you are.

Thank you for your reply Da Manster!

I am using pinnacle more then 13 years.

In last year pinnacle verified my address 2 times.
see confirmations mails from pinnacle

10. 3. 2023 16:42
Dear Client,
Thank you for submitting your valid ID and/or proof of address.
You will be notified if further documentation is required.
We appreciate your cooperation, and thank you for being a valued customer.
Kind regards,
Customer Service Department

The same email 19. 5. 2022 1:42
it mean they confirmed in 2022 and in 2023 my address

Today they want confirm my address again.

Is it clear now?

My address not changed.
My actual address was confirmed by pinnacle probably 4 or more times in last cca 3 years.

[jim]

was with pinnacle since 1998, they get legalized in Ontario and have to resubmit documents to verify. the same documents took ages until finally verified.

all normal for a weekend, then I get locked out, asked to resubmit. no explanation why. finally got fed up, withdrew cash and took my business elsewhere.

[danoke]

Dear Daniel,
Thank you for contacting Pinnacle Customer Service.

Please be informed that your case has already been sent to the relevant department. However, we have not yet received any updates.

Regrettably, we cannot provide any timeframe and cannot intervene in the internal procedure of the relevant department.

We appreciate your understanding.

Rest assured that as soon as we have an update, you will be notified at once.

In the meantime, we appreciate your patience.

Best regards,
Customer Service Department
www.pinnacle.com

---


For me this sentence is UNBELIEVABLE
Regrettably, we cannot provide any timeframe


They hold my money without any reason and they send me there is ANY timeframe)A man can not plan what will be betting thourgh pinnacle.You can not plan to pay or buy something with money you have in your pinnacle account.
Pinnacle can block the account and money at any time without giving a reason.
And with ANY timeframe...)
Really a very serious company...

And something similiarly happen me with pinnacle few month ago.
And i can confirm they have ANY timeframe.

Minimal 3 times they answered me after more than 2 weeks.
And pinnacle operator (worker) wrote me that sorry for delay, but he was on vacation


And in last 2-3 years so many times they blocked my money and account it is absolutely incredible..

I want the other to know how pinnacle doing/behave



because it is written on the forums that they are reliable so many time
But from my own my experience, who can be more unreliable i do not know.

[Alfie White]

Wow, omg, I'm closing the account right away, thanks for heads up.

[Da Manster!]

Thank you for your reply Da Manster!

I am using pinnacle more then 13 years.

In last year pinnacle verified my address 2 times.
see confirmations mails from pinnacle

10. 3. 2023 16:42
Dear Client,
Thank you for submitting your valid ID and/or proof of address.
You will be notified if further documentation is required.
We appreciate your cooperation, and thank you for being a valued customer.
Kind regards,
Customer Service Department

The same email 19. 5. 2022 1:42
it mean they confirmed in 2022 and in 2023 my address

Today they want confirm my address again.

Is it clear now?

My address not changed.
My actual address was confirmed by pinnacle probably 4 or more times in last cca 3 years.

OK, I see your point. My best guess would be did you do different deposit methods?! or did you use a different debit or credit card? sometimes when you switch up deposit methods and/or use different cards, books will make you re-verify and re-validate! It happened to me when I was living in the states and was using bookmaker and Heritage. Yes, it can be very frustrating but hopefully now with legalized gambling, books will be a little more laxed and a wee bit more efficient in those practices especially with customers who have been playing with them for years.

[infotimbo]

no idea where OP lives (or which license Pinnacle uses in his location), but some countries require regular re-verification. Over here, it needs to happen every year, for example.

[Optional]

no idea where OP lives (or which license Pinnacle uses in his location), but some countries require regular re-verification. Over here, it needs to happen every year, for example.

This sounds a bit too often to be just regular checks like that I think.

Something about his account info or payment method or maybe even betting patterns is setting off an automated flag in their system I would guess.

Maybe we can ask a manager to try and look closer at this for him and find a way to stop it repeating.

[danoke]

This sounds a bit too often to be just regular checks like that I think.

Something about his account info or payment method or maybe even betting patterns is setting off an automated flag in their system I would guess.

Maybe we can ask a manager to try and look closer at this for him and find a way to stop it repeating.

Hello Optional,

Thank you very much for your post.

I am using skrill for payment.

Last months only for small amounts (under 1000 eur one deposit/withdraw)

In last months i have been betting small amounts in pinnacle. (from my points of view, they are behaving very inappropriately )

I am from Slovakia, and i use more times opera with built in VPN to log to pinnacle.com
I can not log to official site from Slovakia without VPN.(it is blocked)

In mail communication i ask at least 2 times if this is reason for so often address verification.

I ask normal if can i use VPN, if it is problem.

pinnacle(employee of customer center) did not answer this question

I ask at least 10 times where is problem, why my account is almost the same time blocked like works normally.)
Any ,,real,, asnwer i have to the present.


Thank you very much if you help Optional.

[Optional]

Hello Optional,

Thank you very much for your post.

I am using skrill for payment.

Last months only for small amounts (under 1000 eur one deposit/withdraw)

In last months i have been betting small amounts in pinnacle. (from my points of view, they are behaving very inappropriately )

I am from Slovakia, and i use more times opera with built in VPN to log to pinnacle.com
I can not log to official site from Slovakia without VPN.(it is blocked)

In mail communication i ask at least 2 times if this is reason for so often address verification.

I ask normal if can i use VPN, if it is problem.

pinnacle(employee of customer center) did not answer this question

I ask at least 10 times where is problem, why my account is almost the same time blocked like works normally.)
Any ,,real,, asnwer i have to the present.


Thank you very much if you help Optional.

Ah, thank you for explaining all of that.

From previous experience the VPN is exactly what the "problem" is.

Obviously they are allowing you to use it as you can see from experience. But their CS staff are told to not discuss VPNs or confirm for customers that it is allowed or not. We can only guess why they have this policy but I think you should be able to guess too.

There really is not much you can do about this. If you want to play there from a blocked jurisdiction this is just what you have to put up with as it is automated and not human reviewed. There is no use complaining to CS people about it each time either. As they do not know the history and genuine "fake accounts" are also caught up in these just like you are.

Probably the best news I could give you is that if you are just a genuine bettor and not doing anything strange or against terms, they will not use this to penalize you from my experience. Even if they decide you are too much trouble or complain about it too hard, they still pay you out what is owed when closing accounts.

[danoke]

Hi Optional,

Thank you for your reply.

There is possibility some their behavior was due using vpn.
For example that often address confirmation. There is probability/possibility.


From now i am using only alternative link for using pinnacle.

(i did not use in past regularly alternative link, because i can not choose asian view there + so much i need to click to confirm the bet )

But what i have to do?
I did do nothing bad, and my account is blocked and can not be used.

They do not want to upload address. Pinnacle want nothing from me..
But account and money are blocked...

Without real reason and without timeframe.
I think that/s not how bookmaker should behave to customer...



Thank you if you can advice or help somehow

[Optional]

Hi Optional,

Thank you for your reply.

There is possibility some their behavior was due using vpn.
For example that often address confirmation. There is probability/possibility.


From now i am using only alternative link for using pinnacle.

(i did not use in past regularly alternative link, because i can not choose asian view there + so much i need to click to confirm the bet )

But what i have to do?
I did do nothing bad, and my account is blocked and can not be used.

They do not want to upload address. Pinnacle want nothing from me..
But account and money are blocked...

Without real reason and without timeframe.
I think that/s not how bookmaker should behave to customer...



Thank you if you can advice or help somehow

How long have you been waiting now?

Please PM message me your account ID and I will reach out to them for you.

[danoke]

How long have you been waiting now?

Please PM message me your account ID and I will reach out to them for you.

Hello,

Account is working.

Thank you very much for help.

[WillyJ420]

Nice glad they figured that out for you

[Optional]

Hello,

Account is working.

Thank you very much for help.

Great news.

Fingers crossed that this is the last time it happens.

[Blackballer]

how much did you have on your pinnacle account?