PINNACLE ACCOUNT "UNDER REVIEW": No explanations, no answers!

[MercedesPPG]

Greetings from Mexico:

I have no intent on damaging Pinnacle reputation as an A++, reliable and honest sporstbook, so it is truly against my will that this whole situation has gotten to a point where I have decided to start this complaint with SBR.

I have had my account with Pinnacle since 2023 with no problems whatsoever, being able to deposit and withdraw funds uneventfully on several occasions. I am talking about 6 figure transactions here.

Two weeks ago, on Tuesday June 24th, I requested a withdrawal (which I have proof of) and the process apparently went as smooth as it had always gone. The funds were deducted from my balance; however, on Wednesday morning my account had been restricted, meaning I was not able to place bets nor withdraw money from it until I had verified my ID. It is worth mentioning that my account had already been verified since the very beginning both with my ID and proof of address; nonetheless, I complied with the new type of verification they were asking for. This time they did not want a picture of my ID but they requested a live biometric selfie which I completed promptly and of which I also have proof stating that my profile had been verified successfully. I even received an email from Pinnacle thanking me for submitting the requested selfie and within hours my account was back to normal. I did not use my account for the rest of the day nor on Thursday.

On Friday morning, June 27th, my account was inaccessible, meaning that I was not even able to log in to my account. After contacting Pinnacle I was asked for patience due to the fact that my account was "under review" without specifying any apparent reason and I was reassured as well that any updates were to be notified to me immediately.

I waited patiently until last Tuesday to send them a very polite email asking for any updates on the case. Noting that after 24 hours my email was not answered I resent it on Wednesday (five days ago) which until today has not been answered either.

As of this writing, the withdrawal that was requested since June 24th has not been processed, my account is still inaccessible and no answer has been received from their side.

I totally understand that Pinnacle has the right to review my account any time they want; however, taking more than 10 days to do so and making my account inaccessible during the process, with no updates at all is unreasonable and worrisome to say the least.

I have been indeed a winning player -which they openly welcome- whose 99% of bets are prematch (hours in advance) betting on nothing but major leagues -NBA, NFL, NHL, MLB-, very rarely placing live bets (loosing more than what I have won) and never ever having played casino with them. Given these circumstances I cannot wrap my head around Pinnacle taking so long to review my activity.

Convinced that there has been no wrongdoing from my side at all, I rely on your help and expertise to guide me through this unfortunate process.

Thanks in advance;

[Optional]

You probably do not need to worry too much.

6 working days is not really an unusually long time for them. Remembering that they actually do proper KYC unlike most offshore books, and this can take a bit of time.

One example that can make it take longer is if they are concerned about your account being connected to another one they might need to gather ID from other people. Only takes one of those to ignore them and it will stay on hold for at least a couple of weeks.

They are supposed to have any investigation completed within 28 days max.

From much previous experience there is not much to be done to hurry them up. You can't help speed this up by chatting with CS people about this, but you can create extra suspicion.

I would suggest just trying to be patient until you get an official decision from the security dept and deal with it then if you need to.

You sound like you know you have done nothing wrong. If so, there is 99% chance Pinny will agree with that once done.

[jim]

I totally understand that Pinnacle has the right to review my account any time they want; however, taking more than 10 days to do so and making my account inaccessible during the process, with no updates at all is unreasonable and worrisome to say the least.

no excuse for not responding.

I was with them for over 20 years, like you got the ''please resubmit your documents'' request after being cleared; I finally got fed up with their stalls and moved on.

regrettably I was not a winning gambler, mainly due to money management issues ...

[SportsBettor5]

Keep us updated. I am also a Pinnacle client and resident of Mexico. I travel between the US and Mexico often. I imagine Pinnacle has quite a few clients that fit this description and let's see if they try to play any dirty tricks.

[MercedesPPG]

You probably do not need to worry too much.

6 working days is not really an unusually long time for them. Remembering that they actually do proper KYC unlike most offshore books, and this can take a bit of time.

One example that can make it take longer is if they are concerned about your account being connected to another one they might need to gather ID from other people. Only takes one of those to ignore them and it will stay on hold for at least a couple of weeks.

They are supposed to have any investigation completed within 28 days max.

From much previous experience there is not much to be done to hurry them up. You can't help speed this up by chatting with CS people about this, but you can create extra suspicion.

I would suggest just trying to be patient until you get an official decision from the security dept and deal with it then if you need to.

You sound like you know you have done nothing wrong. If so, there is 99% chance Pinny will agree with that once done.

Thank you so much for your response. Now I know what is the maximum time an investigation should take. Per your advice I will continue to wait patiently until I hear back from them.

Thanks again;

[MercedesPPG]

Keep us updated. I am also a Pinnacle client and resident of Mexico. I travel between the US and Mexico often. I imagine Pinnacle has quite a few clients that fit this description and let's see if they try to play any dirty tricks.

I willl for sure; until now I still have not heard back from them. As I stated, my intention is not to damage their reputation at all but rather to ask for your guidance. I hope it does not take too long before the "review" is completed.