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.

[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.

Today, 18 days after my account was made inaccessible, I was contacted by Pinnacle. They are requesting from me a proof of funds/wealth and a couple of AstroPay statements (which was my original deposit method).

My account is now active, meaning I am able to log in and upload the requested documentation, but it is still restricted (I cannot bet nor withdraw) until I complete this verification process.

I will be uploading the requested documents as soon as AstroPay provides me with the extracts I need.

Regarding the withdrawal that was requested since June 24, it still has not been processed nor credited back to my Pinnacle balance. I hope it clears once the verification process is completed and approved.

I will keep you updated;

[Optional]

Today, 18 days after my account was made inaccessible, I was contacted by Pinnacle. They are requesting from me a proof of funds/wealth and a couple of AstroPay statements (which was my original deposit method).

My account is now active, meaning I am able to log in and upload the requested documentation, but it is still restricted (I cannot bet nor withdraw) until I complete this verification process.

I will be uploading the requested documents as soon as AstroPay provides me with the extracts I need.

Regarding the withdrawal that was requested since June 24, it still has not been processed nor credited back to my Pinnacle balance. I hope it clears once the verification process is completed and approved.

I will keep you updated;

Sounds like they have cleared you as being you and are now at the part where they confirm you can afford to bet the amounts that you are.

Painful and I personally really dislike that bookmakers are the ones required to do this sort of personal check, but it sounds like you are almost there.

[MercedesPPG]

Sounds like they have cleared you as being you and are now at the part where they confirm you can afford to bet the amounts that you are.

Painful and I personally really dislike that bookmakers are the ones required to do this sort of personal check, but it sounds like you are almost there.

Yesterday I sent the requested declaration along with the documents that prove my source of funds/wealth, meaning bank statements and savings account which support my original deposit. All the documents were uploaded on my account and they showed "Pending Status".

Regarding my Astropay account extract, I contacted an Astropay representative via chat and apparently they do not offer an account statement as such, which I notified Pinnacle about (along with a screenshot of the chat); however, they are able to give me all the details of any transaction(s) that I am interested in, which I also notified Pinnacle of (via email).

Until now I have not heard back from Pinnacle and my account is once again inaccessible.

Hoping to hear from them soon;

[MercedesPPG]

Sounds like they have cleared you as being you and are now at the part where they confirm you can afford to bet the amounts that you are.

Painful and I personally really dislike that bookmakers are the ones required to do this sort of personal check, but it sounds like you are almost there.

So today I got an email from Pinnacle stating that they were not able to conclude their review due to the fact that the documents I provided were "not up to date". Of course they were not up to date! The documents are from September 2023, which was the month when I funded my account and the objective as I understand of submitting the documentation is to prove my source of funds at the time I made my deposits. Of course I could have submitted my last bank statement, actually it was way easier for me, but it would prove nothing as to my availability of funds back in 2023 when I opened my account.

I replied to their email promptly and although they did not explicitly stated the approval of such documents apparently they underestood my point. In case they want up to date documents I can easily provide them as well.

However, Pinnacle is still requesting my Astropay account statement from almost 2 years ago. Fortunately I still have my Astropay account but there is no way to generate the 2023 extract from my end. I contacted Astropay Support again and they cannot generate an account statement as such either! I even sent Pinnacle a screenshot of my chat interaction with Astropay Support agent stating the impossibility of generating such statement.
It has been 3 days since I have been contacting Astropay trying to get the details of every transaction during the requested timeframe, but still they have not sent it to me.

Any advice will be greatly appreciated, thanks in advance.

[Optional]

If I understood correctly Astropay said they could give you specific transaction details? I think I would ask them to confirm any sent to Pinny and send that back to them. Even if it's not exactly what Pinny say they want.

But, I also would not get too worried about anything the CS person communicating with you says. It's very likely they are not involved in any investigation or decision and are just passing on info. Chances are that your answers will be accepted once the security dept looks at it again. So don't worry spending too much effort getting more info unless they end up asking for it.

[SportsBettor5]

However, Pinnacle is still requesting my Astropay account statement from almost 2 years ago. Fortunately I still have my Astropay account but there is no way to generate the 2023 extract from my end. I contacted Astropay Support again and they cannot generate an account statement as such either! I even sent Pinnacle a screenshot of my chat interaction with Astropay Support agent stating the impossibility of generating such statement.
It has been 3 days since I have been contacting Astropay trying to get the details of every transaction during the requested timeframe, but still they have not sent it to me.

This stuff is terrifying. I keep a rather large balance with Pinnacle due to their 3x RO requirement (their primary competitors BOL and Circa are 1x) and my relatively infrequent wagering. It's very disturbing to think they might come along years after deposit and start nitpicking over source of funds nonsense. Why didn't they ask for that material at time of deposit?