Pinnacle - NEVER AGAIN

[bambae]

Heya Meisters,
I want to share my horrific experience about the verification process on Pinnacle.com.

I will summarize the journey below...

September 10th
I signed up with Pinnacle as I saw they offered good esports betting.
Verified the email and made my deposit of 200€.
I put a bet on a match and won which triggered my account to be locked.

An email appeared in my inbox stating that the Security Department have noticed that the address in my account is wrong - and a verification must be done by sending an ID and a UB.

So I went to the live-chat and asked the agent if a Bank Statement would be efficient as I've recently moved to a new apartment. This wouldn't be a problem they said - so I did.
* Pinnacle offers a verification process of 72 hours (!)

September 15th (Yes, they really stick to the 72 hours)

• ID Approved
• UB Declined

I went to the live chat once again to ask why the Proof of Address wasn't approved.
Another agent told me that a BS is not efficient and an alternate UB must be provided.
So I uploaded my letting agreement once I got my hands on it, and the verification process was once again pending..

September 29th
Letting agreement uploaded and sent for approval..

October 2nd
* Verified! Woho!
Went to the withdrawal page and requested a withdrawal.
The request was instantly declined, followed by an email saying to upload and verify my Mastercard as well.
So I went to the live chat again just to tell the ignorant agent(s) that they could've let me know about that the other few times I was in touch with them.
His answer was: "Oh, I thought you knew as it's stated in our Terms & Conditons"
Great support! Unbelievably awful.

October 5th
I sent the card for approval...

October 8th
Another 72 hours passed as usual and still not verified...
I went to the live chat and asked them why I wasn't verified yet and pretty much a "Sorry for the inconvenience, we'll handle it shortly."
I've already been waiting for almost a month, so why not wait a little longer - in the meantime however; I thought it was a smart idea to ask about the withdrawal in general.
So I asked the live agent how you do the Revolut withdrawals as you DO NOT PAYOUT TO MASTERCARD.
If I'll be using a Bank Wire transfer, I'll need some guidance because Pinnacle require quite alot information - as seen below:



On for example Betsson, I had to withdraw using my GBP account on Revolut - as they require a sort code. So I asked Pinnacle if I have to do the same procedure here, or if I can use the regular Euro account. She said I can use the Euro account.
Thank you and see you soon!

Only 25 minutes passed...

My account was verified successfully and I could perfom a withdrawal!
No, I could not. The withdrawal was declined follow by an email which can be seen below:



Once again, I went to the live-chat asking what the **** is going on..
I got this agent called JiWoong that's been ignorant to me in the support since day one.
So I asked for the agent Joyce as she was giving me great assistance, even due to the inconvenient situation. He refused to transfer me.
His answer to my question was:

​

"Please be advised that Banking regulations require all wires contain the address as registered with your bank. If the address registered at your bank is different to the address listed in your Pinnacle account, please use the Additional Information section to add the reason for this difference. Also, you will need to submit a copy of the bank statement showing your name on the receiving account."​

​

I told him I've already sent my Bank Statement - it was in fact the first document I sent. So I asked him to put this in the Bank Statement approval as it's probably in the declined session for a POA.
He ignored that fact and it's probably not there at the moment.
So I basically just asked what to put in the additional field - and he kept telling me "Hold on please, we will check with our relevant department."
After a solid 15-20 minutes he said:

"We apologize for the inconvenience.
As of this time, we are still waiting for the reply from our relevant department.
As soon as we have any information with regards to this matter we will contact you by email."

And the chat session ended.

Chat logs have been saved if this dispute must be escalated further.

This is where I'm at right now - still waiting for the email to reach my inbox.

Best regards,
bambae

 

[L&L-Jan]

Dont use revolut for gambling, it is against their terms and gambling companies have a bad acceptance rate on withdrawals.

Now just provide your bank statement, withdrawal to bank and problem sorted.

Cant be difficult?

 

[sufferinsilence]

I've had zero issues so far at Pinnacle and have been betting with them for a little over 2 years making a couple of bank wire withdrawals after depositing with a Mastercard. Make sure you add the address of your banks headquarters to the request, NOT the address of your local branch where you are a client because that will get declined.

 

[bambae]

Dont use revolut for gambling, it is against their terms and gambling companies have a bad acceptance rate on withdrawals.

Thank you for letting me know about the bad acceptance rates, wasn't aware of that.

Now just provide your bank statement, withdrawal to bank and problem sorted.

Cant be difficult?

Yes, this seems to be difficult as I've already sent this. I've been cooperative since the beginning as I know the KYC procedure in and out.

.... Make sure you add the address of your banks headquarters to the request, NOT the address of your local branch where you are a client because that will get declined.

Revolut Headquarters
7 Westferry Circus, Canary Wharf, London E14 4HD, United Kingdom

As taken from the thread, here's why they could not execute the withdrawal:

 

[L&L-Jan]

But that is your Revolut account, just give them the bank statement of your regular bank account.

 

[sufferinsilence]

As far as I know people who live in the UK can't sign up to Pinnacle so it's impossible your banks headquarters is in the UK. Let's say you're a client of Deutsche Bank and live in Belgium, there's a local headquarters and that's the address you have to use.

 

[sufferinsilence]

But that is your Revolut account, just give them the bank statement of your regular bank account.

From a quick Google search I'm going to guess Revolut isn't a regular bank. That's most likely the issue then like you point out.

 

[L&L-Jan]

As far as I know people who live in the UK can't sign up to Pinnacle so it's impossible your banks headquarters is in the UK. Let's say you're a client of Deutsche Bank and live in Belgium, there's a local headquarters and that's the address you have to use.

from a payment server point of view, the withdrawal is still going to the UK, all revolut accounts are pointing to the UK.


Just provide your regular bank account statement, request withdrawal and sorted.

If you dont have one, dont gamble.

 

[bambae]

from a payment server point of view, the withdrawal is still going to the UK, all revolut accounts are pointing to the UK.

Just provide your regular bank account statement, request withdrawal and sorted.

If you dont have one, dont gamble.

Revolut is the only bank I'm using, and the only bank account I've got.
I've been using this to cash out on Betsson, LeoVegas and Casumo without any issues.

What would you suggest?

 

[L&L-Jan]

Find a normal bank, not any internet banking solution.

 

[bambae]

Find a normal bank, not any internet banking solution.

Finding a normal bank just to get my winnings out from Pinnacle seems a bit unfair.
Thank you for the suggestion though, Jan.

 

[L&L-Jan]

I dont know the amount, the withdrawal will fail...

Up to you

 

[bambae]

I dont know the amount, the withdrawal will fail...

Up to you

Less than 400€, lol.

 

[sufferinsilence]

They also offer withdrawals in Bitcoin, to Neteller and ecoPayz. Isn't it possible for you to use one of these if a regular bank wire isn't?

 

[bambae]

They also offer withdrawals in Bitcoin, to Neteller and ecoPayz. Isn't it possible for you to use one of these if a regular bank wire isn't?

Might consider opening a Neteller account if they can't process the transfer to Revolut.
I just find it a bit inconvenient how they don't hold on to this information - I can definitely not be the only Revolut user on Pinnacle.

 

[L&L-Jan]

I dont think that approach will work, but turns out, we know eachother as I just got told.
So there was no need to raise a topic and issue here, you could have just reached out to me and ask how to solve it?

 

[Borgie]

I dont think that approach will work, but turns out, we know eachother as I just got told.
So there was no need to raise a topic and issue here, you could have just reached out to me and ask how to solve it?

Ooh intriguing.

 

[xpdeus]

Absolute awful bookie. Use bitcoin for withdrawals and cashout BTC on localbitcoins or other exchange

 

[jaytechnos]

I use Revolut for day-to-day business and for gambling I use my MasterCard in Sweden. I don't have a physical card, but you can transfer funds to it and use it online.

You can also use e-wallets (However at some casinos they will be blocked from welcome bonus). Revolut is will become more popular and soon it will be more acceptable, but gambling with Revolut now is something I wouldn't do.

I do wish you the best, and if you have questions you could always ask Jan, you know both of us since before <3

 

[4048]

Dont use revolut for gambling, it is against their terms and gambling companies have a bad acceptance rate on withdrawals.

Now just provide your bank statement, withdrawal to bank and problem sorted.

Cant be difficult?

I thought the gambling term was for Revolut in the UK only?

I've been using revolut for gambling for quite a while and never had any issues. Even on your sites

My virtual card is VISA so withdrawals are quick and easy, and using visa deposit method has always been painless.

 

[bambae]

Just a small update..

October 9th
Still no email.
Went to the live chat in the evening and finally they told me that my account was now ready for a withdrawal to Revolut using Bank Transfer.
* Withdrawal requested

After a while it gets declined once again as the deposit haven't been wagered at least three times. (!)
"Any deposit made to an account which is not rolled over (risked) three times will incur, at company discretion, a 3% processing fee and any applicable withdrawal fee. Please note that we reserve the right at our discretion to charge fees or a fee in the event of irregular transaction behavior. We also reserve the right to reject withdrawals if the rollover requirement was not completed. You are responsible for your own bank charges that you may incur due to depositing funds with us. Exceptions to this rule are outlined in our "Payment Options" pages."

I've now accepted the 3% fee and can expect the money to be in my bank account within 10 business days.

 

[sufferinsilence]

I've always had the money in my bank account within 2 business days.

Anyway, happy it seems it got resolved in the end.