bambae
Newbie member
- Joined
- May 12, 2019
- Location
- A Mediterranean Island
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)
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:
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
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
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