A terrible experience with Pinnacle ....

**Limited** · 08-03-21, 03:02 PM

It might be terrible, I would suggest you a little patience. You could be approved and having direct Pinnacle account now days can be important. They are not some kind of shady bookmaker if your data are OK you should be OK.

**Max Garibaldi** · 08-03-21, 03:14 PM

Originally posted by Limited

It might be terrible, I would suggest you a little patience. You could be approved and having direct Pinnacle account now days can be important. They are not some kind of shady bookmaker if your data are OK you should be OK.

My only hope is that SBR will take an interest in my case so that I can finally get rid of this nightmare!
The documentation that was requested I have provided exhaustively but they have rejected, these are sick in the brain!
As is possible, I provide images of ID card and they remove it from documentation proving the identity?
I provide bank statement and they remove from documentation proving address??
I've been betting with them for 15 years, I didn't open an account yesterday!

**Sea Turtle** · 08-03-21, 03:25 PM

You sound as Italian as the kids from Jersey Shore

**vivablu** · 08-03-21, 03:28 PM

Pinnacle used to be my go to book but now I mostly play at betcris. If you are able to bet in pinnacle from your country, you can bet at betcris too. Pinnacle is still decent but too much hassle with their bureaucracy and the odds aren't the best in the market like it used to be. I often find same or better odds at betcris for higher limit.

**Max Garibaldi** · 08-03-21, 03:33 PM

Originally posted by Sea Turtle

You sound as Italian as the kids from Jersey Shore

Quanto ti rode il culo di Marcell Jacobs nei 100 a Tokyo?

**jjgold** · 08-03-21, 04:12 PM

Originally posted by Sea Turtle

You sound as Italian as the kids from Jersey Shore

**asiagambler** · 08-03-21, 06:06 PM

Are you using Pinnacle proper or agent/broker ?

You can't gamble on .com sites in Italy as far as I know

**Optional** · 08-04-21, 01:04 AM

Sorry Max, but Pinnacle are allowed (and required now) to perform KYC checks that include SoF and SoW proof.

I also find these checks too intrusive to be done by a bookmaker, but license issuers world wide do not agree with us and privacy laws do not cover them to make them stop.

You are going to have to convince Pinnacle that you are bona fide or you will never see any money on the account again.

Fighting with them is only risking your own money. Tell them you want to help them believe you. If you continually argue about their right to ask, they WILL eventually just tell you you failed verification and then ignore you forever. And SBR cannot help if the happens.

**Optional** · 08-04-21, 01:05 AM

Originally posted by Max Garibaldi

The documentation that was requested I have provided exhaustively but they have rejected, these are sick in the brain!

Do they tell you why?

Too low resolution?

Blurry?

Edges cut off?

Image creation date too long ago?

**Max Garibaldi** · 08-04-21, 02:12 AM

Originally posted by asiagambler

Are you using Pinnacle proper or agent/broker ?

You can't gamble on .com sites in Italy as far as I know

I opened an account 15 years ago directly ..... In Italy for several years it is not allowed to bet from ".com" domains. My account has been substantially inactive lately, I requested to withdraw but Pinnacle declined the request because according to them the last payment is not "rolling". Serious companies, for example Sbobet, when decided not to accept more Italian customers re-founded the account balances without many fuss.

**Max Garibaldi** · 08-04-21, 02:29 AM

Originally posted by Optional

Do they tell you why?

Too low resolution?

Blurry?

Edges cut off?

Image creation date too long ago?

Absolutely none of this!I uploaded my ID card and the statement of my bank account as proof of identity and address and they replied to submit new documentation removing from the list of the ones I had submitted.
For exemple, now for proof of identity they no longer fit an identity card, they ask me a driving license or passport....I find totally unacceptable change the rules!
They removed the bank statement as a document that can prove the address .... and this pisses me off even more! Now that they know the balance, movements, account number .... UNACCEPTABLE!

**Max Garibaldi** · 08-04-21, 02:44 AM

Originally posted by Optional

Sorry Max, but Pinnacle are allowed (and required now) to perform KYC checks that include SoF and SoW proof.

I also find these checks too intrusive to be done by a bookmaker, but license issuers world wide do not agree with us and privacy laws do not cover them to make them stop.

You are going to have to convince Pinnacle that you are bona fide or you will never see any money on the account again.

Fighting with them is only risking your own money. Tell them you want to help them believe you. If you continually argue about their right to ask, they WILL eventually just tell you you failed verification and then ignore you forever. And SBR cannot help if the happens.

I have provided everything I was asked for! it is not acceptable that without explanations they remove those documents I have provided from the list of proofs! It is obviously an attempt they are making to keep my money .... Why are they doing this? Because it is clear my intention to close this damn account!

**Max Garibaldi** · 08-04-21, 02:51 AM

https://ibb.co/v4x83JV

Who knows why but in the form where to upload documents it seemed all had already been verified ....

**Optional** · 08-04-21, 04:02 AM

Originally posted by Max Garibaldi

I have provided everything I was asked for! it is not acceptable that without explanations they remove those documents I have provided from the list of proofs! It is obviously an attempt they are making to keep my money .... Why are they doing this? Because it is clear my intention to close this damn account!

I don't know why, but Pinnacle are trustworthy enough to think they do have a good reason. They don't have a history of using KYC to mess with people.

This could be just normal KYC and your Italian documents are making it a bit more complicated for example. They probably do not deal with many Italian residents these days.

It might not be as bad as you fear.

**Brooklyn Dick** · 08-04-21, 04:26 AM

Ever since Pinnacle was sold many years ago they have only went one way. DOWN

**Max Garibaldi** · 08-04-21, 06:18 AM

Originally posted by Optional

I don't know why, but Pinnacle are trustworthy enough to think they do have a good reason. They don't have a history of using KYC to mess with people.

This could be just normal KYC and your Italian documents are making it a bit more complicated for example. They probably do not deal with many Italian residents these days.

It might not be as bad as you fear.

I started uploading documents a week ago ....
First they accept the proof of identity, then they refuse it. Then they ask me for the bank statement, after provide then it is no longer a document in the list among those necessary to prove address. Initially they don't ask for selfies, now they ask me but they don't like that ... Now if I log into the verification section I get the message "The system is reviewing your documents. This process usually takes 1 to 3 minutes.Your documents are still under review. Your account status will automatically change once the review is complete. In case of difficulty, contact customer support. "

I'm not understanding anything anymore !!!!

**xKMACKx** · 08-04-21, 06:45 AM

Do you have a document issued by the government? I have that listed as an option on my account to prove my address. I've never seen it before so must be new.

Make sure the documents are saved as a PDF if you haven't already (No cell phone image). Sportsbooks have software that automatically confirms documents and I know some won't work correctly if it isn't clear.

Please upload one of the following documents, ensuring it is valid and no older than 3 months.

Bank statement
Utility bill
House phone bill
Government Documentation

**Max Garibaldi** · 08-04-21, 02:17 PM

in fact, the proof of the address through the ID card is a news of the last hour .... I found it when I went to the section for uploads.
I went there after receiving yet another email from my penfriend Alice (maybe something more, something is being born....) announcing that the address proof was missing.
In truth I saw that at the moment just selfie is verified ( so will certainly not be tomorrow...), they ask me to forward the license or passport for identify verification.....
I answered my friend Alice if it is not necessary to find someone for arbitration .... because I really broke my dick! (in Italian: "mi sono rotto il cazzo!")

**Sea Turtle** · 08-04-21, 02:40 PM

One clear sign of a scammer is all the exclamation marks and capital words.

**Max Garibaldi** · 08-04-21, 03:10 PM

Originally posted by Sea Turtle

One clear sign of a scammer is all the exclamation marks and capital words.

Many thanks for your valuable and enlightening comments....

**Max Garibaldi** · 08-04-21, 03:40 PM

Originally posted by xKMACKx

Do you have a document issued by the government? I have that listed as an option on my account to prove my address. I've never seen it before so must be new.

Make sure the documents are saved as a PDF if you haven't already (No cell phone image). Sportsbooks have software that automatically confirms documents and I know some won't work correctly if it isn't clear.

Please upload one of the following documents, ensuring it is valid and no older than 3 months.

Bank statement
Utility bill
House phone bill
Government Documentation

A few minutes ago I tried to upload my driving license .... the message that has expired appears after a few seconds .... All I have to do is wish all Pinnacle that they can enjoy the money I deposited on my account through the purchase of medicines

**Max Garibaldi** · 08-05-21, 03:23 AM

I forgot to specify in the previous post that I tried to also forward the documentation through PDF .... nothing changes!
A few seconds and the amazing software discards everything ...
I think the only chance I have to review my money is arbitration ..... this is absolutely insane!

A few days ago I posted a link where I showed that the documentation I provided was all approved ....

Cattura hosted at ImgBB

https://ibb.co/v4x83JV

Image Cattura hosted in ImgBB

This morning the situation is that they only approved selfie ....

aaa hosted at ImgBB

https://ibb.co/JdTZXYP

Image aaa hosted in ImgBB

do you think this company is serious?

**Alfie White** · 08-05-21, 08:42 AM

You need to drop the attitude if you want anyone to help you.

Pinnacle is not circus company so you acting the way you do is only making everyone think you did something wrong.

Firstly, we don't know what you did, what was your betting pattern or if you changed anything in regards to your account. Under Pinnacle's T&C, there is clearly a statement saying that Italian residents are not able to use their services. So it might be due to that fact.

**Max Garibaldi** · 08-05-21, 10:21 AM

Originally posted by Alfie White

Under Pinnacle's T&C, there is clearly a statement saying that Italian residents are not able to use their services. So it might be due to that fact.

What you write above is absolutely true, but it goes against when you said "Pinnacle is not circus company" ... A serious company would have liquidated all the Italian customers when they decided not to allow the game anymore.
Unfortunately it was not ... they probably did not allow new registrations but the old customers, I have been for 15 years, have not been liquidated and bet still now.
We have many foreign companies that have decided or to buy licenses to allow legal gambling in Italy or to liquidate definitely bettors. Unfortunately Pinnacle does not fall into any of these 2 cases.

**Sea Turtle** · 08-05-21, 01:17 PM

Max please tell us 15 years one more time. Not sure you made that clear yet.

**Max Garibaldi** · 08-05-21, 04:27 PM

Below you can get an idea how the identity verification service of the best betting company in the world works

ridicoli hosted at ImgBB

https://ibb.co/37DGMks

Image ridicoli hosted in ImgBB

**Optional** · 08-05-21, 09:02 PM

Originally posted by Max Garibaldi

Below you can get an idea how the identity verification service of the best betting company in the world works

https://ibb.co/37DGMks

It works just fine with bona fide documents usually.

**newton0038** · 08-05-21, 09:41 PM

if they are not authentic documents, scanners will pick up on that fact. You cant even attempt to scan/copy any of the new polymer bills. Hidden info in them. Most scanner printers, the software rejects the attempt

**jim** · 08-05-21, 09:52 PM

had to go through the same thing when i changed emails, seemed a bit harsh at times but eventually it went ok and identity was never an issue again, making withdrawals without incident. depositing of course never an issue lol.

best of luck, i had to provide exactly what was requested.

oh yeah, i'm a client for over 20 years.

**Max Garibaldi** · 08-06-21, 02:45 AM

Originally posted by Optional

It works just fine with bona fide documents usually.

I am so afraid that my documents are not original that I have been asking for days to indicate a third party for an arbitration .... let's see if it takes 10 days verify documentation! I forwarded in order: 1)identity card, 2)driving license, 3)credit card statement, 4)bank statement 1, 5) bank statement 2, 6)selfie with identity card, 7) selfie with driving license.

I sent them a screenshot showing the message "Unfortunately, we couldn't verify your identity" and you know what they replied to me? They are analyzing the documentation provided!

These are driving me crazy!

**Max Garibaldi** · 08-06-21, 02:52 AM

Could someone tell me if there is a game authority which Pinnacle must comply?

I mean something similar to IBAS for UK ( https://www.ibas-uk.com/ ) or MGA for Malta ( https://www.mga.org.mt/ )

I don't know if they can do something but since with those incompetents of Pinnacle the situation does not unlock I prepare to play this chance too ...

**Optional** · 08-06-21, 02:57 AM

Is your bank statement a scan of a letter? Or an online bank statement?

Some verification services and books won't take online bank account statements.

And CS people often wont be able to tell you a reason, as they have not been told exactly what failed, just that the document failed.

Pinnacle won't agree to any third party arbitration service to review a KYC fail, or during the process.

And if you keep at them arguing about the process, you will surely be locked out and ignored eventually.

Complain after you have got your money if you still feel that way. No use now in the middle of it. As advised by others above it will not help and may hurt you.

**Optional** · 08-06-21, 03:01 AM

Originally posted by Max Garibaldi

Could someone tell me if there is a game authority which Pinnacle must comply?

Sure, scroll down to the very bottom of their main page and click this shield I have highlighted in yellow

Good luck insisting on you arguing about complying route

Don't come back asking for any further advice or help from SBR if you are just going to ignore the advice already given please.

**Alfie White** · 08-06-21, 03:36 AM

Karen Garibaldi wants to speak with the manager.