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Hello, good afternoon, I am encountering a problem that doesn't let me fully verify my account. They have only verified my personal identification, and to finish the verification I need to send the other one of my location, card, etc.

I would appreciate it if you could help me with this issue. Thank you

Hola buenas tardes, tengo en problema que no me deja terminar de verificar mi cuenta por completo, solamente me verificaron la identificación personal, y para terminar de hacer la verificación necesito mandar la otra de mí ubicación, tarjeta, etc

Me gustaría si me podrían ayudar por facer se los agradecería

Hello celesterengifo86,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pinnacale Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello, yes, I have been trying to solve it for a week, it doesn't even appear to send my location and card documentation, and yesterday I contacted them but they couldn't understand me

Hola si, tengo una semana tratando de solucionar, ni siquiera me aparece para enviar mi documentación de ubicación y de tarjeta, y antes ayer los contacte pero no lograron entederme

They only verified my identification card

Solamente me verificaron mi carnet de identificación

Hello celesterengifo86,

As the verification take up to 14 days, the casino may request to re-send any document if there is something incorrect on them. Please be sure to provide them all the requested documents and let us know if it would take longer than 2 weeks.

Regards,

Nick

Dear celesterengifo86,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.