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On 07/22/21 I made a deposit with a credit card, which has not been credited to my account until today, they said that the bank rejected it, but in contact with the credit card issuing bank, the bank gave me the ID of transaction; 1017039198120360 and the Authorization Number: 420480 referring to the card transaction, then from the bank it was paid and authorized. Initially pinnacle gave 7 working days for the refund, but it's been almost a month and they informed me by email that there is no refund deadline. if paid, why haven't they credited my account so far? Blame it on the payment processor I have nothing to do with it, my card bill has expired, and I have not been refunded or credited to my pinnacle account. I want my pinnacle money, solve the problem with your payment processor as I have nothing to do with it.

No dia 22/07/21 fiz um depósito com cartão de crédito, que não foi creditado na minha conta até hoje, eles disseram que o banco rejeitou, mas em contato com o banco emissor do cartão de crédito, o banco me passou o Id de transação; 1017039198120360 e o Número de autorização: 420480 referente a transação com cartão, então da parte do banco foi pago e autorizado. Inicialmente a pinnacle deu 7 dias úteis para o reembolso, mas já tem quase um mês e eles me informaram por email que não tem nem prazo para reembolso. se foi pago, porque eles não creditaram na minha conta até agora? Colocam a culpa no processador de pagamento eu não tenho nada a ver com isso, minha fatura do cartão já venceu, e não fui reembolsado e nem creditaram na minha conta pinnacle. Quero meu dinheiro pinnacle, resolva o problema com o processador de pagamento de vocês, pois eu não tenho nada a ver com isso.

Dear JEFFERSON,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account.

Could you please forward your payment receipt along with any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

The correct date of the event is 06/22/21 and not 07/22/21 as described. In contact with the bank, he informed that he cannot do anything, as the payment was made and authorized, so they gave me the transaction ID; 1017039198120360 and the Authorization Number: 420480 which proves that the purchase was made and that as the payment was accepted, the bank cannot refund, but who has to refund and the establishment, in this case Pinnacle. If the bank authorized it, it has to have gone somewhere, because the bank charge I have already received, but so far none of the money on pinnacle, if their payment provider is problematic then change it, so that this type of situation does not occur. I want to emphasize again that the bank made it very clear that payment was authorized and that the responsibility is the establishment.

A data correta do ocorrido e 22/06/21 e não 22/07/21 como descrito. Em contato com o banco o mesmo informou que não pode fazer nada, pois o pagamento foi realizado e autorizado, então eles me passaram o Id de transação; 1017039198120360 e o Número de autorização: 420480 que comprova que foi feita a compra e que como o pagamento foi aceito o banco não pode estornar, e sim quem tem que estornar e o estabelecimento, no caso a pinnacle. Se o banco autorizou tem que ter ido pra algum lugar, pois a cobrança do banco eu já recebi, mas até agora nada do dinheiro na pinnacle, se o provedor de pagamento deles e problemático então que troquem, pra não ocorrer esse tipo de situação. Quero ressaltar novamente que o banco deixou bem claro que foi autorizado o pagamento e que a responsabilidade e do estabelecimento.

Thank you very much, Jefferson, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello JEFFERSON,

I looked at your complaint and will do my best to help you. I would like to invite Pinnacle Casino into this conversation. Casino, can you please specify what is the problem with the player’s deposit?

I would like to inform you that today pinnacle refunded the full amount and now everything is fine.

Thank you casinoguru and pinnacle.

Gostaria de informar que hoje a pinnacle reembolsou o valor completo e agora está tudo certo.

Obrigado casinoguru e pinnacle.

Dear JEFFERSON,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru