Pinnacle: most-reported complaints
- Complaints in recent reviews
- 75% of 102 recent reviews analysed
- Most-reported issue
- Account/app problems 62% of complaints
- Company replies
- 0% of negative reviews, typically within a day
- TrustScore
- 1.6 from 269 total reviews
- Review window analysed
- 2022-01-30 to 2026-11-11 102 reviews
- Sector
- Other sectors
Automated analysis of 102 public Trustpilot reviews published 2022-01-30 to 2026-11-11. TrustScore 1.6 from 269 total reviews — see the Trustpilot page. Quick answer: is Pinnacle legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report account and app problems, which accounted for 62% of the 76 complaints identified in 102 reviews. Support issues were the next most common complaint, cited in 29% of cases, followed by reports of overcharging at 18% and refused refunds at 13%. While the trend for account issues remained flat, complaints regarding unhelpful support, overcharging, and refund refusals were noted as rising.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
Trustpilot has posted a consumer alert on this company’s profile. See the Trustpilot page for the current notice.
What are the most common complaints about Pinnacle?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Account/app problems | 62% | 47 | steady | |
| Support unhelpful | 29% | 22 | rising since 2025-05 | |
| Overcharging | 18% | 14 | rising since 2025-05 | |
| Refund refused | 13% | 10 | rising since 2025-05 | |
| Support unreachable | 9% | 7 | falling | |
| Other | 7% | 5 | falling |
Account/app problems
47 reports · 62% of complaints“All this lasted for 2 months. I lost my patience and gave up.”
The company replied on 2025-03-06: “Hi Mickey, We're extremely sorry about your disappointing experience. Unfortunately, document verification is a process driven by the licensing and regulatory authority and we are required to abide…”
Our classifier read this reply as a deflection.
6 readers marked this review helpful on Trustpilot.
“they blocked my account and refused to refund my funds.”
The company replied on 2025-03-06: “Hi Daniella, at Pinnacle, accounts that violate either our terms and conditions, AML regulations or ATL regulations get limited or blocked. All regulations, as well as terms & conditions are clearly…”
Our classifier read this reply as a deflection.
5 readers marked this review helpful on Trustpilot.
“They make it extremely difficult to verify your account, so you can deposit an infinite amount but can withdraw anything until your account is verified.”
5 readers marked this review helpful on Trustpilot.
Support unhelpful
22 reports · 29% of complaints“All this lasted for 2 months. I lost my patience and gave up.”
The company replied on 2025-03-06: “Hi Mickey, We're extremely sorry about your disappointing experience. Unfortunately, document verification is a process driven by the licensing and regulatory authority and we are required to abide…”
Our classifier read this reply as a deflection.
6 readers marked this review helpful on Trustpilot.
“They make it extremely difficult to verify your account, so you can deposit an infinite amount but can withdraw anything until your account is verified.”
5 readers marked this review helpful on Trustpilot.
“they closed my account!!!! Absolutely zero customer service”
4 readers marked this review helpful on Trustpilot.
Overcharging
14 reports · 18% of complaints“they charge you too much, I try to withdraw my free month calendar Withdrawal and they charge me like 37usd in BTC”
6 readers marked this review helpful on Trustpilot.
“block your account and ask for proof of address withholding your money”
The company replied on 2025-05-13: “Hi Happyboy, We appreciate your feedback. Please allow us to clarify the process to help you understand how you can improve your experience. You are welcome to create an account and play on…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“voided my fully settled winning bet”
2 readers marked this review helpful on Trustpilot.
Refund refused
10 reports · 13% of complaints“they blocked my account and refused to refund my funds.”
The company replied on 2025-03-06: “Hi Daniella, at Pinnacle, accounts that violate either our terms and conditions, AML regulations or ATL regulations get limited or blocked. All regulations, as well as terms & conditions are clearly…”
Our classifier read this reply as a deflection.
5 readers marked this review helpful on Trustpilot.
“no withdrawals are allowed”
1 reader marked this review helpful on Trustpilot.
“they demand address verification, repeatedly reject the proof of address, and then freeze your account.”
1 reader marked this review helpful on Trustpilot.
Support unreachable
7 reports · 9% of complaints“they locked me out of my account after joining Ontario”
3 readers marked this review helpful on Trustpilot.
“they canceled all my tickets, and sent me to the vérification proccess that rejected every document i send”
2 readers marked this review helpful on Trustpilot.
“Verification is a pain, i still haven't got my account verify”
2 readers marked this review helpful on Trustpilot.
Other
5 reports · 7% of complaints“As soon as you reach a profit, your bets will be canceled and a refund will be made.”
The company replied on 2025-03-06: “Hi Alexander, Thank you for bringing your concerns to our attention. We're disappointed to hear about your unsatisfactory experience and take your feedback very seriously. We will review the details…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
4 readers marked this review helpful on Trustpilot.
“Bad odds and terrible withdrawal requirements and rollover requirements.”
2 readers marked this review helpful on Trustpilot.
“Will cancel your bet if the odds fall. If you make a smart bet and the odds fall, they will just refund your bet making it impossible to make money on the site.”
2 readers marked this review helpful on Trustpilot.
How to reach Pinnacle
These are the contact details Pinnacle publishes on its Trustpilot profile, as of our last check on 2026-11-12 — it publishes no phone number there, email [email protected].
The company claimed its Trustpilot profile on 2020-04-21. We last checked this profile on 2026-11-12 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
1.6 → 1.6 across 3 census measurements since 2026-10-04. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal:
Show all 3 dated readings
2026-10-04 (0%, 0.0d) · 2026-10-22 (0%, 0.0d) · 2026-11-12 (0%, 0.0d).
Severity: 49% of this company’s 76 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.9 days between the experience and publishing their negative review (64 reviews record both dates).
Sector benchmark: account/app problems makes up 62% of this company’s complaints vs a 16% median across 140 ranked companies in its sector.
Review velocity: 21 of this company’s 269 Trustpilot reviews (8%) were written in the last 12 months.
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See all companies by issue: Account/app problems · Support unhelpful · Overcharging · Refund refused · Support unreachable · Sector table: Other sectors in the UK
Compare Pinnacle with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-11-12.