Responsible Gaming
General
At Pinnacle we are committed to offering a fun and fair gaming experience, and appreciate that in certain circumstances gambling may result in addiction. For that reason, we are dedicated to ensuring that our customers are aware of the potential risks involved.
Self-Assessment
Wondering if you are gambling too much?
It is important for our customers to be in full control of their gambling patterns. If you think you might be at risk of developing a gambling addiction, please take Pinnacle's self-assessment test.
You may also use GamCare’s helpful self-assessment tool.
Need Help?
Should you require further help, there are a number of organizations that offer professional help free of charge:
Underage Gambling/Parental Control
Underage gambling is against the law and is an offense (a punishable act). Pinnacle takes its responsibility in respect of underage gambling very seriously and therefore reserves the right to ask for proof of age from any customer and to suspend their accounts until the necessary documents are provided. Anyone under the age of 18 or the legal age in its jurisdiction who is found to be using the site will have any winnings forfeited and will also be reported to the appropriate authorities.
Pinnacle feels that prevention of underage gambling works best as a shared responsibility with the minor’s parents/guardians and therefore encourages the use of internet filters to reduce the chance of underage gambling at home.
To block minors from accessing gambling sites at home, you can consider using Internet filters:
Further Information
Please make sure you keep your login details safe and secure at all times to avoid having your account used by another individual.
Risk Limit
If you would like to restrict the amount you may spend on gambling over a particular period, you can impose a risk limit. With a risk limit in place, you will not be allowed to place a bet for an amount that would cause that limit to be exceeded. The risk over a period is calculated as the amount bet during that period. For example, when you set the risk limit at €100.00 per week and have already bet €80.00, the maximum amount you are still allowed to bet is €20.00. This remains the same regardless of the balance in your account. See below example:
| Weekly risk limit of €100.00 | Account balance | Max bet allowed | |
|---|---|---|---|
| €200.00 | €100.00 | ||
| Bet | €80.00 | €120.00 | €20.00 |
Please note that risk limits are enforced on all types of bets and betting verticals, including but not limited to Straight bets, Multiples, Specials, Teasers and Casino.
How do I set/change a risk limit?
You can set or change your risk limit at any time by going to the Responsible Gaming tab of the My Account section when logged in to your account. Please note that when you request an amount increase or a shorter recurring period, this request is subject to a cooling-off period of 24 hours. If you change your mind during the cooling-off period, you may contact us to cancel your request. Otherwise, the new risk limit will replace the current risk limit once the cooling-off period has elapsed. All other risk limit change requests take effect immediately when you change it yourself, or within 24 hours of your request being received by Customer Service. To cancel your request, contact Customer Service at customerservice@pinnacle.bet.
How do I turn off my risk limit?
If you no longer wish to have a risk limit, you may remove it by going to the Responsible Gaming tab of the My Account section when logged in to your account or submitting a request to have it turned off by contacting Customer Service. Please note that your request is subject to a cooling-off period of 24 hours. If you change your mind during the cooling-off period, you may contact us to cancel your request. Otherwise, the current risk limit will be revoked once the cooling-off period has elapsed.
Loss Limit
Another way to restrict the amount you may spend on gambling over a particular period is to impose a limit on your net loss. With a loss limit in place, you may not place a bet for an amount that could possibly cause that limit to be exceeded. The net loss over a period is calculated as the amount bet (out) - amount returned (in) during that period. For example, when you set the loss limit at €100.00 per week and have already bet €80.00, the maximum amount you are still allowed to bet is €20.00. However, if you have €50.00 returned to your account due to won bets, your net loss for that week stands at €30.00 (€80.00 out - €50.00 in). Therefore, the maximum amount you are still allowed to bet is €70.00 (€100.00 - €30.00), regardless of your account balance. See below example:
| Weekly loss limit of €100.00 | Net loss | Account balance | Max bet allowed | |
|---|---|---|---|---|
| €0.00 | €200.00 | €100.00 | ||
| Bet (out) | €80.00 | €80.00 | €120.00 | €20.00 |
| Funds returned (in) | €50.00 | €30.00 | €170.00 | €70.00 |
Please note that loss limits are enforced on all types of bets and betting verticals, including but not limited to Straight bets, Multiples, Specials, Teasers and Casino.
How do I set/change a loss limit?
You can set or change your loss limit at any time by going to the Responsible Gaming tab of the My Account section when logged in to your account. Please note that when you request an amount increase or a shorter recurring period, this request is subject to a cooling-off period of 24 hours. If you change your mind during the cooling-off, you may contact us to cancel your request. Otherwise, the new loss limit will replace the current loss limit once the cooling-off has elapsed. All other loss limit change requests take effect immediately when you change it yourself, or within 24 hours of your request being received by Customer Service. To cancel your request, contact Customer Service at customerservice@pinnacle.bet.
How do I turn off my loss limit?
If you no longer wish to have a loss limit, you may remove it by going to the Responsible Gaming tab of the My Account section when logged in to your account or submit a request to have it turned off by contacting Customer Service. Please note that your request is subject to a cooling-off period of 24 hours. If you change your mind during the cooling-off period, you may contact us to cancel your request. Otherwise, the current loss limit will be revoked once the cooling-off period has elapsed.
Self-Exclusion
Need a break from gambling?
Should you need to take a break from gambling to prevent or control a possible gambling addiction, you can use our self-exclusion facility. If you've entered a self-exclusion agreement with us, your account will remain closed for the specified period and it will not be reactivated under any circumstances during that period. You may exclude yourself temporarily or permanently.
In addition to your self-exclusion agreement with us, we recommend that you also:
- seek support and advice from a recognized problem gambling support agency
- request self-exclusion with other gambling operators with whom you have an account;
- install software that blocks access to internet gambling websites;
- unlike/unfollow any social media accounts that are linked to us or other gambling operators.
How do I set a temporary self-exclusion?
If you want to temporarily close your account you can enter an exclusion agreement with us in the responsible gaming section in your account profile by selecting an exclusion period of 6 months, 1 year, 3 years or 5 years.
How do I shorten my temporary self-exclusion period?
You may NOT shorten your exclusion period.
How do I set a permanent self-exclusion?
If you want to permanently close your account you can enter an exclusion agreement with us in the responsible gaming section in your account profile by selecting "permanent" as the exclusion period. Reactivation of your account is not possible and you will not be allowed to sign up for a new account.
What happens after my self-exclusion period ends?
After the exclusion period has passed, we will notify you by email. Your account will be reopened once we have received your positive confirmation to do so.
What happens with pending bets and funds in my account?
We recommend you withdraw the funds in your account before you enter/request a self-exclusion agreement. If you have entered a temporary self-exclusion and you have pending bets, these will not be canceled. Any winnings will be added to your account balance during the exclusion period and will become available after the temporary self-exclusion period is confirmed by you to be over and your account is reopened. Please contact Customer Service to arrange for the funds in your account to be returned to you. All our standard withdrawal rules apply.
Marketing material
We will take all reasonable steps to prevent any marketing material from being sent to you if you've entered a self-exclusion agreement with us. After you've reactivated your account, you may opt in to receive marketing material again.
Betblocker
If you are looking to take a break from gambling online, you can also sign up with Betblocker which is a free app you can use across your devices to help you, or those you care about, ensure that they can manage their access to gambling in a safe and appropriate manner. Whether that means restricting altogether or limiting during periods of vulnerability.
Deactivation
Should you wish to take a break from gambling even though you are not at risk of developing a gambling problem, then you can deactivate your account. Your account will remain closed for the specified period. You may deactivate your account temporarily or permanently.
If you do run the risk of developing a gambling problem, we advise you to close your account through self-exclusion instead.
How do I temporarily deactivate my account?
If you want to temporarily close your account you can deactivate it in the responsible gaming section in your account profile by selecting a deactivation period of 6 months, 1 year, 3 years or 5 years, and sharing with us the reason for deactivation.
What happens after my deactivation period ends?
After the deactivation period has passed, your account will be reopened automatically and we will notify you by email. Should you wish to reopen your account before that time, you can request your account be reactivated by contacting Customer Service. Your account will become accessible within 24 hours of your request being received by Customer Service.
What happens with pending bets and funds in my account?
We recommend you withdraw the funds in your account before you deactivate it. If you have deactivated temporarily and you have pending bets, these will not be canceled. Any winnings will be added to your account balance during the deactivation period. Please contact Customer Service to arrange for the funds in your account to be returned to you. All our standard withdrawal rules apply.
How do I permanently deactivate my account?
In order to permanently close your account, you must not have any pending bets nor any funds left in your account. Once your account has been settled, you can close it permanently, by deactivating it in the responsible gaming section in your account profile and selecting "permanent" as the deactivation period.
Casino Reality Check
You have the option to set a Casino time reminder (a.k.a. reality check) on your account to help you keep track of the time you spend playing Casino games. When the reality check appears, the active Casino game is suspended. You must acknowledge the timer pop-up for it to be removed from the screen. It allows you to view your Casino wins and losses so that you can decide whether to continue playing or to exit. The timer pop-up will continue to appear at set intervals until you exit the casino.
How do I set, change or turn off the reality check settings?
You can set, turn off, or change the frequency at which you want to see the Casino time reminders at any time by contacting Customer Services. The frequency can be set in 10-minute intervals or multiples thereof, with a maximum of 1 hour.