Responsible Gaming
At Pinnacle we are committed to offering a fun and fair gaming experience, but appreciate that in certain circumstance gambling may result in addiction. For that reason, we are dedicated to ensure that our customers are aware of the potential risks involved.
Pinnacle is certified by GamCare, the leading provider of support and counseling for the prevention and treatment of gambling problems. Their services are confidential and free of charge.
Self Assessment
Wonder if you are gambling too much?
It is important for our customers to be in full control of their gambling habits. If you think you might be at risk of developing a gambling addiction, please use this GamCare’s helpful self-assessment tool.
Need Help?
Should you require further help, there is a number of organisations that offer professional help free of charge:
Underage Gambling/Parental Control
Underage gambling is against the law and is an offence (punishable act). Pinnacle takes its responsibility in respect of underage gambling very serious 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 which 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 encourage 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:
Reality Checks
Reality Checks
You have the option to set a session time reminder (a.k.a.reality check) on your account to help you keep track of the time you spend gambling. During your gaming session, the time elapsed since login will be displayed at set time intervals.
When the reality check appears
You must acknowledge the reality check for it to be removed from the screen. The reality check allows you to continue gaming or exit the gambling session. It also allows you to view your account history.
The timer pop up will continue to appear at set intervals until your session ends or until you turn off the reality check.
How to set or change the reality check settings
You may select the frequency at which you want to see the session time reminders. If you are logging in from the same device and use same browser, the settings from your previous session will be applied. You can edit your settings here. Changes will take effect immediately; you do not need to log out and login again.
Please note that reality check for Live Casino is controlled separately as a distinct Gaming Session and must be set from within the Casino.
Self-Exclusion
Need a break from Gambling?
Should you need to take a break from gambling, we provide a self-exclusion facility which allows you to prevent yourself from accessing your account. If you've entered a self-exclusion agreement with us, your account will remain closed for a minimum period of 6 months and it will not be reactivated under any circumstances during that period. It is possible to set a self-exclusion on the Casino only or on both Casino and Sportsbook. 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 recognised 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 website
- unlike/un-follow any social media accounts that are linked to us or other gambling operators
How do I set/extend a temporary self-exclusion?
If you want to temporarily close your account you can enter an exclusion agreement with us online and select an exclusion period of 6 months, 1 year, 3 years or 5 years. Alternatively, you may contact our Customer Service Team to request a custom period or to extend your exclusion period by one or more periods of at least 6 months.
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 online and select "permanently" as the exclusion period. Alternatively, you may send a request to our Customer Service Team. Reactivation of your account is not possible and you will not be able to sign up for a new account either.
What happens with pending wagers and funds in my account?
We recommend you withdraw the funds in your account before you enter/request a self-exclusion agreement. Once you have entered a self-exclusion and you have pending wagers, these will not be cancelled. Any winnings will be added to your account balance during the exclusion period. Please contact our Customer Service Team to arrange for the funds in your account to be returned to you. All our standard withdrawal rules as outlined in our Payment Options pages apply.
What happens after my self-exclusion period ends?
Please be aware that after the exclusion period has passed, your account will not be automatically reopened. If you would like us to consider reactivating your account, you’ll need to contact our Customer Service Team by sending an email to csd@pinnacle.com. Full-access to your account may be granted only after a cooling-off period of 24 hours has elapsed. After the cooling-off period has ended, you will be prompted to confirm or cancel your request to reactivate your account.
Marketing Material
We will take all reasonable steps to prevent any marketing material being sent to you if you've entered a self-exclusion agreement with us. After you've reactivated your account, you will not automatically receive marketing material but need to notify our Customer Service Team if you wish to accept such material again.
Take a Break
Need a short break from gambling?
We provide a time-out facility which allows you to prevent yourself from accessing your account for a period of 24 hours to 6 weeks. It is possible to set a time-out on the Casino only or on both Casino and Sportsbook. We will take all reasonable steps to prevent any marketing material from being sent to you during this period.
How to set a time out?
You can enter a time-out agreement with us online and select a period of 1 day, 1 week, 3 weeks, 6 weeks. Alternatively, you may contact our Customer Service Team to request a custom period of up to 6 weeks.
How do I shorten my time-out period?
You may not shorten your time-out period.
How do I extend my time-out period?
If you wish to extend your account blocking to a maximum period of 6 weeks, you may send an extension request to our Customer Service Team .To restrict account access for more than 6 weeks, you can enter back-to-back time-outs or you can consider changing your time-out into a self-exclusion agreement of at least 6 months.
What happens with pending wagers and funds in my account?
We recommend you withdraw the funds in your account before you enter/request a time-out agreement. All our standard withdrawal rules as outlined in our Payment Options pages apply. Once you have entered a time-out and you have pending wagers, these will not be cancelled. Any winnings will be added to your account balance during the time-out period.
What happens after my time-out period ends?
After the time-out period has passed, your account will be automatically reactivated. Please note that you will not automatically receive marketing material again but need to notify our Customer Service Team if you wish to accept such material.
Setting Limits
We provide our customers with facilities that may assist them in sticking to their personal budgets for gambling with us. To this end, we offer customer-led deposit limits.
Deposit Limits
To restrict the amount you have available in your account to gamble with over a particular period, you can impose a deposit limit. With a deposit limit in place, you will not be allowed to deposit an amount which would cause that limit to be exceeded. Your amount left to deposit is shown on the deposit pages. For example, when you set the deposit limit at €100.00 per week and have already deposited €80.00 that week, the system will automatically block a €30.00 deposit as you are not allowed to deposit a total of €110.00. Please note that deposit limits are enforced on all types of payment methods except for bank transfers/bank wires.
How do I set/change a Deposit Limit?
As part of the registration process, you are given the opportunity to set a deposit limit. You can set or change your limit at any time online by selecting an amount as well as a recurring period of daily, weekly or monthly (every 30 days). Alternatively, you may contact our Customer Service Team to request a custom period (either recurring or non-recurring) or a custom amount that is not available on our online limit form. Non-recurring periods must be at least 24 hours and no more than 1 year.
Please note that when you request an amount increase or a shorter period, this request is subject to a cooling-off period of 24 hours. After the cooling-off has elapsed you must confirm your request online in order for the new limit to replace the current limit. All other limit change requests take effect immediately if made online and within 24 hours if made via our Customer Service Team.
How do I turn off my deposit limit?
If you do not wish to have a deposit limit, you may submit a request to have it turned off online by selecting the "turn off limit" option or you may contact our Customer Service Team in order for the current limit to be revoked.