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
Wonder if you are gambling too much?
It is important for our customers to be in full control of their gambling pattern. If you think you might be at risk of developing a gambling addiction, please take Pinnacle's self-assessment
You may also use GamCare’s helpful self-assessment tool.
Need Help?
Should you require further help, there are 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 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 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 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.
Deposit Limit
In order to restrict the amount you have available in your account to gamble with over a particular period, you are required to set 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. The outstanding amount you have remaining to deposit is shown on the deposit pages. For example, when you set the deposit limit at €1000 per week and have already deposited €800 that week, the system will automatically block a €300 deposit. Please note that deposit limits are enforced on all types of payment methods.
How do I set/change a deposit limit?
You can set or change your deposit limit at any time in the Responsible Gaming section of your account profile by selecting an amount as well as a recurring period of daily, weekly or monthly (every 30 days). 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 cancel your request in the Responsible Gaming section of your account profile. Otherwise, the new deposit limit will replace the current deposit limit once the cooling-off period has elapsed. All other deposit limit change requests take effect immediately.
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 €1000 per week and have already bet €800, the maximum amount you are still allowed to bet is €200. This remains the same regardless of the balance in your account. See below example:
| weekly risk limit of €1000 | account balance | max bet allowed | |
|---|---|---|---|
| €2000 | €1000 | ||
| bet | €800 | €1200 | €200 |
Please note that risk limits are enforced on all types of bets and casino games, including but not limited to Straight bets, Multiples, Specials and Teasers.
How do I set/change a risk limit?
You can set or change your risk limit at any time by contacting Customer Service to request an amount as well as a recurring period of daily, weekly or monthly (every 30 days). 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 Customer Service to cancel your request. Otherwise, the new risk limit will replace the current risk limit once the cooling-off period has elapsed. Should you wish to set a risk limit on your account, please send an email from your Registered Email Address to customerservice@pinnacle.com.
How do I turn off my risk limit?
If you no longer wish to have a risk limit, you may 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 Customer Service to cancel your request. Otherwise, the current risk limit will be revoked once the cooling-off period has elapsed.
Session limit
Session time limit
If you would like to restrict the amount of time you spend logged into your account over a particular period, you can impose a time limit. With a time limit in place, you will be automatically logged out of your account when the limit is reached. For example, when you set a time limit of 15 hours per week and have already been logged in for 15 hours, you will be logged out and you will not be allowed to log in again until the period resets. Please note that if you close your browser without logging out of your account your session will remain active and the time remaining will be reduced accordingly.
How do I set/change a time limit?
You can set or change your time limit at any time in the Responsible Gaming section[SS1]?? of your account profile by entering the number of hours as well as a recurring period of daily, weekly or monthly (every 30 days). Please note that when you request an increase in the number of hours 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 cancel your request in the Responsible Gaming section of your account profile. Otherwise, the new time limit will replace the current time limit once the cooling-off period has elapsed. All other time limit change requests take effect immediately.
How do I turn off my time limit?
If you do not wish to have a time limit, you may submit a request to have it turned off in Responsible Gaming section[SS2]?? of your account profile by selecting the "revoke limit" option. 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 cancel your request in the Responsible Gaming section of your account profile. Otherwise, the current time 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 into 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 into an exclusion agreement with us in the Responsible Gaming section of your account profile by selecting an exclusion period of six months, one year, three years or five years.
How do I shorten my temporary self-exclusion period?
You may NOT shorten your temporary self-exclusion period. You can, however, increase the self-exclusion period by contacting Customer Service.
How do I set a permanent self-exclusion?
If you want to close your account permanently, you can enter into 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 cannot be done until a minimum of six months has passed from the date you entered the permanent self-exclusion period, and you will not be allowed to sign up for a new account.
What happens after my self-exclusion period ends?
After the temporary self-exclusion period has ended, we will notify you by email. If you have chosen permanent self-exclusion, you will need to contact Customer Service no sooner than six months from the date you set the permanent self-exclusion. Your account will be reopened once we have received your positive confirmation to do so. You will enter a 24-hour cooling-off period as soon as your request to have access to your account is received. During the cooling-off period, you can request to cancel the reopening request and resume back to keeping your account self-excluded, by contacting Customer Service.
What happens with pending bets and funds in my account?
We recommend you withdraw the funds that are 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.
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 Services. Your account will become accessible within 24 hours of your request being received by Customer Services.
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 cancelled. Any winnings will be added to your account balance during the deactivation period. Please contact Customer Services 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.