Just received this e-mail from Pinnacle

[RalphJ]

Fellas, EVERYONE makes mistakes and has problems, ALL businesses. BUT, its the way problems are handled and their customers taken care of that makes the difference.

Last night I was told that there was absolutely NO WAY that they could offer me reduced vig over the phone. My losses last night added up to over 2 dimes, now that's quite an extra bit of juice that I paid because THEY'RE having problems.....and that's not right.

You all are right, Pinnacle is a SOLID out, can go to bed at night knowing your money is safe, but I've been playing with off-shores for 9+ years, and their CS sucks.....plain and simple.

Maybe this incident will initiate some changes over there and they'll make a couple changes for the better.

 

[PeeWee]

I've seen claims from the beginning of this incident that this was caused by hackers.

But I have seen no one substantiate this.

Are people claiming it was hackers because it makes them feel better thinking it was this rather than a Pinnacle problem?

Can anyone verify in any way that hackers were involved?

 

[RalphJ]

Not sure about that Pee Wee, but it's kind of coincidental that in the past couple days both Canbet and Olympic went down. Nothing to this extent, Cbet was approx. 4 hours and Oly for just an hour but makes one wonder.

 

[harrington]

C'mon guys be real. This is one of the best books in the world. I feel for those that have pinnacle as their only out, but this is why you should have a few different books funded. Shit happens boys. We don't even know why they are down and now everyone wants close their accounts! Relax and enjoy the games.

 

[vinividivinci]

So a $300 a game player is just out of luck? To me the real problem here is Pinnacle telling anybody who doesn't play at least a nickle to take a hike!


VVV

 

[soccerbob]

RalphJ- You're right on the money about Pinnacle. Their customer service sucks. They should have offered the reduced vig over the phone and taken action on all sports over the phone until their site was back up. I called this morning and tried to bet a soccer game and they wouldn't take the bet over the phone.

It's not like I was asking for a complete rundown of the entire card or even the English Premier League card. It was one match I wanted the price for and they wouldn't give it to me. That's just lousy customer service.

I've said since I started posting in this forum that although Pinnacle is a solid book, they are very overrated and their customer service stinks. I don't mean to tell everyone "I told you so" but well, I told you so.

 

[ArenaNut]

The only issue I have with pinny is you can call your wagers in if they are 500 or more. While internet problems might happen, open up your phone lines to all customers.

 

[harrington]

After thinking about it for a few minutes, you guys are probably right. I have many options and I am a nickel and dime player, so for me this is not a problem, but for many it is. They could have at least come in here and posted a statement. Good luck guys.

 

[RalphJ]

<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by harrington:
C'mon guys be real. This is one of the best books in the world. I feel for those that have pinnacle as their only out, but this is why you should have a few different books funded. Shit happens boys. We don't even know why they are down and now everyone wants close their accounts! Relax and enjoy the games.<HR></BLOCKQUOTE>


Well harrington, I agree that they are one of the most SOLID, as far as not having to worry about your money. BUT, we'll see how good they are, IMO, they should take ALL wagers that have been placed since this problem occurred and adjust them to the vig that is offered on their site. And as I said, CS there leaves a LOT to be desired. I have accounts, with Oly, CBet, WWTS, and a couple others, and I never go through some of the things I have to when dealing with Pinnacle's CS.

I mean seriously, when you don't even have the option to speak to a person, even when you use YOUR dime.....I've found a couple glitches in their system as far as taking and grading certain types of wagers, explaining it in an e-mail, or guess it would be more accurate to say a "short-story", is more than painful. Try explaining their errors in grading 3 team "if win only" bets and larger in an e-mail. It only takes all day and they still don't grasp it!

Like I said previously, in whatever business, the clients, the people that pay the bills, shouldn't be penalized for problems that a business may be having. That's only logical.

 

[DocHolliday+]

Is the problem denial of service? If it is there is not much Pinnacle could have done before this started to prevent it from happening. I am sure they are taking the necessary steps to fix it as soon as possible.

However, you have to believe they are making the problem worse by not honoring the reduced vig over the phone. If the computers wont accept the wagers over the phone at reduced vig then make manual adjustments. Get some people there tonight and make adjustments to players account on losing wagers.

Pinnacle needs to do the right thing for all their customers and honor the promotion over the phone. Your putting the player in a no-win situation.

Desperate times call for desperate measures.

 

[harrington]

Very good points Ralph, as I said in my earlier repost you guys are indeed correct.

 

[RalphJ]

I just got in, and appears to be working normally. Hopefully they have found and solved the problem.

Now let's see how they handle this situation from here on out. If they're truly one of if not the best "outs" in the industry, they'll prove it by the action they take on wagers that have been accepted since this problem occurred. I'll be the first to give them a big "Thank You" if they do the right thing.