Terms & Conditions

Legal Information & Player Protection

Important Information – Please Read Carefully

Last Updated: 1st October 2024 | Version: 1.0

These clauses are of critical importance and have the potential to seriously affect your interests. We urge you to read them fully and understand their implications before proceeding. By accessing or using the Pinateros website and games, you confirm that you have read, understood, and agree to these Terms and Conditions in their entirety.

  • Age and Eligibility Restrictions: You must be 18 years of age or older, legally capable of entering into binding contracts, and located in a jurisdiction where online gambling is legal. We will verify your age and identity before you can access any games, including demo versions.
  • Gambling Risks and Responsible Gaming: Gambling involves financial risk, and you may lose money. We are committed to responsible gaming and require you to set financial limits (deposit, loss, time) before your first deposit. Comprehensive tools for self-limitation and self-exclusion are available.
  • Account Verification (KYC/AML): To comply with legal obligations (including Anti-Money Laundering), we are required to verify your identity, age, and source of funds. Failure to provide requested documentation will result in account suspension or closure and may prevent withdrawals.
  • Customer Fund Protection: Your funds are held in a segregated bank account, separate from our company's operational funds. This provides a Medium level of protection in the event of insolvency.
  • Game Fairness and Return to Player (RTP): Our games, including Pinateros, are certified for fairness by independent testing agencies (eCOGRA, GLI). The theoretical Return to Player (RTP) for Pinateros is 96.17%. This is a long-term statistical average, not a guarantee for individual sessions.

1. Introduction

Welcome to Pinateros.uk (the "Website"), the official online platform for the Pinateros slot game. These Terms and Conditions ("Terms") govern your access to and use of the Website and all services, features, and games (including demo versions) provided by Pinateros Digital Ltd. ("Pinateros", "we", "us", "our").

By accessing, registering with, or using the Website, you agree to be bound by these Terms and Conditions, our Privacy Policy, and any other rules or policies referenced herein. If you do not agree with any part of these Terms, you must not use our Website or services.

2. Who We Are (The Provider)

2.1. Company Details

Pinateros is operated by Pinateros Digital Ltd., a company registered and licensed in Great Britain.

2.2. Regulatory Information & Licences

We are licensed and regulated by the Great Britain Gambling Commission:

You can verify our licence details directly on the UK Gambling Commission's public register: View UKGC Licence

Live Chat Support

Available 24/7 directly on our website

Guaranteed response within 30 seconds

Email Support

General: [email protected]

Technical: [email protected]

Financial: [email protected]

Phone Support (24/7)

General: +44 (0)20 3123 4567

Financial: +44 (0)20 3123 4568

Responsible Gaming

Email: [email protected]

Helpline: +44 (0)800 123 4567

3. Your Account

3.1. Eligibility

To register an account and use our services, you must:

3.2. Account Verification (KYC/AML)

As a licensed operator, we are legally required to verify your identity, age, and source of funds to comply with Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations. This process is mandatory before you can access any games, including demo versions, make deposits, or withdrawals.

We may request documentation such as: Proof of identity (passport, driving licence), Proof of address (utility bill, bank statement), Proof of source of funds/wealth (bank statements, payslips).

4. Playing Our Games

4.1. Game Rules - Pinateros

Game Name Pinateros
Provider Swintt
Type Video Slot
Configuration 5 Reels × 3 Rows
Paylines 50 (fixed)
RTP 96.17%
Minimum Bet 10 coins (0.10€)
Maximum Bet 10,000 coins (100€)

4.2. Key Features

5. Responsible Gambling

We are fully committed to promoting responsible gambling and providing a safe environment for our players. Gambling should be an enjoyable pastime, and we encourage you to play responsibly.

Mandatory Financial Limits: As per UK regulatory requirements, all new customers MUST set financial limits (daily, weekly, and monthly deposit limits) BEFORE their first deposit.

5.1. Available Tools

5.2. Seeking Help

If you are concerned about your gambling, please contact:

6. Customer Fund Protection

Pinateros Digital Ltd. holds customer funds in a segregated bank account, separate from our company's operational funds. This means that in the event of our insolvency, your funds are protected and repayable to you. In accordance with UK Gambling Commission requirements, this provides a Medium level of protection.

7. Complaints and Dispute Resolution

We are committed to providing a high level of customer service. If you have a complaint or concern, please follow our complaints procedure:

7.1. Internal Complaints Procedure

  1. Initial Contact: Please contact our Customer Support team via live chat, email ([email protected]), or telephone (+44 (0)20 3123 4567) to explain your complaint.
  2. Escalation: If our Customer Support team cannot resolve your complaint to your satisfaction, you may request to escalate it to our Complaints Department. We will acknowledge your complaint within 24 hours and aim to provide a final response within 8 weeks.

7.2. Alternative Dispute Resolution (ADR)

If you remain dissatisfied with our final response, you have the right to refer your dispute to an independent Alternative Dispute Resolution (ADR) service. We use eCOGRA as our nominated ADR provider for UK players.

8. Data Protection and Privacy (GDPR)

We are committed to protecting your personal data in compliance with the General Data Protection Regulation (GDPR) and other applicable data protection laws. Our Privacy Policy explains how we collect, process, store, and protect your personal information.

8.1. Lawful Bases for Processing

9. Limitation of Liability

Pinateros Digital Ltd. will not be liable for any loss or damage you may suffer as a result of using our Website or services, except where prohibited by law. This includes, but is not limited to, losses arising from:

10. Amendments to the Terms

We reserve the right to amend these Terms and Conditions at any time. We will notify you of any material changes before they take effect, typically via email or a prominent notice on the Website. Material changes are those that significantly affect your rights or obligations.

Upon notification of material changes, you will have the right to either accept the new Terms or close your account. If you continue to use our services after the effective date of the new Terms, you will be deemed to have accepted them.

11. Governing Law and Jurisdiction

These Terms and Conditions and your use of the Website and services are governed by and construed in accordance with the laws of England and Wales. You agree that the courts of England and Wales shall have exclusive jurisdiction over any dispute or claim arising out of or in connection with these Terms.

Thank you for choosing Pinateros. We wish you an enjoyable and responsible gaming experience.