At Pinateros, your trust and satisfaction are paramount. We are committed to providing a secure, fair, and transparent gaming experience. Below you will find all the necessary information to contact us, understand our regulatory compliance, and access support.

Company Information & Ownership Transparency

Pinateros is operated by Pinateros Entertainment Limited, a company fully licensed and regulated in Great Britain.

            Full Legal Company Name: Pinateros Entertainment Limited
Company Registration Number: 10789123 (Registered in England and Wales)
Registered Office Address: One Canada Square, Canary Wharf, London, E14 5AB, United Kingdom
VAT Registration Number: GB 123 4567 89
Date of Incorporation: 15th March 2015
Ultimate Beneficial Owner: Pinateros Global Holdings Plc (a publicly listed entity committed to full financial transparency and corporate governance)
Board of Directors:
                    Ms. Eleanor Vance (Chairperson) - Over 20 years in digital entertainment and compliance.
Mr. David Chen (CEO) - Former Head of Operations for major international gaming groups.
Dr. Anya Sharma (Chief Compliance Officer) - Certified Gaming Compliance Specialist (CGCS) with extensive regulatory experience.

                

        

Contact Methods

We offer multiple channels to ensure you can reach us conveniently and efficiently. We commit to the following response times:

Response Times

Live Chat: Average response time under 30 seconds.
Telephone: 80% of calls answered within 20 seconds.
Email: Urgent queries (e.g., account security, withdrawal issues) within 1-2 hours; general queries within 24 hours.
Contact Form: Response within 24 hours.

Customer Support (24/7 Availability)

For all general enquiries, technical support, and account assistance.

Live Chat Support

Available directly on our website (click the chat icon at the bottom right).

Telephone Support

UK Freephone: +44 (0)800 123 4567
International: +44 (0)20 3123 4567

Email Support

[email protected]

Departmental Contacts

For specific queries, please use the relevant departmental email address:

Financial & Payments Enquiries: [email protected]
Responsible Gambling Support: [email protected]
Compliance & Legal: [email protected]
KYC & Account Verification: [email protected]
Media & Press Enquiries: [email protected]
Partnerships & Business Development: [email protected]

Official Compliance Contacts

Chief Compliance Officer: Dr. Anya Sharma ([email protected])
Money Laundering Reporting Officer (MLRO): Mr. Marcus Thorne ([email protected])

Business Hours

Customer Support (Live Chat, Phone, Email): 24 hours a day, 7 days a week, 365 days a year.
Compliance, Finance, Verification Departments: Monday to Friday, 09:00 - 17:00 GMT (excluding UK public holidays).

Licensing & Regulatory Information

Pinateros Entertainment Limited is fully licensed and regulated by the most stringent authorities to ensure fair play, player protection, and adherence to all legal requirements.

Licensing Authority: Great Britain Gambling Commission (UKGC)
Account Number: 578912
Licence Number: 000-057891-R-334567-006
Licence Type: Remote Casino Operating Licence
Licence Status: Active and in good standing since 1st April 2016
Verify Our Licence: View on UKGC Public Register

Responsible Gambling

We are deeply committed to promoting responsible gambling and providing resources for players who may need support. Our dedicated Responsible Gaming team is available via email or phone.

Dedicated Email: [email protected]
Helpline: +44 (0)800 123 4567 (24/7)
External Support Organisations:
- BeGambleAware: www.begambleaware.org (Freephone 0808 8020 133)
- GamStop (Self-Exclusion): www.gamstop.co.uk
- Gamblers Anonymous UK: www.gamblersanonymous.org.uk

Dispute Resolution

We strive to resolve any complaints quickly and fairly. If you have a complaint, please contact our Customer Support team in the first instance. If you are not satisfied with our resolution, you may escalate your complaint to our Alternative Dispute Resolution (ADR) provider.

Internal Complaints Procedure: Please refer to our Terms & Conditions for full details.
Alternative Dispute Resolution (ADR) Provider: eCOGRA
- Website: https://ecogra.org/ata/dispute.php
- eCOGRA acts as an impartial third party to resolve disputes between players and operators.

Trust & Security Certifications

We employ industry-leading security measures and undergo regular independent audits to ensure the integrity and fairness of our games and the security of your data.

eCOGRA Certified: Certified for fair and responsible operation. View our certificate: eCOGRA Certificate
GLI (Gaming Laboratories International): Our Random Number Generator (RNG) is regularly tested and certified by GLI to ensure fair and unpredictable game outcomes.
ISO/IEC 27001 Certified: Demonstrates our commitment to information security management systems.
PCI DSS Compliant: All payment processing adheres to the Payment Card Industry Data Security Standard for secure transactions.
SSL Encryption: Our website uses 256-bit SSL encryption to protect all data transmissions.

Industry Memberships

Pinateros Entertainment Limited is a proud member of leading industry associations, demonstrating our commitment to upholding the highest standards of integrity and best practice in the online gambling sector.

Betting and Gaming Council (BGC): www.bettingandgamingcouncil.com
European Gaming and Betting Association (EGBA): www.egba.eu

Player Fund Protection

In accordance with UKGC requirements, Pinateros Entertainment Limited holds player funds in a segregated bank account, separate from our operational funds. This provides a medium level of protection in the event of insolvency, meaning that your funds are protected, but not absolutely guaranteed. Further details can be found in our Terms & Conditions.

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