TERMS & CONDITIONS

1. Introduction

Welcome to the official website for the Piñateros Slot game ("the Website"). These Terms and Conditions ("Terms" or "Agreement") govern your use of the Website and any services, games, or features provided herein. By accessing, using, or registering on the Website, you agree to be bound by these Terms and our Privacy Policy, which forms an integral part of this Agreement.

This Website is operated by Pinateros Entertainment Limited ("Pinateros", "we", "us", or "our"), a company registered in England and Wales under Company Registration Number 10789123. Our registered office address is One Canada Square, Canary Wharf, London, E14 5AB, United Kingdom. Our VAT Registration Number is GB 123 4567 89.

Pinateros Entertainment Limited is licensed and regulated by the Great Britain Gambling Commission (UKGC) under Account Number 578912 and Licence Number 000-057891-R-334567-006. Our licence type is Remote Casino Operating Licence, active and in good standing since 1st April 2016. You can verify our licence on the UKGC Public Register: https://registers.gamblingcommission.gov.uk/578912.

3. Your Piñateros Account

3.1. Eligibility

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

• Be at least 18 years of age.
• Be legally capable of entering into binding agreements.
• Be located in a jurisdiction where online gambling is legal and not restricted by us.
• Not be subject to any active self-exclusion from any gambling operator or via a national scheme (e.g., GAMSTOP).

Important: Age verification is mandatory BEFORE you can access ANY gaming content, including demo versions. This is a strict UKGC requirement to protect minors.

3.4. Know Your Customer (KYC) and Anti-Money Laundering (AML)

As a licensed operator, we are legally obliged to verify your identity and, in some cases, your source of funds, in accordance with our KYC and AML obligations. This process may require you to provide us with copies of identification documents (e.g., passport, driving licence), proof of address (e.g., utility bill), and proof of funds. We reserve the right to:

• Request documentation at any time during your relationship with us.
• Suspend your Account or restrict withdrawals until verification is satisfactorily completed.
• Close your Account if we are unable to verify your identity or if we suspect fraudulent or illicit activity.
• Retain KYC/AML data for a minimum of five (5) years, even if you close your Account, to comply with regulatory requirements, which takes precedence over any right to erasure under GDPR.

For verification queries, please contact our KYC & Account Verification Department at [email protected].

4. Deposits and Withdrawals

4.2. Mandatory Deposit Limits (UKGC Requirement from October 2025)

For all new customers, setting financial limits is mandatory BEFORE your first deposit. You will be prompted to set daily, weekly, and monthly deposit limits upon registration. You may decrease these limits at any time, with changes taking effect immediately. Increases to limits will be subject to a 24-hour cooling-off period before they take effect.

4.5. Customer Funds Protection Level (UKGC Requirement from October 2025)

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. This means that your funds are protected, but not absolutely guaranteed, in the event of our insolvency. We will provide reminders of this protection level every 6 months.

5. Game Rules and Specifics for Piñateros Slot

5.1. General Game Rules

The Piñateros Slot game is a 5-reel, 3-row video slot with 50 fixed paylines, developed by Swintt. Wins are paid from the leftmost reel to the right on adjacent reels. Only the highest combination per payline pays, and all line wins are added together.

5.2. Return to Player (RTP) and Volatility

The theoretical Return to Player (RTP) for Piñateros Slot is 96.17%. This RTP is calculated over millions of spins and represents a long-term mathematical expectation, not a guarantee for any individual session. The game's volatility is generally considered medium, meaning a balance between frequency and size of wins.

5.4. Malfunction

Any malfunction, error, or bug in the Game or Website software that affects game play, wager calculation, or payout will void all pays and plays. In such cases, your stake will be returned where appropriate. We are not liable for any losses incurred due to malfunction.

7. Responsible Gambling

Pinateros is deeply committed to promoting responsible gambling and providing a safe environment for our players. We offer a range of tools and resources to help you manage your gambling effectively.

7.1. Player Protection Tools

We provide the following mandatory and optional tools to help you stay in control:

• Deposit Limits: You can set daily, weekly, and monthly deposit limits. These are mandatory for all new customers BEFORE your first deposit. Decreases take effect immediately; increases require a 24-hour cooling-off period.
• Loss Limits: You can set limits on the maximum amount you can lose over a specific period.
• Time Restrictions/Session Limits: You can set a maximum duration for your gaming sessions.
• Reality Checks: Pop-up reminders will appear every 30-60 minutes during your session, prompting you to consider the time you've spent playing and giving you the option to continue, review your activity, or log out.
• Take a Break: You can take a short break from gambling, typically ranging from 24 hours to 6 weeks.

7.2. Self-Exclusion

If you feel your gambling is becoming a problem, you can self-exclude from our Website for a fixed period (minimum 6 months) or indefinitely. For UK residents, we are part of the national multi-operator self-exclusion scheme, GAMSTOP. Registering with GAMSTOP will prevent you from accessing all online gambling operators licensed in Great Britain for your chosen period.

• GAMSTOP (UK National Scheme): www.gamstop.co.uk
• To self-exclude specifically from Pinateros, please contact our Responsible Gaming Department at [email protected] or call our helpline.
• Important: Self-exclusion data cannot be automatically deleted due to regulatory requirements and player protection purposes.

7.3. External Support Organisations

If you are concerned about your gambling or that of someone you know, please seek help from these independent organisations:

• BeGambleAware: www.begambleaware.org (Freephone 0808 8020 133, 24/7)
• GamCare: Provides confidential support and advice for anyone affected by problem gambling. Call 0808 8020 133 (24/7).
• Gamblers Anonymous UK: www.gamblersanonymous.org.uk

8. Privacy Policy and Data Protection (GDPR)

We are committed to protecting your personal data. Our collection, processing, and storage of your personal data are governed by our comprehensive Privacy Policy, which adheres to the General Data Protection Regulation (GDPR). By accepting these Terms, you also acknowledge and agree to the terms of our Privacy Policy.

8.2. Special Conditions for Gambling Data

Due to the highly regulated nature of online gambling, certain GDPR user rights are subject to specific conditions:

• Right to Erasure ("Right to be Forgotten"): While you have a general right to request deletion of your data, certain data (e.g., self-exclusion records, AML data, transaction history) cannot be automatically deleted. We are legally required to retain this data for a minimum of five (5) years (or longer if required by a specific regulation) to prevent financial crime, ensure responsible gambling, and comply with regulatory audits. These legal obligations take precedence over your right to erasure.
• Data Retention: We retain your data for as long as necessary to fulfill the purposes for which it was collected, including for legal, accounting, or reporting requirements.

9. Complaints and Dispute Resolution

We strive to provide an excellent service, but if you have a complaint, we are committed to resolving it quickly and fairly.

9.1. Internal Complaints Procedure

If you have a complaint, please contact our 24/7 Customer Support team in the first instance via live chat, telephone (+44 (0)800 123 4567), or email ([email protected]). Please provide full details of your complaint, including your Account ID, the date and time of the incident, and any relevant screenshots or information. We aim to acknowledge your complaint within 24 hours and provide a final response within 8 weeks, as per UKGC requirements.

9.2. Alternative Dispute Resolution (ADR)

If you are not satisfied with our final response to your complaint, you may escalate your complaint to our approved Alternative Dispute Resolution (ADR) provider, eCOGRA. eCOGRA is an independent organisation that acts as an impartial third party to resolve disputes between players and operators.

• eCOGRA Website: https://ecogra.org/ata/dispute.php
• You must have completed our internal complaints procedure before submitting a dispute to eCOGRA. The decision of the ADR provider is binding.

13. Changes to These Terms and Conditions

We reserve the right to amend these Terms at any time. Any material changes will be notified to you via email or a prominent notice on the Website BEFORE they take effect. You will have the option to accept the new Terms or, if you disagree, to close your Account and withdraw any available funds. Continued use of the Website after the effective date of the revised Terms will constitute your acceptance of those changes. A log of all changes will be maintained for regulatory audits.

15. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. You irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to resolve any dispute or claim arising out of or in connection with these Terms or your use of the Website, save for where consumers may have rights to bring proceedings in their local jurisdiction.