Professional Support & Company Information
At Pinateros, your trust and satisfaction are our highest priorities. We are committed to providing an exceptional and secure gaming experience, backed by robust regulatory compliance and dedicated customer support. This page provides all necessary information to contact us, understand our operations, and verify our legitimacy.
Pinateros.com is operated by Pinateros Entertainment Ltd., a company duly incorporated and licensed in the United Kingdom.
Pinateros Entertainment Ltd.
One Canada Square
Canary Wharf
London, E14 5AB
United Kingdom
We hold the following operating licences from reputable jurisdictions, ensuring our adherence to the strictest standards of fairness, security, and responsible gambling:
We offer multiple channels for you to reach us. Our dedicated team is available 24/7 to assist you.
For immediate assistance, our Live Chat service is available 24 hours a day, 7 days a week. Click the 'Live Chat' icon on any page to connect with a support agent.
Response Time: Typically within 30 seconds.
Speak directly with our support team.
Availability: 24/7
Response Time: 80% of calls answered within 20 seconds.
For detailed queries or specific departmental assistance, please use the appropriate email address below.
Response Time: Urgent queries within 1-2 hours; General queries within 24 hours.
Finance & Payments (For deposit/withdrawal queries, financial statements)
Media & Press
Support Opening Hours: 24/7 (All departments)
Prefer to send us a message directly from the website? Our secure contact form is available here. Please select the most relevant category for your query to ensure it reaches the correct department swiftly.
We are fully committed to promoting responsible gambling and providing resources to help players manage their play. If you or someone you know needs help, please contact the following organisations:
Leading provider of information, advice, and support for anyone affected by problem gambling in Great Britain.
National Gambling Helpline: 0808 8020 133
Website: www.gamcare.org.uk
Provides free, confidential help and support to anyone who's worried about their own or someone else's gambling.
Website: www.begambleaware.org
National Gambling Helpline: 0808 8020 133
For information on our self-exclusion tools, deposit limits, and other responsible gambling measures, please visit our Responsible Gambling page.
We strive to provide a seamless gaming experience, but if a dispute arises, we are committed to resolving it fairly and efficiently. Our internal complaints procedure is as follows:
Please submit your complaint via email to [email protected] or via Live Chat. We aim to resolve most issues at this stage.
If you are not satisfied with the resolution from Stage 1, you may request an escalation to a Senior Customer Support Manager by replying to the initial communication.
If your complaint remains unresolved after our internal process, you have the right to refer the dispute to an independent Alternative Dispute Resolution (ADR) entity. For our UK players, we use:
The Independent Betting Adjudication Service (IBAS)
Website: www.ibas-uk.com
Email: [email protected]
Telephone: +44 20 7347 5883
Further details of our dispute resolution policy can be found in our Terms and Conditions.
We are dedicated to maintaining the highest standards of trust and security. Our operations are regularly audited and certified by leading independent bodies:
Independent verification of fair gaming, responsible operator conduct, and player protection.
View our eCOGRA certificationOur Random Number Generator (RNG) and game mechanics are regularly tested and certified by GLI to ensure fairness and unpredictability.
Learn more about GLIWe adhere to the international standard for information security management systems, protecting your data.
View our Security PolicyAll payment transactions are secured and processed in compliance with the Payment Card Industry Data Security Standard.
Our website uses advanced SSL (Secure Socket Layer) encryption to protect all your personal and financial data.
Pinateros Entertainment Ltd. is proud to be a member of the following professional organisations, demonstrating our commitment to industry best practices and ethical conduct:
The industry body representing the UK's regulated betting and gaming sector, promoting safer gambling and higher standards.
Visit BGC WebsitePinateros Entertainment Ltd. is committed to full transparency regarding its ownership and management. Our key personnel ensure compliance, player protection, and operational excellence.
Responsible for overseeing all regulatory adherence and licensing requirements.
Contact: [email protected]
Designated to prevent and detect money laundering activities, ensuring compliance with AML regulations.
Contact: [email protected]
Player funds are held in segregated accounts, separate from operational funds, to ensure their safety and availability at all times.
We are fully compliant with the General Data Protection Regulation (GDPR) and other relevant data protection laws. For information on how we collect, process, and protect your personal data, please refer to our Privacy Policy.
Thank you for choosing Pinateros. We value your trust.