Terms and Conditions — Pingwin Casino
Version 2.1 · Effective Date: July 01, 2025
Curaçao License OGL/2024/995/0478 · 18+
These Terms and Conditions ("Terms") govern the relationship between
Entertainment Art B.V. (Company Number 127327, Heelsumstraat 51, Curaçao; hereinafter
"Company", "we", "us") and the user of the Pingwin Casino platform ("Player",
"you"). By registering or using the site, you unconditionally accept these
Terms, as well as all related policies listed in section 1.3.
1. General Provisions
1.1 Operator Side
The Pingwin Casino platform (pingwincasino.com) is operated by Entertainment
Art B.V., a company incorporated under the laws of Curaçao with Company Number
127327. The Company is licensed by the Curaçao Gaming Authority to offer games
of chance under license No. OGL/2024/995/0478, granted on 01/07/2025, in
accordance with the National Ordinance on Games of Chance (Landsverordening op
de kansspelen, P.B. 2024, no. 157).
1.2 Acceptance of Terms
By creating an account, making a deposit or placing a bet, you confirm that:
- you have read and agree to these Terms;
- you are 18 years of age or the age of majority in your jurisdiction;
- you reside in a jurisdiction where online gambling is legal;
- you use the platform solely for personal entertainment purposes.
If you do not agree with any provision, you must immediately stop using the
platform.
1.3 Related Documents
These Terms are supplemented by the following policies published on the site.
All of them are an integral part of the contract:
- User Agreement;
- Privacy and Data Protection Policy;
- AML/CFT (Anti-Money Laundering) Policy;
- Responsible Gaming Policy;
- Sports Betting Rules (if applicable).
1.4 Risk Warning
Gambling involves the risk of losing money. By making a deposit and placing
bets, the Player acknowledges that he may lose all the funds deposited into
the account. The outcome of games is determined by chance, and no strategy
guarantees a win. Losses incurred in games are not grounds for a refund or for
disputing a payment. Play only with money you can afford to lose.
1.5 Language Versions
These Terms are published in several languages. The original language is
English. In case of discrepancies between language versions, the English
version prevails.
2. Eligibility and Restrictions
2.1 Age
The use of the platform is allowed only to persons who have reached the age of
18. The Company has the right to request documents to verify age at any time.
If it is suspected that the Player is a minor, the account will be immediately
blocked and the deposits returned.
2.2 Restricted Jurisdictions
Registration and play are prohibited for residents of the following countries:
USA, UK, Malta, Netherlands, UAE, North Korea, as well as states under
comprehensive sanctions (Iran, Syria, Cuba, Crimea, LNR/DNR). A complete
current list is available in the "Help" section and may be updated without
prior notice.
2.3 One Account
Each Player is entitled to have only one account. If duplicate accounts are
detected, the Company has the right to block all accounts, void winnings and
withhold funds in accordance with section 10.
3. Registration and Account
3.1 Registration
To register, the Player provides an email address or phone number and a
password, or uses a supported social login. The Company may at any time request
additional data, including full name, date of birth, address and country of
residence. All data provided must be accurate and reliable. The use of false
data is grounds for immediate account closure and confiscation of funds.
3.2 Account Security
The Player is fully responsible for the safety of the login and password.
Transfer of access to third parties is prohibited. If unauthorized access is
suspected, the support service must be notified immediately. All actions and
transactions performed in the account using the Player's valid login
credentials, or from a device or IP address previously used by the Player, are
deemed to have been performed by the Player.
3.3 Data Relevance
The Player is obliged to maintain the relevance of personal data.
Inconsistency between account data and payment method may result in transaction
rejection or account restriction.
4. Verification (KYC)
4.1 Obligation to Verify
The Company is obliged to conduct identity verification ("KYC") in accordance
with licensing requirements and AML policy. Verification may be required:
- for withdrawals exceeding €2 000;
- when exceeding the monthly turnover of established thresholds;
- in case of suspicious activity on the account;
- when a new payment card is used, or before the first withdrawal if
deposits were made by card;
- upon a chargeback, payment dispute or inquiry from a payment provider or
bank;
- at any time at the discretion of the Company.
4.2 List of Documents
To pass verification, the Player provides:
- identity document (passport or national ID);
- selfie with document;
- proof of card: a photo of each payment card used, showing the first six
and last four digits (the middle digits covered) and the cardholder's name;
- proof of address (utility bill or bank statement no older than 3 months);
- proof of source of funds (if necessary).
4.3 Consequences of Not Passing KYC
Until KYC is completed, the withdrawal of funds is limited to €2 000. Failure
to comply with the requirements within the specified time frame may result in
suspension or closure of the account.
5. Deposits
5.1 Replenishment Methods
An up-to-date list of available payment methods (cards, e-wallets,
cryptocurrency) is displayed in the "Wallet" section. The list may vary
depending on the Player's country.
5.2 Deposit Requirements
- Minimum deposit: €10 or equivalent in another currency.
- Deposits must come from payment methods registered in the Player's name.
- Funds must be of legal origin; the use of third-party payment methods is
prohibited.
- Before withdrawal, each deposit must be wagered at least once (100%
turnover); otherwise, a commission of 20% is charged on the withdrawal of
the unwagered amount.
5.3 Crediting Funds
Most methods provide instant crediting. Bank transfers — up to 1 business day.
Cryptocurrency — depending on network load (usually 15–60 minutes). The
Company is not responsible for delays on the part of payment systems.
5.4 Moment of Service Provision
The Service consists of providing access to online games of chance. A deposit
constitutes the purchase of game credits; the Service is deemed fully rendered
at the moment the funds are credited to the Player's gaming account. Each game
round is deemed rendered at the moment the bet is confirmed by the server, after
which the bet is final and cannot be cancelled, except in the cases provided
for in section 8.2.
5.5 Payment Cards
- The Player may use only payment cards issued in his own name. Using
another person's card, even with that person's consent, is prohibited.
- No more than 3 payment cards may be used on one account.
- The Company may at any time request proof of card (see section 4.2). If
the Player fails to provide it within the time specified by the Company, or
if the card is found not to belong to the Player, the Company has the right to
return the deposits to the source of payment, cancel the winnings and close
the account.
6. Withdrawals
6.1 General Conditions
- Withdrawal is carried out by the same method by which the deposit was made
("reverse route rule").
- Withdrawal of cryptocurrency is allowed only to the same wallet from which
the replenishment was made.
- Withdrawal is available only to Players who have made at least one deposit.
- The game account is not a bank deposit: funds do not accrue interest and
are not insured.
6.2 Processing Times
Withdrawal requests are processed within 24 hours after completion of KYC
checks and deposit confirmation. Actual enrollment:
- cards — usually within a few minutes, in rare cases up to 2 business days;
- electronic wallets — a few minutes;
- cryptocurrency — from a few minutes to several hours;
- bank transfer — up to 30 calendar days; bank fees are deducted.
6.3 Withdrawal Limits
| VIP Level |
Daily Limit (fiat) |
Daily Limit (cryptocurrency) |
| Bronze |
€5 000 |
€100 000 |
| Silver |
€5 000 |
€100 000 |
| Gold |
€10 000 |
€100 000 |
| Platinum |
No limits |
No limits |
The total monthly limit for all levels is €1 000 000, unless otherwise agreed
in writing. For winnings exceeding €100 000, the Company has the right to
establish an individual daily withdrawal limit with notification to the Player.
6.4 Chargebacks and Payment Disputes
Before disputing any payment with the bank or payment provider, the Player is
obliged to contact the support service and allow the Company to resolve the
issue. Initiating a chargeback without prior contact with the support service,
or disputing a payment whose funds were credited to the account and used in
games, is a violation of these Terms and is treated as fraud. In this case,
the Company has the right to:
- immediately suspend the account and freeze its balance;
- cancel winnings and pending withdrawals;
- recover the amount of the chargeback and all related costs (including
fees of the payment provider), including from the account balance;
- engage collection agencies and contact law enforcement agencies.
To resolve payment disputes, the Company has the right to provide the payment
provider, the acquiring bank and the card issuer with the Player's data:
registration data, verification documents, login history and IP addresses,
transaction and game history, and correspondence with the support service.
6.5 Refunds
A refund of deposited funds is made only in the following cases:
- the Player is found to be a minor — the deposits are returned and the
account is closed (section 2.1);
- a technical malfunction during a game round — the affected bets are voided
and refunded to the gaming account (section 8.2);
- the deposit has not been used in games — the unwagered amount may be
withdrawn to the same payment method from which it was made, with a
commission of 20% (section 5.2);
- the account is closed — the remaining balance of real funds is returned
after all checks are completed (section 10).
A refund is not made:
- for funds used in bets confirmed by the server;
- for game losses;
- for bonus funds, which have no cash value;
- on the grounds that the Player changed his mind after the funds were
credited to the account;
- in case of violation of these Terms, fraud, multi-accounting or bonus
abuse.
To request a refund, the Player contacts the support service via online chat
or email within 30 days from the date of the payment. The request is
considered within 14 business days. The refund is made only to the payment
method from which the deposit was made and only after verification (KYC).
6.6 Unrecognized Transactions
If the Player does not recognize a transaction on his account or payment card
statement, he must report it to the support service within 30 days from the
date of the transaction. Transactions not disputed within this period are
deemed confirmed by the Player.
7. Bonuses and Promotions
7.1 Activation and Action
Each bonus has individual conditions (wager, validity period, allowed games),
published in the description of the promotion. By accepting the bonus, the
Player agrees to its terms. Only one bonus can be active at a time.
7.2 Wager (Wagering Requirement)
Wager is a mandatory turnover required to transfer bonus funds to the main
account. For example, a ×30 wager with a €100 bonus means you need to bet
€3 000 in eligible games. Bets in live dealer games and progressive jackpots
are generally not counted towards wagering. Contribution rates by game type are
specified in the terms of each bonus.
7.3 Bonus Burnout and Cancellation
The bonus is canceled in case of:
- expiration of the validity period without fulfilling the wager;
- creating a withdrawal request with an unfulfilled wager;
- manual cancellation by the Player (the bonus balance is lost);
- detection of violations of these Terms.
7.4 No Deposit Bonuses
Withdrawal of funds received from a no deposit bonus is allowed only after full
account verification and completion of the first deposit with subsequent
wagering. Maximum limits specified in the terms of a particular promotion
apply to the withdrawal.
7.5 Bonus Abuse
Arbitrage bets, guaranteed profit schemes, multi-accounting for the purpose of
receiving bonuses and any other manipulations entail immediate cancellation of
all bonuses and related winnings, as well as blocking the account.
7.6 Cashback
Weekly cashback is calculated automatically and becomes available in the
"Cashback" section. The percentage depends on the VIP level: 5% (Bronze), 10%
(Silver), 15% (Gold), 20% (Platinum). Cashback is credited to the bonus
account and is subject to wagering in accordance with the terms of the promotion.
8. Game Rules
8.1 Honesty and RNG
All games use a certified random number generator (RNG) that has passed an
independent audit. The results of each round are random and do not depend on
the previous ones. The Company does not manage or interfere with the results
of games.
8.2 Technical Failures
In the event of a technical malfunction, communication interruption or software
error, bets and winnings formed at the time of the failure may be invalidated.
The Company is not responsible for losses caused by technical malfunctions on
the part of the game provider or payment system.
8.3 Maximum Win
The maximum amount of winnings from bonus funds is limited and is specified in
the terms of a particular bonus. When using real funds, the winning limits are
determined by the rules of the game provider.
8.4 Exhaustion Bets
The Company reserves the right to cancel bets made with obvious signs of making
decisions under the influence of alcohol, drugs or emotional distress, if such
signs are recorded in the Player's complaint.
9. Prohibited Actions
The following actions are strictly prohibited and entail immediate account
blocking and cancellation of all winnings:
- fraud, use of software bots or automated betting systems;
- collusion with other Players, dealers or platform employees;
- creating multiple accounts to receive bonuses;
- exploitation of software vulnerabilities ("bug abuse");
- money laundering or financial manipulation through the platform;
- use of VPN, proxy or other means of circumventing geographical restrictions;
- abusive, threatening or discriminatory behavior towards support staff;
- playing in the interests of or on behalf of third parties.
10. Account Suspension and Closure
10.1 Blocking at the Initiative of the Company
The Company has the right to immediately suspend or close the account in case of:
- violation of these Terms or related policies;
- providing false data during registration or verification;
- suspicion of fraud, money laundering or prohibited activities;
- request for self-exclusion from the Player;
- requirement of regulatory or law enforcement authorities.
10.2 Consequences of Closure
When closing an account due to the Player's fault, the Company has the right to
withhold funds necessary to cover the established damage. The remaining balance
of real funds is returned to the Player after completion of all checks. Bonus
funds are canceled.
10.3 Closure at the Initiative of the Player
The Player has the right to close the account at any time by contacting the
support service. Before closing, it is recommended to withdraw the available
balance.
11. Responsible Gaming
11.1 Self-Restriction Tools
At the Player's request to the support service, the Company applies the
following restrictions to the account:
- Deposit Limit — daily, weekly or monthly;
- Bet Limit — the maximum amount of one bet;
- Loss Limit — maximum losses for the period;
- Cooling Period — temporary pause (24 hours, 7 days, 30 days);
- Self-Exclusion — complete blocking of the account for the
selected period (minimum 6 months).
11.2 Self-Exclusion
The self-exclusion request is processed within 24 hours. During the
self-exclusion period, the Player does not receive marketing materials. Early
removal of self-exclusion is not possible until the minimum period expires.
11.3 Assistance Organizations
If you are having trouble controlling the game, please seek help:
- GamCare — www.gamcare.org.uk;
- Gamblers Anonymous — www.gamblersanonymous.org;
- Gambling Therapy — www.gamblingtherapy.org.
12. Intellectual Property
All materials on the site — logos, design, text content, software — are the
property of the Company or its licensors and are protected by copyright law.
Copying, reproduction or distribution of materials without the written
permission of the Company is prohibited.
13. Privacy and Data Protection
The processing of Players' personal data is carried out in accordance with the
Privacy Policy published on the site. The Company applies technical and
organizational data protection measures in accordance with GDPR and applicable
Curaçao regulations. The Player agrees that his personal data may be provided
to payment providers, acquiring banks and card issuers for the purposes of
fraud prevention and the resolution of payment disputes (section 6.4).
14. Limitation of Liability
14.1 Exceptions
To the maximum extent permitted by law, the Company is not responsible for:
- lost profits, indirect or incidental losses of the Player;
- technical failures, interruptions in the operation of the Internet provider
or payment systems;
- actions or omissions of third parties (game providers, payment operators);
- losses arising from the Player's violation of these Terms.
14.2 Maximum Liability
The aggregate liability of the Company to the Player for any claims is limited
to the amount of funds deposited by the Player into the account for the last
12 months.
15. Complaints and Dispute Resolution
15.1 Complaint Procedure
In the event of a dispute, the Player contacts the support service via online
chat or email. The Company considers the complaint within 14 business days and
sends a written response.
15.2 Alternative Settlement
If the Company's response does not satisfy the Player, he has the right to
contact the Curaçao Gaming Authority.
15.3 Applicable Law
These Terms are governed by the laws of Curaçao. Disputes not resolved through
negotiations are submitted to the competent courts of Curaçao for consideration.
15.4 Evidence
In any dispute, the Company's server records (logs of logins, IP addresses,
transactions and game rounds) constitute conclusive evidence.
16. Changing Conditions
The Company has the right to change these Terms at any time. Changes affecting
the rights of Players are reported on the site and/or by email no later than
10 days before the changes come into force. Continued use of the platform
after the specified date means acceptance of the new Terms.
17. Contact Information
For all questions related to these Terms, please contact:
Legal address: Entertainment Art B.V.,
Heelsumstraat 51, Curaçao.
Pingwin Casino reminds you: gambling is intended only for adults. Play
responsibly and only within your capabilities. If the game ceases to be
entertainment — seek help.
