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    Pingwin Casino User Agreement

    Effective Date: May 26, 2025

    1. Definitions

    1.1. Company: Entertainment Art B.V., registered at Heelsumstraat 51, Curaçao, license № 1668/JAZ.
    1.2. Site: The website www.pingwincasino.com and its related mobile applications.
    1.3. You, Player, Client: An individual who has registered an account on the Site.
    1.4. Services: Online casino, sports betting, promotions, and other products offered by the Company.

    2. Acceptance of Terms

    2.1. By creating an account or accessing the Services, you enter into a legally binding agreement with the Company and confirm your acceptance of this Agreement and all documents listed in clause 2.3.
    2.2. If you disagree with any provision, you must immediately cease using the Site.
    2.3. This Agreement is supplemented by the following documents, published on the Site:

    • Privacy Policy
    • Responsible Gaming Policy
    • AML Policy
    • Sports Betting Rules (if applicable)
    • Other relevant documents.

    3. Age and Territorial Restrictions

    3.1. Services are available only to individuals aged 18 or the legal age in their jurisdiction, whichever is higher.
    3.2. Players in restricted countries, including but not limited to the USA, UK, Malta, UAE, Netherlands, and North Korea, are prohibited from registering accounts or depositing funds. The full list of restricted countries is available on the Site and may be updated without prior notice.

    4. Responsible Gaming and Self-Exclusion

    4.1. The Company supports responsible gaming by providing tools such as self-exclusion, deposit limits, gaming pauses, and self-assessment tests.
    4.2. Self-exclusion requests are processed within 24 hours and remain in effect for a minimum of six months, unless a longer period is specified by the Player.
    4.3. Gambling is intended for entertainment purposes only and should not be viewed as a source of income or a solution to financial issues. Players are encouraged to use account limits to manage time and spending.
    4.4. For support, Players may contact the following organizations:

    • GamCare
    • Gamblers Anonymous
    • Gambling Therapy

    5. Registration and Verification (KYC)

    5.1. Players may register by:
    a) “One-click” registration with auto-generated login credentials, requiring a valid email later; or
    b) Providing a valid email and password.
    At first login, Players must provide their full name, date of birth, phone number, country, and address. All data must be accurate, and the Company may request documents (e.g., passport, utility bill, or bank statement not older than 3 months) at any time.
    5.2. Withdrawals are limited to €2,000 until KYC is completed.
    5.3. Failure to comply with KYC requirements may result in account suspension or closure.
    5.4. Email verification is required via a unique link sent to the provided email. Withdrawals are not permitted until email verification is complete.
    5.5. Players must keep personal information up to date. Failure to do so may lead to account restrictions, suspension, closure, or cancellation of pending payments.
    5.6. The name on the Player’s account must match the name on any payment method used for deposits or withdrawals. Mismatches may result in transaction rejections or account suspension.
    5.7. The Company may conduct security checks to verify identity, age, source of funds, or other details, including requesting information from payment providers or credit bureaus.
    5.8. Checks comply with Curaçao’s National Ordinance on the Reporting of Unusual Transactions and the Company’s anti-money laundering and counter-terrorism financing policies.
    5.9. The Company may conduct ongoing KYC checks, including verification of identity, location, and source of funds, to comply with anti-money laundering regulations. Players must provide requested documentation promptly.
    5.10. Players are encouraged to enable two-factor authentication (2FA) and other security features to protect their accounts.

    6. Deposits and Withdrawals

    6.1. Deposits must be made using payment methods registered in the Player’s name. Players confirm they are the lawful owners of these payment methods, their use complies with applicable laws, and they meet the legal age requirements in their jurisdiction.
    6.2. The minimum deposit is €10 (or equivalent).
    6.3. Withdrawal requests are processed within 24 hours after all required checks, including KYC completion and deposit confirmation. Withdrawals are made to the same payment method used for the corresponding deposit.
    6.4. The Company may charge a fee for withdrawals of funds not used in gameplay, covering actual payment system costs. Player funds are held in separate accounts solely for wagering and related fees, ensuring protection from other uses. For bank transfer refunds, all banking fees are deducted, and processing may take up to 30 calendar days.
    6.5. The gaming account is not a bank deposit; funds do not accrue interest or fall under deposit insurance schemes.
    6.6. Players confirm the legal origin of deposited funds and agree not to initiate chargebacks. In case of chargebacks or payment reversals, Players must reimburse the Company for all incurred costs, and the Company may offset any losses or fees against the Player’s account balance. Violations may result in account suspension or closure per Section 18.
    6.7. All transactions are processed via licensed payment providers, who act as intermediaries and are not liable for additional fees, service quality, or costs beyond transaction processing. Players agree to provider terms if not in conflict with this Agreement and are responsible for all transaction-related fees, including bank commissions.
    6.8. Each deposit must be wagered at least once (100% turnover) before withdrawal; otherwise, a 10% fee may be charged to cover processing costs. Turnover is met if the deposit is used in an active bonus.
    6.9. For wins exceeding €100,000 (or equivalent), the Company may set a daily withdrawal limit after notifying the Player.
    6.10. Withdrawals in cryptocurrency are allowed only for winnings from bets made with deposits in the same cryptocurrency. Withdrawals are made to the same wallet from which the deposit was made.
    6.11. Players must promptly pay all fees, taxes, and charges related to Site usage. Payments are irreversible after clicking “Pay,” which enables the 1-Click payment feature (repeat payments without re-entering card details). This can be disabled in account settings. If Players disagree with payment terms, they must contact Support before proceeding.
    6.12. The maximum single withdrawal amount depends on the payment provider’s limits. Large withdrawals may be processed in installments.
    6.13. Daily withdrawal limits by account status:

    Status Fiat Limit Crypto Limit (Equivalent)
    Bronze €5,000 €100,000
    Silver €5,000 €100,000
    Gold €10,000 €100,000
    Platinum No limit No limit

    Total monthly withdrawal limit for all statuses is €1,000,000 unless otherwise agreed in writing.
    6.14. The Company is not liable for bank rejections, payment system failures, or currency exchange rate fluctuations. Conversion rates are updated via Open Exchange Rates. Payment providers are not liable for pricing or card-related failures; cardholders bear full responsibility for timely payments.
    6.15. For Players using multiple deposit methods, the Company may split withdrawals across these methods at its discretion, in accordance with anti-money laundering policies.
    6.16. Withdrawals are available only to Players who have made at least one deposit before submitting a withdrawal request.

    7. Use of Services

    7.1. Services are for personal entertainment only. Commercial use, multi-accounting, automated betting, or acting on behalf of third parties is prohibited.
    7.2. If duplicate accounts are detected, the Company may:
    a) Cancel all bets and winnings from primary and/or duplicate accounts;
    b) Retain or refund deposits after deducting costs;
    c) Demand return of all winnings, bonuses, and funds obtained via duplicate accounts.
    7.3. Bets are final after server confirmation and cannot be canceled, except in cases of technical errors (see section 10).

    8. Bonuses and Promotions

    8.1. General Terms

    Bonus terms are specified per promotion and published separately. Bonuses are activated during gameplay and subject to the conditions below.

    8.2. Bonus Usage and Wagering

    Players have a main account (withdrawable at any time unless restricted by active bonuses) and a bonus account. Bonus funds, including no-deposit bonuses, deposit bonuses, and free spin winnings, are credited to the bonus account and locked until wagering requirements (wagers) are met. For deposit bonuses, both the deposit and the bonus amount (calculated as a percentage of the deposit) are credited to the bonus account. Funds are used first from the bonus account, then the main account, with the interface displaying a combined balance. Upon meeting wagering requirements, bonus funds are transferred to the main account for withdrawal. Free spin winnings are credited to the bonus account with wagering requirements as stated in the bonus terms. Bets in Real Money or progressive jackpot games do not count toward wagering. Game contribution rates (e.g., slots typically contribute 100%) are listed in each bonus’s terms. If the bonus balance reaches €0 and there are no pending bets, the bonus is canceled, and the bonus account is closed.

    8.3. Bonus Abuse

    Any abuse of bonus offers, including but not limited to arbitrage betting, “clean profit” schemes, or other manipulation strategies, results in immediate cancellation of the bonus and any related winnings.

    8.4. No-Deposit Bonuses

    No-deposit bonuses are automatically credited to the bonus account without requiring a deposit. Withdrawals from no-deposit bonuses are allowed only after full account verification and the first deposit is made and wagered. Maximum withdrawal limits apply as defined in each promotion.

    8.5. Account Uniqueness Requirement

    Withdrawals are permitted only from verified, unique accounts. Any duplicate accounts will lead to cancellation of bonuses and winnings.

    8.6. Active Bonus Restrictions

    Withdrawals are not processed while any bonus or free spins are active. Players may cancel active or pending bonuses via Support. Canceling a deposit bonus also cancels associated free spins and winnings. Canceled or expired bonuses cannot be restored. Bonuses expire as specified in promotion terms or within 60 days if no period is stated, unless extended at the Company’s discretion.

    8.7. Bonus Limitations

    Bonuses have no cash value, are non-transferable, and cannot be exchanged for other benefits.

    8.8. Bonus Eligibility

    Only one bonus of each type may be activated per unique email, IP address, device, phone number, or payment account.

    8.9. Bonus Management

    The Company may limit bonus size or frequency if the deposit-to-bonus ratio is deemed disproportionately low (e.g., deposits below 20% of total bonus value). No-deposit bonuses from social media channels are limited to one per calendar month unless otherwise specified.

    8.10. Game Switching Restriction

    Free spins and bonus games must be completed before switching to other games. Switching games during active free spins results in the cancellation of associated winnings.

    8.11. Contribution Rate Changes

    The Company reserves the right to change game contribution rates toward wagering at any time without prior notice. Current rates are published in the specific bonus terms.

    9. Prohibited Actions

    9.1. Prohibited actions include, but are not limited to:

    • Fraud, money laundering, collusion, or use of stolen payment methods.
    • Use of bots, scripts, artificial intelligence, or automated tools for betting, predictions, or bypassing the Site’s interface.
    • Transfer, sale, or sharing of accounts with third parties.
    • Uploading or distributing harmful content (viruses, malicious code, spam) or attempting to hack, access data, or conduct DDoS attacks.
    • Using aggressive, offensive, or threatening language toward Company staff or other users.

    9.2. Upon suspicion of violations, the Company may cancel bets, freeze accounts, and notify regulators or law enforcement.
    9.3. If Players discover errors or vulnerabilities, they must:
    a) Not exploit them; and
    b) Immediately notify Support.
    Violations result in cancellation of related winnings and reimbursement of Company costs.
    9.4. Players must not use VPNs, proxies, or similar tools to circumvent geo-blocking or jurisdictional restrictions, nor access the Services from prohibited jurisdictions listed on the Site.
    9.5. The Services are not offered to individuals or entities subject to the United States, European Union, or other global sanctions or watchlists. Players confirm they are not subject to such sanctions.

    10. Errors, Malfunctions, and Bet Cancellation

    10.1. In case of obvious coefficient or game errors, the Company may adjust the bet to the correct coefficient or void it with a refund.
    10.2. If a malfunction occurs during a game round, affected bets are voided, and funds are refunded.
    10.3. The Company is not liable for technical issues caused by the Player’s equipment, software, or internet provider but will make reasonable efforts to restore Site functionality.
    10.4. The Company may limit, reject, or cancel bets before server confirmation without explanation.
    10.5. If funds are erroneously credited and used for betting, the Company will notify the Player via email and cancel related bets and winnings. Such funds must be returned upon request.
    10.6. The Company and its providers are not liable for direct or indirect losses due to software, calculation, or data entry errors.
    10.7. All games use certified random number generators (RNG) verified by independent labs. The Company does not influence outcomes. Server results prevail over device-displayed results.

    11. Complaints and Dispute Resolution

    11.1. Complaints must be submitted via live chat or [email protected] and are resolved within 14 days.
    11.2. Additional checks may extend resolution to 30 days, with prior notification to the Player.
    11.3. Server logs and communications may be used as evidence.
    11.4. Complaints containing profanity, false information, or insults may be ignored.
    11.5. If unsatisfied with the Company’s resolution, Players may contact eCOGRA at [email protected]. eCOGRA’s decision is final for the Company.
    11.6. If disputes remain unresolved after eCOGRA review, Players may contact the Curaçao Gaming Control Board for further recourse.

    12. Changes to Terms

    12.1. The Company may amend this Agreement for commercial, legal, or technical reasons. Updated terms are published on the Site at least 7 days before taking effect. Players are solely responsible for reviewing amendments to stay informed of changes. Continued use of Services after this date constitutes acceptance of changes.

    13. Force Majeure

    13.1. The Company is not liable for delays or failures due to force majeure, including but not limited to natural disasters, wars, civil unrest, labor disputes, DDoS attacks, or other cyberattacks affecting the Site.
    13.2. Obligations are suspended during force majeure, with deadlines extended accordingly. The Company will make reasonable efforts to minimize disruptions.

    14. Applicable Law and Jurisdiction

    14.1. This Agreement is governed by the laws of Curaçao. Disputes unresolved via complaints or ADR are subject to the jurisdiction of Curaçao courts.

    15. Language Versions

    15.1. The Agreement’s original language is English. In case of discrepancies, the English version prevails.

    16. Support

    16.1. Support is available 24/7 via:

    16.2. Escalated requests are handled within 48 hours.

    17. Account Security

    17.1. Players must keep usernames and passwords confidential and not share them. Password recovery is available via the Site’s “Recover Password” function.
    17.2. Players are fully responsible for all actions taken through their account, including by third parties with or without their knowledge, and for losses due to compromised credentials.
    17.3. Players must notify Support immediately of suspected unauthorized access and provide evidence if requested.
    17.4. The Company is not liable for damages from unauthorized use of credentials if the Player failed to ensure their confidentiality.
    17.5. Usernames must not contain offensive, obscene, or discriminatory content. The Company may change or block non-compliant usernames or accounts.

    18. Account Suspension and Termination

    18.1. The Company may close a Player’s account without notice if:
    a) Services are discontinued for all or some Clients;
    b) The account is linked to a previously closed or blocked account;
    c) The account is involved in fraud, collusion, Site interference, or security attacks;
    d) The account violates applicable laws;
    e) The Player posts offensive or hateful content;
    f) The Player’s actions harm the Company’s reputation or pose significant risks, as determined by internal reviews.
    18.2. The Company may terminate this Agreement by notifying the Player via their registered email.
    18.3. Except in cases under sections 7.2 and 9, unclaimed balances are refunded after deducting debts. If the Player cannot be contacted within 90 days, funds are transferred to a Company transit account or regulatory authority until claimed.
    18.4. Players may close their account via Support, subject to withdrawal and offset rules (sections 6 and 7).

    19. Service Changes

    19.1. The Company may modify, enhance, or update Services to improve functionality, security, or user experience.
    19.2. Major changes are announced via Site news or email. Continued use of the Site after changes constitutes acceptance.

    20. Limitation of Liability

    20.1. Players use the Services at their own risk, making independent betting decisions.
    20.2. The Company, its affiliates, licensors, and employees are not liable for any special, incidental, direct, indirect, or consequential damages (including loss of profits, business interruption, or data) arising from Service use, except for death or personal injury caused by the Company’s negligence.
    20.3. The Company is not liable for disruptions caused by third parties, external resources, or data interception beyond its control.

    21. Breach and Compensation

    21.1. Players must indemnify the Company, its affiliates, directors, employees, and partners against claims, losses, or costs arising from:
    a) Breaching this Agreement or applicable laws;
    b) Account use by third parties with or without the Player’s knowledge;
    c) Misappropriation of winnings or funds obtained through violations or errors.
    21.2. Upon breach, the Company may:
    a) Notify the Player to cease violations;
    b) Suspend the account pending investigation;
    c) Block the account without notice;
    d) Cancel bets, winnings, or bonuses obtained in violation;
    e) Deduct losses or costs from the Player’s account.
    21.3. The Company may cancel usernames and passwords and terminate the Agreement for significant breaches.

    22. Intellectual Property

    22.1. All Site content (text, graphics, software, logos, sounds, animations) is protected by copyright and other rights owned by the Company or its licensors. Content may be downloaded or printed for personal, non-commercial use only.
    22.2. Site use does not grant Players intellectual property rights.
    22.3. Unauthorized use, reproduction, or modification of trademarks, logos, or materials is prohibited.
    22.4. Players must notify the Company of known violations and assist in investigations.

    23. Personal Data

    23.1. The Company processes personal data in accordance with the Privacy Policy and Regulation (EU) 2016/679 (GDPR).
    23.2. By registering, Players consent to the processing of their personal data for the purposes of executing this Agreement, complying with legal obligations, and improving Services.
    23.3. Personal data is shared only with third parties necessary for Service provision (e.g., payment processors) or as required by law, as detailed in the Privacy Policy.

    24. Waiver of Rights

    24.1. The Company’s failure or delay in exercising any right or remedy does not constitute a waiver or exempt Players from obligations.

    25. Severability

    25.1. If any provision is deemed invalid or unenforceable, it is severed, and the remaining provisions remain in force.

    26. Links

    26.1. The Site may contain links to third-party resources outside the Company’s control. The Company is not liable for their content, actions, or advertisements. Players follow links at their own risk.

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