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FAQs

 

 Terms and Conditions

Q: How can a Player accept the Terms and Conditions?

A: During the registration process, it is mandatory to read and accept the Terms and Conditions governing your access to the Site or use of any of its parts or its services.

In the event that you do not agree with all the Terms, then you will not be allowed access to the Site or its services.

Q: Can there be any modification of the Terms and Conditions?

A: Yes. OPAP S.A., at its sole discretion, may, at any time, modify or replace these Terms and Conditions, but will do so, only after notifying you via a relative post on the Site. You shall be responsible for reviewing and becoming familiar with the then-current Terms and Privacy Policy, by regularly checking for possible amendments in order to be sure that you agree with them. Your continued use of the Site or any part of it after any modifications to the Terms and the Privacy Policy constitutes your acceptance of the modifications.

 

Use of Site

Q: Can I share my Account with another person?

A: No. This Site and its services are for your personal use only.

 

Registration and Use of Account

Q: How can I register to the Site?

Α: Now you can easily register to Pamestoixima.gr. Just follow the steps below:

Step 1: Select “REGISTER” at homepage

Step 2: Fill in all mandatory fields (symbol *)

When finished tick the boxes regarding self-exclusion, acceptance of terms and conditions and commercial communication.

Step 3: Click “Create account”

Promptly, you will receive an e-mail in order to activate your account.

Step 4: Follow the instructions, click on the link and your account will be activated.

Note: Your account is temporary and you have to verify it in 30 days (since your registration).

Q: I am under 21 years old. Can I use the Site?

A: No. Only people who are over the age of 21 have the right to use the Site.

Q: I have Internet access from abroad. May I register and make use of the services of this Site?

A: No. Only people who have Internet access from the Greek Territory preserve the right to participate in the Site.

Q: Can I create more than one Account?

A: No. Each Player is allowed to have only one Account.

Q: What do I have to do if I forget my password?

A: In the event that you have forgotten your password, you may click the “SIGN IN” button in the homepage, select “Forgotten Password” and follow the instructions. For any questions you may contact our Customer Service department via e-mail: team@pamestoixima.gr or by phone: 18280*.

Q: What do I have to do if I cannot log into my Account?

A: You may immediately contact us by phone or via e-mail. Please, confirm that your e-mail address is valid.

Q: What must I do in order to create an Account?

A: Opening an Account takes only a few minutes. For safety and Responsible Gaming reasons you will have to enter your full name, age, address, the number of your identity card or your passport and finally a valid e-mail address. Just after you enter the above information an e-mail containing your personal Account activation link will be sent to your e-mail address.

OPAP S.A. will ask you to provide the necessary documentation for the verification of all the above information. The range of the documentation needed will be determined solely by OPAP S.A., according to the risk analysis, so that we can be sure that you are the person you claim to be. The identity verification process will take place when OPAP S.A. draws up the customer relationship and before the first payment of any profit to a Player.

For the security of your Account, you should not disclose your user name and password to anyone.

Playing Casino

Q: How do I play in Live Casino?

A: To use Live Casino services, you will need to visit the “Live Casino” section at the top of our home page and select the game you want to play, by clicking on it.

Q: Why do I need a nickname to enter a Live Casino game?

A: The nickname forms part of your virtual identity and facilitates your participation in other games and interaction with other players as well.

Q: What can I do if there is a connection issue while in a Live Casino game?

A: In case of a connection problem in the course of your game, you can first restart the mobile application or browser, and then try to reconnect to the game. If the problem persists, you can contact our Customer Support through one of the available methods in the Contact section and report the issue.

Q: How do I play in the Casino?

A: Click on the Casino  tab at the top of our homepage and therein you may find a variety of games. To start a game simply click on the game icon you want to join. Depending on the game, select the bet amount you want to place per spin. After selecting the bet amount, you can play by pressing the Spin button in the game window. After clicking on it, the rollers start spinning and as soon as they stop, in the event of a win, the payout is made based on the game paytable.

Q: I don’t know the rules of a Casino game. What should I do? 

A: In this case, once you decide which game you want to play, place the cursor over the corresponding icon in the game (i).

Q: Where can I find the history of the games I participated in?

A: If you participated in the game with real money, the games will be stored in your History.

Q: How fair is playing at the Casino? 

A: We guarantee fair play. The Casino functions use a certified Random Number Generator (RNG), which guarantees that all numbers and values are totally random.

 

Closing your Account

Q: Can I close my Account?

A: Yes. You preserve the right to close your Account at any time

You should contact OPAP S.A. and when your ID is confirmed, your Account shall be closed immediately provided you comply with the above mentioned condition.

Q: Can OPAP S.A. unilaterally close a Player Account?

A: Yes. We can suspend the operation of a Player Account if there are suspicions that the Player has acquired profits illegally or has violated the law or the conditions associated with his online Player Account.

 

Transactions

Q: How can I make a deposit?

A: In order to make a deposit you can use six payment methods:

1. At any OPAP’s land based store, that offers TORA services according to the terms of the Accession Agreement.

2.With a debit, credit or prepaid card instantly. Cards from Alpha Bank, National Bank, Eurobank and Piraeus Bank are acceptable. The minimum deposit limit is 10 euros and for every transaction there is no expense from OPAP S.A.

3. With bank deposit and direct debit of your account, through the services which your bank provides (Web Banking, Phone Banking, branches). There isn’t any minimum deposit limit.

4. With Paysafecard. It is a quick, safe and convenient method of electronic transactions. The procedure is simple: Login to your pamestoixima.gr account, click on the “DEPOSIT” button and then select “Paysafecard” from the payment options. Enter the deposit amount and click “Next”. You will then be redirected to the Paysafecard website where you will need to enter your “My Paysafecard” credentials and confirm your payment. Once complete, the amount will be credited to your casino account.
The minimum deposit limit is 5 euros and there isn’t any expense from OPAP S.A. for your transaction.
Note: The maximum amount you can transfer depends on the limit you have set on “Responsible gaming limits”.

Important notice: Please be aware that as of the 23rd of March 2017 all Paysafecard deposits must be made via a personal, My Paysafecard account. To open a My Paysafecard account please visit www.paysafecard.com.

5. Skrill is an electronic wallet (e-wallet) that allows you to transfer money to and from your pamestoixima.gr account quickly and safely. Now you can easily deposit funds using your Skrill account. Just enter the amount you wish to deposit and your SKRILL e-mail (the one you used when you created your Skrill account). For security reasons you will be redirected to SKRILL’s website where you should confirm your payment. The minimum deposit limit is 5 euros and there isn’t any expense from OPAP S.A. for your transaction.

6.PayPal is an electronic service that allows you to transfer money to your OPAP online account quickly and safely. Now you can easily deposit funds using your PayPal account. Just enter the amount you wish to deposit and login with your PayPal credentials. For security reasons you will be redirected to PayPal’s website where you should confirm your payment. The minimum deposit limit is 5 euros and there isn’t any expense from OPAP S.A. for your transaction.

Note: The maximum amount you can transfer depends on the limit you have set on “Responsible gaming limits”.

Note: If you have made a deposit with a card other than Visa or Mastercard, this card will not be eligible for withdrawal.

 

Q: Is there a maximum deposit amount?

A: Yes. The maximum amount you can deposit, depends on the limit you have put on “Responsible gaming limits”.

Q: How can I make a withdrawal?

A: With IBAN

You must first verify your IBAN and your account. Upon withdrawal, the money will be deposited into an IBAN bank account, which you have selected and you can change at any time.

 

Via card (Visa / Mastercard accepted)

You must first verify your IBAN and have done a deposit from the same card.

Note: Only the last card used for deposit can be used for withdrawal and only after verifying its details (attaching a photo on the front side).

The minimum withdrawal amount is € 30.

Via Skrill account

You have to verify your pamestoixima account first. Then OPAP S.A. will check that the Skrill account indicated belongs to you so as to proceed with the approval of the withdrawal.

OPAP SA strives to fulfill your requests for Withdrawal via your desirable transaction method. Although, in special occasions, due to security reasons and after your prompt notification, OPAP SA reserves the right to suspend for a short period of time or permanently the right of use of one or more transaction methods from a player’s account.

 

Wager related questions

Q: What is the minimum and the maximum Wager amount?

A: The minimum and maximum wager amounts is game dependent.

Q: Is there any withholding of tax for the Greek Players?

A: According to the law 4141/2013 (Official Gazette published A’ 81) our Players’ net profits are subject to the following tax rates per session:

• Tax-free (Tax 0%): session net profits up to 100 euros
• Tax 15%: session net profit from 100.01 to 500 euros (The tax is charged on the profits which exceed 100 euros)
• Tax 20%: session net profit from 500.01 euros or more (The tax is charged on the profits which exceed 500.01 euros)

Q: Is there a commission on deposits or withdrawals?

A: No. OPAP S.A. does not charge deposits and/or withdrawals. Any transaction costs arise from the financial institution you use to deposit or withdraw money from your Account. OPAP S.A. may charge transactions only in case of Account misuse and in each case as described in the text of Terms and Conditions.

 

Verification Process

Q: How can I verify my account?

A: To verify your account you can use two ways:

 

1.SUBMIT IBAN

 

A. If you submit an IBAN that belongs to EUROBANK or PIRAEUS BANK, and by uploading a photo of your document (e.g.: id, passport etc.), then you have automatically verified your account (valid from the next day).

B.If your IBAN does not belong to the banks above, all details / documents will be processed and your IBAN will be verified then (valid from the next day)

 

2.UPLOAD UTILITY BILL OR SOLEMN DECLARATION

Firstly you must upload a photo of your document (ex: id, passport etc.). Then you will be asked to provide additional documents (utility bill or solemn declaration).

If you don’t have a utility bill on your name:

  1. Print the Solemn Declaration (click here)
  2. Fill your personal data (see example)
  3. Follow the id or passport verification process at any CSC (Citizen Service Center), Police Station, City Hall, IRS, and then upload it.

Note: In case you don’t verify your account in 30 (thirty) days from your registration, then your account will be locked and you will not be able to deposit, withdraw or play.

 

Tax certificates for profits regarding our online services

Q: How can I make a request for winnings certificate?

A: OPAP SA provides TAX Certificates for profits regarding our Online Services after the electronic request of a Player through the website. The TAX Certificate that is issued is based on all gaming activities during the financial year and it is calculated by using the details and information given by the electronic gaming account of the player with the condition that the total gross profit minus the total amount spent for bets is finally positive.

More specifically, login into your account, select “Profile” (top right corner) and then click “More” option on the left menu.

Select “Winnings certificate” and enter your Tax Identification Number.

Then fill in your address and postal code.

Finally you will be asked to upload your latest annual tax assessment.

Q: When can I make a winnings certificate request?

A:A request can be submitted until 31/10 of each year and it concerns profits of the previous year, through winningscertificates.opap gr .

Q: How can I be informed about the status of my request?

A: Players who have already applied for Tax Certificate through their electronic accounts, will be informed by OPAP S.A via email and telephone about the status of their request and required actions.

 

Responsible Gaming

Q: Could I set limits or select the option of self-exclusion in order to protect myself against excessive play?

Yes. OPAP takes Responsible Gaming very seriously. Our goal is to protect our players from excessive participation in games of luck. We believe that you are always a winner when you play within limits. For this reason, we encourage you to set your deposit, participation and loss limits before starting playing. You may set daily, weekly and/or monthly limits. However, if you feel that you cannot control your game or you play more than you can afford to lose, we suggest you take a break from gaming by selecting the self-exclusion option.

If you believe that you, a friend or a relative of yours has a problem with excessive playing, do not hesitate to call 1114 helpline, which OPAP has created in partnership with KETHEA-ALFA to provide psychological support and advice. The helpline operates in complete confidentiality from Monday to Friday (09:00 to 21:00) by a fully trained staff including sociologists, social workers and psychologists. Please note that information and support are also available by email at 1114a@kethea-alfa.gr.

 

Complaints

Q: What can I do in case I have a complaint?

A: You may send any complaints regarding the use of the Site by contacting us at complaints@pamestoixima.gr or by phone 18280*.

Q: Where can a Player send his complaints?

A: A Player can send a complaint to OPAP S.A. In order to start the procedure an e-mail must be sent to the address: complaints@pamestoixima.gr.

In the e-mail the Player must include the following details:

• User ID
• Username
• Personal Information, such as:
– Name
– Surname
– Father’s name
– Date of birth
– Address
– Nationality
– E-mail address
– Phone number

• Relevant information:
– Type of complaint (e.g.: technical problem, etc.)
– The date you faced the problem
– Players request (refund, etc.)

If the information is inadequate, OPAP S.A. has the right to reject the complaint.

OPAP S.A. collects and deals with the comments the soonest possible. If the complaint hasn’t been resolved within fourteen (14) days, OPAP S.A. informs the Player about the date he will receive an answer.
The Player can be informed about the stage of his complaint by contacting the call center 18280* and giving the necessary personal information.
OPAP S.A. collects all information regarding complaints (even the ones which have been rejected) for two (2) years which are also sent, upon request, to the Greek Gaming Commission (EEEΠ).

 

 Dispute with OPAP S.A. – Filing a Complaint

Q: What should I do in the event that I have a dispute with OPAP S.A.?

A: You may report any problems you have regarding the use of the Site and our games by contacting us via e-mail: complaints@pamestoixima.gr or by phone: 18280*

However, if the situation is not resolved, you may file a complaint to OPAP S.A.
OPAP S.A. will process formal complaints from Players about the provision of Gaming. A formal complaint should include information about the Player’s identity and the reasons why it is expressed. The complaint may be dismissed if requirements are not met.

OPAP S.A. will process the complaint as soon as possible. If the complaint is not resolved within fourteen (14) days, OPAP S.A. will inform the Player about the possible date of the decision.

OPAP S.A. will store the documents relating to formal complaints, including the documents relating to rejected complaints, for at least two (2) years. These documents will be sent, upon request, to the Greek Gaming Commission (Ε.Ε.Ε.Π.).

 

 Personal Data Privacy and Security

Q: How secure is my personal information?

A: All personal data, the contents of the registration form and all other user confidential information which are sent via the Internet are protected by the latest encryption technology. Pamestoixima.gr will process a Player’s personal data only for the purposes for which they are collected (see privacy consensus text for marketing purposes, in the registration form), i.e. to provide the Player with online betting services. The Player ought to keep personal and not notify information regarding his Account and especially his password. If you become aware of any incident of violation of your personal information immediately change your password and contact OPAP S.A. by e-mail at team@pamestoixima.gr or by phone 18280*.

 

Player Accounts

GENERIC

Q: I am an existing Pamestoixima.gr player. Do I need to create a new account in order to play casino games? 

A: No, the only thing you need to do is login and wager on the casino games of your choice.

 

LOGIN

Q: When trying to log in, the webpage does not accept my password. Why & what do I need to do?

A: You will have to change your password. Just click “LOGIN” button, then select “I forgot my password” and follow the instructions.

Q: Do I have to change my Username?

A: No, your username remains the same. However, in case your username contains Greek characters and because our new platform does not support them, we have created a new username for you which was communicated via e-mail. For further information, please contact our Customer Care Team via online chat, email or by calling 18280*.

Q: I am an existing user of Pamestoixima.gr but I cannot login. I followed the instructions in order to change my password but the problem persists. What should I do?

A: Your account is inactive because you haven’t verified your personal details within 30 days of your registration. In order to activate it please send us all necessary documents: a) Photo of your ID or passport and b) Phone bill or solemn declaration. For any further information, please contact our Customer Care Team via online chat, email or by calling 18280*.

WAGERS-TRANSACTIONS

 

Q: Where can I find my transactions and wagering history?

A: In order to see your history just click My Account > Transactions History and download the pdf file. All your wagers and transactions are included.

*Calls to the five-digit number from OTE fixed network are charged in local rate (0.0565 € per minute plus fee 5% and 24% VAT). Calls from other fixed or mobile networks are charged at the current rate as determined by each operator.

 

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