Good day,

on September 25, I set self-restrictive measures and the ban on disabling gambling was not observed, which did not comply with the GAME PLAN in which it is written: "If the Participant uses the Self-Restrictive Measure, Chance must not led to non-compliance with the measures set by the Participant. "

I attach to the attachment photos of the screen on which you can see, all the settings. However, it is incorrectly written that it will not be set until after midnight. As it is written: "The newly registered Registrant must thus individually set or reject the Self-Restrictive Measures within thirty (30) days from the start of the Registration."

I understand the other points: "If the Participant eases its Self-Restrictive Measure, Chance is obliged to make the change at the earliest with effect from the seventh day from the date of the change by the Participant."

And here's probably your mistake. "If the Participant tightens its Self-Restrictive Measure, Chance is obliged to make the change without delay, but no later than within 24 hours from the moment the change is entered by the Participant."

ONLY the self-restraining measure was not tightened, but was SET.

Dobry den, 

dne 25. zá?í jsem nastavoval sebeomezující opat?ení a nebyl dodr?en zákaz znemo?nění hraní ?ím? se nedodr?el HERNí PLáN ve kterym je psáno: "Vyu?ije-li ú?astník Sebeomezující opat?ení, nesmí mu Chance umo?nit ú?ast na Kurzové sázce nebo na dal?ích hazardních hrách provozovanych Chancí, je? by vedlo k nedodr?ení opat?ení nastavenych ú?astníkem."

Do p?ílohy p?ikládám fotografie obrazovky na které je vidět, v?echno nastavení. Nicméně chybně zapsáno, ?e se nastaví a? po p?lnoci. Jak se pí?e: "Nově registrovany ?adatel o registraci tak musí Sebeomezující opat?ení jednotlivě nastavit nebo jejich nastavení odmítnout ve lh?tě t?iceti (30) dn? od zahájení Registrace."

Chápu dal?í body: "Zmírní-li ú?astník své Sebeomezující opat?ení, je Chance povinna provést změnu nejd?íve s ú?inností od sedmého dne ode dne změny ú?astníkem."

A zde nastala z?ejmě Va?e chyba. "Zp?ísní-li ú?astník své Sebeomezující opat?ení, je Chance povinna provést změnu neprodleně, nejpozději v?ak do 24 hodin od okam?iku zadání změny ú?astníkem."

JEN?E sebeomezující opat?ení nebylo zp?ísňováno, ale bylo NASTAVOVáNO.

Dear David,

Thank you very much for submitting your complaint and forwarding all the screenshots. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Which exact limit you have tried to set?

I hope we will be able to help you to resolve this issue as soon as possible. I will be waiting for your reply patiently.

Best regards,

Petronela

Maximum amount of net loss per day: 200, -

Maximální vy?e ?isté prohry za den: 200,-

Could you please clarify why do you believe it is written incorrectly that limits will be set after midnight only? 

I set the limits during registration, so they should be valid immediately. But they didn't set up for 24 hours. Thanks to that, I lost more than I wanted.

Limity jsem nastavoval p?i registraci, tak?e měli byt platné ihned. Ale nastavili se a? za 24 hodin. Díky tomu jsem prohrál víc ne? jsem chtěl.

I checked the conditions, Responsible Gaming, and I found this https://www.chance.cz/napoveda/kategorie/601-regulace-sazeni-2017 :

"I heard something about the temporary account. What is it?

It is part of the new registration, so it applies to new bettors. First, a temporary account valid for 30 days will be created, during which it will be necessary to set up self-restrictive measures, verify the means of payment and visit the branch. If you do not make it, the temporary account will expire. Restrictions will apply to the temporary account, such as deposits up to a maximum aggregate of CZK 3,000. Only after all the conditions have been met will a permanent account be created without restriction. "

"Can I change my self - restraint?

You can, but the change will not take effect immediately. When the measure is tightened (you set a harder limit) it will be at the next midnight, when easing (softer limit) even at midnight on the seventh day - again, it follows directly from the law. In addition, if you deny access to your account, you won't be able to make the change until your restrictions expire. "

Can you please clarify whether your account was temporary or permanent? Thank you in advance.

Zkontrolovala jsem podmínky, Responsible Gaming, a tohle jsem na?la https://www.chance.cz/napoveda/kategorie/601-regulace-sazeni-2017:

"Sly?el jsem něco o do?asném kontu. Co to je?

Je sou?ástí nové registrace, tyká se tedy novych sázka??. Nejprve vznikne do?asné konto platné 30 dní, během kterych bude pot?eba, nastavit sebeomezující opat?ení, ově?it platební prost?edek a nav?tívit pobo?ku. Kdo to nestihne, tomu do?asné konto zanikne. Na do?asném kontu budou platit omezení, nap?íklad vklady do maximální souhrnné vy?e 3 000 K?. A? po splnění v?ech podmínek vznikne trvalé konto bez omezení."

"M??u si sebeomezení změnit?

M??ete, ale změna se neprojeví hned. P?i zp?ísnění opat?ení (nastavíte si tvrd?í limit) to bude o následující p?lnoci, p?i zmírnění (měk?í limit) dokonce a? o p?lnoci sedmého dne – opět to vyplyvá p?ímo ze zákona. Navíc, pokud si znemo?níte p?ístup ke kontu, bude mo?né změnu udělat a? ve chvíli, kdy vám omezení vypr?í."

M??ete prosím objasnit, zda byl vá? ú?et do?asny nebo trvaly? P?edem moc děkuji.

The account was temporary. I set everything right during registration. I did not increase or decrease the limits. I set the limits.

ú?et byl do?asny. V?e jsem nastavil hned p?i registraci. Limity jsem nezvy?oval ani nesni?oval. Limity jsem nastavoval.

Thank you very much, David, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello David.

It looks like that the limits should be set from next midnight. Do you have your game logs? I would like to check it. If you can't access your game logs, please describe when exactly did you create an account (time) and what happened then? Please write to me if you managed to get some winnings or lost everything. (the progress of your gameplay) How many deposits did you make and the value of them? Thanks.

24. 9. 2020 23:55 registration

25.9.2020 00:13 Maximum amount of net loss per day: 200, -

24. 9. 2020 23:55 registrace

25.9.2020 00:13 Maximální vy?e ?isté prohry za den: 200,-

I was in contact with the support of the casino, and they confirmed that:

The daily loss limit should be effective immediately if you set it during registration.

You shouldn't be able to lose more than 200CZK in your case.

I want to invite the casino representatives into the discussion. Please explain to us what happened in this case.

We would like to ask the Chance Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

David, please contact the casino support again. They cannot provide information directly to us, but we informed them about your case, and they will answer you and hopefully give some explanation/refund.

Hello David, from casino support we got information that your case is resolved. Can you please confirm it?

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.