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The problem is that Casino Change has a register of lost funds (money), it's at the top of the screen and tells you how much money you've already lost. And this registry serves more purposes as we know, but I have such a problem. I had it stated that I lost, for example, CZK 47,999 and from day to day I am there, for example, CZK 300 in a plus balance. And the only way to clear the amount is to win. But I didn't receive any winnings as possible? It's right I'm not mistaken that no. The register is treated by law if I'm not mistaken. thank you for answer

Jde o problém že casino Change má registr prohranych prostředků (penize) je to nahoře na displeji a hlásí vám to kolik už jste prohráli peněz. A tento registr slouží k více účelům jak víme,ale já mám takový problém . Já tam měl uvedeno že jsem prohrál např. 47 999kc a ze dne na den jsem tam třeba 300kc v plusovem zůstatku. A to jediné jak jde vymazat danou částku je tak že vyhrajete.ale já jsem žádnou výhru neobdržel jak je to možné ? Je to správně nemýlím se že ne.tenregistr je zákonem ošetřeny jestli se nepletu. Děkuji za odpověď

Dear luciejarosova916,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

Have you tried communicating this issue with the casino directly?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, I shared the casino and they said they would give it to specialists and it's been two days and still nothing is happening. They do not match

What exactly you need to know I am fully available

Ano zdělil jsem to casinu a řekli že to dají specialistů a už je to dva dny a stále se nic neděje. Neodpovídají

Co přesně potřebujete vědět jsem plně k dispozici

Could you please clarify why do you need these records? How exactly we could try to self the issue?

I'm talking about you playing slot machines and in every Czech casino there is a condition that they show you how many plus or minus you are in the games played and I had, for example, 40,000 - 60,000 CZK minus. We understand? And suddenly I go to top up my account and play, and I see that I'm in a positive result. And the only way it would be possible is that I grabbed the jackpot, because there is no other way to balance the minus funds and they have been silent for 4 days and pretend that nothing happened and I solved it with them for about 5 days.

Jde mě o to hrajete automaty a v každém českém kasinu je podmínka že vám ukazujou kolik jste plus nebo minus v hraných hrách a já tam měl například 40 000 - 60 000 Kč minus. Rozumíme si? A najednou si jdu dobít účet a zahrát si a v tom vidím že jsem v plusovém výsledku. A jediná možnost jak by to bylo možné je že jsem chytl jackpot,protože jiná možnost jak srovnat na kontě minusové prostředky není a už 4 dny mlčí a dělají že se nic nestalo a přitom sem to s nimi řešil asi 5 dní

Have you had any winnings that were not credited to your account while playing?

Again, I was in the casino -40,000 and suddenly I'm in the red and this is not possible in our country because everything is controlled by the authorities so that people do not play on social benefits, etc .. you probably do not understand me

Znovu říkám byl jsem v daném casinu -40 000 a najednou jsem v plusu a to není v naší zemi možné jelikož vše kontrolují úřady kvůli tomu aby nehráli lidi na sociálních dávkách atd.. asi mě nerozumite

I do understand but probably it's just a technical problem. I would like to know if you are aware of any winnings that haven't been credited correctly to your account. If not, I'm not sure how we could help.

When I first notice that I have it there in my account, I wrote them that they would write to me that it was an internal error, but Mr. wrote that he would give it to the competent department and it was already a week and they did not call me even though I wrote them a counter of lost bets goes the same way that I'm still +

Když jsem si toho poprvé všimnout že to tam tak mám na svým účtu tak jsem jim napsal že mě napíšou že to je interní chyba ale pan napsal že to dá na kompetentní oddělení a už je to týden a neozvali se i když jsem jim psala a počítadlo prohranych sázek jede furt stejně že jsem furt +

Since the entire issue seems to be a technical one and you are not aware of any winnings that haven’t been credited correctly to your account, I’m afraid we will be forced to reject your complaint. 

Let me know if there is any additional information that I have overlooked otherwise. I really wish I were of more help. Thank you.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.