Responsible Gambling
The company operating the Parimatch brand (hereinafter the "Operator" or "Parimatch") considers responsible gambling to be one of the fundamental pillars of its business. Gambling is meant, above all, to be entertainment, and for this reason the Operator provides players with tools, information and contacts that help them keep their gambling under control. This page describes the principles of responsible gambling, the available self-limitation tools, the procedures for protecting minors and at-risk players, and contact details in case a player or their loved ones need help. The Operator acts in accordance with the licence conditions granted by the regulator Curaçao Gaming Authority on the basis of the National Ordinance on Games of Chance (LOK), P.B. 2024, no. 157. The Operator regularly evaluates the effectiveness of its measures and adapts them to current regulatory requirements as well as to industry best practice. The responsible gambling policy applies to all products offered on the platform, including sports betting, casino games and live casino. The Operator also cooperates with independent organisations focused on the prevention of gambling addiction and, where necessary, provides players with contacts for professional help outside its own infrastructure.
Age Limit and Protection of Minors
Registration and gambling on Parimatch are permitted exclusively to persons over 18 years of age, or to persons who have reached a higher minimum age set by the law of their jurisdiction, where such age is higher. The Operator consistently requires identity and age verification as part of the KYC (Know Your Customer) process before a player is granted access to withdrawals or unrestricted gambling. Parents and legal guardians are advised to use parental control software on their devices, such as betblocker.org, netnanny.com or gamblock.com, to prevent minors from accessing gambling. If verification reveals that a person who does not meet the age limit has registered on the system, their account is immediately blocked, all deposits are refunded, and any winnings are forfeited to the responsible gambling fund. Customer support staff are regularly trained to recognise attempts to circumvent age verification. The Operator further recommends that parents regularly check browser history and installed applications on shared devices to minimise the risk of unauthorised access.
Self-Limitation Tools
The Operator provides players with a set of tools that allow them to set their own limits on their gambling and spending. These settings are available in the user account at https://basf-sh.cz and can be adjusted at any time in accordance with the Operator's internal rules. A reduction of an already set limit takes effect immediately, while an increase only becomes effective after a protective period of 24 hours, which is intended to prevent impulsive decisions made under the influence of emotion. All limit changes are recorded in the account history and are available for review at any time. If a player does not set their own limit, default precautionary limits set by the Operator may apply in certain jurisdictions.
- Deposit limits – a player may set a daily, weekly or monthly limit on deposits (https://basf-sh.cz/deposit-limits)
- Loss limits – restriction of the maximum loss amount for a chosen period (https://basf-sh.cz/loss-limits)
- Bet limits – setting the maximum amount of a single bet (https://basf-sh.cz/bet-limits)
- Time limits – restriction of the total time spent gambling (https://basf-sh.cz/time-limits)
- Voluntary self-exclusion – temporary or permanent account closure at the player's request via the Support Team
Self-Exclusion
A player who feels that their gambling is getting out of control may at any time contact Parimatch's Support Team and request temporary or permanent self-exclusion from all gambling activities. A self-exclusion request is processed without delay, and for its entire duration the player is not granted access to the account or to gambling. Detailed information and the procedure are available on the page https://basf-sh.cz/principles-responsible-gambling. For the duration of self-exclusion, a player may not open a new account under a different name or otherwise attempt to regain access to gambling; for this purpose the Operator maintains an internal register of excluded persons. Self-exclusion may be chosen for a fixed period, such as 6 months, 1 year, or permanently, and permanent self-exclusion cannot be revoked before the expiry of the statutory protective period even at the player's explicit request.
Recognising Risky Behaviour
The Operator runs an internal system for monitoring and evaluating gambling behaviour, the purpose of which is to identify signs of risky or problem gambling in a timely manner. If the system or the Support Team identifies warning signs, the Operator may proactively contact the player and provide them with information about the available responsible gambling tools. Furthermore, the Operator reserves the right, on its own initiative, to restrict or terminate a player's access to gambling if there are reasonable indications of excessive gambling dependence or related health problems. This right of the Operator serves solely to protect the player and is exercised with due care. Monitored indicators include, among others, a sudden increase in deposit frequency, an increasing amount of time spent gambling, repeated attempts to cancel self-imposed limits, or complaints about financial difficulties. Staff responsible for assessing risky behaviour undergo regular training focused on recognising warning signs and communicating sensitively with affected players. All measures taken in respect of a specific player are documented and subject to internal review.
External Organisations and Professional Help
If gambling stops being entertainment and begins to negatively affect the life of a player or those around them, it is recommended to seek professional help. The organisations listed below provide free counselling, support and information for people affected by gambling addiction and for their loved ones. Contact with the organisations listed is generally anonymous and free of charge, and many of them offer support in several languages and through various communication channels, including a phone line, online chat, or in-person consultations. The Operator has no access to the content of communication between a player and these organisations and does not monitor it in any way. Use of these services has no effect whatsoever on the status of a player's account with the Operator.
- Gamblers Anonymous – www.gamblersanonymous.org.uk
- Gambling Therapy – www.gamblingtherapy.org
- BetBlocker – betblocker.org (free filtering software)
- Net Nanny – netnanny.com
- Gamblock – gamblock.com
- Gamban – gamban.com (free trial available)
Contact and Complaint Resolution
For any questions related to responsible gambling, players can contact the Support Team by email at [email protected] or via live chat available 24/7 at https://basf-sh.cz. Complaints relating to responsible gambling are acknowledged within 2 business days and resolved within 5 business days, and this period may, in justified cases, be extended by up to 2 weeks. General complaints are acknowledged within 7 calendar days and resolved within 28 calendar days, with the possibility of extension by up to 4 weeks for complex cases. A formal complaint may be filed no later than 6 calendar months from the date the issue arose. If a player is not satisfied with the Operator's final response, they have the right to turn to a free-of-charge alternative dispute resolution (ADR) mechanism, binding on both parties. Possible violations of regulatory obligations can also be reported directly to the regulator Curaçao Gaming Authority at [email protected]. All complaints received are logged and retained for a period of at least 5 years for the purposes of any review by the regulator. The form for filing a formal complaint is available for download in English and may be submitted either electronically or by post. The Operator expects players to communicate courteously; repeated rude or abusive behaviour towards support staff may result in a temporary suspension of access to communication channels for a period of 1 to 3 months.
Licence and Supervision
Parimatch operates its services on the basis of a licence granted by the regulator Curaçao Gaming Authority in accordance with the National Ordinance on Games of Chance (LOK), P.B. 2024, no. 157. The Operator is subject to the supervision of this regulator and complies with all applicable requirements regarding responsible gambling, player protection and the prevention of money laundering. The full text of the responsible gambling policy is available on the page https://basf-sh.cz/principles-responsible-gambling. The Operator also complies with international standards on the prevention of money laundering, including the National Ordinance Penalization of Money Laundering (NOPML), the National Ordinance on Reporting of Unusual Transactions (NORUT), and the recommendations of the Financial Action Task Force (FATF). Processing of players' personal data is carried out in accordance with the GDPR (EU) 2016/679 and other applicable data protection frameworks. Oversight of compliance with these obligations rests with the Operator's internal compliance department.