Casinoin - プレイヤーはすべての取引の概要を要求しています。

Ladies and Gentlemen

the provider refuses to answer my GDPR request.

Kind regards

Eric G***

Sehr geehrte Damen und Herren,

der Anbieter weigert sich meine DSGVO-Anfrage zu beantworten.

Mit freundlichen Grüßen

Erik G***

Dear erikglaeser1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account is still accessible? From which period you’d like to receive your transaction report?

Moreover, I would like to inform you, that most casinos save information like this only for a specific period of time (for example 3 months, one year etc.) therefore, I am not sure we will be able to help you with this matter.

Looking forward to hearing from you.

Best regards,

Kristina

Ladies and Gentlemen

Thank you for your response. I no longer have access to my account. But even there, not all deposits were visible. I would like an overview of all transactions made since I opened the account.

Note: Every casino is obliged to document all transactions and to keep them for a longer period of time - usually 10 years. This is what the money laundering guidelines stipulate. Likewise, according to the GDPR, I have a right to inspect this data.

Thanks and best regards

Eric G*****

Sehr geehrte Damen und Herren,

vielen Dank für Ihre Antwort. Ich habe keinen Zugriff mehr auf mein Konto. Aber selbst dort waren nicht alle Einzahlungen einsehbar. Ich möchte einer Übersicht aller getätigten Transaktionen, seit dem ich das Konto eröffnet habe.

Hinweis: Jedes Casino ist verpflichtet, alle Transaktionen zu dokumentieren und über einen längeren Zeitpunkt - meistens 10 Jahre - aufzubewahren. Das schreiben die Geldwäscherichtlinien vor. Ebenso habe ich ja nach der DSGVO ein Recht auf Einsicht dieser Daten.

Danke und mit freundlichen Grüßen

Erik G*****

Thank you very much for your reply, erikglaeser1. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

I have forwarded the email.

Kind regards

Eric G***

Hallo Kristina,

ich habe die E-Mail weitergeleitet.

Mit freundlichen Grüßen

Erik G***

Thank you very much, erikglaeser1, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello erikglaeser1,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please help erikglaeser1 with his request?

We would like to ask the 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’ which may negatively affect its rating.

Hello.

We take data protection really seriously and need to identify and verify each person who seeks information about our players. Therefore, we cannot provide personal data to individuals or companies who have not been identified or verified.

According to the Privacy and Management of Personal Data Policy of Casinoin.io, a player can request access to information which was collected and retained by Casinoin.io, however, using CasinoGuru as a 'middleman' to try to obtain this information is not in line with our policies. Under Article 5.1.(f) of GDPR any processed data must be protected "...against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures (‘integrity and confidentiality’)".

Furthermore, under Article 32 of GDPR states that proper security measures must be taken "..in particular of the risks that are presented by processing, in particular from accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to personal data transmitted, stored or otherwise processed."

As per the Privacy and Management of Personal Data Policy of Casinoin.io, if the registered player has in fact requested his data to be released and was not provided with a response, he may appeal to an authorised authority, such as DPA of his country of residence.

Yours sincerely,

Casinoin

Hello,

I only called Casino-Guru as an intermediary because I did not receive any reply from you to my emails of 01/31/2022, 09/26/2022 and 12/04/2022.

I ask that my request be processed within the statutory period of 30 days and that the data be sent to my e-mail address.

Thanks.

E*** *****

Hallo,

ich habe Casino-Guru nur als Vermittler angerufen, da ich von Ihnen auf meine E-Mails vom 31.01.2022, 26.09.2022 und 04.12.2022 keine Antwort mehr erhalten habe.

Ich bitte um Bearbeitung meiner Anfrage innerhalb der gesetzlichen Frist von 30 Tagen und Zusendung der Daten an meine E-Mail-Adresse.

Danke.

E*** *****

Dear casino representative,

To be clear, we do not want erikglaeser1's data. We want to be sure that you send the data to him.

As he mentioned, he has a right to this data and has already contacted you multiple times without an answer from your side.

We would like to ask the 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’ which may negatively affect its rating.

Hello erikglaeser1,

Did you receive the requested data from the casino?

Hello,

No, unfortunately not.

Kind regards

Eric glasses

Hallo,

nein, leider nicht.

Mit freundlichen Grüßen

Erik Gläser

Hello erikglaeser1,

With my colleagues, we discussed what to do in your case because the nature of your complaint is something that we are usually not solving.

We decided that we were not the organization that should handle these complaints. (how to penalize the casinos, and for what, if the accounts were already closed. Not to mention that many of these casinos are located outside the EU, and different law is applied)

After careful consideration, we decided to close your complaint because we can't help you here. We are not GDPR experts.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Dear erikglaeser1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.