The player from Germany managed to registered as an underaged player. He is now requesting a deposit refund. The player didn't fill his profile in, and didn't provide any documents to verify his identity. Since the casino wasn't aware of his age, we were forced to reject the complaint.
Bitcasino.io - Player managed to register as a minor.
Amount: ??
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
I already complained to this casino in 2019 because I was able to play there as a minor.
These deposits were illegal.
That's why I asked the casino back then to refund my Bitcoin, Ethereum, XRP, Litecoin deposits.
However, the casino refused to do so. Payments took place in 2018/2019.
Now I have tried to contact the casino again and they ignore them. I also do not receive any GDPR information from them and no information about my payments and payments made so far. I deposited there with multiple accounts when I was a minor. These losses were illegal. The amount in dispute is unknown as the casino does not provide any information.
That's why I want information about my deposits at this casino and a refund,
I hope you can help me.
Automatic translation:
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2 years ago
Dear Jonas,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please advise if you have ever submitted documents to verify your identity? Could you please confirm you filled in your profile and provided the correct date of birth?
Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Good day,
I believe that at least initially no date of birth was necessary as an indication. At least until the first payout or when playing with certain providers. However, that was a few years ago. As far as I know, documents were not requested and I consider this extremely questionable with the sums paid.
I would like to provide more chat histories, but the casino is ignoring my GDPR request. This is also a reason for a complaint on my part, as I am entitled to this information under EU law.
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2 years ago
Thank you for your reply, Jonas. Unfortunately, if you didn't fill your profile in, or didn't provide any documents to verify your identity, the casino didn't have a chance to know that you were playing as underaged. The situation would be completely different if you provided this information and the casino would let you play anyway. I apologize, but we are not able to help you in this case.
Additionally, I would like to point out, that Casino.guru, unfortunately, doesn’t deal with complaints regarding GDPR, personal data storing, and Privacy Policy, therefore we cannot help you with this matter.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
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2 years ago
Translation
Hello, I know that the casino could not know anything about this. However, these bets were illegal and not valid, as gambling is only allowed from the age of 18.
However, this is ignored even though the casino is not entitled to the money.
That's why I'm reclaiming my stakes.
Since this casino is a company that operates in the EU, they are obliged to provide GDPR data information
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2 years ago
I am sorry, Jonas, but for the previously mentioned reasons, we are not able to help 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 and we will try our best to help.
