The player from Germany has sent GDPR request to casino without getting any feedback. Casino didn't respond.
Boo Casino - Player is enquiring more information about GDPR procedure.
Black points: 24
Amount: ??
Boo Casino
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4.9
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
The casino hasn't responded to my GDPR request for over 2 months.
Automatic translation:
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2 years ago
Dear Erik,
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?
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
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2 years ago
Translation
Hello Petronela,
I sent two emails to support@boocasino.com on November 26th, 2021 and January 5th, 2022 with a request for information according to Art. 5 GDPR and have never received an answer so far.
Kind regards
Eric G*****
Edited by a Casino Guru admin
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2 years ago
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A copy of my stored personal data, including the transaction list with all deposits and withdrawals as well as game history.
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2 years ago
Is your account still opened? If yes, you should be able to access your game and cashier histories.
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2 years ago
Translation
The account has been permanently closed and unfortunately I no longer have access to the data.
Automatic translation:
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2 years ago
Could you please advise how long ago was your account closed?
Meanwhile, I would suggest sending one more email requesting all the abovementioned information to support@boocasino.com and CC me (petronela.k@casino.guru) in that email.
If there's no reply, we will intervene.
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2 years ago
Dear Erik,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Hi there,
I wrote the e-mails and cc'd them?
Kind regards
Eric G*****
Edited by a Casino Guru admin
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2 years ago
That’s a long time, Erik. Please understand that casinos are not obligated to provide you with this kind of data or store your personal information for longer periods of time. I’m afraid we won’t be able to help you any further as we have no authority to force gambling establishments to share this info after closing players’ accounts.
Please let me know if there is anything we could try to help you with, otherwise, I will be forced to close this complaint. Thank you in advance for your reply and understanding.
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2 years ago
Translation
Hello Petronela,
According to Article 5 of the General Data Protection Regulation (GDPR), every consumer in the EU has the right to receive information about the storage of their personal data. The casinos have to provide this data.
In addition, you are also subject to EU money laundering laws, which means that you must store data on payments for 10 years in particular.
If you can't help me, I'll file a complaint with the MGA.
Kind regards
Eric G*****
Edited by a Casino Guru admin
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2 years ago
We can try to help you by contacting the casino directly, but please bear in mind that we can’t enforce any legality of rules.
I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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.
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2 years ago
Hello Erik,
I looked at your complaint and will do my best to help you. I would like to invite Boo Casino into this conversation. Casino, can you please specify why you didn't react to the player's GDPR request?
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2 years ago
We would like to ask the Boo 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’.
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2 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
