The player from the Germany is requesting a full report of collected personal information.The casino responded and stated that the player should have received an email. The player replied that they had not. An alternate email address was provided, and the casino resent the information. The player received this shortly after, and the complant was resolved.
Casino Share - The player is requesting copy of all collected personal information.
Amount: ??
Casino Share
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6.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I already applied for data disclosure in accordance with Art. 15 GDPR in December 2021, i.e. about 13 months ago (!). The casino actually has 30 days to do this.
To this day I have not received any information. In the live chat I am put off again and again.
The inquiries were sent several times to the email address data.protection@crhelpdesk.com.
According to the live chat, the applications have been received and will be processed as quickly as possible. But I've been getting this answer for about 9 months.
I remind my request every few weeks/months and send emails, but they are all ignored.
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1 year ago
Dear kaseyinho,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your request and understand your concern. However, please bear in mind that casinos are not obligated to store this kind of information for a long period of time. Could you please advise from which period you request the data? Is your account still accessible? Lastly, could you please advise what the disputed amount represents?
Looking forward to hearing from you.
Best regards,
Nick
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1 year ago
Translation
Thank you for the feedback!
The period extends from around 2017 to the present day, with the last deposit probably being around 2 years ago. This period should still be documented.
It's not about a disputed amount, it's just an overview of all deposits and withdrawals.
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1 year ago
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Addendum: Just tried to log in to Casino Share with my ID. That worked. The last deposit was made on 05/05/2020. Unfortunately, transactions can only be traced back 12 months.
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1 year ago
Dear kaseyinho,
If your data is visible only for 12 months, I doubt that the casino would have any other data as they do not store it for years.
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1 year ago
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The retention period depends on the license granted, but is in any case several years. With Maltese licenses, for example, it is 6 years, as I just found out from a lawyer. With Canadian licenses, you couldn't say for sure, but it's been several years.
Apart from that, the mere fact that I can still log in and see my data is an indication that my data has not yet been deleted.
I was hoping there were interfaces that you might be able to use. Maybe the casino will react if someone from another place - in this case Guru Casino - asks. The last alternative would be to sue for the data, which should really be the last step. It should really be possible to get his data. In addition, the casino is legally obliged to do so.
Edited
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1 year ago
Thank you kaseyinho for all the information provided so far. The casinos accepting EU customers should follow GDPR rules.
In this case, the casino should provide you with a complete list of the transactions.
I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello kaseyinho,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Casino Share to join the conversation and participate in the resolution of this complaint.
Dear Casino Share,
Can you please provide any information regarding the player's request for a list of transactions?
Kind regards,
Adam
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1 year ago
Hi.
I'm currently OOO until next week. I will look into this once I am back.
Cheers
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1 year ago
Hello Casino share,
Thank you for your response, we will wait to hear from you.
Kind regards,
Adam
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1 year ago
Hey there
It looks like they responded to the player this morning. Please confirm.
Cheers
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1 year ago
Translation
No, I have not received an answer. Neither in my email inbox nor in the spam folder.
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1 year ago
I can see the email in our support sent items. It was definitely sent from support@crhelpdesk.com
Timestamp 12-02-2023 22:36:52 UTC
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1 year ago
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Good day,
still no email has arrived. I can give you a different email address and we'll try to see if it works.
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1 year ago
Dear kaseyinho,
Please go ahead and provide an alternate address to the thread. I will mark it private so it remains confidential.
Kind regards,
Adam
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1 year ago
Thank you, kaseyinho.
Dear Casino Share,
Please advise if you are able to resend the reply to the alternate address provided by the player.
Kind regards,
Adam
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1 year ago
Unfortunately I do not have access to the data because it is sensitive. The player will have to email the department and request they send the data to the alternate email.
Cheers
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1 year ago
Translation
Assuming there would be some evasion again, I did so this morning. Of course I didn't get an answer again and of course they didn't want to help me in the live chat either.
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1 year ago
I will alert the department that you have emailed again so they can look for the email.
Cheers
Edit: They told me they have resent the data to both addresses today. Please check your inbox.
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1 year ago
Translation
The information has arrived. Thank you very much that it finally worked! The case is thus solved.
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1 year ago
Thank you for your assistance, Casino Share.
Dear kaseyinho,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Adam
