The player from Germany has blocked his account due to gambling problem. Later, he’s asked for a deposit report, but the casino remained unresponsive. Player asked us to close the case so we did.
Casoo Casino - Player is requesting his deposit report.
Amount: €1,600
Casoo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Beautiful good day,
this online casino is not responding to my privacy request. I have made a request in accordance with Article 15 GDPR but don't get a response. It's been going on for months.
My account was blocked due to gambling addiction after a long discussion. Now I no longer have access and need to know how high my deposits were.
Such a thing is not trustworthy.
Can you do something for me?
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4 years ago
Dear Grillz,
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. How long ago you have closed your account? From which period you’d like to receive your deposit 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,
Petronela
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4 years ago
Translation
Dear Petronela,
thank you for your message. I am happy to answer your questions.
My account was blocked in early 2020. I need information for the payments from 2019 and 2020.
I don't find it trustworthy for a casino to ignore such requests.
As far as I know, every company must keep information about financial transactions for more than 3 months or 1 year.
Thank you very much for your support.
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4 years ago
Thank you very much, Grillz, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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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4 years ago
Hello Grillz,
I looked at your complaint and will do my best to help you. I would like to invite Casoo Casino into this conversation. Please, is it possible to export all player's gambling history since 2019?
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4 years ago
Good afternoon.
There have been many complaints from this client, including accusations of our casino of dishonest work.
The client's previous complaint is here: https://casino.guru/casoo-casino-player-claims-that-his-several-requests
We have repeatedly answered all questions, the account was blocked a long time ago, three months later we deleted the account, all documents and game logs of this client.
Since we are not a bank or payment system, we are not obliged to store information about the financial transactions of the client. To obtain such information, please contact the system through which you made your deposits.
Unfortunately, we will not contact the client, as after closing the last complaint, the client has remained disagreeing, constantly contacting support. As soon as his account was deleted, we blocked it in the chat rooms. We have no obligation to the client, because his account was blocked forever due to - gambling addiction.
Regards
Andrei
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4 years ago
Dear Grillz,
Casino stated that they are not obliged to store information about the financial transactions of the client. If you want to obtain deposit history just contact payment provider which you used for deposits. Sorry but we can't do more for you in this case.
Let me know if I can help you with anything else, otherwise I'll set the timer by 7 days and then I'll reject your complaint.
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4 years ago
Translation
Dear Viliam, thank you very much, I will comment in detail on the answer from the online casino.
- First of all, it doesn't matter what complaints I have made against the online casino in the past. This complaint has nothing to do with previous complaints.
- As I understand it, CasinoGuru also needs to know whether online casinos comply with applicable law or not. Therefore, you should reconsider your current 7.4 grade. I justify this in great detail.
- According to the website: https://www.casoo.com/de, this casino is run jointly by at least 2 companies that are located in Europe. Once from SGS International Ltd. in Cyprus and once from SG International LP in UK.
- Since I work in data protection myself, I know very well what requirements the GDPR (GDPR = General Data Protection Regulation) places on companies in Europe. The GDPR is applicable law in Europe and every company has to adhere to it. For example, according to Art. 26 GDPR, there must be an agreement on joint controllership, according to which it is clear which data protection rights are observed by which company in the group of companies. The company must also comply with the information rights according to Art. 15 GDPR.
- I received an email from universe@casoo.casino today at 9:18 am. I cannot read this email because the email is in a language that I don't understand. I am happy to forward this email to CasinoGuru.
- It is beyond belief that the company deleted all of my data. For example, in the event of a lawsuit, the company must be able to defend itself against it. So it would be completely insane if a company were to delete all data after 3 months.
- I am also happy to tell CasinoGuru what the data protection authority of Nicosia / Zyprus has to say about this matter.
Overall, the behavior of this online casino is unacceptable. If you offer services to customers in Europe, then the casino must adhere to these strict rules.
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4 years ago
Dear Grillz,
according point 5 of your answer, I would like to ask you to resend me that mentioned email to my address: viliam.v@casino.guru.
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4 years ago
Translation
Thanks for explaining that it was a promotional email.
@Casoo Online Casino: You know I have a gambling problem !!!!! Finally stop sending me promotional emails. I will forward this case to the data protection authority and will also take legal action against you in Germany.
The way you deal with customers is not possible.
CasinoGuru, thank you very much for your support. You can close the case here. I received all the responses from the casino.
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4 years ago
Hi!
Could you please provide us copy of this email?
Your email was deleted from our database, it's impossible to receive promotion letters on your registered email account. Unless you registered a new account.
As I wrote above, you can get all the detailed information from the payment system. Since we are not a payment system, we do not have to store such logs. We are very sorry if we upset you.
Regards
Andrei
