Rooster Bet Casino

Case summary

The player from Germany was facing issues with account deletion at Roosterbet and alleged that the casino requested excessive and sometimes impossible documentation for verification purposes. After providing the required documents, his account was deleted without a valid explanation, and he was requesting clarification on the deletion and the status of his personal data under GDPR. We asked whether any real-money balance remained, and he confirmed that there was none. Since no winnings were left in the account and the remaining request concerned GDPR/data deletion, which was outside our scope, the complaint was closed as rejected and he was advised to contact the relevant data protection authority.

Discussion

Public

LeeRock

Silver

Germany

Public

3 weeks ago

Original

Translation

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:::writing

Subject: Complaint, account deletion and request for complete data deletion (GDPR)

Dear Roosterbet Team,

I hereby submit a formal complaint regarding my account and your verification process.

As part of the verification process, you repeatedly requested an exceptionally large amount of sensitive data from me. I subsequently provided you with all the requested documents, including:

• Front and back of my ID card (including name and address)

• Bank statements

• Proof of my Apple Pay transactions

• Additional personal verification data

Despite this extensive cooperation, additional and sometimes incomprehensible or technically impossible documentation was still requested. In particular, I was repeatedly asked to provide data that does not exist (e.g., alleged Apple Pay summaries with the complete card number), as well as to disclose my complete card number, which is completely unusual and unacceptable for security reasons.

After submitting all my data, my account was deleted without any comprehensible explanation. Furthermore, the way I was treated in the support chat was disrespectful and in no way professional.

In my view, this behavior is unacceptable and raises significant questions regarding data protection and integrity.

I therefore urge you to:

1. To provide me with a written explanation for the deletion of my account.

2. To confirm which of my personal data has been stored.

3. To delete all data I have transmitted immediately and completely in accordance with Article 17 GDPR.

4. To confirm the deletion to me in writing.

Should I not receive a satisfactory response within 7 days, I reserve the right to report the incident to the relevant data protection authorities and consumer protection agencies.

I expect a timely and complete clarification.

Best regards

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:::writing

Betreff: Beschwerde, Accountlöschung und Aufforderung zur vollständigen Datenlöschung (DSGVO)

Sehr geehrtes Roosterbet-Team,

hiermit reiche ich eine formelle Beschwerde bezüglich meines Accounts und Ihres Verifizierungsprozesses ein.

Im Rahmen der Verifizierung haben Sie wiederholt eine außergewöhnlich große Menge an sensiblen Daten von mir verlangt. Ich habe Ihnen daraufhin sämtliche geforderten Unterlagen zur Verfügung gestellt, darunter:

• Vorder- und Rückseite meines Ausweises (inkl. Name und Adresse)

• Kontoauszüge

• Nachweise meiner Apple Pay Transaktionen

• Weitere persönliche Verifizierungsdaten

Trotz dieser umfassenden Mitwirkung wurden weiterhin zusätzliche und teilweise unverständliche bzw. technisch nicht umsetzbare Nachweise verlangt. Insbesondere wurde ich mehrfach aufgefordert, Daten bereitzustellen, die so nicht existieren (z. B. angebliche Apple Pay Übersichten mit vollständiger Kartennummer), sowie meine vollständige Kartennummer offenzulegen, was aus Sicherheitsgründen absolut unüblich und nicht vertretbar ist.

Nach vollständiger Übermittlung meiner Daten wurde mein Account ohne nachvollziehbare Begründung gelöscht. Der Umgang im Support-Chat war zudem respektlos und in keiner Weise professionell.

Dieses Verhalten ist aus meiner Sicht nicht akzeptabel und wirft erhebliche Fragen hinsichtlich Datenschutz und Seriosität auf.

Ich fordere Sie daher hiermit auf:

1. Mir eine schriftliche Begründung für die Löschung meines Accounts zukommen zu lassen.

2. Mir zu bestätigen, welche meiner personenbezogenen Daten gespeichert wurden.

3. Sämtliche von mir übermittelten Daten unverzüglich und vollständig gemäß Art. 17 DSGVO zu löschen.

4. Mir die Löschung schriftlich zu bestätigen.

Sollte ich innerhalb von 7 Tagen keine zufriedenstellende Rückmeldung erhalten, behalte ich mir vor, den Vorfall bei den zuständigen Datenschutzbehörden sowie Verbraucherschutzstellen zu melden.

Ich erwarte eine zeitnahe und vollständige Klärung.

Mit freundlichen Grüßen

Automatic translation:

Public

Attila

Complaint Specialist

Public

2 weeks ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Public

Attila

Complaint Specialist

Public

2 weeks ago

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your experience.

Please understand that casinos generally have the right to close players' accounts at their own discretion, provided that any remaining legitimate balance is paid out. Therefore, we are unable to penalize the casino solely for closing your account.

Regarding your requests related to the deletion of your personal data and compliance with the GDPR, please note that these matters fall outside Casino.Guru's area of expertise. If you wish to pursue this part of your case, we recommend contacting the appropriate data protection authority.

Before we assess your complaint further, could you please confirm whether you had any remaining real-money balance in your casino account at the time it was closed?

Thank you in advance for your reply.

Best regards,

Attila

Public

LeeRock

Silver

Germany

Public

2 weeks ago

Original

Translation

No, I have no credit balance. I would appreciate it if you could help me delete my account because you are not responding to my email regarding this matter.

Automatic translation:

Public

Attila

Complaint Specialist

Public

1 week ago

Thank you for your reply.

Since you have confirmed that there were no remaining funds in your account, we are unable to further investigate this complaint. Please understand that casinos are generally entitled to close player accounts at their own discretion, provided that any legitimate balance is paid out.

Regarding your request for the deletion of your personal data and account, these matters fall under GDPR and data protection legislation, which are outside Casino.Guru's scope of expertise. As such, we are unfortunately unable to intervene or require the casino to delete your personal data. If the casino continues to ignore your request, we recommend contacting the relevant data protection authority.

For these reasons, we are unable to proceed further with this complaint and will close it as rejected.

Thank you for your understanding.

Best regards,

Attila

Rooster Bet Casino - Player's account has been closed and seeks clarification.

Other

Amount: ??

Case summary