The player's requesting a list of his deposits and withdrawals but the casino is non responsive. The complaint was closed as the player has access to his data from the last 12 months and the casino is not obligate to have older data.
Cosmo Casino - The player's requesting a list of his deposits and withdrawals.
Amount: ??
Cosmo Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good day,
Can they help me? The casino does not send me a list of my deposits and withdrawals of the past years on several requests. Then I wanted to complain to the supervisory authority but there is no license number or authority where I can complain. And Casino Rewards doesn't give that away.
Automatic translation:
Public
Public
1 year ago
Hello davidmikalo,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cosmo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when did you request for the list for the first time? For what reason did you ask for it? When was the last time you deposited or made any movement in the casino? Is your account still active?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Hello, the first email was on January 25th, 2023
I paid in for the last time on 02/15/2023.
I would like this list according to Art. 15 General Data Protection Regulation (GDPR)
Because I would like to know how much I have won and lost there.
You can only see this in the player account for 12 months retrospectively.
But since I've been playing there for years, it would be interesting for me to know that.
I find it very strange that you can't understand it yourself. And why is there no license at this casino?
Thank you very much for your effort
Automatic translation:
Public
Public
1 year ago
Hello davidmikalo,
The casino has a license - https://certificates.gamingcommission.ca/KGCCertificates.aspx?id=7aa61632-4dcc-4fd1-82dd-127a6a4e6db3
Also the casino is not obligate to store any old data regarding any player or their movements. Most of casinos store data up to 6 months so if this specific provides a 12 month history. If you are able to see all your data within your casino account for the last year, the casino won't be able to provide any older history.
Public
Public
1 year ago
Translation
Thank you very much for your effort.
I've seen that someone else has had a similar experience here and it didn't lead to any results.
But why doesn't the casino answer the question. ?
Automatic translation:
Public
Public
1 year ago
Hello davidmikalo,
When was the last time you contacted the casino? Do I understand it correctly that they did not respond to you at all?
Basically, we can't consider it as something unfair from the casino. Yes, they should definitely respond to the player no matter if they can resolve it or not. But in this case they would not be able to provide information other than visible in your account history anyway.
Public
Public
1 year ago
Translation
No, they didn't even answer no matter how many times I wrote.
Info@crhelpdesk.com no reply
data.protection@crhelpdesk.com no reply
support@casinorewards.com
No Answer
And wrote several emails.
Edited
Automatic translation:
Public
Public
1 year ago
Can you please advise where did you find those contact addresses?
I've checked the casino website and found only this one - support@crhelpdesk.com (https://www.cosmocasino.com/en/contact-us/)
Public
Public
1 year ago
Translation
Now I had 50€ in payment at luxury casino wanted to pay out there via Neteller now after 48 hours the money was booked back to the casino account because there is no more Neteller. Wasn't even notified that they did it. Also have a payout of 50€ at cosmo. Let's see if that's the case there. Of course I have to wait another 24 hours to continue. I find the communication from this group really bad.
Automatic translation:
Public
Public
1 year ago
Hello davidmikalo,
If you have issue with a different casino please submit a new complaint as we deal only with 1 issue/1 casino/1 complaint.
Regarding your issue with Cosmo Casino, you can try to send them the request to the e-mail I've posted before but as already explained above, they are not obligate to hold players data for that long period of time.
Is there anything else we could assist you with this case? If not, the complaint will be closed.
