Fresh Casino - Pelaaja pyytää yleiskatsausta kaikista tapahtumista.

Ladies and Gentlemen

the casino refuses to properly answer my GDPR (DPO) request as they claim they don't process deposits and therefore cannot provide me with a transaction list.

Kind regards

Eric G*****

Sehr geehrte Damen und Herren,

das Casino weigert sich meine DSGVO (DPO)-Anfrage ordnungsgemäß zu beantworten, da es angeblich keine Einzahlungen bearbeitet und mir deshalb keine Transaktionsliste zur Verfügung stellen kann.

Mit freundlichen Grüßen

Erik G*****

Dear erikglaeser1,

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. Could you please advise if your account is still accessible? From which period you’d like to receive your transaction 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

Dear erikglaeser1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Ladies and Gentlemen

Thank you for your response. I no longer have access to my account. But even there, not all deposits were visible. I would like an overview of all transactions made since I opened the account.

Note: Every casino is obliged to document all transactions and to keep them for a longer period of time - usually 10 years. This is what the money laundering guidelines stipulate. Likewise, according to the GDPR, I have a right to inspect this data.

Thanks and best regards

Eric G*****

Sehr geehrte Damen und Herren,

vielen Dank für Ihre Antwort. Ich habe keinen Zugriff mehr auf mein Konto. Aber selbst dort waren nicht alle Einzahlungen einsehbar. Ich möchte einer Übersicht aller getätigten Transaktionen, seit dem ich das Konto eröffnet habe.

Hinweis: Jedes Casino ist verpflichtet, alle Transaktionen zu dokumentieren und über einen längeren Zeitpunkt - meistens 10 Jahre - aufzubewahren. Das schreiben die Geldwäscherichtlinien vor. Ebenso habe ich ja nach der DSGVO ein Recht auf Einsicht dieser Daten.

Danke und mit freundlichen Grüßen

Erik G*****

You are right about the GDPR act, however, since this company operates outside the European Union it will be very difficult to apply this rule. Could you please specify how long ago you opened and closed your account?

Hello,

the GDPR (GDPR) also applies to all companies outside the EU that offer services within the EU (see Art. 3 GDPR). The account was opened about 1 month ago and has been closed for a week.

Kind regards

Eric G*****

Hallo,

die DSGVO (GDPR) gilt auch für alle Unternehmen außerhalb EU, die Leistungen innerhalb der EU anbieten (siehe Art. 3 DSGVO). Das Konto wurde vor ca. 1 Monat eröffnet und ist seit einer Woche geschlossen.

Mit freundlichen Grüßen

Erik G*****

Thank you very much, erikglaeser1, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello erikglaeser1.

I am sorry to hear about your troubles.

Indeed you are right. 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 would like to invite the casino representative into the case:

Dear casino representative, please explain to us where the problem is; the account is fresh it shouldn't be a problem to provide the requested data.

Good afternoon everyone!

Dear player, all the information about your deposits was sent to your mail on Saturday. Please read it.

We apologize for the delayed information!

Regards,

Fresh Casino.

Hello,

that's right. The case can be closed.

Kind regards

Eric *****

Hallo,

das stimmt. Der Fall kann geschlossen werden.

Mit freundlichen Grüßen

Erik *****

Dear erikglaeser1,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.