The player from Germany doesn’t want the casino to store her personal information. We ended up rejecting the complaint because it was not justified.
Lucky Days Casino - Player is dissatisfied with the casino.
Amount: €200
Lucky Days Casino
Safety Index:HighSafety Index
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8.1
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I opened an account there for the first time a few days ago. I had to upload my ID. And the back. And a bank statement with my address. Credit card details provided. Then I had to transfer money via TRUSTLY AB. This took longer than expected. Then my money showed up there under bonus. I did not want. I played roulette. Put all my own money. I won. If I had lost I would have lost everything. I have won. 100 set. 100 won.
I also asked where my data is actually stored as it contains all private data. Signature. Address. Bank details. KK. I insisted on deleting this data and on payment. Then I asked with great concern whether the legality of the game as such. And who the provider really is, because the authority named in the imprint doesn't know anything about Lucky Days but is simply a company. In short I would like my money back and information about where my data is stored.
I should now write everything in English. And upload a bank statement again.
I would like to express that I find the whole behavior more strange and that no responsible name appears in the imprint strange.
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3 years ago
Dear J,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you are currently trying to withdraw your winnings?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru, please?
Additionally, I would like to point out, that Casino.guru, unfortunately, doesn’t deal with complaints regarding GDPR, personal data storing, and Privacy Policy, therefore we cannot help you with this matter.
Thank you very much in advance.
Best regards,
Kristina
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3 years ago
Translation
Hello, great. I do, very nice. Am un you a YOU 🙂
So of course I want to have my money, they already have my bank statement with IBAN.
Edited
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3 years ago
J, my apologies, I fixed the mistake.
I went through your emails, and I see that you are asking the casino to give you your money back. Could you please describe in more detail how it relates to this case? How much money is currently in your balance, please?
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3 years ago
Translation
Correctly. 300 EUR are in the account, 100 were paid in by mirvia TRUSTLY AB.
I played roulette once.
I expect the payment of the sum without bonus, the evidence that my data has been stored in the GIG companies involved in accordance with the GDPR and European directives. At which locations, which companies now have access to mine
-Credit card details
- Account details
- Identity card data
-Passwords and security codes.
I take direct responsibility for those involved and expect a supplementary performance within a week.
The obstacles complained about by the so-called customer advisor are without a legal basis. In a contractual relationship, a so-called GTC basically only represents a declaration of intent.
I would like to point out that the terms and conditions of LUCKYDAYS.COM do not correspond to any legal basis.
The indication of the seat is kept explicitly spongy.
Curacao? Malta? Canada? England?
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3 years ago
Thank you very much J. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Janina,
I'm taking over your complaint. Let me sum up the information we have so far: You deposited €100 using Trustly and received a 100% welcome bonus of €100, correct? You played roulette and won another €100 and want to make a withdrawal of €200. You also want to find out what company has your personal information. Let me ask you a few questions:
- Can you send me the transcript of the first chat that the support is referring to (where they were supposed to have explained to you that you can cancel your bonus)? My email address is peter.m@casino.guru.
- Where are you located (which country)?
- Have you finished the wagering requirement for the bonus?
It is important to find out if the wagering requirement was fulfilled. If it wasn't, you most probably will either have to finish the wagering or cancel your bonus. If you cancel your bonus, I believe you will also lose the €100 won on roulette and there will only be your deposit left. When it comes to the information about what company is operating the casino, it is Raging Rhino N.V. based on the data on their website and license.
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3 years ago
Translation
Hello no.
As described in the first post.
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3 years ago
So, die Kahnawake Gaming Commission hat geantwortet:
Raging Rhino N.V is a KGC Certified Permit Holder for Canadian residents. Since you appear to be based in Germany, their Curacao license will apply. We recommend you contact Curaçao Egaming complaint at: info@curacao-egaming.com concerning any issues you have with luckydays.com
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3 years ago
Translation
So everything is mega dubious, including the so-called. Curacoa Egaming is not an authority but a mailbox company.
According to our own research, the fact is: Online gambling is not allowed to take place from Germany at all unless you live in Schlewsig Holstein, for example.
You have fallen for such windy traders for better or for worse when you trust them with your money. The mentioned "terms and conditions" are a legal joke and contradict each other, the advertising is also misleading. I suspect that casino guru, although German-speaking, part of the system, among which also the GIG that make the "Support" -for Casino, Complaints and "Licensor" 🙂.
I'm finishing the game here, the winnings have not been paid out.
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3 years ago
Hi Janina,
Thanks for your replies. Please note that Casino Guru is an independent website and we do our best to help the players and provide honest and truthful advice based on real data. We use a complex methodology when reviewing casinos. You can read more about Casino Guru here: https://casino.guru/about-us. Since you didn't actually reply to any of my questions, it looks like you are focusing more on bad-talking the casino than solving the issue here. I'm sure that you as a journalist know that your statements have to be based on relevant evidence otherwise they are just statements. Unfortunately, I'm rejecting your complaint. If you decide that you actually want to solve the issue and reply to my questions, we can reopen the case and suggest possible solutions.
Best regards,
Peter
