The player from Germany has sent GDPR request to casino without getting any feedback. He stopped responding.
Dear Erik,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Dear Erik,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Hello Petronela,
I sent an email to support@playojo.com on October 11, 2021 with a request for information in accordance with Art. 5 GDPR. After I got back from the casino and sent my identity card on October 13th, 2021, I have not received a reply since then.
Kind regards
Eric G*****
Hallo Petronela,
ich habe am 11.10.2021 eine E-Mail an support@playojo.com mit der Bitte um Auskunft nach Art. 5 DSGVO gesendet. Nach Rückmeldung des Casinos und Zusendung meines Personalausweises am 13.10.2021 habe ich seither keine Antwort mehr erhalten.
Mit freundlichen Grüßen
Erik G*****
What kind of information you have enquired, please?
What kind of information you have enquired, please?
Is your account still opened? If yes, you should be able to access your game and cashier histories.
Is your account still opened? If yes, you should be able to access your game and cashier histories.
Could you please advise how long ago was your account closed?
Meanwhile, I would suggest sending one more email requesting all the abovementioned information to support@playojo.com and CC me (petronela.k@casino.guru) in that email.
If there's no reply, we will intervene.
Could you please advise how long ago was your account closed?
Meanwhile, I would suggest sending one more email requesting all the abovementioned information to support@playojo.com and CC me (petronela.k@casino.guru) in that email.
If there's no reply, we will intervene.
Dear Erik,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Dear Erik,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Could you please advise how long ago was your account closed?
Could you please advise how long ago was your account closed?
That’s a long time, Erik. Please understand that casinos are not obligated to provide you with this kind of data or store your personal information for longer periods of time. I’m afraid we won’t be able to help you any further as we have no authority to force gambling establishments to share this info after closing players’ accounts.
Please let me know if there is anything we could try to help you with, otherwise, I will be forced to close this complaint. Thank you in advance for your reply and understanding.
That’s a long time, Erik. Please understand that casinos are not obligated to provide you with this kind of data or store your personal information for longer periods of time. I’m afraid we won’t be able to help you any further as we have no authority to force gambling establishments to share this info after closing players’ accounts.
Please let me know if there is anything we could try to help you with, otherwise, I will be forced to close this complaint. Thank you in advance for your reply and understanding.
Hello Petronela,
According to Article 5 of the General Data Protection Regulation (GDPR), every consumer in the EU has the right to receive information about the storage of their personal data. The casinos have to provide this data.
In addition, they are also subject to EU money laundering laws, which means that they must store data on payments for 10 years in particular.
If you can't help me, I'll file a complaint with the MGA.
Kind regards
Eric G*****
Hallo Petronela,
nach Art. 5 Datenschutzgrundverordnung (DSGVO) hat jeder Verbraucher in der EU das Recht, eine Auskunft über die Speicherung seiner personenbezogenen Daten zu erhalten. Die Casinos müssen diese Daten bereitstellen.
Außerdem unterliegen Sie auch den Geldwäschegesetzen der EU, sodass Sie insbesondere Daten über Zahlungen 10 Jahre speichern müssen.
Wenn Sie mir nicht weiterhelfen können, dann werde ich Beschwerde bei der MGA einlegen.
Mit freundlichen Grüßen
Erik G*****
We can try to help you by contacting the casino directly, but please bear in mind that we can’t enforce any legality of rules.
I will now transfer your complaint to my colleague Viliam (viliam.v@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.
We can try to help you by contacting the casino directly, but please bear in mind that we can’t enforce any legality of rules.
I will now transfer your complaint to my colleague Viliam (viliam.v@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 Erik,
I looked at your complaint and will do my best to help you. I would like to invite PlayOJO Casino DE into this conversation. Casino, can you please specify why you didn't react to the player's GDPR request?
Hello Erik,
I looked at your complaint and will do my best to help you. I would like to invite PlayOJO Casino DE into this conversation. Casino, can you please specify why you didn't react to the player's GDPR request?
We would like to ask the PlayOJO Casino DE to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
We would like to ask the PlayOJO Casino DE to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
response from the Casino:
"Dear Erik,
You sent your request to support@playojo.com instead of support@playojo.de
Because you are in Germany can you please send your request to support@playojo.de and Customer Support will take care of your request."
response from the Casino:
"Dear Erik,
You sent your request to support@playojo.com instead of support@playojo.de
Because you are in Germany can you please send your request to support@playojo.de and Customer Support will take care of your request."
Dear Erik,
follow the Casino's instructions and let me know about your progress, please.
Dear Erik,
follow the Casino's instructions and let me know about your progress, please.
Hallo,
leider kann ich die E-Mail nicht senden, da ich auf wahrscheinlich auf Ihrer Spam-Liste stehe. Es kommt folgende Meldung:
This message was created automatically by mail delivery software.
A message that you sent could not be delivered to one or more of
its recipients. This is a permanent error.
The following address failed:
support@playojo.de:
SMTP error from remote server for GREETING command, host: mx1.emailsrvr.com (173.203.187.1) reason: 554 5.7.1 ACL dns_rbl; Client host [82.165.159.35] blocked using Spamhaus
SBL. Please visit http://www.spamhaus.org/lookup/ for more information
on why this message could not be delivered (G21)
Mit freundlichen Grüßen
Hallo,
leider kann ich die E-Mail nicht senden, da ich auf wahrscheinlich auf Ihrer Spam-Liste stehe. Es kommt folgende Meldung:
This message was created automatically by mail delivery software.
A message that you sent could not be delivered to one or more of
its recipients. This is a permanent error.
The following address failed:
support@playojo.de:
SMTP error from remote server for GREETING command, host: mx1.emailsrvr.com (173.203.187.1) reason: 554 5.7.1 ACL dns_rbl; Client host [82.165.159.35] blocked using Spamhaus
SBL. Please visit http://www.spamhaus.org/lookup/ for more information
on why this message could not be delivered (G21)
Mit freundlichen Grüßen
answer from the Casino:
"please reply to the email support sent you on March 28 through the email support@playojo.de regarding your request."
answer from the Casino:
"please reply to the email support sent you on March 28 through the email support@playojo.de regarding your request."
Dear Erik,
Did you do that? Has something changed? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Dear Erik,
Did you do that? Has something changed? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Hello,
I can't send emails to PlayOjo because as mentioned above my email is on the casino's spam list.
Kind regards
Eric G*****
Hallo,
ich kann keine E-Mails an PlayOjo senden, da ich wie oben bereits beschrieben, meine E-Mail auf der Spamliste des Casinos steht.
Mit freundlichen Grüßen
Erik G*****
Dear Casino,
do you have this player on the spam list or where is the problem, please?
Dear Casino,
do you have this player on the spam list or where is the problem, please?
We would like to ask the PlayOJO Casino DE to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
We would like to ask the PlayOJO Casino DE to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
Dear Erik,
Casino representative asked me to tell you to contact their live chat. They are ready to help you.
Please, let me know about your progress.
Dear Erik,
Casino representative asked me to tell you to contact their live chat. They are ready to help you.
Please, let me know about your progress.
Comment from the Casino:
"Support replied to your live chat but you didn't log into your account to see their reply.
They also tried to call you twice but it goes straight to Voice Mail."
Please, try it again and inform me about your progress.
Comment from the Casino:
"Support replied to your live chat but you didn't log into your account to see their reply.
They also tried to call you twice but it goes straight to Voice Mail."
Please, try it again and inform me about your progress.
Dear Erik,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Dear Erik,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.
The player can ask to reopen this complaint anytime.
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.
The player can ask to reopen this complaint anytime.
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