HomeComplaintsPlayOJO Casino DE - Player is enquiring more information about GDPR procedure.

PlayOJO Casino DE - Player is enquiring more information about GDPR procedure.

Amount: ??

PlayOJO Casino DE
Safety Index:High
Submitted: 22 Feb 2022 | Case closed : 11 May 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Germany has sent GDPR request to casino without getting any feedback. He stopped responding.

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2 years ago
Translation

The casino hasn't responded to my GDPR request for over 2 months.

Automatic translation:
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2 years ago

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

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2 years ago
Translation

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*****

Edited by a Casino Guru admin
Automatic translation:
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2 years ago

What kind of information you have enquired, please?

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2 years ago
Translation

A copy of my stored personal data, including the transaction list with all deposits and withdrawals as well as game history.

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2 years ago

Is your account still opened? If yes, you should be able to access your game and cashier histories.

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2 years ago
Translation

The account has been permanently closed and unfortunately I no longer have access to the data.

Automatic translation:
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2 years ago

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.

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2 years ago

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.

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2 years ago
Translation

Hi there,


I wrote the e-mails and cc'd them?


Kind regards


Eric G*****

Edited by a Casino Guru admin
Automatic translation:
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2 years ago

Could you please advise how long ago was your account closed?

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2 years ago
Translation

At least 1 year.

Automatic translation:
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2 years ago

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.

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2 years ago
Translation

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*****

Edited by a Casino Guru admin
Automatic translation:
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2 years ago

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.  

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2 years ago

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?

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2 years ago

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’.

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2 years ago

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."
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2 years ago

Dear Erik,

follow the Casino's instructions and let me know about your progress, please.

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2 years ago

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

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1 year ago

answer from the Casino:

"please reply to the email support sent you on March 28 through the email support@playojo.de regarding your request."
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1 year ago

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.

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1 year ago
Translation

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*****


Edited by a Casino Guru admin
Automatic translation:
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1 year ago

Dear Casino,

do you have this player on the spam list or where is the problem, please?

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1 year ago

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’.

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1 year ago

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.

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1 year ago
Translation

Hello,


unfortunately no one can be reached in the live chat.


Kind regards


Eric G******

Edited by a Casino Guru admin
Automatic translation:
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1 year ago

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.

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1 year ago

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.

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1 year ago

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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