PlayToro Casino - Player is requesting copy of all collected personal information.

i am trying to get my deposits and withdrawals history from this casino multiple emails and even contacted live chat (robot) no single reply whatsoever.this is common for the whole group no one reply.it is my right to get this data .play ono,turbonino,metal casino and queen vegas.when i was depoditing they were very keen to reply in minutes now they play dead .

Dear hkccltc,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your request and understand your concern. However, please bear in mind that casinos are not obligated to store this kind of information for a long period of time. Could you please advise from which period you request the data? Is your account still accessible? Lastly, could you please advise what the disputed amount represents?

Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronella ,Iplayed here from 2020 and my last losses were10000€ in one day i have no acces to my acount now.

Thank you, hkccltc, for your reply. Could you please advise when and why was your account closed?

year 2020 i think .

Thank you very much, hkccltc, 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 hkccltc,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and help hkccltc?

Hi @hkccltc, our Casino is a White Label of Skill On Net network. We are not operating the operations for players but marketing only. This said, I am making sure that Skill On Net is aware of your issue and will make sure they will contact you ASAP to solve this issue. Kind regards, The PlayToro Team

Dear Halil, are you sure your claim is related to our casino? Your last login was in 10/2021. I went through your player's card. I have sent an urgent request to SkillOn Net Customer Support to assist you. They will reach out to you. Kind regards, The PlayToro Team

Dear Halil,

We have been informed this morning that based on the fact you are located in the Netherlands, our network is not allowed to reach out to you (regulations matters).

In fact, our network does not support your region and is not allowed to have players from the Netherlands due to licensing and their agreements. To be more specific, this region is therefore blocked, and your player's account is closed.

Your last login into the platform was in Oct21. Your account has zero balance, no money owed or any withdrawals pending.

Before your account was closed, you have been supplied information by the customer support, you were assisted and thereafter the matter was concluded and your account closed. We can see this under your player's card.

I hope this clarifies everything.

Should you need anything else, please let us know and we will assist you.

Kind regards,

The PlayToro Team

so before the regulations you were offering games to my country illegaly ?

i dont want want my acount reopend or what ever .i want my deposit history from the last 5 years .that includes all brands in the group .if you fail to supply you will have a hard time when you get dutch license .i have deposited more then 10000€ one day only .as service at least you can provide what i am asking .you dont need a network just do it by emaill . by the way i have many transactions related to your casino so dont try to play smart here .the information you are talking about was my cocerns about the fairnes of your games .after many losing spins finaly i think i can win this spin suddenly my balance was gone and i could not rebet and quess what my numbers came out 7x it cost me 2400€

pfofit .i am not forgetting this .i hope you will provide my data asp.

thanks

Dear Halil,

I had a similar case to yours; in that case, the casino no longer stores the player's data because he closed the account more than a year ago. I believe that a similar logic should be applied to this case too.

The personal data of players should be archived only for the necessary time but what is necessary time is not defined.

Dear casino representative, could you please check if you still have Halil's records? If yes, could you please send them to him?

hi Matej,i was able to retrieve 8000€ deposits via banc transactions all of them related to skill on net group .so far 40 casinos have sent in all data as i requested .in case they fail to do they will recieve a letter from my lawyer .

thanks for picking up this Matej!

Hello hkccltc,

With my colleagues, we discussed what to do in your case because the nature of your complaint is something that we are usually not solving.

We decided that we were not the organization that should handle these complaints. (how to penalize the casinos, and for what, if the accounts were already closed. Not to mention that many of these casinos are located outside the EU, and different law is applied)

After careful consideration, we decided to close your complaint because we can't help you here. We are not GDPR experts.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Our network SkillOnNet has responded as follows:

"The player indeed has contacted our support via the chat a couple weeks ago, but they could not give their username to the support and could therefore not be helped. We can still assist them."

PlayToro representative: @hkccltc, please urgently contact SkillOnNet customer support on support@playtoro.com via the email address you originally opened your account at PlayToro with, and you will be assisted. 

Dear @hkccltc,

Following our last communication, we would like to remind that our Customer Support is waiting for you to contact them.

It is mandatory that your email to our Customer Support will be sent from the exact same email address used when registering and creating the player account, for our Customer Support to be able to identify you as the correct player and real player from this specific account and so assist you.

It is important for us to share that we follow a very strict protocol as it is expected from us in the industry.

We hope this will be fixed very soon.

Kind regards,

The PlayToro Team

oke ,i have sent in my credentials .it should be now easy to determine my acount.

Dear hkccltc,

Please let me know when you receive the requested data.

every casino you send in an email you get a confirmation right away but this network never do and never have done it .if you are a player depositing money you still have to wait for them to replay after days or weeks.

The casino representative told me that they are ready to give you the requested data; however, you need to request them formally. The support agents were waiting for your request. Did you follow the instructions?

Dear hkccltc,

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.

Hi Matej,

Please kindly inform us if we can assist further as well in this case. We are all pending for the player to contact CS formally as requested, to verify his identity. We hope this will end soon and player will be satisfied.

Kind regards,

The PlayToro Team

bs matje.they are acting here they will help but they just ignore my requests .i have sent in an email again .i was in the chat were nobody is there never talked to someone in the chat because there is no one .i will send in my banc transactions in no need for them to send me the data .i am done with them.they took 100000€ in one day woth out identification and now they want id for my data request?

Dear player,

I regret to say that there is no trace of you trying to contact our CS.

Please bear in mind that for CS to be able to help you, it is mandatory you contact them through the same email you have used when registering the first time.

As per regulations, CS is not allowed to contact you unless you prove to them your identity.

Also, please refrain in writing false accusations about us. We are doing a lot of efforts to satisfy you and too many services are involved waiting for you to contact them, again not through the chatbot but by email only.

We very much hope this situation will be handled soon.

Kind regards,

The PlayToro Team

Dear hkccltc,

Please write one more email to: support@playtoro.com, but this time add me to the cc. (matej@casino.guru)

Once you send it, I will post the necessary information here. So we will see where the problem is.

Dear hkccltc,

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.

i have sent in a new email as you said .lets see .

Dear hkccltc,

Please let me know when you receive the requested data.

Dear hkccltc,

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.

no i did not recieve anything.thanks for your efforts .you can close this complaint .

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.