The player complains about the casino support as they are non responsive.
Regals Casino - The player complains about the casino support.
Black points: 50
Amount: ??
Regals Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.6
Regals Casino has a Safety Index of 4.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Ladies and Gentlemen
Unfortunately, the casino is not responding to my GDPR request.
Kind regards
Eric glasses
Automatic translation:
Public
Public
2 years ago
Hello erikglaeser1,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Regals Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise why are you trying to contact the casino support? - what is your issue? Did you contact them by e-mail support or live chat? When was the last time they responded anything back to you?
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
Hello Nick,
Support has not yet responded to any email regarding my GDPR request. I sent the first one in January 2022. Since then I have sent several more emails. In the live chat, too, I was repeatedly told to send the request by email. The last time I heard from support was when I closed my account in January 2022.
Kind regards
Eric G*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Hello erikglaeser1,
Can you please specify what do you mean by the GDPR request? What exactly did you ask the casino for?
Public
Public
2 years ago
Translation
Hello Nick,
I have submitted a request for information in accordance with Art. 15 DSGVO (GDPR).
Here is the text from the email:
Ladies and Gentlemen
I would like information as to whether you have stored personal data about me.
In addition, please provide me with a copy of my personal data stored with you free of charge, including the transaction list with all deposits and withdrawals as well as the game history.
Kind regards
Eric G*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Hello erikglaeser1,
We will try to get the information from the casino so I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 years ago
Hello erikglaeser1,
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 help erikglaeser1 with his request?
Public
Public
2 years ago
We would like to ask the Casino 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’ which may negatively affect its rating.
Public
Public
2 years ago
Hello erikglaeser1,
Unfortunately, the casino is non-responsive. The casino has a nicely written GDPR policy; however, it looks like this policy is far from praxis.
Because there is no casino regulator, please try to find help from local/EU authorities. (we have no legal power to force the casino to give you the requested data)
I am sorry that we were unable to help you more.
I am now closing this complaint as unresolved.
