Total Casino - Player disputes 35,000 PLN from closed account.

Dear Casino Guru Team,

I am filing a formal complaint against TotalCasino and requesting a dispute amount of 35,000 PLN. Below, I outline the issues that lead me to believe this casino is not operating transparently or fairly, which violates both player rights and industry standards.

1. Refusal to Provide Complete Transaction History (GDPR Violation):

Under GDPR (RODO), I have the right to access my personal data, including the full transaction history of my account. Despite multiple requests, TotalCasino has refused to provide this information. Instead, their customer support repeatedly directed me to the "Transactions" section under "My Account," which only displays data for the past three months.

This refusal violates GDPR, as well as their obligations as a licensed casino to store and provide all financial transaction records. I explicitly requested a detailed history of all deposits and withdrawals since the creation of my account, and they have failed to comply.

I possess a full transcript of my conversations with their customer support in Polish, which I am willing to provide as evidence. If necessary, I can have this transcript translated by a certified translator to support my case.

2. Unusually Low RTP and Negative Player Reviews:

There is widespread concern among players, including myself, that TotalCasino may be manipulating RTP (Return to Player) percentages. Numerous reviews on Trustpilot highlight unusually low returns and consistent losses, suggesting unfair practices.

My personal experience aligns with these complaints. Despite depositing over 35,000 PLN during my time on the platform, my returns have been significantly lower compared to other reputable casinos I have played at. This raises serious doubts about the platform’s fairness and compliance with industry regulations.

3. Lack of Transparency and Accountability:

TotalCasino’s refusal to provide my transaction history, coupled with widespread player complaints and their lack of responsiveness to these issues, indicates a broader pattern of non-compliance and lack of transparency.

Request for Dispute Amount:

In light of the above, I am disputing the total amount of 35,000 PLN, which I have deposited over the years. I believe that their lack of transparency, potential manipulation of RTP, and failure to comply with legal obligations warrant this claim.

Additional Evidence:

As mentioned earlier, I have a transcript of my chat with their support team that demonstrates their unwillingness to address my concerns or fulfill my legal request for a full transaction history. I am prepared to provide this transcript, translated by a certified translator if necessary.

Thank you for your attention to this matter. I hope you will investigate TotalCasino thoroughly and hold them accountable for any breaches of player rights or legal obligations. Please let me know if you require further documentation or clarification.

Dear varcangaming,

Thank you very much for submitting your complaint. Unfortunately, we are unable to handle complaints related to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities instead of contacting Casino.Guru. While we always strive to assist players who have been affected by unfair casino practices, GDPR laws are beyond our area of expertise. 

Furthermore, we are unable to fulfill your request for a comprehensive report of your deposits and withdrawals from the casino. Casinos are typically not required to store and provide this specific data, and we lack the legal authority to compel them to change their policy in this regard. 

And lastly, I need to address the RTP accusations - sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi. Thank you for reply and the explanation. I appreciate it greatly 🙂 Do you have any recommendations as to who should I contact regarding this case? What are the steps I should take to resolve this issue?

Thank you for your reply and understanding, varcangaming. The only step at this point I can recommend is that you try to contact the local authority (in Poland) that granted the license to this casino. Perhaps they will be able to help, but I cannot guarantee a positive outcome. Nonetheless, I hope you will manage to get the information you need.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, 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.