HomeComplaintsTsars Casino - Player is enquiring more information about GDPR procedure.

Tsars Casino - Player is enquiring more information about GDPR procedure.

Amount: ??

Tsars Casino
Safety Index:High
Submitted: 22 Feb 2022 | Case closed : 25 Mar 2022
Case closed Our verdict

Other

REJECTED

Case summary

2 years ago

The player from Germany has sent GDPR request to casino without getting any feedback. We are rejecting this complaint based on the Casino's explanation.

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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 security@tsars.com on November 25th, 2021 with a request for information according to Art. 5 GDPR and have never received an answer.


Kind regards


Eric G*****

Edited by a Casino Guru admin
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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.

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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@tsars.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
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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.

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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, you are also subject to EU money laundering laws, which means that you must store data on payments in particular for 10 years.


If you can't help me, I'll file a complaint with the MGA.


Kind regards


Eric G*****

Edited by a Casino Guru admin
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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.  


Additionally, this casino doesn't operate under MGA License.

Edited by a Casino Guru admin
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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 Tsars Casino 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

Hello, everyone. 


As was already mentioned in this complaint by Petronela; we are not obligated to share requested information by any legal standards.

There is no regulatory body that has this type of effect on private companies and us.


Eric, we are more than confident in claiming, that you have found this "GDPR argument" on some kind of internet forum and haven't read it yourself. 

Please double-check Art. 5 GDPR Principles relating to the processing of personal data. Even if this was correctly applied to our situation, nowhere does it states that 

personal data (including transaction history) needs to be shared. Mostly it references proper storage and safety guidelines. This information/matter was already double-checked with our legal department and they confirmed the validity of our standpoint. 


Furthermore - your transactions to us were made only through bank card deposits. Thus all your transaction history should be visible in your online banking. 


But if this matter was already escalated to the Casinoguru platform, we have no problem providing you with basic information: 

You have made 3 deposits for the total amount of 550.00 EUR

 

Other information won't be provided from our side: payment confirmations, dates, amounts, etc. 


Also, I would like to separately add that we do not keep data for more than six months if the client has been blocked.


Of the personal data in the system remains only the email and the id, which was assigned at the time of registration. This is done so that the client could not register a second account with the same email.


Documents and all other information we do not keep on our side. As you know, our verification is done by the Sumsub system. All financial transactions and their history are stored on the side of payment systems.


Exactly the same information is stored on the side of your bank where you can request it.


Regards

Andrei

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2 years ago

Dear Casino,

thank you for the explanation.


Dear Erik,

I had tried to help you but I'm afraid that my hands are tied in this case. I'll extend the timer for additional 7 days, please, let me know if I've overlooked something important. Unfortunately, I'm forced to reject your complaint because an online Casino with a Curacao license has different rules like European Union.

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2 years ago
Translation

Hello Viliam,


Thank you very much for your effort.


If a casino operates on the German or European market, then it also has to comply with our laws and regulations.


The General Data Protection Regulation (GDPR) is one such rule. The fact that the casino doesn't know this or willfully refuses to answer such inquiries is sad and the only thing they can do is discourage any player from playing here.


I got this information easily from other Curacao casinos.


You can still close the case.


Kind regards


Eric

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2 years ago

Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

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