Casoo Casino - Играчът иска депозитния си отчет.

Beautiful good day,

this online casino is not responding to my privacy request. I have made a request in accordance with Article 15 GDPR but don't get a response. It's been going on for months.

My account was blocked due to gambling addiction after a long discussion. Now I no longer have access and need to know how high my deposits were.

Such a thing is not trustworthy.

Can you do something for me?

Schönen guten Tag,

dieses Online-Casino antwortet mir nicht auf meine Datenschutzanfrage. Ich habe eine Anfrage gemäß Art.15 GDPR gestellt aber bekomme keine Reaktion. Das läuft schon seit Monaten.

Mein Konto wurde wegen Spielsucht nach langer Diskussion gesperrt. Nun habe ich keinen Zugang mehr und muss wissen, wie hoch meine Einzahlungen waren.

So etwas ist nicht vertrauenswürdig.

Können Sie etwas für mich machen?

Dear Grillz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. How long ago you have closed your account? From which period you’d like to receive your deposit report?

Moreover, I would like to inform you, that most casinos save information like this only for a specific period of time (for example 3 months, one year etc.) therefore, I am not sure we will be able to help you with this matter.

Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela,

thank you for your message. I am happy to answer your questions.

My account was blocked in early 2020. I need information for the payments from 2019 and 2020.

I don't find it trustworthy for a casino to ignore such requests.

As far as I know, every company must keep information about financial transactions for more than 3 months or 1 year.

Thank you very much for your support.

Liebe Petronela,

vielen Dank für Ihre Nachrich. Gerne beantworte ich Ihnen Ihre Fragen.

Mein Konto wurde Anfang 2020 gesperrt. Ich benötige eine Auskunft für die Einzahlungen aus 2019 und 2020.

Ich finde es nicht vertrauenserweckend, wenn ein Casino solche Anfragen ignoriert.

Soweit ich weiß, muss jedes Unternehmen Informationen über Finanztransaktionen länger als 3 Monate oder 1 Jahr aufbewahren.

Vielen herzlichen Dank für Ihren Support.

Thank you very much, Grillz, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Grillz,

I looked at your complaint and will do my best to help you. I would like to invite Casoo Casino into this conversation. Please, is it possible to export all player's gambling history since 2019?

Good afternoon.

There have been many complaints from this client, including accusations of our casino of dishonest work.

The client's previous complaint is here: https://casino.guru/casoo-casino-player-claims-that-his-several-requests

We have repeatedly answered all questions, the account was blocked a long time ago, three months later we deleted the account, all documents and game logs of this client.

Since we are not a bank or payment system, we are not obliged to store information about the financial transactions of the client. To obtain such information, please contact the system through which you made your deposits.

Unfortunately, we will not contact the client, as after closing the last complaint, the client has remained disagreeing, constantly contacting support. As soon as his account was deleted, we blocked it in the chat rooms. We have no obligation to the client, because his account was blocked forever due to - gambling addiction.

Regards

Andrei

Dear Grillz,

Casino stated that they are not obliged to store information about the financial transactions of the client. If you want to obtain deposit history just contact payment provider which you used for deposits. Sorry but we can't do more for you in this case.

Let me know if I can help you with anything else, otherwise I'll set the timer by 7 days and then I'll reject your complaint.

Dear Viliam, thank you very much, I will comment in detail on the answer from the online casino.

1. First of all, it doesn't matter what complaints I have made against the online casino in the past. This complaint has nothing to do with previous complaints.
2. As I understand it, CasinoGuru also needs to know whether online casinos comply with applicable law or not. Therefore, you should reconsider your current 7.4 grade. I justify this in great detail.
3. According to the website: https://www.casoo.com/de, this casino is run jointly by at least 2 companies that are located in Europe. Once from SGS International Ltd. in Cyprus and once from SG International LP in UK.
4. Since I work in data protection myself, I know very well what requirements the GDPR (GDPR = General Data Protection Regulation) places on companies in Europe. The GDPR is applicable law in Europe and every company has to adhere to it. For example, according to Art. 26 GDPR, there must be an agreement on joint controllership, according to which it is clear which data protection rights are observed by which company in the group of companies. The company must also comply with the information rights according to Art. 15 GDPR.
5. I received an email from universe@casoo.casino today at 9:18 am. I cannot read this email because the email is in a language that I don't understand. I am happy to forward this email to CasinoGuru.
6. It is beyond belief that the company deleted all of my data. For example, in the event of a lawsuit, the company must be able to defend itself against it. So it would be completely insane if a company were to delete all data after 3 months.
7. I am also happy to tell CasinoGuru what the data protection authority of Nicosia / Zyprus has to say about this matter.

Overall, the behavior of this online casino is unacceptable. If you offer services to customers in Europe, then the casino must adhere to these strict rules.

Lieber Viliam, vielen Dank, ich nehme ausführlich Stellung zur Antwort vom Online Casino.

1. Zunächst einmal spielt es keine Rolle, welche Beschwerden ich in der Vergangenheit gegen das Online-Casino erhoben habe. Diese Beschwerde hat nichts mit früheren Beschwerden zu tun.
2. Nach meinem Verständnis nach hat CasinoGuru auch das Bedürfnis, zu erfahren, ob Online-Casinos sich an geltendes Recht halten oder nicht. Daher sollten Sie ihre aktuelle Note von 7,4 überdenken. Ich begründe dies sehr detailliert.
3. Dieses Casino wird ausweislich der Homepage: https://www.casoo.com/de gemeinsam von mindestens 2 Unternehmen geführt, die sich in Europa befinden. Einmal von der SGS International Ltd. in Zypern und einmal von der SG International LP in UK.
4. Da ich selber im Datenschutzbereich arbeite, weiß ich sehr gut, welche Anforderungen die DSGVO (GDPR = General Data Protection Regulation) an Unternehmen in Europa stellt. Die GDPR ist geltendes Recht in Europa und jedes Unternehmen hat sich daran zu halten. Beispielsweise muss gemäß Art. 26 GDPR ein Vereinbarung über einen joint Controllership vorliegen, wonach klar hervorgeht, welche Datenschutzrechte von welchem Unternehmen der Unternehmensgruppe eingehalten werden. Auch muss das Unternehmen zwingend die Auskunftsrechte nach Art. 15 GDPR einhalten.
5. Habe ich heute um 9.18 eine E-Mail von universe@casoo.casino erhalten. Ich kann diese E-Mail nicht lesen, da die E-Mail auf einer Sprache verfasst ist, die ich nicht verstehe. Gerne leite ich diese E-Mail an CasinoGuru weiter.
6. Es ist unglaubwürdig, dass das Unternehmen alle Daten von mir gelöscht hat. Zum Beispiel muss das Unternehmen im Fall einer Klage die Möglichkeit haben, sich gegen diese zu wehren. Es wäre also völlig verrückt, wenn ein Unternehmen nach 3 Monaten alle Daten löschen würde.
7. Gerne teile ich CasinoGuru auch mit, was die Datenschutzbehörde von Nikosia/Zyprus über diesen Sachverhalt sagt.

Insgesamt ist das Verhalten dieses Online-Casinos nicht zu akzeptieren. Wenn Sie Kunden in Europa Dienstleistungen anbieten, dann muss das Casino sich auch an diese strengen Regeln halten.

Dear Grillz,

according point 5 of your answer, I would like to ask you to resend me that mentioned email to my address: viliam.v@casino.guru.

Thanks for explaining that it was a promotional email.

@Casoo Online Casino: You know I have a gambling problem !!!!! Finally stop sending me promotional emails. I will forward this case to the data protection authority and will also take legal action against you in Germany.

The way you deal with customers is not possible.

CasinoGuru, thank you very much for your support. You can close the case here. I received all the responses from the casino.

Danke für die Erklärung, dass es sich um eine Werbe-Email gehandelt hat.

@Casoo Online Casino: Sie wissen, dass ich ein Spielsuchtproblem habe!!!!! Hören Sie endlich auf, mir Werbe-E-Mails zu schicken. Ich werde diesen Fall an die Datenschutzbehörde weiterleiten und werde auch in Deutschland gegen Sie Klage erheben.

So wie Sie mit Kunden umgehen, geht das nicht.

CasinoGuru, vielen Dank für Ihren Support. Sie können den Fall hier schließen. Ich habe alle Antworten des Casinos erhalten.

Hi!

Could you please provide us copy of this email?

Your email was deleted from our database, it's impossible to receive promotion letters on your registered email account. Unless you registered a new account.

As I wrote above, you can get all the detailed information from the payment system. Since we are not a payment system, we do not have to store such logs. We are very sorry if we upset you.

Regards

Andrei

To which email address should I send the email?

An welche Email Adresse soll ich die Email schicken?

Hi,

You could send it to the andrei@casoo.com

Thank you!

Regards

Andrei

I am closing this complaint as per player's request.