Cosmo Casino - El jugador solicita un historial de depósitos.

Dear Sabine0506,

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. 

Could you please specify for how long period you are requesting your deposit history? Please understand that the casino is not obligated to keep this kind of information.

Additionally, please clarify why the disputed amount of this complaint is €20,000? Are there any funds being held by the casino?

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

The value in dispute will be around 20,000 euros, as I'm not finished with this casino yet. It will all be through a lawyer. I have requested the transaction history from 2018. The companies are obliged to cancel these 10 years and to send the data protection declaration including the transaction history within 4 weeks. If you do not do this, you face a fine of 4500 euros or more, depending on the turnover. And casinorewards has a high turnover ....... i just need the transaction history, which shouldn't be a problem for a casino like casinorewards.

Der streitwert wird ca. 20000 Euro betragen, da ich mit diesem casino noch nicht fertig bin. Es wird alles über einen Anwalt gehen. Ich habe den transaktionsverlauf ab 2018 angefordert. Die Unternehmen sind verpflichtet diese 10 jahre aufzuheben und innerhalb 4 wochen die Datenschutzerklärung incl. Transaktionsverlauf zu schicken. Wenn sie das nicht tun, droht ihnen je nach umsatz eine strafe ab 4500 euro. Und casinorewards hat einen hohen umsatz.......ich brauche ganz einfach nur den transaktionsverlauf was für ein casino wie casinorewards kein problem sein sollte.

Thank you, Sabine0506, for your reply. Could you please confirm that only the transaction history is requested from the casino and no funds are being held?

Furthermore, could you please file a new complaint about Casino Kingdom as we keep one thread to one casino only? Thank you in advance for your cooperation.

I'll file the complaint right away

Ich reiche die Beschwerde gleich ein

Could you please confirm that only the transaction history is requested from the casino and no funds are being held?

Yes, I confirm that. Transaction history only

Ja das bestätige ich. Nur transaktionsverlauf

Thank you very much, Sabine0506, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

PS: Since there are no funds being held and the casino is not obligated to keep this kind of record I have corrected the disputed amount from €20,000 to zero. Nevertheless, we will try to contact the casino and help you to obtain the statement if it's available. However, please bear in mind, if the file is not possible to generate we can't penalize the casino.

As far as I know, they are obliged to keep the transaction history for 10 years and to send it within 4 weeks

Meines wissens sind die verpflichtet den transaktionsverlauf 10 jahre aufzuheben und innerhalb 4 Wochen zu schicken

Hello Sabine0506!

From now on, I will take care of your complaint. I would like to ask Cosmo Casino representatives to join this discussion in order to help us resolve your request.

Hi there

I can see the player has contacted the casino in the last couple of days and is now waiting on a reply from the relevant team, so there is nothing more I can do.

Cheers

Hello Sabine0506!

Please keep us updated once you'll receive an answer from the relevant department as it was described by the representatives of Cosmo Casino.

They won't be in touch any more than they have since August. I'm being ignored

Die werden sich genauso wenig melden wie seit August. Ich werde ignoriert

Dear Sabine0506,

Unfortunately, I did not managed to get any particular or positive response for your case from the casino representatives. As my colleague Petronela have already mentioned, the casinos are not obliged to keep this kind of information. Therefore, we will not be able to help you within this situation any further.

Since in this case there is no reason to punish the casino, we will be rejecting this complaint or is there anything else we can help you with?

That was exactly what I wrote. I'm being ignored. According to Art. 12 Para. 3 GDPR, the casinos are obliged to send the transaction history within 4 weeks. Unfortunately there is nothing else they can do for me. Then I will sort this matter out myself. Thanks for the help.

Das war exakt das was ich geschrieben habe. Ich werde ignoriert. Die casinos sind verpflichtet laut Art. 12 Abs. 3 DSGVO innerhalb 4 Wochen den transaktionsverlauf zu schicken. Leider können sie sonst nichts für mich tun. Dann werde ich diese Angelegenheit selbst regeln. Danke für die Hilfe.

Dear Sabine0506,

Due to the reasons that have been mentioned earlier, we are rejecting this complaint.