Cosmo Casino - El jugador solicita una lista de sus depósitos y retiros.

Good day,

Can they help me? The casino does not send me a list of my deposits and withdrawals of the past years on several requests. Then I wanted to complain to the supervisory authority but there is no license number or authority where I can complain. And Casino Rewards doesn't give that away.

Guten Tag,

Können die mir behilflich sein. Das Casino schickt mir auf mehreren Anfragen keine Auflistung meiner ein und Auszahlungen der vergangenen Jahre. Dann wollte ich mich bei der Aufsichtsbehörde beschweren aber es gibt keine Lizenznr oder Behörde wo ich mich beschweren kann. Und Casino Rewards rückt das nicht raus.

Hello davidmikalo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cosmo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you request for the list for the first time? For what reason did you ask for it? When was the last time you deposited or made any movement in the casino? Is your account still active?

Looking forward to your answer.

Regards,

Nick

Hello, the first email was on January 25th, 2023

I paid in for the last time on 02/15/2023.

I would like this list according to Art. 15 General Data Protection Regulation (GDPR)

Because I would like to know how much I have won and lost there.

You can only see this in the player account for 12 months retrospectively.

But since I've been playing there for years, it would be interesting for me to know that.

I find it very strange that you can't understand it yourself. And why is there no license at this casino?

Thank you very much for your effort

Guten Tag die erste Email war am 25.01.2023

Ich habe am 15.02.2023 das letzte mal eingezahlt.

Ich möchte diese Auflistung nach Auskunft nach Art. 15 Datenschutz-Grundverordnung (DSGVO)

Weil ich gerne wissen möchte wieviel ich dort eingezahlt habe gewonnen und verloren.

Mann kann das nur im Spielerkonto nur 12 Monate Rückwirkend sehen.

Da ich aber dort schon Jahre spiele wäre es für mich interessant das zu wissen.

Ich finde es sehr merkwürdig das man das nicht selbst nachvollziehen kann. Und warum steht auch keine Lizenz bei diesem Casino?

Vielen Dank für Ihre Mühe

Hello davidmikalo,

The casino has a license - https://certificates.gamingcommission.ca/KGCCertificates.aspx?id=7aa61632-4dcc-4fd1-82dd-127a6a4e6db3

Also the casino is not obligate to store any old data regarding any player or their movements. Most of casinos store data up to 6 months so if this specific provides a 12 month history. If you are able to see all your data within your casino account for the last year, the casino won't be able to provide any older history.

Thank you very much for your effort.

I've seen that someone else has had a similar experience here and it didn't lead to any results.

But why doesn't the casino answer the question. ?

Vielen Dank für Ihre Mühe.

Habe gesehen das jemand schon eine ähnliche Erfahrung hier gemacht hat und diese zu keinem Ergebnis geführt hat.

Aber warum Antwortet das casino auf die Frage nicht. ?

Hello davidmikalo,

When was the last time you contacted the casino? Do I understand it correctly that they did not respond to you at all?

Basically, we can't consider it as something unfair from the casino. Yes, they should definitely respond to the player no matter if they can resolve it or not. But in this case they would not be able to provide information other than visible in your account history anyway.

No, they didn't even answer no matter how many times I wrote.

Info@crhelpdesk.com no reply

data.protection@crhelpdesk.com no reply

support@casinorewards.com

No Answer

And wrote several emails.

Nein die haben überhaupt nicht einmal geantwortet egal wie oft ich geschrieben habe.

Info@crhelpdesk.com keine Antwort

data.protection@crhelpdesk.com keine Antwort

support@casinorewards.com

Keine Antwort

Und mehrere Emails hingeschrieben.

Can you please advise where did you find those contact addresses?

I've checked the casino website and found only this one - support@crhelpdesk.com (https://www.cosmocasino.com/en/contact-us/)

On the internet and from chat.

Im Internet und vom chat.

Now I had 50€ in payment at luxury casino wanted to pay out there via Neteller now after 48 hours the money was booked back to the casino account because there is no more Neteller. Wasn't even notified that they did it. Also have a payout of 50€ at cosmo. Let's see if that's the case there. Of course I have to wait another 24 hours to continue. I find the communication from this group really bad.

Jetzt hatte ich 50€ in auszahlung bei luxury casino wollte dort per Neteller auszahlen jetzt nach 48 Std wurde das Geld zurück gebucht auf das Casino Konto weil es kein Neteller mehr gibt. Wurde dort auch nicht benachrichtigt das sie das gemacht haben. Habe bei cosmo auch eine Auszahlung von 50€. Mal sehen ob das da auch so ist. Muss natürlich noch 24 Std warten bis es weiter geht. Ich finde die Kommunikation von dieser Gruppe total schlecht.

Hello davidmikalo,

If you have issue with a different casino please submit a new complaint as we deal only with 1 issue/1 casino/1 complaint.

Regarding your issue with Cosmo Casino, you can try to send them the request to the e-mail I've posted before but as already explained above, they are not obligate to hold players data for that long period of time.

Is there anything else we could assist you with this case? If not, the complaint will be closed.

No thanks, you can close it already wrote there, but there hasn't been an answer to this day

Nein danke können sie schließen hatte da ja schon hingeschrieben aber es gibt bis heute keine Antwort