PlayOJO Casino DE - El jugador está solicitando más información sobre el procedimiento GDPR.

The casino hasn't responded to my GDPR request for over 2 months.

Das Casino reagiert seit über 2 Monaten nicht auf meine DSGVO-Anfrage.

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

Hello Petronela,

I sent an email to support@playojo.com on October 11, 2021 with a request for information in accordance with Art. 5 GDPR. After I got back from the casino and sent my identity card on October 13th, 2021, I have not received a reply since then.

Kind regards

Eric G*****

Hallo Petronela, 

ich habe am 11.10.2021 eine E-Mail an support@playojo.com mit der Bitte um Auskunft nach Art. 5 DSGVO gesendet. Nach Rückmeldung des Casinos und Zusendung meines Personalausweises am 13.10.2021 habe ich seither keine Antwort mehr erhalten.

Mit freundlichen Grüßen 

Erik G*****

What kind of information you have enquired, please?

A copy of my stored personal data, including the transaction list with all deposits and withdrawals as well as game history.

Eine Kopie meiner gespeicherten personenbezogenen Daten, einschließlich der Transaktionsliste mit allen Ein-und Auszahlungen sowie den Spielverlauf.

Is your account still opened? If yes, you should be able to access your game and cashier histories.

The account has been permanently closed and unfortunately I no longer have access to the data.

Das Konto wurde dauerhaft geschlossen und ich habe leider keinen Zugriff mehr auf die Daten.

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@playojo.com and CC me (petronela.k@casino.guru) in that email.

If there's no reply, we will intervene.

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.

Hi there,

I wrote the e-mails and cc'd them?

Kind regards

Eric G*****

Hallo, 

ich habe doch die E-Mails geschrieben und Sie ins Cc gesetzt? 

Mit freundlichen Grüßen 

Erik G*****

Could you please advise how long ago was your account closed?

At least 1 year.

Mindestens 1 Jahr.

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.

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

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

Kind regards

Eric G*****

Hallo Petronela,

nach Art. 5 Datenschutzgrundverordnung (DSGVO) hat jeder Verbraucher in der EU das Recht, eine Auskunft über die Speicherung seiner personenbezogenen Daten zu erhalten. Die Casinos müssen diese Daten bereitstellen.

Außerdem unterliegen Sie auch den Geldwäschegesetzen der EU, sodass Sie insbesondere Daten über Zahlungen 10 Jahre speichern müssen.

Wenn Sie mir nicht weiterhelfen können, dann werde ich Beschwerde bei der MGA einlegen.

Mit freundlichen Grüßen

Erik G*****

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.  

Hello Erik,

I looked at your complaint and will do my best to help you. I would like to invite PlayOJO Casino DE into this conversation. Casino, can you please specify why you didn't react to the player's GDPR request?

We would like to ask the PlayOJO Casino DE to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

response from the Casino:

"Dear Erik,

You sent your request to support@playojo.com instead of support@playojo.de

Because you are in Germany can you please send your request to support@playojo.de and Customer Support will take care of your request."

Dear Erik,

follow the Casino's instructions and let me know about your progress, please.

Hallo,

leider kann ich die E-Mail nicht senden, da ich auf wahrscheinlich auf Ihrer Spam-Liste stehe. Es kommt folgende Meldung:

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of

its recipients. This is a permanent error.

The following address failed:

support@playojo.de:

SMTP error from remote server for GREETING command, host: mx1.emailsrvr.com (173.203.187.1) reason: 554 5.7.1 ACL dns_rbl; Client host [82.165.159.35] blocked using Spamhaus

SBL. Please visit http://www.spamhaus.org/lookup/ for more information

on why this message could not be delivered (G21)

Mit freundlichen Grüßen

answer from the Casino:

"please reply to the email support sent you on March 28 through the email support@playojo.de regarding your request."

Dear Erik,

Did you do that? Has something changed? 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.

Hello,

I can't send emails to PlayOjo because as mentioned above my email is on the casino's spam list.

Kind regards

Eric G*****

Hallo,

ich kann keine E-Mails an PlayOjo senden, da ich wie oben bereits beschrieben, meine E-Mail auf der Spamliste des Casinos steht.

Mit freundlichen Grüßen

Erik G*****

Dear Casino,

do you have this player on the spam list or where is the problem, please?

We would like to ask the PlayOJO Casino DE to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Erik,

Casino representative asked me to tell you to contact their live chat. They are ready to help you.

Please, let me know about your progress.

Hello,

unfortunately no one can be reached in the live chat.

Kind regards

Eric G******

Hallo,

leider ist im Live-Chat niemand erreichbar.

Mit freundlichen Grüßen

Erik G******

Comment from the Casino:

"Support replied to your live chat but you didn't log into your account to see their reply.

They also tried to call you twice but it goes straight to Voice Mail."

Please, try it again and inform me about your progress.

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.

The player can ask to reopen this complaint anytime.