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I already applied for data disclosure in accordance with Art. 15 GDPR in December 2021, i.e. about 13 months ago (!). The casino actually has 30 days to do this.

To this day I have not received any information. In the live chat I am put off again and again.

The inquiries were sent several times to the email address data.protection@crhelpdesk.com.

According to the live chat, the applications have been received and will be processed as quickly as possible. But I've been getting this answer for about 9 months.

I remind my request every few weeks/months and send emails, but they are all ignored.

Ich habe bereits im Dezember 2021, d.h. vor ca. 13 Monaten (!), eine Datenauskunft gemäß Art. 15 DSVGO beantragt. Dafür hat das Casino eigentlich 30 Tage Zeit.

Bis zum heutigen Tage habe ich keine Auskunft erhalten. Im Live-Chat werde ich immer und immer wieder vertröstet.

Die Anfragen wurden mehrfach an die E-Mailadresse data.protection@crhelpdesk.com gesandt.

Laut Live-Chat sind die Anträge eingegangen und werden schnellstmöglich bearbeitet. Doch diese Antwort erhalte ich seit ca. 9 Monaten.

Ich erinnere alle paar Wochen/Monate an meine Anfrage und sende E-Mails, die jedoch allesamt ignoriert werden.

Dear kaseyinho,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your request and understand your concern. However, please bear in mind that casinos are not obligated to store this kind of information for a long period of time. Could you please advise from which period you request the data? Is your account still accessible? Lastly, could you please advise what the disputed amount represents?

Looking forward to hearing from you.

Best regards,

Nick

Thank you for the feedback!

The period extends from around 2017 to the present day, with the last deposit probably being around 2 years ago. This period should still be documented.

It's not about a disputed amount, it's just an overview of all deposits and withdrawals.

Vielen Dank für die Rückmeldung!

Der Zeitraum erstreckt sich von ca. 2017 bis heute, wobei die letzte Einzahlung vor ca. 2 Jahren gewesen sein dürfte. Dieser Zeitraum müsste noch dokumentiert sein.

Es geht um keinen strittigen Betrag, es geht lediglich um eine Übersicht, aus der sämtliche Ein- sowie Auszahlungen ersichtlich ist.

Addendum: Just tried to log in to Casino Share with my ID. That worked. The last deposit was made on 05/05/2020. Unfortunately, transactions can only be traced back 12 months.

Ergänzung: Habe gerade versucht, mich mit meiner Kennung im Casino Share einzuloggen. Das hat funktioniert. Die letzte Einzahlung erfolgte am 05.05.2020. Leider lassen sich Transaktionen nur 12 Monate zurückverfolgen.

Dear kaseyinho,

If your data is visible only for 12 months, I doubt that the casino would have any other data as they do not store it for years.

The retention period depends on the license granted, but is in any case several years. With Maltese licenses, for example, it is 6 years, as I just found out from a lawyer. With Canadian licenses, you couldn't say for sure, but it's been several years.

Apart from that, the mere fact that I can still log in and see my data is an indication that my data has not yet been deleted.

I was hoping there were interfaces that you might be able to use. Maybe the casino will react if someone from another place - in this case Guru Casino - asks. The last alternative would be to sue for the data, which should really be the last step. It should really be possible to get his data. In addition, the casino is legally obliged to do so.

Dir Aufbewahrungsfrist ist abhängig von der erteilten Lizenz, beträgt aber in jedem Fall mehrere Jahre. Bei maltesischen Lizenzen sind es beispielsweise 6 Jahre, wie ich eben von einem Anwalt erfahren habe. Bei kanadischen Lizenzen konnte man es nicht mit Gewissheit sagen, aber es seien auch mehrere Jahre.

Abgesehen davon ist alleine schon die Tatsache, dass ich mich noch einloggen kann und meine Daten sehe, der Hinweis darauf, dass meine Daten noch nicht gelöscht sind.

Ich hatte die Hoffnung, dass es Schnittstellen gibt, derer Sie sich vielleicht bedienen können. Vielleicht reagiert das Casino ja, wenn jemand von einer anderen Stelle - in diesem Fall Guru Casino - nachhakt. Die letzte Alternative wäre die Daten einzuklagen, was aber wirklich der letzte Schritt sein sollte. Es sollte ja wirklich möglich sein, an seine Daten zu kommen. Zudem das Casino dazu rechtlich verpflichtet ist.

Thank you kaseyinho for all the information provided so far. The casinos accepting EU customers should follow GDPR rules.

In this case, the casino should provide you with a complete list of the transactions.

I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello kaseyinho,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casino Share to join the conversation and participate in the resolution of this complaint.

Dear Casino Share,

Can you please provide any information regarding the player's request for a list of transactions?

Kind regards,

Adam

Hi.

I'm currently OOO until next week. I will look into this once I am back.

Cheers

Hello Casino share,

Thank you for your response, we will wait to hear from you.

Kind regards,

Adam

Hey there

It looks like they responded to the player this morning. Please confirm.

Cheers

No, I have not received an answer. Neither in my email inbox nor in the spam folder.

Nein, ich habe keine Antwort erhalten. Weder in meinem E-Mailpostfach, noch im Spam-Ordner.

I can see the email in our support sent items. It was definitely sent from support@crhelpdesk.com

Timestamp 12-02-2023 22:36:52 UTC

Good day,

still no email has arrived. I can give you a different email address and we'll try to see if it works.

Guten Tag,

es ist nach wie vor keine E-Mail angekommen. Ich kann Ihnen gerne eine andere E-Mailadresse geben und wir versuchen, ob es dann klappt.

Dear kaseyinho,

Please go ahead and provide an alternate address to the thread. I will mark it private so it remains confidential.

Kind regards,

Adam

Thank you, kaseyinho.

Dear Casino Share,

Please advise if you are able to resend the reply to the alternate address provided by the player.

Kind regards,

Adam

Unfortunately I do not have access to the data because it is sensitive. The player will have to email the department and request they send the data to the alternate email.

Cheers

Assuming there would be some evasion again, I did so this morning. Of course I didn't get an answer again and of course they didn't want to help me in the live chat either.

Da ich davon ausgegangen bin, dass es wieder irgendwelche Ausflüchte geben wird, habe ich das bereits am heutigen Morgen getan. Natürlich habe ich erneut keine Antwort erhalten und natürlich wollte man mir auch im Live-Chat nicht weiterhelfen.

I will alert the department that you have emailed again so they can look for the email.

Cheers

Edit: They told me they have resent the data to both addresses today. Please check your inbox.

The information has arrived. Thank you very much that it finally worked! The case is thus solved.

Die Datenauskunft ist eingetroffen. Herzlichen Dank, dass es nun endlich geklappt hat! Der Fall ist damit gelöst.

Thanks.

Adam can you please close the complaint.

Cheers

Thank you for your assistance, Casino Share.

Dear kaseyinho,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam