1xBet Casino - O jogador fez uma solicitação de GDPR.

I created an account at 1xBet several years ago, where I also played. I made several deposits and withdrawals there. I wrote to the provider that I want to make a GDPR ( DPO ) request and the company refuses to provide me with a transaction list. I cannot access my account because 1xBet from Germany is no longer accessible. I am a gambling addict and for my gambling therapy my psychologist needs an accurate listing of my transactions in order to apply for gambling therapy with my health insurance. Every casino must document all transactions and keep them for at least 10 years as required by law. According to the GDPR, I also have the right to inspect the data stored about me. 1XBet is headquartered in Cyprus / EU and has a Curacao license, however it applies regardless of the licensing, as the GDPR / GDPR also applies to all non-EU companies if they offer services within the EU (proof: Art. 3 GDPR ). Since 1xBet was specifically accepting customers from Germany at the time and still accepting customers from other EU countries, it would have to follow GDPR rules and the casino would have to provide me with a complete list of all the transactions/game histories I made.

The company 1XBet refers to storing the data I request only for 240 hours, which goes against the legal retention period, so the provider is obliged to send the transaction lists.

I ask for clarification.

Ich habe bei 1xBet vor mehreren Jahren ein Konto erstellt, wo ich auch gespielt habe. Dort habe ich mehrere Ein- und Auszahlungen getätigt. Dem Anbieter habe ich geschrieben, dass ich eine DSGVO ( DPO ) Anfrage stellen will und das Unternehmen weigert sich, mir eine Transaktionsliste zur Verfügung zu stellen. Auf mein Konto kann ich nicht zugreifen, da 1xBet aus Deutschland nicht mehr zugänglich ist. Ich bin spielsüchtig und für meine Spieltherapie braucht mein Psychologe eine genaue Auflistung meiner Transaktionen, um bei meiner Krankenversicherung eine Therapie gegen Spielsucht zu beantragen. Jedes Casino muss alle Transaktionen dokumentieren und mindestens 10 Jahre aufbewahren, wie es das Gesetz vorschreibt. Auch habe ich nach DSGVO ein Recht auf Einsicht der über mich gespeicherten Daten. 1XBet hat ihren Hauptsitz auf Zypern / EU und hat eine Curacao-Lizenz, jedoch gilt es unabhängig von der Lizenzierung, da die DSGVO / GDPR auch für alle Nicht-EU Unternehmen gilt, wenn diese Leistungen innerhalb der EU anbietet ( Beweis : Art. 3 DSGVO ). Da 1xBet seinerzeit Kunden speziell aus Deutschland akzeptiert und nach wie vor Kunden aus anderen EU-Ländern akzeptiert, müsste es die DSGVO-Regeln befolgen und das Casino müsste mir eine vollständige Liste aller von mir getätigten Transaktionen / Spielverläufe zur Verfügung stellen.

Das Unternehmen 1XBet bezieht sich darauf, die Daten, die ich anfordere, nur für 240 Stunden zu speichern, was gegen die gesetzliche Aufbewahrungsfrist spricht, sodass der Anbieter zum Versand der Transaktionslisten verpflichtet ist.

Ich bitte um Klärung.

Dear GermanGambler,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that this casino is licensed by Curaçao, therefore the regulations are, unfortunately, different from casinos licensed by MGA. Could you please advise how long was your account active in the past?

Would you be so kind as to forward all the emails or screenshots showing that you have sent these requests? My email address is kristina.s@casino.guru. Did you specify in those requests what data you want and clearly stated the reason why? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your feedback. According to my legal opinion, companies that offer their services in EU countries and in particular are registered in the EU, as 1XBet is, must send the copy of the GDPR / DPO. Here it does not matter whether it is a casino or another company.

As far as I can remember, my account was opened in 2016 (?) and was active for several years. I haven't played with the provider since 2019 or 2020.

I am sending you an email with all the correspondence where 1xBet refuses to comply with my request.

The message I send was :

____________

Dear Sir or Madam,

In accordance with Art. 15 General Data Protection Regulation (GDPR), we hereby request

from you, free of charge, information on the following personal data concerning from me,

Mr. XX XXX , born on XX XX XXXX, e-mail address XXXX@XXX.de in machine-readable form :

1. Time (day/month/year) and amount of each ingoing payment into the user account

since registration.

2. Time (day/month/year) and amount of each outgoing payment from the user

account since registration.

3. The current balance of the user account

4. The game history, showing stakes, wins, and losses distinguished by game type

since registration

5. The total loss and the breakdown of the losses by type of game

6. The legal entity with which the contract was concluded

You are welcome to reply to this request for information via this e-mail address.

We set you a deadline of one month to provide this information, ie up to

September 14, 2022 (date of reception).

Should you fail to provide the information until this date, I may take further action.

Yours sincerely

XX XXX

___

For data protection I have changed my personal data.

___

When I was written that personal data is not stored there, I made another request with my player account number.

Hallo Kristina,

vielen Dank für Ihre Rückmeldung. Nach meiner Rechtsauffassung ist es so, dass Unternehmen, die ihre Dienstleistungen in EU-Ländern anbieten und insbesondere in der EU gemeldet sind, wie es 1XBet ist, die Kopie der DSVGO / DPO zukommen lassen müssen. Hier kommt es nicht an, ob es ein Casino ist oder ein sonstiges Unternehmen ist.

Mein Konto wurde soweit ich mich erinnern kann, 2016 (?) eröffnet und war mehrere Jahre aktiv. Seit 2019 oder 2020 spiele ich nicht mehr bei dem Anbieter.

Ich schicke Ihnen eine E-Mail mit dem gesamten Schriftverkehr, wo sich 1xBet weigert, meiner Anfrage nachzukommen.

The message I send was :

____________

Dear Sir or Madam,

In accordance with Art. 15 General Data Protection Regulation (GDPR), we hereby request

from you, free of charge, information on the following personal data concerning from me, 

Mr. XX XXX , born on XX XX XXXX, e-mail address XXXX@XXX.de in machine-readable form :

1. Time (day/month/year) and amount of each ingoing payment into the user account

since registration.

2. Time (day/month/year) and amount of each outgoing payment from the user

account since registration.

3. The current balance of the user account

4. The game history, showing stakes, wins, and losses distinguished by game type

since registration

5. The total loss and the breakdown of the losses by type of game

6. The legal entity with which the contract was concluded

You are welcome to reply to this request for information via this e-mail address.

We set you a deadline of one month to provide this information, i.e. up to

14.9.2022 (date of reception).

Should you fail to provide the information until this date, I may take further action.

Yours sincerely

XX XXX

___

Für den Datenschutz habe ich meine persönlichen Daten verändert.

___

Als mir geschrieben wurde, dass persönliche Daten dort nicht gespeichert werden, habe ich nochmals eine Anfrage mit meiner Spielerkontonummer gestellt.

Thank you very much GermanGambler for your reply. I would like to emphasize that many casinos do not store information about their players' activity for a period longer than a few months. Therefore, chances are that the casino will not be able to provide all information you require.

Nonetheless, I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thanks very much. However, it is well known that because 1Xbet is also registered in Cyprus, i.e. in the EU, EU data protection laws apply, so they must be kept for at least 10 years.

Dankeschön. Jedoch ist es bekanntlich so, dass weil 1Xbet auch auf Zypern , das heißt in der EU angemeldet ist, die EU-Datenschutzgesetze gelten, sodass sie für mindestens 10 Jahre aufbewahrt werden müssen.

Hello GermanGambler!

From now on, I will take care of your complaint. In order to proceed with your query, I'd like to invite 1xBet Casino representatives into this complaint.

Many Thanks. As soon as you need something, please write to me. I'm waiting for an adequate solution from 1xBet

Vielen Dank. Sobald Sie etwas brauchen, schreiben Sie mir bitte. Ich warte auf eine angemessene Lösung von 1xBet

Dear GermanGambler,

Thank you for contacting us!

We've sent a corresponding request to the Security Service regarding your question. As soon as we receive new information on your situation, we'll surely get back to you with an answer

All the best,

The 1xBet Support

Thanks very much. I am waiting for your short-term reply and I hope for a good solution from you.

Dankeschön. Ich warte auf Ihre kurzfristige Antwort und ich hoffe auf eine gute Lösung von Ihnen.

Dear 1xBet Support,

Thank you for your response, we'll be awaiting and looking forward for your next reply soon.

Dear GermanGambler,

Thank you for your patience!

We've made the request on your situation to the Security Service and received the information, that on your question you need to contact police@1xbet-team.com directly with providing your client ID number. They'll check all the information regarding your request and provide you with the answer

All the best,

The 1xBet Support

Hello, It's a very clever way of yours to delay the whole thing. I sent an email to security-en@1xbet-team.com, info-en@1xbet-team.com and police@1xbet-team.com on 11/07/2022 with my affected account number. Kristina has the e-mail.

On November 7th, 2022, I received feedback from Andrii Shulhin, Privacy Policy Officer ( Data Protection Officer ), that they refer to the previous email. This is also available to Kristina.

As a precaution, I sent an email to police@1xbet-team.com again, stating the account number.

Guten Tag, es ist eine sehr ausgedachte Methode von Ihnen, das Ganze hinauszuzögern. Ich habe am 07.11.2022 eine E-Mail mit meiner betroffenen Kontonummer an security-en@1xbet-team.com, info-en@1xbet-team.com und police@1xbet-team.com geschrieben. Die E-mail liegt Kristina vor.

Am 07.11.2022 habe ich von Andrii Shulhin , Privacy Policy Officer ( Data Protection Officer ) die Rückmeldung bekommen, dass sie sich auf die vorherige E-Mail beziehen. Diese liegt Kristina ebenfalls vor.

Vorsorglich habe erneut eine E-Mail an police@1xbet-team.com mit der Angabe der Kontonummer gestellt.

Dear 1xBet Support,

Since the player has already written to the specified email address twice, please let us know about any news in the process.

Dear GermanGambler,

Thank you for your feedback.

Could you please clarify what answer did you receive on your last email to the police@1xbet-team.com?

Looking forward to your reply!

All the best,

The 1xBet Support

Thank you for contacting us. Please wait for a response.

Best Regards,

Andrii Shulhin

Privacy Policy Officer (Data Protection Officer)

Dear 1xBet Support,

I'd like to ask you kindly, could you please check with the relevant department of your team, whether the player's request is being handled? As of now, it unfortunately looks like there is no progress with the situation. We would like to know if the player's request will be handled at all, or should we expect it to be denied?

Please, let us know, we are looking forward for your reply.

An answer is still NOT available from 1XBet

Eine Antwort liegt von 1XBet immernoch NICHT vor

Dear GermanGambler,

Thank you for your patience!

We kindly ask you to clarify did you receive the answer from the police@1xbet-team.com? If not, please specify the dates of your appeals on this email. We'll send a corresponding request to the Security Service and surely get back to you with an answer

All the best,

The 1xBet Support

Hallo.

Ich habe am 24.11.2022 folgende Nachricht an police@1xbet-team.com geschickt :

Dear Sir or Madam,

In accordance with Art. 15 General Data Protection Regulation (GDPR), we hereby request

from you, free of charge, information on the following personal data concerning from me, 

account number 14580693 in machine-readable form :

1. Time (day/month/year) and amount of each ingoing payment into the user account

since registration.

2. Time (day/month/year) and amount of each outgoing payment from the user

account since registration.

3. The current balance of the user account

4. The game history, showing stakes, wins, and losses distinguished by game type

since registration

5. The total loss and the breakdown of the losses by type of game

6. The legal entity with which the contract was concluded

You are welcome to reply to this request for information via this e-mail address.

We set you a deadline of one month to provide this information, i.e. up to

24.12.2022 (date of reception).

Should you fail to provide the information until this date, I may take further action.

Yours sincerely

XXX XXXX

__________

Eine Antwort bis auf die E-Mail vom Herrn Shulhin ( Privacy Policy Offer / Data Protection Officer ) vom 24.11.2022, wo er mir schreibt, dass ich auf eine Antwort soll, habe ich nie erhalten.

Ich bitte Sie endlich um Übersendung der von mir angeforderten Unterlagen.

Dear 1xBet Support,

We understand that such a request may take some time to be fulfilled. In this particular situation, I am quite frankly unable to see the situation moving to any direction apart from constant redirection to your Security Service. Also, you have not provided us with any helpful information in the process, which we would really appreciate, if you would do so.

Since we are not able to keep the complaints open for indefinite time, especially when there is no movement in the situation, I would like to ask you to provide us with more exact information about the player's query in the future and in the best case scenario to satisfy the player's request.

I will extend the timer for another 7 days, in case the substance of this complaint would not be resolved, we will be forced to close this complaint as unresolved.

We are looking forward for your reply.

Dear GermanGambler,

Thank you for your patience!

Your situation is currently under review. We've sent an additional request on your situation to the Security Service and as soon as we receive the response, we'll surely back to you with the answer

All the best,

The 1xBet Support

Dear GermanGambler and 1xBet Support,

Unfortunately, we are not able to see any progression with the player's query on the casino's end, we can not leave this complaint opened for further unspecified period of time. After numerous attempts and notifications for casino to provide us with more specific information, we were not successful in receiving any.

With that being said, we will now close this case as unresolved in our system.

Should the situation change in the future, both participating sides are welcome to contact us with request to reopen this complaint.