Tsars Casino - O jogador está solicitando mais informações sobre o procedimento 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 security@tsars.com on November 25th, 2021 with a request for information according to Art. 5 GDPR and have never received an answer.

Kind regards

Eric G*****

Hallo Petronela, 

ich habe am 25.11.2021 eine E-Mail an security@tsars.com mit der Bitte um Auskunft nach Art. 5 DSGVO gesendet und bisher nie eine Antwort 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@tsars.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, you are also subject to EU money laundering laws, which means that you must store data on payments in particular for 10 years.

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.  

Additionally, this casino doesn't operate under MGA License.

Hello Erik,

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

Hello, everyone. 

As was already mentioned in this complaint by Petronela; we are not obligated to share requested information by any legal standards.

There is no regulatory body that has this type of effect on private companies and us.

Eric, we are more than confident in claiming, that you have found this "GDPR argument" on some kind of internet forum and haven't read it yourself. 

Please double-check Art. 5 GDPR Principles relating to the processing of personal data. Even if this was correctly applied to our situation, nowhere does it states that 

personal data (including transaction history) needs to be shared. Mostly it references proper storage and safety guidelines. This information/matter was already double-checked with our legal department and they confirmed the validity of our standpoint. 

Furthermore - your transactions to us were made only through bank card deposits. Thus all your transaction history should be visible in your online banking. 

But if this matter was already escalated to the Casinoguru platform, we have no problem providing you with basic information: 

You have made 3 deposits for the total amount of 550.00 EUR

Other information won't be provided from our side: payment confirmations, dates, amounts, etc. 

Also, I would like to separately add that we do not keep data for more than six months if the client has been blocked.

Of the personal data in the system remains only the email and the id, which was assigned at the time of registration. This is done so that the client could not register a second account with the same email.

Documents and all other information we do not keep on our side. As you know, our verification is done by the Sumsub system. All financial transactions and their history are stored on the side of payment systems.

Exactly the same information is stored on the side of your bank where you can request it.

Regards

Andrei

Dear Casino,

thank you for the explanation.

Dear Erik,

I had tried to help you but I'm afraid that my hands are tied in this case. I'll extend the timer for additional 7 days, please, let me know if I've overlooked something important. Unfortunately, I'm forced to reject your complaint because an online Casino with a Curacao license has different rules like European Union.

Hello Viliam,

Thank you very much for your effort.

If a casino operates on the German or European market, then it also has to comply with our laws and regulations.

The General Data Protection Regulation (GDPR) is one such rule. The fact that the casino doesn't know this or willfully refuses to answer such inquiries is sad and the only thing they can do is discourage any player from playing here.

I got this information easily from other Curacao casinos.

You can still close the case.

Kind regards

Eric

Hallo Viliam,

vielen Dank für Ihre Mühe.

Wenn ein Casino auf dem deutschen bzw. europäischen Markt agiert, dann hat es sich auch an unsere Gesetze und Regen zu halten.

Die Datenschutzgrundverordnung (DSGVO / GDPR) ist so eine Regel. Die Tatsache, dass das Casino das nicht weiß bzw. sich absichtlich weigert, solche Anfragen zu beantworten, ist traurig und man kann jedem Spieler hier nur abraten, zu spielen.

Von anderen Curacao-Casinos habe ich diese Auskunft mühelos bekommen.

Sie können den Fall dennoch schließen.

Mit freundlichen Grüßen

Erik

Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.