Hello,

I have written to the Csino/Reward group several times in the past asking for a summary of all my deposits and withdrawals. I have been, and still am, registered with several of the group's casinos. The rewards group completely ignores my requests. I want an overview of all payments that have been made and withdrawn to casinos in the Rewards group to see how much I've lost in total. It will be possible for the group to which all casinos belong to create the overview. Since I sometimes no longer have the logins and therefore do not know exactly where I was registered, my request was made directly to the company that operates all the casinos. I was registered under several email addresses. However, the group should be able to call up payment transactions using my name and addresses alone.

Thank you for your cooperation.

Hallo,

ich habe in der Vergangenheit mehrmals an das Csino bzw. die Reward Gruppe geschrieben und um eine Zusammenfassung aller meiner EIn- und Auszahlungen gebeten.Ich war bei mehreren Casinos der Gruppe angemeldet, bzw. bin es noch immer. Die rewardsgruppe ignoriert meine Anfragen komplett. Ich m?chte eine übersicht s?mtlicher Zahlungen, die an Casinos der Rewards Gruppe geflossen und abgehoben worden sind, um zu sehen, wie viel ich insgesamt verloren habe. Es wird der Gruppe, zu der alle Casinos geh?ren, m?glich sein, die übersicht zu erstellen. Da ich teilweise die Logins ncht mehr habe un dauch nicht genau wei?, wo ich überall angemeldet war erfolgte meine Anfrage direkt an das Unternehmen, das s?mtliche Casinos betreibt. Ich war unter mehreren mailadressen angemeldert. Die Gruppe sollte aber allein bereits anhand meines Namens und meiner Adressen den Zahlungsverkehr aufrufen k?nnen.

Danke für Ihre Mithilfe.

Dear thomas3588,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. How long ago you have closed your account? From which period you’d like to receive your deposit report?

Moreover, I would like to inform you, that most casinos save information like this only for a specific period of time (for example 3 months, one year etc.) therefore, I am not sure we will be able to help you with this matter.

Looking forward to hearing from you.

Best regards,

Petronela

You are very well informed. The operator Casino Reward is obliged to save all my deposits from the last few years and must provide the player with complete information on request. I would be happy to email you my details. Of course, I would like information about the entire period since registration. I already said that, didn't I?

Sie sind ja mal super informiert. Der Betreiber Casino Reward ist verpflichtet meine ganzen Einzahlungen der letzten Jahre zu speichern und muss dem Spieler auf Verlangen vollst?ndige Auskunft erteilen. Meine Daten sende ich Ihnen gerne per Mail. Natürlich m?chte ich Auskunft über den Gesamtzeitraum seit Anmeldung. Hab ich doch bereits gesagt, oder?

You can email your personal information to [email protected]. However, I would like to emphasize that the operator is not obligated to store this data for an extended period of time. Could you please specify the period?

OK, I sent you!

OK, habe ich Ihnen geschickt!

Thank you for the info. Please specify the period for which you wish to obtain records. Furthermore, I'm afraid that you are mistaken as the casinos are not obligated to keep this kind of information. Could you please clarify why you think otherwise?

Because the law says, and the licensing board says I'm entitled to it. Do you know the subject at all, or are you a proven idiot?

Weil es das Gesetz besagt, und die Lizensbeh?rde, dass mir das zusteht. Kennen Sie sich überhaupüt mit der Materie aus, oder sind Sie erwiesenerma?en ein Vollidiot?

Could you please specify which law you refer to? Please bear in mind that the Licensing Authority for this specific gambling establishment is Kahnawake (KGC).

Additionally, I have to warn you that this kind of language won’t be tolerated and one more attempt to verbally attack or intimidate any www.kpvfaw.com professionals will lead to your profile being permanently blocked on our website. We are here to help players and have zero tolerance for such behavior.

Then help too. The casinos have to book the deposits, or does the money go straight into your pocket? The bookings can be used to see how often and how much I have deposited. Each casino can also use the data to check whether I am registered

Dann helfen Sie auch. Die Casinos müssen die Einzahlungen doch verbuchen, oder wandert das geld direkt in die Tasche? Anhand der Buchungen kann eingesehen werden, wie oft und wie viel ich eingezahlt habe. Anhand der Daten kann auch jedes Casino prüfen, ob ich angemeldet bin

Dear thomas3588,

You still haven't specified the period for which you wish to obtain records. When you registered your account in this casino, please?

I'm not sure why you believe that deposited money goes straight to our pocket and I'm asking you once again to choose your words carefully. We are here to help players. We do it for free and with pleasure. Accusing us of bribery is not leading anywhere and creates unfriendly atmosphere.

I want the deposit period since 2012 at all casinos in the group.

Ich m?chte den Einzahlungszeitraum seit 2012 bei s?mtlichen Casinos der Gruppe.

Thank you very much, thomas3588, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. However, please bear in mind, that this is just to assist you and we do not promise a positive outcome since casinos are not obligated to store this kind of record for such a long period of time.

Hello thomas3588.

I am sorry to hear about your troubles. 

As Petronela wrote, the obligation to store the information about all the deposits depends on the license. As you wrote, "last few years" is the period in which usually this information is available. (I am not sure if the casino keeps the records for 10 years, but at least we can ask politely)

I would like to invite the casino representative into the case.

Could you please check if you could make a report of all deposits for thomas3588 as he is requesting?

Hi there

We offer a transaction history tool in-client for customers to review their financial history at a time convenient to them. We are happy to offer more information to this customer directly with respect to accessing their historical purchases and withdrawals.

Cheers

I'm not only concerned with deposits in one casino, but also in others in the group. Some of these are no longer active on the German market.

Ws geht mir nicht nur um die Einzahlungen in einem Casino, sondern auch in anderen der Gruppe. Teilweise sind diese n?mlich nicht mehr am deutschen Markt t?tig.

Dear thomas3588.

Could you please contact the casino directly, as the representative suggested you?

I know you have tried it before without success. Dear casino representative, could you please give thomas3588 the information on which email he should write about his request?

Previous requests from this customer were not prescriptive enough for us to discern that they were looking for transactional information of this nature. Our support team always offers instruction on how to locate transaction history to customers looking to review previous purchases or retrieve information about processed withdrawals. This customer should not encounter any difficulties accessing instructions on using Transaction History.

They may email [email protected]

Cheers 

Dear thomas3588.

Please let me know if you get the required information.

I have not yet heard my request.

Ich habe noch nicht auf meine Anfrage hin geh?rt.

Dear Casino representative,

Could you please check thomas3588's request on your end? It looks like he followed all your instructions and didn't receive the required information.

Hi Matej

I checked and the player's email does not detail anything.

The player needs to send an email to this address asking for exactly what they want. Our support agents do not have access to, nor view these complaints, so by just mentioning the discussion here they have no idea what the player is asking for.

Please send an email detailing exactly what you are looking for please. Include every detail.

Cheers

I have already sent it repeatedly. All sales in your group!!! Damned

habe ich doch bereits wiedeholt geschickt. Alle Ums?tze in Ihrer Gruppe!!! Verdammt

The casino still refuses to give me an overview of the last 10 years

Das Casino weigert sich weiterhin mir eine übersicht der letzten 10 Jahre zu geben

Hi Thomas

As far as I can see, you only requested the "last ten years" overnight. You'll need to give them time to respond.

As I mentioned earlier, you need to be detailed in what you're asking for. They do not have access to this complaint.

Dear Thomas.

Please let me know when you receive the requested information.

You can clearly see that it's about the same thing here and in the mail!!!!

Sie sehen doch offenbar, dass es hier und in der mail ums gleiche geht!!!!

Dear Thomas.

Please forward to me the email you sent to the casino. ([email protected])

Thanks.

Dear thomas3588,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The mail has been forwarded to you.

Die Mail wurde an Sie weitergeleitet.

Dear thomas3588,

I checked your email, and it contains all the necessary information.

Dear casino representative, could you please check if the casino support is working on this request?

Hi Matej

The relevant team has received the player's request and should he have any further questions he can contact us directly.

Cheers

Then please give me an overview of my total losses in the period of my registrations at your casinos. These are multiple accounts. You as a group can give me an overview of all casinos. I already offer my willingness to compare. A litigation funder offers me 62% of my total losses. For 85% of my losses as payment by you to me, I would settle with you without a lawsuit. Please think about it. Because according to German law and the relevant judgments, you should be sentenced to 100% and to pay my lawyer and court costs. At 85% you would still have a considerable share of my losses.

Dann geben Sie mir nun bitte einen übersicht über meine Gesamtverluste in dem Zeitraum meiner Anmeldungen bei Ihren Casinos. Dies sind mehrere Konten. Sie als Gruppe k?nnen mir einen übersicht bei s?mtlichen Casinos geben. Ich biete bereits jetzt meine Vergleichsbereitschaft an. Ein Prozessfinanzierer bietet mir 62 % meiner Gesamtverluste. Für 85 % meiner Verluste als Zahlung durch Sie an mich, würde ich mich aber ohne einen Klage mit Ihnen vergleichen. Bitte denken Sie darüber nach. Denn nach deutschem Recht und den einschl?gigen Urteilen, dürften Sie zu 100 % verurteilt werden und zu der Zahlung meiner Anwalts und Gerichtskosten. Bei 85 % bliebe auch Ihnen noch ein betr?chtlicher Anteil an meinen Verlusten.

Pardon me, thomas3588; your complaint on our website is about helping you to get game logs from the casino.

Now you are mentioning a more complex issue, and I have no idea about what you are talking about. Could you please clarify the case?

I also need a log of all my casino rewards losses

ich ben?tige weriterhin ein Protokoll über meine s?mtlichen Verluste an casino rewards

Hi there

I have been told that the player has now been emailed.

Matej I am also sending you an email.

Dear Casino representative, thank you for your email.

Dear  thomas3588, could you please confirm that you received all the requested data?

Dear thomas3588,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the 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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.