montecryptos

Hello @all
Thanks for the follow up on that, with regards to the player history they have been informed about how they can view the logs on their own account, furthermore @Hkaris got back to us requesting that he can only see the last 500 actions and would like to see the full logs. The player has been contact with regards to the necessary contact information to resolve the issue. 

The issue here is that the player cannot see far back enough and not that anyone is unwilling to provide the information.

Thanks

Hello @all
Thanks for the follow up on that, with regards to the player history they have been informed about how they can view the logs on their own account, furthermore @Hkaris got back to us requesting that he can only see the last 500 actions and would like to see the full logs. The player has been contact with regards to the necessary contact information to resolve the issue. 

The issue here is that the player cannot see far back enough and not that anyone is unwilling to provide the information.

Thanks

Subject access request : GDPR they must supply information if you’re an EU Resident. Presume transaction logs would fall under this. Applies even if they’re not based in the EU but are offering citizens of the EU services.
Why don’t you refine the complaint for her : even add into the complaint that key information is being withheld? 
 
Don’t see the point in emailing them anymore; you’re just going round in circles

Feel free to request the required gaming logs from the casino team, they should be able to extract it and provide in xlsx format for example. No other way to prove you never touched bonus funds I'm afraid. 

Hello All, 
I wanted to clarify the situation with the following player. Firstly the player states that, they were playing with a 50 EUR deposit, which is not correct. He did deposit 50 EUR but eventually he lost the full amount of his deposit! Keep in mind that about his losts he has received a Cash Back bonus which falls under the Standard bonus T&C.
Unfortunately the winnings of the player are coming from the CashBack bonus that he wagered by branching our T&C, where it is clearly stated that the maximum allowed bet with bonus money is 5 EUR!

Just to follow up on your statement, on the 21st of Jan at 09:54 , you deposited 50EUR, using which you have 330EUR in bets until 10:26, after loosing the las of the real money balance, the withdrawal of 1,000 was cancelled (please not those 1000 were generated from your cashback) then started playing with the BONUS balance of 1,000 at 10:40

Hello there @montecryptos and welcome to AskGamblers Forum. 
Assume you are the MonteCrypto's official casino rep, that's why your forum title has been changed accordingly. 
And thanks for jumping in with your version of the story, your assistance is appreciated.