Star Partners Terms Changes - March 2016

Discussion in 'Casino Industry Buzz and Terms Alerts' started by Guard Dog, Mar 22, 2016.

  1.  
    casinonewbie

    casinonewbie Affiliate Guard Dog Member

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    May 10, 2016
    Did they get back to you?
     
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    CygX1

    CygX1 Affiliate Guard Dog Member

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    The questions are ignored altogether. Last month they sent me an updated version of old statistics but all the issues remain entirely unaddressed.

    I can only emphasize to not do business with this company and stay clear. I should be grateful that all of this came to light before I gave them another try. Their modus operandi is as bad as it can get. I will post more soon.
     
    Last edited: May 10, 2016
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    StarPartner

    StarPartner Affiliate Program Representative

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    May 13, 2016
    “ Dear Star Partner Affiliates,


    We have listened to the issues a number of you have raised regarding how we handle traffic from countries where we do not operate in such as the UK.

    Based on your feedback our independent affiliate program software provider ‘MyAffiliates’ is currently busy developing a tool that will be made available to all of our affiliates allowing them to control what happens to players they refer from countries where we do not operate.”


    This is how the tool will work:

    - Affiliates will grab the codes(links) from their affiliate accounts and use them on their sites.

    - All traffic generated from countries that we do not trade in (eg UK) coming to our brands from the affiliates’ sites will be redirected back (Bounce Back) to a page (selected by the affiliate) to ensure the affiliate does not lose out on the traffic.

    - It will be the affiliates’ responsibility to make use of this tool and enter the redirect urls in.

    The tool is now in development by ‘my affiliates’ and will be ready shortly and we will notify you once available.


    StarPartner made a decision to move on to the ‘my affiliates’ platform to offer affiliates a more powerful and up to date program.

    The technical migration was a long and detailed process and took over a year to complete.


    If you as an affiliate feel that something is incorrect on your account, please contact us and we will run a full audit together with you, to ensure everything is 100%.

    We do currently have our top BI resource running audits on stats daily to ensure everything is functioning as it should.


    That being said, please if you have a query contact us directly, or through the moderator of this forum, with your username and we will look into your concerns on a case by case basis.

    We aim for a resolution until satisfaction is reached.


    Best Regards,

    The StarPartner Team”
     
  4.  
    CygX1

    CygX1 Affiliate Guard Dog Member

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    May 14, 2016
    I finally received an answer after Star Partner's post yesterday but the issues are still unresolved as they claim they are still working on resolving everything. After all these weeks and months this will be my last attempt to still try to settle this in an adequate manner as they eventually replied.

    I will keep this thread posted.
     
  5.  
    AussieDave

    AussieDave 17 years & still going!

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    Literally "months" have gone by and your still awaiting answers. I can certainly identify with your frustration.
    It's a hard call... do you just walk away or continue to sit it out, waiting, hoping, you'll have the issues answered.

    The way I see it...
    We provided a B2B service. If obtaining straight forward answers is akin to pulling 'teeth', then I'm probably partnering with the wrong aff program.
     
  6.  
    CygX1

    CygX1 Affiliate Guard Dog Member

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    Well, I will most certainly not walk away, especially after all the information I collected.

    I have been very patient with Star Partner because of their affiliate platform change and due to the fact that they are a group that I used to highly value in the past from a player's perspective. A few weeks ago my affiliate manager could not or did not want to answer all questions so I eventually contacted upper management. They initially replied and I was led to believe to finally see things resolved until they stopped answering as well. That was until last Friday.
     
  7.  
    AussieDave

    AussieDave 17 years & still going!

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    May 16, 2016
    Lets assume whoever you've been in contact with at SP, that person had a RDO on Friday or etc.

    If you don't hear from them with the next few days, then it would seem, whatever question(s) & or proof you've supplied, was enough to make them go hush-hush... If that's the reason, then how do you plan to get this addressed/fixed if the upper echelon of SP are now ignoring you too...

    Edit: I'm not being a smart-ass here, I merely using this to illustrate how powerless affiliates/players are, if or when a program/casino decides to ignore you.
     
    Last edited: May 16, 2016
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    CygX1

    CygX1 Affiliate Guard Dog Member

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    Today I was told that my questions will be addressed before the end of the day. Let's see where this goes.
     
  9.  
    CygX1

    CygX1 Affiliate Guard Dog Member

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    May 16, 2016
    Now this has been postponed until tomorrow...
     
  10.  
    CygX1

    CygX1 Affiliate Guard Dog Member

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  11.  
    AussieDave

    AussieDave 17 years & still going!

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    May 18, 2016
    These issues, your issues, are uber important. Instead of keeping their word to reply Monday, they've opted to blown-you-off. I wouldn't be banking on anything SP says these days, let alone their promises... Seems they have very little respect for the truth.
     
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    slotplayer

    slotplayer Affiliate Guard Dog Member

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    They sent me a pm by accident yesterday via GPWA.
     
  13.  
    CygX1

    CygX1 Affiliate Guard Dog Member

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    I received an answer from Star Partner today and will follow up on this.
     
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    StarPartner

    StarPartner Affiliate Program Representative

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    Jun 22, 2016
    Dear Affiliates,


    After our BI resources have thoroughly audited the casino migrations when we decommissioned casinos, we have found a few discrepancies leading to the discovery of some player accounts not being mapped correctly.

    We are busy resolving these errors to ensure that all players from these decommissioned brands are assigned to the respective affiliates going forward.

    We will be contacting the few affected affiliates individually to resolve and will back pay the commission due.


    We sincerely apologize for the inconvenience, we have made a significant investment in making MyAffiliates our 3rd party stats provider to ensure we offer our valued affiliates accurate stats and a superior platform to work on.


    Best Regards,
    The StarPartner Team
     
  15.  
    CygX1

    CygX1 Affiliate Guard Dog Member

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    Jul 13, 2016
    I eventually received a response on the questions posted in April on which I sent another reply on June 2nd. However, there has been no further explanations ever since as StarPartner are apparently too busy to address these issues.

    This statement is also what is displayed when accessing the affiliate account since the past couple of days:

     
  16.  
    StarPartner

    StarPartner Affiliate Program Representative

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    Jul 14, 2016
    Hi CygX1,

    The issue of the Hits and Downloads update has already been resolved and the message removed for all accounts.

    regards,
    Star Partner Team
     
  17.  
    CygX1

    CygX1 Affiliate Guard Dog Member

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    Jul 14, 2016
    @StarPartner: If this has been fixed would your colleagues perhaps have time to resolve my concerns after all these months (and years)?
     

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