RESOLVED: MrPlay Partners - Delayed payment and lack of contact

[Grapthar]

They've reached out to us a couple months ago and "nulled" the payment. So we are in good terms with them - but in any case - all UK regulated are paying "slow". I'd say every 2-3 months I hope this will manage the expectation of UK regulated brands.

I have been getting regular monthly payments from other UK regulated brands. So, I don't know who you are dealing with.

Setting expectations and doing what they promise is basic customer service.

That hasn't happened here.

If they had told me in June I'd be paid at the end of August, I'd have been annoyed, but I'd still be patiently waiting and this thread wouldn't exist. But instead they told me "this month", "this week", "tomorrow".

Others have had the same.

And now they are ignoring us. No offence, but we shouldn't have to have people on a Forum trying to come up with excuses for them.

Hanan has made an absolute mess of this. Whether its a competency issue or dishonesty, we are still waiting to see.

The lack of any response suggests the latter, in my experience.

But time will tell.

 

[David Astor]

Completely agree with this sentiment. Standard customer service principles apply to B2B partner management just as much as player retention.

Personally, I can tolerate an occasional delayed payment if the program communicates clearly, gives a realistic timeframe, and sticks to it. But constant empty promises followed by radio silence usually point to deeper operational or solvency problems within the program. When other UK-regulated brands manage to pay on time month after month, excuses like these simply don't hold up.

 

[FreeSpins]

This is a business where there’s no room for sentimentality; excuses and half-hearted apologies count for nothing. Everyone needs to understand this, especially those so-called operators who seem to think their business is more important than anyone else’s, and that sticking to agreed deadlines isn’t just a matter of whim but their bloody duty.

A simple example: if you’re late paying a bank installment, you have to pay penalty interest and/or other additional charges; if you’re late paying your electricity bill, you pay interest, and so on.

 

[Kadabra]

They've reached out to us a couple months ago and "nulled" the payment. So we are in good terms with them - but in any case - all UK regulated are paying "slow". I'd say every 2-3 months I hope this will manage the expectation of UK regulated brands.

either i am missing something or no idea what you are talking about, as mrplay shut down months ago, they are just closing what owed (hopefully)

 

[pascal]

They shut down MrPlay in late May and asked for final invoiced afterwards. So, they are delayed with payments at least 2 months already.

It's no longer just about the delay itself, but the approach to the matter... empty promises, terse responses, and ultimately silence—ignoring emails and messages on instant messengers. How is this supposed to be understood?

 

[Grapthar]

Update.

Hanan broke radio silence and emailed yesterday.

He says "we really hope to sort your payment as soon as possible "

So with a cast-iron promise and definite timeline like that, I think we can assume it's all going to be fine.

Maybe.

At some point in the future.

My response was - "I'll believe it when I see it".

 

[FreeSpins]

Ask for compensation (interest + admin fee)

 

[CasinoDotReview]

Update.

Hanan broke radio silence and emailed yesterday.

He says "we really hope to sort your payment as soon as possible "

So with a cast-iron promise and definite timeline like that, I think we can assume it's all going to be fine.

Maybe.

At some point in the future.

My response was - "I'll believe it when I see it".

Based on such replies I dont think we will ever see the money.. at least I dont count on it

 

[Conft]

I would remain hopeful, they were (very) slow to pay me in the end but they did pay every cent they owed.

 

[Kadabra]

Based on such replies I dont think we will ever see the money.. at least I dont count on it

i think you will

 

[Grapthar]

I personally can't wait to get paid at some vague point in the future.

Will the concept of money even be a thing by then?

We'll probably all be uploaded to a giant server in space and have no physical bodies.

Our digitized consciousnesses will travel for millions of years through the Cosmos, witnessing events beyond current comprehension.

And just before the heat-death of the Universe, as we achieve oneness at Galactic Central Point...

We'll get an email from Hanan saying "payment any day now".

 

[pascal]

Hanan handles affiliate payouts like a paranormal investigator. He loves the traffic, but he completely ghosts you when it’s time to materialize the cash.

 

[Grapthar]

Hanan handles affiliate payouts like a paranormal investigator. He loves the traffic, but he completely ghosts you when it’s time to materialize the cash.

"Who you gonna call?"

Someone else.

 

[Grapthar]

Final Update!

Yes, I can confirm that I have now received my payment.

I was skeptical, as you can see above, but happy to be wrong on this occasion.

Hanan aplogised and, although there was no explanation, hinted at behind-the-scenes shenanigans.

Payment was all I really wanted, so I see no point in pushing any further.

I thank others in the forum for their advice and comments, and hope that everyone owed has received payment too.

@MissExposé I'm not sure how to edit the thread title to add "Resolved"? Can you help?

 

[Grapthar]

Almost Final Update

Hanan has asked me to post our entire email exchange for the sake of full transparency on our discussions. To ensure the community get the full picture.

I have no problem with this.

However, being a boomer, I don't know how to do it.

I have screenshotted the exchange (44 emails in total) and pasted into a doc but can't seem to upload.

Any suggestions?

 

[FreeSpins]

Did he pay any interests or extra fees for overdue payment?

 

[MissExposé]

Dear AGD members,

We have received additional information from the MrPlayPartners representative regarding this complaint.

According to MrPlayPartners, following the closure of the brand and its associated operations, the shareholders decided to settle the remaining historic affiliate balances, including small balances and accounts that had been inactive for several years.

MrPlayPartners states that they contacted historic affiliates and requested any required documentation to process outstanding payments. They have advised that the latest payment batch included hundreds of affiliates with balances below €250, including some older balances dating back to previous years.

The representative acknowledged that the payment process took longer than expected due to accounting, compliance, and approval procedures. They also accepted responsibility for missed payment timelines previously communicated to affiliates.

Regarding this specific complaint, MrPlayPartners provided information that the affiliate generated three FTDs in total, with the last FTD recorded in 2020. The remaining balance was €131.52.

MrPlayPartners stated that, according to their Terms & Conditions, they had the right to clear balances after a period of inactivity but chose not to apply this provision. Instead, they preserved and processed the remaining balance, which has now been paid in full.

The affiliate has confirmed receipt of the payment and the matter has been marked as resolved.

AGD acknowledges the concerns raised regarding delayed communication and missed payment expectations. At the same time, we are adding this update to provide additional context from the operator’s side and ensure that future readers have access to the information provided by both parties.

The complaint is considered resolved.