Star Partners Terms Changes - March 2016

[casinonewbie]

It has been another month and all of the questions I raised earlier in this thread remained unanswered. In fact, I already contacted them about this much earlier.

I have not done anything about this whole issue but this place obviously can not be trusted anymore one bit. It is mind-boggling that a group that used to be market leading a decade ago turned into this. At the same time I am glad this all came out before I gave them another try.

Either way, I contacted Star Partner once again and will post all details in public in case I do not hear back any time soon.

Did they get back to you?

 

[CygX1]

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.

 

[StarPartner]

“ 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”

 

[CygX1]

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.

 

[AussieDave]

the issues are still unresolved

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.

 

[CygX1]

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.

 

[AussieDave]

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.

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.

 

[CygX1]

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

 

[CygX1]

Now this has been postponed until tomorrow...

 

[CygX1]

No reply again today. Incredible!

 

[AussieDave]

No reply again today. Incredible!

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.

 

[slotplayer]

They sent me a pm by accident yesterday via GPWA.

 

[CygX1]

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

 

[StarPartner]

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

 

[CygX1]

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:

Dear Affiliates,

We are currently having an issue with the update of Hits and Downloads since Thursday 7th July 2016.

This was caused by a technical problem that occurred during a recent upgrade of our servers.

Please note that only Hits and Downloads are affected. All play and financial data are fully recorded and updated.


Our Top BI resources are working around the clock to resolve the matter.

Should you have any further questions please contact your affiliate manager.


Best Regards,

Star Partner Team.

 

[StarPartner]

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

 

[CygX1]

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