Hello,
I would like to bring up something we have come across whiles promoting PokerStars Brand.
We opened an affiliate account with Stars Affiliate Club, to promote PokerStars Brand. Our account was approved and by default set to multiple RS options and CPA structure for Europe market. Based on this, budget was allocated for campaigns and promotions.
While following our progress, monitoring campaigns and statistics everything looked good, we delivered 9 qualified FTD and earned x amount of commissions in September.
But everything changed at the end of the month, when we ran the report for September on Stars Club Affiliate platform and realised, our commissions have now been set to 0.00$.
So, we got in touch with customer service, hoping to resolve this misunderstanding, but sadly this was reply we received from support:
1.‘’CPA Commissions were calculated due to an error in our commissions structure, where CPA amount was added to our Rev Share structure. This explains why you did not receive CPA commission in September’’.
Although this was not the case, we tried to explain our point of view, providing facts and screenshots. We were asked to be patient and wait whiles they are investigating it. After their internal investigation, we received and email:
2."We have now completed that investigation, we have found and determined that your commission for September had been incorrectly calculated as a result of an internal error "
Again, we tried to argue the case, but statement in last email received, was that we won’t get paid and that’s their final decision.
So basically, they had CPA reward structure in place on Stars Affiliate Club platform. In emails they admitted multiple times that this has been an internal error, and trying to cover it up by lying that CPA amount was added to RS campaign and calculated incorrectly. Now of course CPA campaign structure has been removed from commissions, but luckily, we have screenshots prior to these changes.
I believe it’s a very unfair and irresponsible from PokerStars Affiliate clubs side, display information and guidelines for partners to follow and invest their money, just so they can rip them off and blame an error as a cause of this. Poor excuse, absolutely disgusting.
This is first time we had something like this happen. Has anyone encountered this type of issue? If so, advice on how to resolve this?
I would like to bring up something we have come across whiles promoting PokerStars Brand.
We opened an affiliate account with Stars Affiliate Club, to promote PokerStars Brand. Our account was approved and by default set to multiple RS options and CPA structure for Europe market. Based on this, budget was allocated for campaigns and promotions.
While following our progress, monitoring campaigns and statistics everything looked good, we delivered 9 qualified FTD and earned x amount of commissions in September.
But everything changed at the end of the month, when we ran the report for September on Stars Club Affiliate platform and realised, our commissions have now been set to 0.00$.
So, we got in touch with customer service, hoping to resolve this misunderstanding, but sadly this was reply we received from support:
1.‘’CPA Commissions were calculated due to an error in our commissions structure, where CPA amount was added to our Rev Share structure. This explains why you did not receive CPA commission in September’’.
Although this was not the case, we tried to explain our point of view, providing facts and screenshots. We were asked to be patient and wait whiles they are investigating it. After their internal investigation, we received and email:
2."We have now completed that investigation, we have found and determined that your commission for September had been incorrectly calculated as a result of an internal error "
Again, we tried to argue the case, but statement in last email received, was that we won’t get paid and that’s their final decision.
So basically, they had CPA reward structure in place on Stars Affiliate Club platform. In emails they admitted multiple times that this has been an internal error, and trying to cover it up by lying that CPA amount was added to RS campaign and calculated incorrectly. Now of course CPA campaign structure has been removed from commissions, but luckily, we have screenshots prior to these changes.
I believe it’s a very unfair and irresponsible from PokerStars Affiliate clubs side, display information and guidelines for partners to follow and invest their money, just so they can rip them off and blame an error as a cause of this. Poor excuse, absolutely disgusting.
This is first time we had something like this happen. Has anyone encountered this type of issue? If so, advice on how to resolve this?
