Subject: Warning of WildAffiliates - Incorrect statistics

[Casinozentrum]

We would like to share our bad experience with Wild Affiliates regarding an incorrect tracking of one of our players.

We promoted their offer in our Casino community and got some registrations. One of our members registered through website and deposited afterwards due to the transparent review we published about their Wunderino Casino.

Since we couldn't find any updates on our account at WildAffiliates, we contacted our account manager. Before this incident, we already had registrations and deposits by our users. According to the account manager, the player account is tagged under another Affiliate. The mentioned reason is that this was caused by 2-weeks saving cookies. Afterwards, we contacted our community and we talked to the respective player.

As he said he never heard about Wunderino before and he was convinced about the brand after reading our review. He navigated on our site casinozentrum.de and noticed the good rating of 89% of the Wunderino review. Therefore, he registered an account with Wunderino by clicking on our Affiliate link.

Another member of our community was sitting next to him and witnessing him during the whole process. This occured on the 27th of August 2019 und a bigger 4-digit amount was deposited.

Unfortunately, the Affiliate Manager is not willing to help us and insists on the previously mentioned questionable reasons. Due to this unprofesional behaviour and intransparent information, we will determine our partnership with WildAffiliates in case we do not find a solution soon.

Best regards,
The Casinozentrum Team

 

[danniee]

To be fair, he could have indeed clicked another affiliate link without having been aware of it but without true transparency we will never know. Could the aff manager possibly tell you to which site your player is tagged?

 

[melcb]

I agree with Danniee, it is possible for the player to have clicked from somewhere else without even taking notice and remembering. A click is not as memorable as going through the registration process. This is a hard one to prove unfortunately:/

 

[MissExposé]

We have asked the Wild Affiliates rep to post a reply here. If we hear from them we'll let you know.

 

[Insider]

I believe you can wait a long time because they don't take so closely with answers. We don't even know our manager

 

[Wildaffiliates]

Hi,

My name is Sam and I'm the Head of affiliates at Wunderino/Wildaffiliates.
When we first launched our affiliate program back in 2016 we asked a lot of affiliates of what kind of tracking/attribution they preferred. Some wanted to have last touchpoint attribution but the majority preferred first touchpoint attribution so we chose to go for that.

When we've discussed this on skype I have been trying to help you but really there isn't much I can do in this case. As mentioned to you, the customer is tagged to another affiliate and it is impossible to get a tag without clicking a link.

This can only happen if the customer (or someone else using his/hers laptop) have clicked another affiliate link before clicking yours. If we were to re-tag players from one affiliate to another because someone claims they first saw our brand at their site we wouldn't have an affiliate program still and I think people who reads this understands that.

We simply have to trust the tracking, but at the same time urge everyone to test it themselves to avoid situations like these. It is however important that you test using incognito mode or make sure to clear cookies and cache before testing so that no old cookie is interrupting.

Best regards,
Sam

 

[Casinochiefs]

I don't really see what else Wildaffiliates should do in this case? They can't simply change tracking for an existing player.

 

[Insider]

Hi,

My name is Sam and I'm the Head of affiliates at Wunderino/Wildaffiliates.

Best regards,
Sam

Hey Sam, i know that there are no official partner program for Hyperino but would you be also responsible for ?

We have listed Wunderino but since registration in 2018 we don't know our affiliate manager. A bit strange and maybe you have no managers.

The other thing is that your company don't reply to e-mails.

On our platform we have a representive manager for customer problems. But the communcation between the manager and us is less satisfactory. I mean it's okay that he's there for direct contacts but it could be more communicative.

Allow me please some comments in this regard:

We also criticize the fact that the communication between customers and casino is more as poor.

Your company advertise with a massive TV campaign on both brands. Your advertising suggest viewers that you are a good casino but you must also implement. But your company and customer support seems not to be able to reply to e-mails. And if they do you will get only standard answers.

Verification process takes several weeks and customer problems takes up to several months. You will get always same answers or no answers. That's not the way to operate in this business and we don't understand the intention. Either you have not enough staff or you irgnore this.

We are a long time in this business and we know that most customers problems are caused by themself. Of course it's nice that you have solved some problems in the past because you acted with a goodwill.

But the core of customer support and how to deal with customers is not transparent and does not fit the actual purpose. "To help customers to the best of his knowledge and belief" To let them waiting several weeks or months are not okay.

Just to say!

 

[Wildaffiliates]

Hi Insider,

Thank you for your comments.
We don't have an affiliate program for Hyperino (as of yet at least) and no one is really responsible for it as it doesn't exist. If you have any questions or queries regarding Hyperino though, I should be able to answer them.

You can reach out directly to me at sam.kyller@wunderino.com to also chat about the less satisfactory communication you've experienced with us.

With regards to your other comments:
Yes, we do advertise a lot on TV and I also believe we are a fair and good(the best) casino even if we can do a lot better as well and there are always things to improve.

When it comes to answering to emails, the reports I'm receiving from our ops-team suggests that we're handling customer queries via email fairly well actually and have a response time well within 24 hours. Of course, there are always improvements to be made, and we are always striving to handle all queries as quickly as possible.

With regards to verifications, we, unfortunately, grew almost a bit too quick during a period causing some backlog as we weren't able to staff up quick enough and we didn't handle all verifications as quickly as we should have wished. This backlog is however no longer existing as our ops-team have done some great work to catch up and it has been one of our top priorities and not at all something we've ignored.

Trust and transparency are crucial to us and something we strive towards in everything we do, every day. But of course, it seems we have a lot of more work to do on that topic when I read that you feel there's a lack of that.

All the best,
Sam

 

[melcb]

@Wildaffiliates - what do you mean it doesnt exist? It's right here: https://www.hyperino.com/

 

[Wildaffiliates]

Yes, of course, the casino brand Hyperino exists but there is no existing affiliate program for Hyperino.

 

[Insider]

It's nice that you replied to the comments, because it's the first time that a manager from WildAffiliates take the time to answer detailed.

We don't have an affiliate program for Hyperino (as of yet at least) and no one is really responsible for it as it doesn't exist. If you have any questions or queries regarding Hyperino though, I should be able to answer them.

But it looks like some partners advertise with and they will not do it for nothing.

With regards to your other comments:
Yes, we do advertise a lot on TV and I also believe we are a fair and good(the best) casino even if we can do a lot better as well and there are always things to improve.

In part, i can't dispute that you have acted fairly even though the customers have caused problems themselves with regard to third-party accounts or payment details. Your assumption to be the (best) casino, i can't confirm because of the complaints and my own experience. There are many better casinos where customer satisfaction is important.

When it comes to answering to emails, the reports I'm receiving from our ops-team suggests that we're handling customer queries via email fairly well actually and have a response time well within 24 hours. Of course, there are always improvements to be made, and we are always striving to handle all queries as quickly as possible.

I believe that your reports from ops-team don't match the reality. Can be that it's going a bit better in the last time. On Hyperino the Live-Chat is fast but i don't know how long it takes answering e-mails. It's a new brand and most problems are reported definitely on Wunderino.

You spend so much money on TV advertising but you should invest still more in support.

An example of a standard answer:

Hi ......

you were not forgotten.

We apologize for the wait while we edit your concern.

Currently, there is a very high workload, but we are working under pressure to process all requests as quickly as possible.

With best regards

Team Wunderino

If you get this kind of mail you have to wait and wait and wait. Even when it comes to paying back any money, customers sometimes have to wait very long.

I understand that's difficult to handle all in a timely manner but you must be faster. To solve a problem completely should not take longer as 3-4 days (my opinion). But support makes it sometimes very confusing and difficult.

Trust and transparency are crucial to us and something we strive towards in everything we do, every day. But of course, it seems we have a lot of more work to do on that topic when I read that you feel there's a lack of that.

The massive customer complaints (legitimate or not) have unfortunately contributed to the fact that the transparency and trust have suffered a lot. This will be remembered by the readers and users.

 

[Wildaffiliates]

Hi again,

You're right that there are some reviews about Hyperino out there, however, if you're clicking the links in those reviews they're either sending traffic to another site (to Wunderino for example) or without a tracking link (so they do it for free).

I guess the reason why some are doing it is because they assume that we eventually will open up for affiliates at Hyperino and then they're already ranking and have the review in place.

Whether we are the best or not will always be subjective but it is what we strive towards every day. That also includes investing in (operational)staff, finding ways to work more efficiently, improve customer satisfaction and trust, and try to offer the overall best customer experience out there.

 

[vetih51404]

how can i become a partner with my site?