Bet365 commissions set to ZERO with no explanation!

[nsawins]

Our company has promoted Bet365 for a few years now with no problems. We have requested wires and have received each one timely. We often leave balances in our affilaite account for months before we request a wire due to the reputation bet365 has in the industry. However, our opinion of bet365 all changed thsi past week when we logged into our account to see a previous balance of a little over $3600 USD set to ZERO with no explanation. We checked our payment requests history to make sure nobody hacked our account and requested a payment without us knowing. That did not happen. We then emailed bet365 for an explanation asap and we still have not received one. Our balance at the end of may was a little over $1200 USD, which we kept in for the entire month of june. After june our balance went to over $3600, which we still did not request a payment for. Our balance was showing over $3600 USD until a few days ago when it magically dropped to ZERO. This is flat out UNACCEPTABLE and an explanation still has not been given to us after multiple requests.

Mike

[andy - bet365]

Hi Mike,

Just seen your post and have started looking into this for you with immediate effect.

Can you please confirm where you sent your original complaint email? I have looked through our support queue and have been unable to find it.

In order to get things moving as quickly as possible, please pm me, or email (andy[dot]blackburn[at]bet365[dot]com) confirming your affiliate user name so I can begin looking into this.

Thanks

Andy

[andy - bet365]

Hi Mike,

I have found your email thread with our accounts department, including the reply sent to you on Friday afternoon, shortly after your initial communication.

I can assure you that the accounts team at bet365 are looking into the issue with your account, so please be patient.

Thanks

Andy

[nsawins]

I received an explanation today from Phillip Cross. Suppossedly our balance was set to zero because suppossedly we had a player on our sheet that had a bunch of chargebacks for fraudulent activity. How convenient. I guess anyone can have their balance wiped clean by bet365 for a player suppossedly having a bunch of chargebacks without any proof of these chargebacks being shown to the affiliate. Wow congratulations because you guys are the FIRST sportsbook/casino that we have ever promoted that has wiped off a previous months balance because of chargebacks. Ridiculous.

Mike

[andy - bet365]

Hi Mike,

I have not been involved in the investigation into this matter as it was reported to the accounts department and not the affiliate support desk.

However, from what I can tell, a fraudulent player was referred to bet365 via your affiliation, and he has subsequently been banned pending investigation. Just to clarify, we have not wiped off your previous months balance, but removed his transactions and figures from your account. Due to the fact that we do carry negative balances forward, if you had cashed out your previous months earnings, this would have simply meant you would be further in the red than you stand at the moment.

If you would like proof of the chargebacks, etc, then I can liaise with Phillip on your behalf or investigate this matter further, it really is up to you.

I understand the frustration that this has caused and I would be more than willing, as I have stated from the start, to assist in any way possible.

Thanks

Andy

[Jalle]

This is the case when the aff. managers have power in their hands.

for affiliate managers it is easier to deal with one aff partner (in this case nsawins) then to check all those players accounts. So when something is wrong , aff partner is first to blame.

God thank you we have forums such as this to discuss these issues.

[Geof - bet365]

Hi Jalle,

Yes we all appreciate these open spaces for discussions and affilaite managers at bet365 are keen to participate to any discussion.

Andy has now left bet365 so i am unsure of the follow-up made with nsawins on this at the moment.

Security checks are not made by affiliate managers, but by a team of fraud specialists at all serious operators. I agree however that comunication could be optimized so we tell the affilaites about eventual fraud detected. We'll look into this now.

And we do not "blame" the affiliate in any way for eventual fraudsters which sign up through their affiliate tracker. It's a completely normal procedure to disable such players account. Note that terms and conditions of all operators state that any fraud activity is deducted from the affiliate balance. See below our extract of terms and condiitons


3.1 The Referral Commission Subject to clause 6, you will earn Referral Commission of 30% based on the net profit of your referred Customers. Net profit is defined as:

• on sportsbook activities, all gross monies received by us in respect of all settled bets made by Customers after deducting; (i) monies paid out to Customers as winnings; (ii) monies paid in the form of betting duties or taxes (or reasonable provisions in respect thereof) (iii) bad debts; (iv) fraud; (v) returned stakes; (vi) transactions which are reversed by instruction from the card-holder's bank (commonly referred to as charge-backs); and (vii) voids and (viii) bet/deposit bonuses. We retain the right to change the Referral Commission percentage and method of calculation of Referral Commission as we wish in accordance with clause 1.4.
• on casino activities, the value of opening balance with the addition of funds transferred in less (i) funds transferred out (ii) closing balance (iii) credits made to users (iv) licensing fees (v) charge-backs (vi) bad debts and (vii) fraud.
• on poker activity, the gross rake less (i) licensing fees, (ii) poker chips bonus, (iii) charge-backs, (iv) bad debts and (v) fraud.
• on games activity, the gross stake, less (i) voids, (ii) returns, (iii) licensing fees, (iv) credits made to users, (v) bonuses (vi) charge-backs, (vii) bad debts and (viii) fraud.