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  1. #1
    GCPortals is offline Private Member
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    Default 138.com Defies Logic. Holds Affilaite Responsible for Customer Complaints

    I find myself sitting here scratching my head about this one. I am amazed that 138 upper management really thinks that this is the right way to act. If they deal with affiliates this way, how do they deal with customers? Am I missing something or does this defy logic?



    We are a small affiliate who is associated with a autonomous player mediation site. The player mediation site has a goal of trying to help players resolve issues and ultimately improve the image of our industry when issues arise. In man cases the Casinos come out looking great.



    138.com has several player complaints that according the players didn't get resolved.



    138.com then wrote to the mediation site and indicated that the issues were resolved, then indicated that they were not resolved because the players were all cheats and then indicated that they could not work with the mediation site because it violated the Data Protection Act. The mediation site never requests sensitive information, the player requests that the mediation site assist creating a representation situation and any information needed is already provided by the player. All that is needed is the casino to explain how it was solved the issue. In general terms.

    138.com then realized that the autonomous mediation site has an association with us, an affiliate. They threatened to close our account and not pay outstanding commission if we did not lean on the mediation site and get them to take the site down. We as the affiliate told them that we could not but could try to help figure this issue out.



    138.com then closed our account and refused to pay commissions based on their terms and conditions. They sent over their terms and conditions but I don't think they read them. They used the term "Sole Discretion" to close our account. This is within their terms and frankly we had decided through our interactions we didn't want to do business with them going forward because their approach to customer complaints and us. This term does not however give them the right to not pay past commissions from June and July. This does demonstrate a willingness to not pay funds that are owed simply at their discretion. In our view, this should be concerning for all.



    I ask you the affiliate community. Am I missing something here? Is this good for our industry and if a Casino treats a business partner like this what does it say about how they will treat players?

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  3. #2
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    Anthony is offline Affiliate Services
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    Default

    Thank you for sharing your experience. The dealings I've had with them were always good. If you want I can reach out to see if I can get them to comment on this.

    I guess 138 doesn't want to work with askgamblers or casinomeister or any affiliate that wants to help players. To close your affiliate account based on your player mediation is strange and does defy logic.
    I am here to help if you have any issues with an affiliate program.
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  4. #3
    GCPortals is offline Private Member
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    Default

    Thanks for the note. I dealt with 3 different people and they all very much thought that these actions and threats were well justified. I also told them that I was going to post what they did and they didn't seem to care. I don't think that it will change their position but it would be interested for them to justify their position publicly. The accused the mediation site of having false and misleading information but then refused to discuss it.

  5. #4
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    TheGooner is offline Private Member
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    Default

    I find all Asian affiliate programs are very direct with their expectations of affiliates - it is very much employer / contractor and certainly not a partnership.

    What made you choose 138.com in the first place?
    What research did you do to determine that they were fair to players and affiliate before joining?
    Are any of YOUR players caught up in disputes with them?

    Given their approach, you should certainly stop promoting them to players.
    It sucks that you'll lose your residuals (if you were on rev-share) but dropping these guys will be best in the long term.

  6. The Following 3 Users Say Thank You to TheGooner For This Useful Post:

    -Shay- (27 September 2017), Anthony (27 September 2017), Topboss (28 September 2017)

  7. #5
    GCPortals is offline Private Member
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    I appreciate your general comments with regards to Asian Affiliates but I can say definitively that there was no violation of our agreement. In general I find that most Casinos are very reasonable and good to deal with but not in this case. There are many factors in the relationship more of a business to business relationship vs an employee relationship

    We give all affiliates and casinos the benefit of the doubt. We recognize that issues due happen and sometimes can't be avoided but can be solved with reasonable thought. Unfortunately not in this circumstance. I agree that it is best not to do business with them. Cheers

  8. #6
    GCPortals is offline Private Member
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    UPDATE: 138.COM has paid the outstanding commissions that we are owed. At this time our account is not open and we are aware of existing players still playing there and generating commission.

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