Superior Casino (RESOLVED)

[Topboss]

So we know Superior Casino changed Affiliate programs without notice to their affiliates ( or lets rather say I did not get an email despite working with them since day 1 )
The first I knew was when I saw all the broken links.
No problem, went into the system , managed to generate some new links.
However as I promote to South Africa I wanted SA tracking links.
There was none.
Emailed the New Aff Manager Lisa ( Emma gave me her email address )
Lisa was no help at all and basically said they are no longer interested in the SA market and I must just redirect the links to the home page which of course has no mention of bonuses for SA players.

I then go onto their restricted countries list to see if they have stopped accepting SA players all together.
Nope , not on the list of restricted countries, so I assume this means they still accept SA players.

But now I need to know what bonus they would get, and so I go on to live chat.
What a Joke!!!!
See Below:

20 : 24 : 01 (system): Agent Dean has joined the chat.
20 : 24 : 04 (Dean): Hello
20 : 24 : 04 (Dean): How may I assist you?
20 : 24 : 21 (Me): Hi Dean, Please can you advise if you still accept players from South Africa
20 : 24 : 33 (Dean): Yes, we accept
20 : 24 : 50 (Me): Are you able to tell me what the deposit bonus is as there is no mention on your site
20 : 24 : 57 (Me): for SA players
20 : 25 : 55 (Dean): Well, it depends on your account credentials, so you need to have an account in order to play with us
20 : 26 : 13 (Me): I am actually an affiliate that promotes Superior Caino to SA players
20 : 26 : 30 (Me): but I believe the R250 free is no longer valid so I need to know what to write on my site
20 : 26 : 36 (Me): the affiliate manager was of no help
20 : 27 : 47 (Dean): We have such bonus for players from South Africa
20 : 27 : 48 (Dean): May I ask your username, please?
20 : 28 : 01 (Me): As I said, I am an affiliate, not a player
20 : 28 : 06 (Me): I don;t have an account
20 : 28 : 36 (Me): all I am trying to know is if a player deposited R1000 for example, then how much bonus would they get
20 : 29 : 43 (Dean): It depends on their account credentials. We have common bonus though
20 : 29 : 52 (Dean): Like welcome and regular match bonuses
20 : 29 : 55 (Me): what do you mean by their account credentials
20 : 30 : 22 (Me): ok, so lets say I am a brand new player and I open up an account and deposit R100
20 : 30 : 28 (Me): what bonus would I receive?
20 : 30 : 35 (Dean): They may receive some special bonuses
20 : 30 : 48 (Dean): Minimum amount to deposit is R250
20 : 31 : 06 (Me): ok, Don't worry. You are clearly not going to give me a straight answer or you don't know!
20 : 31 : 09 (Me): Cheers

What a shame how quickly they went down the tubes when Scott left.

If they can't be bothered to give us the tools to promote them, then why should I be bothered to promote them at all.

And now starts the long process of pulling them from over 80 websites!!

[cantona07]

hmm ive had an email off these guys i was going to look at maybe signing up later... i may have to swerve them now. I hope you get it sorted asap mate

[David SShare]

Dear TopBoss

As the program manager I am terribly sorry for this inconvenience, Dean was fired 5 minutes ago due to lack of proper customer support and help.

I will talk to Lisa in the next 30 minutes to understand exactly what happened but bear in mind we do accept South African traffic and we convert better than before for all markets. I am not aware of the fact you weren't informed we have tried to inform all our affiliates about changing to new affiliate program but the most important to make sure that all historical data is saved and you will continue to generate revenue on all traffic you were sending with the old affiliate software

We will provide you with any necessary landing pages and links in order to make sure the highest return on your traffic.

Moreover the reason why decided to move to MyAffiliates since we are launching RTG brands (6 in number) and to make sure the conversion of our affiliates will be maximized, and in addition to this we have invested money in expansion of more brands more processing solutions in order for big affiliates like you to be happy.

You can add me to Skype: live:.cid.df7fee9f77b127ba

Again I am terribly sorry as you know sometimes changes take time but we are doing the best we can in order to make sure you are not losing any click/signup and FTD.

Last but not least I know that talk is cheap so this is why you will be granted 500$ to your January commission to show we don't not only talk but we are committed to the results and success of our affiliates.

With kind regards,
David

[GFPC]

I have known Heather (Top Boss) for years on the forum and know how passionate she is to provide her audience and players the best information and bonuses for her players, so i can understand her frustration.

In the past I have used player online chats as an affiliate to get information such as she requested and came across the same issue several times. It maybe a good idea to train C/S reps on also how to deal with affiliate requests when AMs are not available... just a thought.

However I find your offer of compensation to be a very sincere offer to continue to work together and if it were me I would accept!

I think your the first AM/Operator I have ever seen do this! I like it!

[affy]

"20:26:36 (Me): the affiliate manager was of no help"


As a program manager I would worry more about the affiliate manager...

[Topboss]

Hi David

Firstly Thanks very much for taking the trouble to respond. It is really appreciated.
However I am a bit upset to hear you fired the support guy as I never want to be responsible for someone losing his or her job. That was not my intention at all. I would have preferred it if you had rather just used my situation as a training example to teach him to actually listen to what the client is saying.
But be that as it may, I am not trying to tell you how to deal with your staff, but if it was my choice I would prefer you to reinstate him unless there is numerous other issues with him.

The bottom line is that I understand that things can be a bit awry when moving to a new Affiliate program and I think my response stemmed from a combination of the lack of interest I felt I was receiving from the AM and Support chat and the frustration of knowing I had a big job ahead of me in terms of removing all the links and reviews etc.

However, Having said the above, I have always been a firm believer in giving people a second chance, and in all fairness this is the first time I have experienced these problems with Superior so that has to stand for something Luckily I had actually not started pulling the links yet as something kept holding me back so I am glad I didn't.

Your $500.00 gesture is very generous and quite frankly I am pretty shocked as I certainly did not expect that, and it is most definitely appreciated, so Thank You. I will, however spend it on paying my content writers to update all the Superior Casino reviews, so that it will actually come back to you in a roundabout way though as I don't like receiving money for nothing in return

So moving forward, If you can provide me with SA tracking links ( and updated banners if possible ) then I am more than happy to continue promoting Superior.

Thanks again for clearing this up.

[Topboss]

I have known Heather (Top Boss) for years on the forum and know how passionate she is to provide her audience and players the best information and bonuses for her players, so i can understand her frustration.

In the past I have used player online chats as an affiliate to get information such as she requested and came across the same issue several times. It maybe a good idea to train C/S reps on also how to deal with affiliate requests when AMs are not available... just a thought.

However I find your offer of compensation to be a very sincere offer to continue to work together and if it were me I would accept!

I think your the first AM/Operator I have ever seen do this! I like it!

Thanks for the kind words Steve. I appreciate it, and Yes, I guess I am somewhat passionate about giving my players decent info ( I don't always get it right though as its a bitch trying to keep so many sites updated!! )

But I agree - David's compensation offer was a huge gesture of sincerity, but between you and me ( and the rest of the forum lol ) I would still have continued working with them just based on his reply, regardless of any money offered

[universal4]

I too have know Heather for many years and very glad to see this got worked out, especially before she spent the next few days removing links, and in fact why I reached out in private right away.

Rick
Universal4

[casinobonusguy]

We have not been impressed by level of support in last 60 days and our stats have not been correct since December 4 .I know they are going through changes but honestly I am losing faith and we redirected all our links after Lisa gave us a 24 hour notice to change them.

[SuperiorShareEmma]

We have not been impressed by level of support in last 60 days and our stats have not been correct since December 4 .I know they are going through changes but honestly I am losing faith and we redirected all our links after Lisa gave us a 24 hour notice to change them.

We are very sorry for all the inconveniences you faced with us because of the migration to MyAffiliates. Please, be informed that we have all the records regarding your commission for December and other months as well. Also all the players from the old system were transferred to MyAffiliates. We will be happy to send you all new links and also we can create some good special offers for you. Lisa will contact you personally regarding all the further actions.
Speak Soon,

[FictionNet]

This has been one of the WORST platform conversions in online casino history. A proper mess because the program owners didn't bother to ask affiliates what they wanted. Certainly, no-one asked me - the end-user of the platform. Emma responds to messages that she picks and chooses and has not ONCE responded to my many criticisms or specific complaints about the lack of carrying-over ALL our hundreds of campaigns. Broken links, missing links, next to zero time to respond.... this is going to cost SuperiorShare a lot more than money. Reputation is everything.

[SuperiorShareEmma]

This has been one of the WORST platform conversions in online casino history. A proper mess because the program owners didn't bother to ask affiliates what they wanted. Certainly, no-one asked me - the end-user of the platform. Emma responds to messages that she picks and chooses and has not ONCE responded to my many criticisms or specific complaints about the lack of carrying-over ALL our hundreds of campaigns. Broken links, missing links, next to zero time to respond.... this is going to cost SuperiorShare a lot more than money. Reputation is everything.

I always respond to your messages as well as I inform you when your payment is sent. But also we have some others tasks to do, as you know we are working on the new LPs, we are launching RTG brand soon and we are still adding some LPs to MyAffiliates so the list of LPs will be much longer than now. We need some time to sort everything out so I do appreciate your patience and understanding.

[FictionNet]

I always respond to your messages as well as I inform you when your payment is sent. But also we have some others tasks to do, as you know we are working on the new LPs, we are launching RTG brand soon and we are still adding some LPs to MyAffiliates so the list of LPs will be much longer than now. We need some time to sort everything out so I do appreciate your patience and understanding.

And once again you select what to answer and what to ignore. WHY did you not ask affiliates what we wanted from a new system and more importantly, WHY DIDN'T YOU CARRY OVER OUR CAMPAIGNS? We have HUNDREDS of the things.

Emma. How long have you been at Superior? Are you new to the industy because that's the impression I'm getting, right or wrong.

[David SShare]

And once again you select what to answer and what to ignore. WHY did you not ask affiliates what we wanted from a new system and more importantly, WHY DIDN'T YOU CARRY OVER OUR CAMPAIGNS? We have HUNDREDS of the things.

Emma. How long have you been at Superior? Are you new to the industy because that's the impression I'm getting, right or wrong.

Hi FictionNet,

The reason why we changed is due to the fact we had many affiliates that were asking better breakdown and understanding of their traffic which the previous affiliate software couldn't provide.

Moreover due to the fact of our expansion and launching more RTG brands we needed to move to MyAffiliates which is more serious affiliate program which is being used by many big Affiliate programs.

Even though it seems bit tough now(the Transfer) it would will be worth it for all our affiliates in terms of convenience and commissions generated from the traffic.

We did ask our affiliates what they want and the some said they want to keep the old platform and some said they prefer to move to MyAffiliates, so we had to make a decision.

I personally since I came on board prefer to have proper affiliates software rather than In-House due to credibility. The switch could be done better but we managed to keep all historical players and to tag them to all the affiliates.


Are you going to be in London? we have big booth in LAC which we going to present our new flagship brand RTG brand. Deals will be higher than before in Terms of CPA and RevShare, even CPC can be considered.

At the end of the day Affiliates want good conversion, high Return on their traffic in terms of commission and fast payments which was lacking previously and will be changed since we moved to the new affiliate program.

I can go ahead and continue giving away money to unhappy affiliates but i rather show it in conversion and their commission.

You can add me to skype and talk to me in person i think that within no time you will change your mind on the matter, I can assure you I personally will do the best to make sure of it!

Yours,
David

[FictionNet]

David, thank you for your reply. I will not be in London (ever). I'll be at Amsterdam and/or Berlin most likely.

Like Emma, you too ignored my question as to WHY OUR CAMPAIGNS WERE NOT MIGRATED?

Is it a big secret? Can't you just admit you forgot or something?

[David SShare]

David, thank you for your reply. I will not be in London (ever). I'll be at Amsterdam and/or Berlin most likely.

Like Emma, you too ignored my question as to WHY OUR CAMPAIGNS WERE NOT MIGRATED?

Is it a big secret? Can't you just admit you forgot or something?

its not a secret and i never run away from hard question.

the truth is the old system which was build In-House was build In a way that was technically impossible to migrate to MyAffiliates.


if you want to know the technical reason i will be more than happy to elaborate over Skype, but the bottom line is the previous system works in different way than MyAffiliates or other big affiliate programs/Program which the only Affiliate software that could be tech wise used other than the previous one was the Rival affiliate software.


our intention was to provide our affiliate deeper understanding of the traffic and move completely from In-House solution that could lead to lack to credibility which we were facing with some Affiliates.


Thanks,
David

[Malikbhai]

Lisa be in trouble...

[FictionNet]

David. Unless you are a newbie, then you KNOW how much work converting campaigns (from one backend-to-another) can take for affiliates. The fact you gave us next to no info about this is unforgivable and you will have caused LOTS of affiliates LOTS of work and we won't forget that.

If you knew you couldn't transfer campaigns then WHY did you not TELL us affiliates beforehand so we could prepare for the massive amount of work it involves? Only a newbie would make that mistake, surely? Or are you going to admit that you properly messed this up and be honest about it? I'd respect you more if you did.

[Triple7]

Doesn't Connie from Burstin Spammin' work anymore at Superior Share?

[FictionNet]

Doesn't Connie from Burstin Spammin' work anymore at Superior Share?

Connie will be back soon (eta. I didn't mean at Superior)