138 Affiliates - Holds Affiliate Accountable for Customer Complaints
Resolved - 138Affiliates are within their rights to terminate the affiliate agreement but have paid historic earnings up to point of termination.
Read our 138 Affiliate Program Review.
Not sure if you deal with Affiliate issues or not but at the least you should be aware of this issue. We are a small affiliate and also have a small mediation site for players.
1)The Casino has several Player complaints on the Autonomous Mediation Site
2)They indicated that they were dealt with, then indicated that they were not dealt with, then called the players cheats and then said they couldn’t discuss players issues because it violates the Data Protection Act. No sensitive information is every requested by the mediation site and the players provide any sensitive information directly to the site when the complaint is made.
3)138 then figured out that there was an association between the Player Mediation site and us their affiliate. They threatened to close our account and not pay commissions if the reports were not taken down. They indicated that their terms and conditions were violated and provided them. The only item in the terms and conditions that allowed them to close the account is use of “Their Sole Discretion”.
4)Because we are Autonomous we did not take the reports down and 138 proceeded to close our account and refuse past payments. Although it is any Casino’s right to stop doing business with a player or affiliate, it is most concerning that they feel it appropriate to keep funds earned in the past as they have no legal or ethical basis to do so.
the casino review
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Hi Gibber - welcome to ThePOGG.com!
We do have a separate service specifically set up to deal with Affiliate Complaints at POGGWebmasters, but as that site is currently a little broken and will be merged into ThePOGG.com in the coming months we'll deal with your issue here for now.
I am aware of your complaints service - it predates our own by some ways.
I would ask your team to forward on all communication you've had with 138 Affiliates regarding this issue to [email protected] Effectively what I'm going to need to establish is exactly what term 138 Affiliates feel give them the right to withhold past payment. In most cases the at 'at their sole discretion' term would only allow the program to close your affiliate account. It would be unusual for it to justify non-payment of historical earnings.
As this issue involves the discussion between your team and the operator of player complaints - who have not given you permission to share their information with us - I need to ask your team to be very careful to remove any information that could be used to identify the players in question (names, email address, phone number etc etc) from any communications you forward to ensure you remain compliant with the Data Protection Act.
Once I've reviewed the communications and the 138 Affiliate contract I'll contact the program and see what we can do.