Thank you Benz for the opportunity to respond publicly to this complaint.
Let's break it down so that all of your concerns are addressed:
"My affiliate commissions were credited to my account in the amount of 1.99216734 then 20 minutes later I had 1.01475885."
In the instance that a player's NGR must be adjusted manually, so must an affiliate's commission. To ensure complete transparency, it is impossible for us to tamper with data generated by SoftSwiss' affiliate software. Therefor, when an adjustment is made, we keep the affiliate in the loop every step of the way, as reflected by the snapshots of correspondence shown above, sent to you by 4Grinz.
"There is no transaction history of the missing funds."
It should bring you comfort that neither SoftSwiss, nor 4Grinz, can manipulate your affiliate commission data. The above is proof positive that your account is protected and secure, and that only the NGR associated with the double-spend was manually subtracted from your commission balance.
"I received an email from Lee stating that my account was deducted due to a players fraud. He said he credited my account with 5 deposits and then returned 3 to the player and closed his account."
Yes. One of your players committed fraud. To be clear, affiliate commissions are generated through play, not deposits. I believe Lee was referring to the total of confirmed deposits for the month of October, minus withdrawals, minus double-spends (unconfirmed deposits). However, Lee probably didn't mention the sum of deposits totaling an unassociated balance prior to the fraudulent activity. The player's account was deactivated according to our Terms and Conditions. Once all fraudulent wagering was null and void, then adjusted, the remaining balance was refunded to the player. All play associated with legitimate play are reflected in your October commissions. 4Grinz acted fairly in refunding the player his remaining balance, but since the player was no longer allowed access to his account, the refund was performed via Cubits and is viewable here;
https://live.blockcypher.com/btc/address/18GYsutdrzGDGEEXtqKsj971mExjdBjD2u/
"I want the rest of my commissions that are due to me."
If a deposit by one of your players does not clear and is declared a double-spend, then all play associated with that deposit is null and void. Naturally, any play determined null and void would result in an adjustment in the player's NGR. An adjustment in the player's NGR would directly correlate with the adjustment in your affiliate commission.
"I also want the reports on this player."
All commissions, data, trackers, and your players are reflected in your affiliate account. Simply click on the "My Affiliate" link viewable in the banner menu upon login. The plethora of data generated by our SoftSwiss affiliate software is quite comprehensive. So, if you need assistance locating specific data within your affiliate account, please visit our Live Chat and a friendly agent will be happy to show you around. For security and privacy reasons, it's best we not share this information publicly.
Summary: The commission affecting your account was falsely generated by a player committing fraud. We take stealing in the form of double-spends seriously. The violating player's account was closed, the balance of non-confirmed deposits were adjusted, and all play associated with those deposits were declared null and void.
Unlike other casino affiliate programs, 4Grinz doesn't impose negative carryovers and our 7% administrative fee is the lowest in the industry. Therefor, your future affiliate commissions will not be affected by the actions of this fraudulent player and we will ensure he no longer has the opportunity to put you, this casino, or its players at risk.
All the best to you Ms Benz, and on behalf of everyone here at 4Grinz, we look forward to friendly and prosperous relations.
Sandy
