I am an affiliate and have a code on Stake. One of the people I referred signed up on Stake using my code. They played for a couple of years now and have wagered a handsome amount. The issue is with how the stats are reflected on my Affiliate Page. When I check my stats for the campaign there is an option to check for specific stats based on the player and it shows some details about the player and two columns- Wagered and Commission. Being a crypto casino and the fluctuations in crypto price, I check the wagering and details in raw crypto values and not in FIAT.
I checked the stats on my Affiliate page and the user had wagered - 21.236 BTC + 431.667 ETH + 613.448 LTC + 3375.424 USDT. But to check the authenticity of these numbers, I checked the users stats through the global chat command of /user and it shows that the user wagered - 49.994 BTC + 436.939 ETH + 613.448 LTC + 3375.424 USDT.
There is a huge difference in the of over 28.758 BTC and 5.272 ETH wagered amount between what my campaign shows and what the user actually wagered.
So, since I only had the partners email for stake and no direct contact for the affiliate manager, I reached out to them to ask them to explain this issue back in January 2024. They responded after several days that since there is conversion involved, the amount can't match up. I explained to them that this can't be true because the raw values are not converted. They kept on saying no everything is correct. I asked them that since the wagering was never registered on my code, I probably wasn't paid the commission on the missing wagered amount. They told me, since our system is solid there can be no discrepancies. But, they said they couldn't explain the difference in amounts. I asked to just run an audit and check the wagered of the user and there should be trace to explain the difference and it will clear out the issues and everything will be sorted out. They stopped responding.
So, I went on the Live support, first they asked me to ask the referred user to contact support directly. So I asked the referred user and the support went on to check their stats and responded that everything is correct on their end and the issue was with the affiliate's(mine) account and they should contact support. When I reached back to them they said that all wagering is converted into USD and hence, there can be a difference. I explained to them that is not the case. Even if it were the case such a huge difference in BTC wagering amount and not a single digit difference in LTC coin makes no sense. I even sent them the help article from Stake explaining that wagering on stake is done in crypto and not in FIAT. The actual wagering and commission is calculated in Crypto value. The article is this: https://help.stake.com/en/articles/5095843-balance-changes-for-view-in-fiat-currencies
After this, they ended up telling me to contact partners team and they would be only possible to help. I told them the partners email hasn't responded to me in weeks even though I have been sending an email a day to them. They told me to be patient. I asked them if this was a technical error and to get the audit trace for these, but they said its something only affiliate team can do.
Eventually on Monday, I got a response back from the Partners team, and it wasn't my affiliate manager but a generic team message saying that you could file a complaint with the complaints team.
Then, I sent an email to Complaints Team an email, who haven't responded to date. Even after I keep on asking for a follow up every day. Not even an acknowledged email or telling me that they are working or looking into it. Nothing.
Considering the average of what the registered wagering of the user paid in commission for me, It's at least over 2,800$ That the missed wagering is worth. And there is no response from anyone at stake.
AskGamblers
Dear Stake Affiliate Program,
Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.
Thanks in advance for your cooperation.
Dear AskGambler,
We are aware that the player's registered username and email can be found within the notification email sent automatically, but we were unable to find it. Therefore, could you kindly provide us with the above information so we can attend to the complaint?
Additionally, we would like to request that this case be assigned to Stake, as "Stake Affiliates" is not a separate casino.
Kind regards,
AskGamblers
Dear Stake Affiliates,
Kindly note that the affiliate program registered username and email with your affiliate program could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.
Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. Unfortunately, we cannot move the complaint due to the fact it is considered as an affiliate problem and not a casino problem.
Thanks in advance for your cooperation.
Dear AskGambler,
We sincerely apologize for our late response and would like to express our gratitude for the information you have generously provided above.
Additionally, we are pleased to inform you that the issue in question has been successfully resolved through collaborative efforts between Stake and the user involved. We are confident that the complainant will confirm the resolution of their issue.
Should you require any further information or assistance, please do not hesitate to contact us.
Kind Regards,
AskGamblers
Dear @redhaw4,
The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.
Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.
Thanks in advance for your cooperation.
