Hello,

I would like to ask for assistance regarding an affiliate payment dispute with HellPartners / SlotsGem.

We are an affiliate/traffic partner and have generated traffic, registrations, depositing customers and deposits for the casinos.
The casino is currently refusing to pay our commissions, claiming that the traffic constitutes “bonus abuse.”

According to the casino representative, the following figures were visible in their dashboard:
HellSpin: €3,533.28 in deposits and €3,284.70 in bonus costs
SlotsGem: €4,241.71 in deposits and €2,004.03 in bonus costs

However, these figures do not appear to represent the complete deposit activity shown in the affiliate dashboard.
For example, the affiliate dashboard for August shows:

€5,990.09 in total deposits
€59,313.81 in turnover

46 depositing customers
47 active customers
36 first-time depositing customers
36 first-time active customers
180 unique clicks
38 new registrations

This raises an important question: How exactly are they calculating the alleged “bonus abuse” and why are the commissions being withheld?
Simply having customers who received bonuses does not, by itself, explain why the entire affiliate commission should be withheld. If they are claiming that specific players violated the terms or engaged in bonus abuse, we would like to receive a clear breakdown identifying:

Which specific players are considered abusive;
Which specific bonus(es) were allegedly abused;
The exact amount of deposits and bonus costs attributed to those players;

The contra­ctu­al/­aff­iliate terms under which commissions can be withheld;

The exact calculation showing why the affected traffic should be classified as “bonus abuse.”
There also appears to be a discrepancy between the figures communicated by the casino representative and the figures shown in the affiliate dashboard.
We are therefore requesting a complete and transparent reconciliation of the traffic, deposits, bonus costs and commissions for the relevant period.

We are happy to provide screenshots of the affiliate dashboard and the communication with the casino representative as evidence.

We would appreciate your assistance in reviewing this matter and determining whether the withholding of our commissions is justified under the applicable affiliate agreement.

Dear @atill38,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed payment/s.

Thanks for cooperating the AskGamblers Complaints Team.

Hello total missing amount is 5200€

Dear atill38,

Thank you for your message.

Could you please double-check the email address you provided and send us the correct one? It appears that the email address may have been entered incorrectly.

Thank you in advance.

Best regards,
Hell Partners

hello this is the email Cashou­tcr­ew7­77@­gma­il.com

Dear all,

Thank you for your patience.

We kindly ask you to allow us some time to review the matter. We will get back to you with an update by Tuesday.

Thank you for your understanding.

Best regards,
Hell Partners

okay thank you

Dear atill38,

We have checked our records, but unfortunately, we were unable to find any information associated with the email address provided.

Could you please double-check the email address and provide the correct one so we can assist you further?

Thank you.

Cashou­tcr­ew7­77@­gma­il.com i send screenshot too