Hell Partners - Affiliate Payment Dispute HellPartners SlotsGem

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 < email removed >

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.

< email removed > i send screenshot too

Dear atill38,

Thank you for your reply.

We have checked our records again using the email address you provided, but unfortunately, we are still unable to find any account or information associated with it.

Please double-check that you are providing the email address registered with your account and send us the correct email address. If you are unable to locate it, you may also provide your username or any other details that could help us identify your account.

Once we have the correct information, we will be happy to assist you further.

Thank you for your cooperation.

affiliate id 674758

Dear atill38,

Can you please post the correct email address? 

its the correct one i do extra attach file but you dont get it somehow can i send you email or something that you see its the correct one

askgamblers i send you email that email is correct what i send already i can not upload it here it dont work i dont know why thank you

Dear all, 
We have attached the screenshots on the player's behalf. 

This complaint has been reopened as per Hell Partners request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Dear all,

The payment is not being made due to fraudulent and duplicate activity identified in the traffic generated under the affiliate account. As this traffic violates our anti-fraud policy, the corresponding CPA commission is not payable.

Our affiliate manager has already contacted you directly regarding this matter.

Best regards,
Hell Partners

Dear Hell Partners,

We strongly disagree with the claims made regarding fraudulent and duplicate activity under our affiliate account.

We have asked several times for concrete evidence supporting these allegations, including details of the alleged fraudulent or duplicate activity, but we have not received any proof or documentation from your side.

Furthermore, there is no indication of any duplicate accounts or similar activity visible in our dashboard. If such activity was actually identified, we would expect you to provide us with clear and verifiable evidence explaining exactly what was detected and why it violates your anti-fraud policy.

Our traffic and overall performance numbers are good and consistent, and there is nothing in the data available to us that would indicate fraudulent or duplicate activity.

At this point, simply stating that the traffic was fraudulent or duplicated is not sufficient, especially when we have repeatedly requested evidence and have received none.

Based on the way this matter has been handled so far, we unfortunately have the impression that the commissions are simply being withheld without a legitimate and properly substantiated reason.

We therefore expect the outstanding commissions to be paid to us as agreed.

We also want to make clear that we understand and would accept it if any genuinely identified duplicate or fraudulent accounts were excluded from the commission calculation. However, withholding the entire payment without providing any evidence or explanation is, in our view, completely unfair

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Hell Partners management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed.