DeepLogic Partners - Different conditions from manager and payment hold

We are facing the problem for our payment as conditions in T&C is different from what was agreed with manager Nicole.
On 24.03 was first communication with our manager where all KPIs were agreed. Nicole proposed us to work with soft KPI, that includes only deductions for duplicates and self exclusions. No additional KPIs were not mentioned.
On 01.05 our manager asked if all the terms are still relevant and we received confirmation that there was no changes.
When it comes to get the payment, we were told that the KPIs mentioned in T&C are not met and the payment is on hold. Besides all of this Nicole told us she never accepted soft KPIS and they were never questioned, but opposite is on screenshot from 24.03
When T&C was changed we don`t know, because all changes on website are not notifying the partners about it. Any changes in KPI were not announced in the chat.
Looks like scam case because changing the conditions without notifying the partner is just a way to refuse in payment

Dear @CG_SOLUTIONS,

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.

The amount of hold payment according to our tracker is
Rooli | CA [FB] - 6080 EUR
FatFruit | CA [FB] - 760 EUR
total is 6840 EUR

Unfortunately can`t check the stats on DeepLogic side because I can`t login to FatFruit panel, seems we were blocked
On Rooli partner income doesn`t show the commission for all 32 qualified players.

Dear CG Solutions,

We Will unlock. It’s usually a 2Fa issue.

We do not block accounts without informing our partners.

Kindly try again.

Thank you
DeepLogic

Hi!

Blocked account is not the main issue.
The issue is holded payment, misleading in terms and no reply from affiliate manager.

Hi CG Solutions, First of all, all terms must be accepted upon registration on our platform by physically ticking the box.

Our terms were indeed updated on the 11th April and these changes were communicated like always by email (we are happy to provide proof of this email being sent to your email address to AskGamblers).


Unfortunately there were 3 terms around traffic quality, breached. Only one of them was changed on the 11th April (which you were emailed about), the other two have been there since day one of operations over 2 years ago. One thing to note, we very rarely apply these terms however on this occasion the traffic was just too bad to be true. We do not get many complaints about our affiliate program we run fair and expect the same from our partners, but we have to operate as a business not a charity and sometimes we must take a firmer stance on traffic that is so bad that we never stood a chance. Traffic that is either massively oversold or poor value is targeted along with high rates for profit with no regard for the other side. We have a right to protect our business with terms around quality. It is your choice if you proceed or not you were presented the terms upon registration and ticked to agree, you continued to push after the 11th of April after we emailed about a change in terms.


Withholding any affiliate payment is something we do not take lightly however we have a BI team who are carefully checking traffic from all partners and if they are falling too far away from casino averages to be true then it becomes an issue which we must fix. As mentioned we are withholding payment, not confiscating. We are still targeting your players heavily, at further cost to us to try and re-engage them with very little response, it would be helpful if you could also run push notifications to do the same so we can improve numbers and make payment.



Disputed: €5760.00
Deps: €1516.00
Cost vs Spend: 26.3%
Retained M1 : 1/33 - 3% is a truly shocking result here - Social Average is (24%)
One time depositors 70% (Social Average 34%)
Average cost PP: €175
Average Deposit PP: €45

We understand that not all campaigns will be profitable but we run thousands of FTDs a month on social channels and the averages we see are pretty consistent, we only have issues when results show one time depositors, retained and other key parameters stray so far from the averages it cannot be true or a result of our brands not working.

The vast majority of your players came in and deposited close to minimum amount and never came back (not even for daily free spins or aggressive crm offers). From our side we have targeted these players with huge offers to reactivate them, they dont log back in not even with the offer of freebees, it is not normal behaviour that we are accustomed to seeing over tens of thousands of FTDs.


70% of FTDs deposited once. 1 of 33 players came back to make a deposit in the following month. The supposed average cost of each player is €170, the average deposit value is €45. We appreciate we will not win on every campaign, but this deal was designed for us to lose and we have a right to protect ourselves against such traffic with terms that you agreed to when registering.

The terms which we are withholding on are:

You hereby recognise that if 50% of New Customers of your total traffic volume made only a minimum first deposit during the current month, then such traffic shall be considered as motivated under the Affiliate Agreement, and thereby any Commission in relation to such New Customers can be ‘frozen’ or not payable upon Company decision.

You hereby recognise that if more than 50% of New Customers of your total traffic volume made only one deposit during the current month, then the whole traffic volume shall be considered as motivated. In this case, the Company has a right not to pay or hold the Commission for such traffic.

You hereby recognise that if players do not deposit 50% of the value of the total campaign cost, during the first 30 days the Company has a right not to pay or hold the Commission for such traffic. In this instance the affiliate will be expected to do all they can to increase deposit values with push notifications or any other available avenues at their disposal.

The solution to this to work with us to increase the value, if you can run push notifications or similar.

For the time being I am happy to match the deposits of your players as a payment, this means we would still be at a loss (probably a total loss as all of your players expired not even 1 month later) but we can try to find an amicable solution whilst you push the players to generate more in the way of deposits.

Dear @CG_SOLUTIONS,

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.

Hi!

Thanks a lot for your reply.
We are fully informed about the traffic quality and usually checking the progress.
The main issue we have is discommunication and misleading in what we agreed and what is available.
From our side we always inform our partners regarding all changes in terms and conditions using all the communication channels. We have asked Nicole several times about the terms, and there was any time she warned us with any changes.
KPI is one of the most important part of terms and we always asking about it and any changes before starting the campaign. I think it`s not very hard to inform your partner before starting the campaign.

Regarding the email you sent on 11th of April, only one email we received is a list of your marketing activity, no email with changes in T&C we have not received. Please provide us with email status proofs, because there is no email from you with any informing of changes.

In general to describe the activity we do, we are an affiliate network and working with different brands and geos. All we do is providing services for our publishers and traffic for our advertisers. To do this activity we are asking for detailed terms and conditions before any campaigns starting. If we see that there is any KPIs and we are informed about it, there is no problem in holding or deducting the payment. But if we are informed about it when it comes to payment - it`s not the way we can do.
From our side it`s not a problem to hold payment, we always are willing to send good traffic, but we need communication and detailed t&c, what was not in our case.

To solve the problem with our partner, could you please provide us with detailed the report by player? We believe we can get a joint decision that will works for both sides.

P.S. this complaint was opened not just because of money hold, but also because of any willing to get any solution in our chat. Our manager just stopped the communication without any clarifications.

Hey,

Again I think the issue is what we see as a KPI differs vastly from what you see as one. For us a KPI is a baseline, or a wager amount to qualify for the CPA. It is not expecting to see traffic that looks semi legitimate compared the thousands of FTDs we see. These are terms around quality, which you either did not read or chose to ignore. As mentioned in the previous post, we have a right to protect ourselves against poor traffic which is what has happened here.

I apologise if communication after the withholding of payment was not up to par, this is something I will review with the team and ensure improves. However, this does not change the fact that there were three term breaches on quality, two that have been there since day one and one that was changed and you were notified of changes. The email send out and proof it was sent to your email address with time stamp is being sent to our account manager now (I do not want to share your private email on this thread as it may be sensitive).


We are both in agreement that this traffic is very bad. I appreciate you are a network and you are not always in full control of what traffic comes through, but you are making your money from this traffic so it is ultimately your responsibility to vet your sources and check the traffic you are sending and ensure a decent level of quality or there will obviously be problems which can be avoided.

As mentioned in my previous comment, we appreciate not every campaign will be profitable but this campaign was never intended to be for us. I would speak with the webmaster who sent this traffic and find out what traffic this was, how it was generated, ask for proof because the price is not matching up to quality and I suspect the affiliate in question has over charged, you have added your fee on top of that and we were expected to be left holding the bill of €175 per player when the player value is €15 and all of the players have stopped playing less than 4 weeks later... whilst everyone else makes money. Unfortunately that will not happen here.

My offer stands that I will match the deposits on the campaigns (we will still be at a loss), you can ask the publisher to try to re-engage the players with push notifications and generate deps to improve numbers then we can talk again.

Until then this is my final offer, the terms were there, you failed to meet 3 of them and I am now offering you an olive branch to close this amicably.

Dear @CG_SOLUTIONS,

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.

Hi!

I’d like to ask if it’s possible to arrange a call with 3 sides, DeepLogic, CGS and publisher that worked with you?
Will appreciate a chance to discuss the issue and find the solution in shorter terms

Dear CG Solutions,

We can organise a call but we would appreciate it if we can organise the following week since we are busy in London next week.

Kind Regards,
DeepLogic Partners

Dear DeepLogic Partners,

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.

Hi AskGamblers,

We kindly ask you extend this complaint until next week as our Affiliate team are busy at conferences this week.

As they stated in their response prior to your last response, they'd be happy to arrange a call, once the team is back from London next week.

The patience would be greatly appreciated to be able to resolve this matter with all parties involved and present.

Thank you,
DeepLogic Team

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that DeepLogic Partners management will soon jump in with an update on this complaint.

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 DeepLogic 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.