Hello
I am seeking your help with an issue I am facing with Fortune Panda Casino's affiliate program. They have refused to pay me, claiming my account is deactivated. However, I have proof that a player referred by me (Tunnelbox), became a VIP player and lost about €25,000 at the casino.
This player is actively playing since 2022 and I dont see any notification, reason or communication in general why my account should be not active.
When I asked about my affiliate history, the casino said they changed their software and found no transactions under my account. Despite this, I have confirmation that the player was referred by me. The casino is also refusing to provide this player with his transaction history.
I feel this is very unfair and would appreciate your assistance in resolving this matter and getting the payment I am owed. Since I brought this player to Fortune and he would never play there otherwise. I kept my part of the deal and expect to get paid what I was promised.
I can send further proof to the Admin regarding the deposits of the player, since Fortune Panda doesnt want to hand out the transaction history, which is very shady. A legitimate casino should provide adequate customer support and be responsive to reasonable requests from players, including requests for transaction histories.
Thanks
Tunnel
AskGamblers
Dear @Tunnelbox,
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.
Hi Askgamblers,
in this case we have a deal of 40% Revshare as you can see in the Skype Screenshot confirmed by the Affiliate manager.
So the total amount of the disputed payment is 10.000 Eur.
AskGamblers
Dear FortunePanda Affiliates,
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.
As I expected...
So what is going to happen now?
From my side it will be handled with a lawyer and also the Player contacted a lawyer.
Can we expect that other users will be warned from this Casino?
Dear Askgamblers team,
Without Prejudice
In reply to the complaint filed by Tunnelbox on askgamblers.com, our defense is as follows:
Tunnelbox (and more particularly Mr. xxxx), who in our opinion should stand up with his real name since he is making such allegations against our casino, was an affiliate that we engaged to provide services to our casino in December 2022, a relationship that lasted not more than a month. The said affiliate brought some FTDs in the same month of December 2022 and very few transactions in January 2023. Kindly refer to the first attachment. We have duly paid this commission to Mr. xxxx, for which we wonder whether he paid any taxes, but since this is out of your competence, we will ask the Maltese Inland Revenue Authority for this matter.
In January 2023, our fraud team suspected that this affiliate, Tunnelbox (xxx), contrary to our T&C, which forbid such behaviour, had contact with the players that he brings to our site, and this could lead to fraudulent activities on our site.
The negative nature of this affiliate, TunnelBox, more particularly Mr. xxxx, transpired even more when, before the due date of payment of the affiliate commission, which is every 15th of the following month, he started threatening our team and our casino, swearing at our affiliate manager, sending endless threats, and demanding his commission be paid on the 3rd or 4th day of the following month, during which the commission accumulated. The commission amounted to a bit over 100 euros, so the same was duly paid to Mr. xxx.
Our fraud department, due to the suspicious behaviour of Mr.xxxx, terminated the relationship with him, and the affiliate manager who was in charge of the relationship with him informed Mr. xxxx that Fortune Panda would no longer request the services of Mr. xxxxx. This happened in January 2023.
We are hereby sending you screenshots (attachment 2) of the backend of our affiliation system, which is still active and in which Mr. xxxx has an account (same screenshots we sent to Mr. xxxxxx, although he is not mentioning anything about this in his complaint), that he has not gained any commission as of January 2023 to date.
Further to the above and following the complaint of Tunnelbox, it proves the point of our Fraud department that xxxxxxx speaks to the players and organizes them to file complaints, and even, we quote, "engage lawyers." Why would a player engage a lawyer about the history of his game play? All the information—deposits (successful and cancelled), withdrawals—is available on the player's account, as are all bonuses given... everything. All players have access to this date on their accounts.
Our players trust us by providing their personal and other information to Fortune Panda! In accordance with the GDPR and related EU regulations, financial information is personal, sensitive data, and nobody has the right to hold and deal with such information, not to mention to send it to third parties, as per the statement of Mr. xxx, who wishes to send the player's information to your attention! This is against European law and, more particularly, the established GDPR, which carries hefty fines for breaching personal information.
We remain at your disposal for any further information you may request.
Kind regards,
Fortune Panda Casino
Hi,
you forgot to upload the attachments, that you were talking about...
"In January 2023, our fraud team suspected that this affiliate, Tunnelbox (full name removed), contrary to our T&C, which forbid such behaviour, had contact with the players that he brings to our site, and this could lead to fraudulent activities on our site. "
You know that I am a streamer and there is a chat function where people can chat with me right?
"Further to the above and following the complaint of Tunnelbox, it proves the point of our Fraud department that xxxxxxx speaks to the players and organizes them to file complaints, and even, we quote, "engage lawyers." "
Are you seriously accusing me of fraud because I advise the player, that has an issue with a Casino, to contact his lawyer?
The player that I refered to you, doesnt get his transaction history, which is your obligation as a licensed casino to provide, and he complaint to me about it, the person who refered him to this Casino! And from the answer of your VIP manager I can say that this is highly unusual that a player doesnt get his transaction history...
What is the reason for that?
Your VIP manager said "The reason being is that you can see all the information on your history. So they are afraid to send financial information of the player"
I am a bit confused:
You said:
"Our fraud department, due to the suspicious behaviour of Mr.xxxx, terminated the relationship with him, and the affiliate manager who was in charge of the relationship with him informed Mr. xxxx that Fortune Panda would no longer request the services of Mr. xxxxx. This happened in January 2023.
We are hereby sending you screenshots (attachment 2) of the backend of our affiliation system, which is still active and in which Mr. xxxx has an account (same screenshots we sent to Mr. xxxxxx, although he is not mentioning anything about this in his complaint), that he has not gained any commission as of January 2023 to date. "
1. Where did I get informed that I was not longer affiliate? Were did you provide proper notice or justification, that I am not an affiliate anymore, that may be a breach of that agreement.
2. How is it possible, that you offer me than immediately a new deal (Screenshot), when I contacted you last month? You just mentioned you terminated the relationship because of "fraudalant activites"??
Even the Affiliate manager wrote: "Also i just checked that we HAVE a 40+40 deal. "
This is on the 22. July 2024
Nowhere is mentioned that my affiliate deal was determinated.
3. Additionally, the accusation of fraud is a serious one. If you are accusing you of fraudulent activity without evidence, this could potentially be defamatory. The law requires that such accusations be backed by concrete evidence, and making false claims could expose you to legal liability.
This point is not fair at all:
"The negative nature of this affiliate, TunnelBox, more particularly Mr. xxxx, transpired even more when, before the due date of payment of the affiliate commission, which is every 15th of the following month, he started threatening our team and our casino, swearing at our affiliate manager, sending endless threats, and demanding his commission be paid on the 3rd or 4th day of the following month, during which the commission accumulated. The commission amounted to a bit over 100 euros, so the same was duly paid to Mr. xxx. "
I was just checking the skype chat history with your Affiliate manager. The payment was delayed 24 days! The conversation as you can see in the Screenshots are very respectful.
Where are the threats and swearing??
Where is the notification that there is no deal? I asked if we continue and there was no answer.
Askgamblers, I can also send the chat history with the Affiliate manager if needed.
Screenshots
AskGamblers
Dear FortunePanda Affiliates,
The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the affiliate. Please send required information to support@askgamblers.com directly.
Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.
Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.
Thanks in advance for your cooperation.
AskGamblers
AskGamblers Complaints Team requested additional evidence and information from the FortunePanda Affiliates team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against the affiliate.
In the meantime, dear @Tunnelbox, we would appreciate if you could provide us with the confirmation of the fact that you may expect further commission for your referrals even after the agreement's closure, received from the FortunePanda Affiliates ( either within their terms or any communication you have had with them ).
Thank you all for your cooperation.
Hello,
the player refered by me, agreed on helping the case and providing evidence of the transaction and as in the provided Screenshot in my first post, it was confirmed that he was refered by me. If askgamblers agree we can send it via Email, as the player wishes that these information should stay out of public.
Fortune Panda mentioned in their answer that my account was after one month the deal was terminated, but at the same time mentioned that my account was open and there were no transactions until today. Doesnt add up.
There was no notification about the termination of the deal.
Instead of bringing evidence, the Casino decided to attack me personally with their answer and putting my full name in their post and accusing me of Fraud.
This is highly unprofessional, against the guidelines here and the only intension is to damage my reputation and I am working since 8 years in the Igaming business and in the Streaming world. So this can cause a big damage to my future.
I promoted and refered users to their site, which includes this player, who as he said, is 5 Star VIP customer, their highest VIP level and brought revenue more than 25.000 Euro and as a Thank you I get accussed of fraud and dont get paid what I was promised.
I can only ask for a fair treatment by the Casino.
AskGamblers
AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that FortunePanda management will soon jump in with an update on this complaint.
AskGamblers
This complaint has been reopened as per FortunePanda Affiliates 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 Tunnelbox,
Kindly provide information about the player in question and supporting documentation, as to date we have received only public allegations without any proof.
Thank you
The player name is "Boncuk" and the Screenshots were sent to Askgamblers since the player doesnt want it to be public.
Askgamblers team can you please forward it?
Thanks
AskGamblers
Dear FortunePanda Affiliates,
Please state the email address the complainant may send the needed info to.
Dear Tunnelbox,
Once FortunePanda confirms the address, please sent the files directly to them, and do put our suport@askgamblers.com address as cc'd.
In addition, do note that you are welcome to attach any files needed directly to the complaint thread as well. As long as the files are marked as private, it means that they are not visible to any other user but you and the casino.
Thank you all for your cooperation.
Dear all,
Our email address is affiliate4@fortunepanda.com.
Please send the information needed there.
Dear Team,
After investigating the evidence that Tunnelbox provided via email, we concluded the following:
This player in question is not registered as a player coming from any affiliate.
Kindly refer to the attached screenshot from the backend of the particular player.
I sent a Screenshot in my first post of a conversation from your Live support, where it is confirmed that Tunnelbox is the Affiliate of this player. How do you explain this then?
AskGamblers
Dear @Tunnelbox
Please note that AskGamblers Complaints Team has just sent you an email with request for additional info and evidence related to the player you claim had been refered by you. If you do not reply or send needed info, we will have no other option but to reject the case.
Thank you for your cooperation.
The player who was referred by me is now in the conversation via Email included.
Dear Tunnelbox,
In an answer to your message from yesterday, on the sceenshots that you have sent to Askgamblers, there is no name of a player.
To the contrary, we have sent Askgamblers Team a copy of the script of a conversation between this particular player and our customer support, whereby our support confirms that the player in question, did not come through Tunnelbox!
Kind Regards,
Fortune Panda
Hi
I sent the chat conversation from the 22.07.2024 where the player name is in the chat visible, it is confirmed that Tunnelbox is the Affiliate to the askgamblers team.
Interesting that after my post here, my Affiliate name was not anymore in the system.
Also interesting that the player is blocked now.
Player asked for the chat history, which was rejected.
Player asked for the transction history, which was rejected.
These documents would solve this case immediately, but the Casino refused to hand it over to the player.
Dear Tunnelbox,
Sorry but you are contradicting yourself.
You have sent the screenshots of the deposits of the player to Askgamblers, which we also have a copy of. This information is contained in the Profile of each player and each player can access same from his account. Which information did we hide exactly if you have the screenshots of the players deposits please, you sent them to Askgamblers!
Why does the player have interest in giving you this information which is private information? What interest does the player have for you to be adding him as a party to this dispute? Why is the player giving you the deposit information? Why don't you both come up with your real names instead of only throwing allegations? Why are you hiding behind this nickname TUNNELBOX? Why haven't you filed the complaint with your real name? Do you do this with all "your players"? Asking them to send you their deposits so that you can publicly name and shame?
We have sent to Askgamblers the following evidence:
1. Screenshot of the affiliation system that for the claimed period your commission is 0.
2. Screenshot from the backend from where the player originated.
3. Chat with the customer support that he has no affiliate attached to his profile.
You came up with 2 screenshots on which there is no username of player written.
We rest our case.
Hi
I just sent Askgamblers Screenshot INCLUDING the player name
I also sent Askgamblers Screenshot of a deposit INCLUDING player name.
You are trying to avoid the payout of my affiliate earnings, which is my right.
You accused me of a lot of things in this post, which is not fair at all and without any proof and your explanation doesnt add up from the timeline: You determined my affiliate deal after 1 month, but you send a screenshot of my affiliate earning for the next 2 years? How can I be still active if you cancel the partnership? Where did I get informed?
I tried to solve this issue in a respectful way with your affiliate manager, it didnt work.
About your last reply, no idea what you are trying to say, but let me explain:
The player wrote in my stream that your casino, which I refered him to, doesnt want to send him his transaction history.
After that I contacted you to check how much I earned with refering him.
Player feels treated unfairly from you and agreed to help.
For the part with the name: I dont understand your point with that? I wrote you on Linkedin with my real name and I have no problem with that. These are the guidelines here:
"Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties."
Dear Team,
Kindly advise a way forward.
KR
AskGamblers
Dear @Tunnelbox,
We must insist of solid evidence which may prove that you referred the player in question, therefore the request made yesterday still stands.
Thank you for your understanding and cooperation.
