I am a Kick streamer and affiliate partner for Roobet. I am filing this complaint because Roobet is refusing to allow me to claim my affiliate earnings based on a requirement that was never disclosed to me, and which directly contradicts the written instructions provided by their own support team.
The Facts:
1. When I began my affiliate journey, I sought clarification on the requirements to claim earnings. I was told by Roobet staff that I needed 10 referrals.
2. I reached out again when I had 9 referrals to confirm. A staff member (Kenyi) explicitly stated in the live chat: "I can confirm you must reach 10 referrals to claim the commission."
3. Relying on this official guidance, I worked to gain my 10th referral.
4. Once I reached 10 referrals, the "Claim" button did not work. I contacted support again and was told by a different agent (Brandy) that the requirement is actually "10 active depositors," not just referrals.
5. Roobet Management has since admitted via email that I was "misinformed" by their staff, but they are refusing to take accountability or offer any compensation, stating their "position is final."
My Position:
As an influencer, my time and marketing reach have value. I acted in good faith based on direct instructions from Roobet's official support channel. Admitting a mistake was made but forcing the user to pay the price for that mistake is an unfair and predatory business practice.
Desired Outcome:
I am requesting that Roobet honor the original terms provided by their staff and manually credit my account for the accumulated affiliate earnings, or provide an equivalent management credit as compensation for the misinformation.

Dear @Hasooxn,

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.

I am disputing a total of $335.70 USD.
The breakdown of this total is as follows:
• $85.70 (Earned Commission): This is the exact amount of "Available Credit" currently held in my affiliate dashboard. This balance was earned by reaching the 10-referral threshold which was explicitly confirmed as the payout requirement by Roobet staff member "Kenyi".
• $250.00 (Compensation for Time & Damages): I am requesting this additional amount as compensation for the significant marketing resources and stream time I dedicated to Roobet based on the false requirements provided by their staff. Furthermore, this covers the extensive administrative time I have spent over several days attempting to resolve this issue after Roobet management admitted in writing that I was "misinformed".

Dear Roobet 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.

This complaint has been reopened as per Roobet 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.