Account Manager and Program Contact Details

[TD Nick]

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Hi Mobillica,

For any Unibet specific queries please contact Client.Services.Team@tradedoubler.com

Kind Regards
Andy Andreou

[Robs]

Several emails to TD, two phone calls ("everybody's in meetings, we'll call you back") and not a single response in weeks. I have no idea what's going on, but other affiliates have told me communicating with TD has become difficult as well.

Things used to be great with the likes of Nick and Andy at the helm. I don't know what's happening now.

I'm going to try email number eight now...

Ditto. I have been sending emails and phoning for about 6 weeks now, and am getting VERY VERY frustrated.

As far as I can see, there is no TD support.

I am up to email number 15 now, and I have had a response to 3 of them. You get a little bit, then silence. Its the same with phone calls, either no-one is available or in meetings or you get a little bit further but never ever see the light at the end of the tunnel.

[TD Nick]

Hi Everyone,

Let me assure you that we have just (last week) implemented a new untracked sales system which should make the whole process less painful for everyone. As you might imagine, untracked sales have to be investigated by account manager for the program and then by the merchant (this gets even more tricky when its the holiday season and people are away at different intervals). The new system makes this process more transparent at our end so that we know who to chase at any given point. Hopefully you should be able to reap the benefits soon. Ryan Vaughan who is currently looking after untracked sales has gone home for the day but if you email me your details I will make sure that you are updated on your untracked sales query first thing tomorrow.

Kind regards,

Elena Koudreiko
elena.koudreiko@tradedoubler.com

[Jonny]

Hi Everyone,

Let me assure you that we have just (last week) implemented a new untracked sales system which should make the whole process less painful for everyone. As you might imagine, untracked sales have to be investigated by account manager for the program and then by the merchant (this gets even more tricky when its the holiday season and people are away at different intervals). The new system makes this process more transparent at our end so that we know who to chase at any given point. Hopefully you should be able to reap the benefits soon. Ryan Vaughan who is currently looking after untracked sales has gone home for the day but if you email me your details I will make sure that you are updated on your untracked sales query first thing tomorrow.

Kind regards,

Elena Koudreiko
elena.koudreiko@tradedoubler.com

Hi Elena,

I'm not very impressed with TradeDoubler at the moment. Could I ask why you have campaigns live which you know aren't tracking, without any warning to affiliates? I have been promoting the Virgin Poker offer, and have about 5 untracked leads, and it seems that it's going to take months for me to claim my lost commission as the leads are worth more than £15. Is this correct?

Cheers

[TD Nick]

Hi Jonny,

Virgin Poker may differ from other poker programs you are used to promoting, as they calculate on the "rake algorithm" not just the initial deposit.

It's possible you were expecting the 5 or so leads in the batch file but that the players themselves have not yet generated enough rake to qualify for the CPA.

Rake Algorithm:

Essentially rake is calculated as 4% of every pot on a cash table up to a maximum of $3. It is where they make their money – In a cash game rake is a % of the pot, and in tournaments, rake is a small fee added to the buy-in.

Rake really is proportionate to the stakes a player plays at:

This means playing at $10/20 a player will rake $20 in about 30 hands, but playing at micro-limits it may take 1000 hands.

I can’t give you an entirely accurate figure on rake but if you say an average player will play between $0.25/50 & $1/2 cash games I’d say they need to play about 250 raked hands to rake $20.

In addition to Elena’s post above we have made several process changes to improve the turnaround and resolution timelines on transaction queries raised with our support team.

Transactions under a certain limit are normally paid instantly, transactions over this limit are sent for investigation and confirmation from the advertiser before we are authorised to pay out.

Hope this clears it up for you

Kind regards,

Nick