stats down

**mickyfu** · 3 February 2015, 5:56 am

Stats, payments and responses to emails seemed to have gone out of fashion at the end of 2014. Still waiting for stats from Jan 31st till today, both Coral and Gala.

**-Shay-** · 3 February 2015, 10:53 pm

Stats for 31 January finally appear to be updated. However...

Still waiting on stats for the 8th to be fixed. As a reminder, before the stats run, I had clicks. After the stats run, the clicks were not listed.

Also still waiting on an explanation for (and return of) the disappearing players - namely how do we go from 20 active players on a day to 14 actives.

It is clear to me that whoever is tinkering with the settings for the award winning software is working a bit over his/her head.

**RacingJim** · 4 February 2015, 10:26 am

Originally Posted by mickyfu

Stats, payments and responses to emails seemed to have gone out of fashion at the end of 2014. Still waiting for stats from Jan 31st till today, both Coral and Gala.

All at LAC no doubt.

**-Shay-** · 4 February 2015, 11:52 am

Originally Posted by RacingJim

All at LAC no doubt.

Being at LAC does not excuse companies from not being able to conduct/maintain normal operations. They should be staffed far well enough to update stats, respond to problems, and pay people on time.

**-Shay-** · 5 February 2015, 1:38 am

Clicks from 1 Feb and 2 Feb have disappeared. I'm pulling Coral until you lot get your **** together.

**justbookies** · 5 February 2015, 1:52 am

Originally Posted by -Shay-

Clicks from 1 Feb and 2 Feb have disappeared. I'm pulling Coral until you lot get your **** together.

It's their 'duplicate suppression software' which messes around with the data before upload, stripping out referrals. Such a shame that what were stats you could trust are now being tampered with - and nobody there takes ownership of the problem.

**thebookiesoffers** · 5 February 2015, 2:29 am

Ant, what is going on here? Are the stats being fiddled with and are we losing sign ups? We are going to need some sort of comment either way here

**Sarah_C** · 5 February 2015, 2:46 am

Hi guys,

sorry Ant is away for a couple of days and he usually looks after you guys on the forum. So apologies for the lack of response. we have had a couple of issues with stats being delayed once again over the last couple of days. The issue was an internal one so we are speaking with the relevant teams at Coral to ensure the delay does not happen again. There are a number of different causes for stats being delayed a lot of which are out of our control, but this time it is something we can definitely put measures in place to avoid the reason for this delay happening again.

Regarding the clicks not being recorded i have raised this with IA as this is something they record their end and not something we keep an in-house record of.

Before we send data to Income Access two checks are run, one is that the relevant gross to net deductions are applied and the second one is that we strip out duplicate account information. this is customers who have signed up to coral multiple times - basically bonus abusers. these have a detrimental impact on your revenue so we felt best to remove them as they are not genuine accounts. This is what justbookies is referring to.

**thebookiesoffers** · 5 February 2015, 3:05 am

that'll do for me

**-Shay-** · 5 February 2015, 7:43 am

Sarah,

The delayed stats issue has been an on-again, off again issue since the end of September (more than 4 months now).

With respect to what you've said, my contention is that something is not set properly within Coral's system and it is resulting in reporting that is not accurate with reality. It may be in the gross to net setting, it may be in the duplicate suppression software, or it may be aside from that - I don't know.

I do know that with the combination of clicks disappearing (which you addressed as something outside of Coral), stats delays, and players disappearing before my eyes - something is straight up not right. We said similar to you last year (that something was wrong and we were being shorted commissions). It ended up that I was right (though it took 2-3 months and consulting with Anthony to straighten it all out).

My point, something is wrong again. There's too many glitches to trust that all is being accurately reported. I don't know if it is due to a setting or if it is due to too much human tinkering or if it has something to do with the introduction of the UK Gambling tax and as a direct or indirect result - a setting was changed, a box unintentionally ticked, or some ****. But there is something terribly wrong.

Originally Posted by Sarah_C

Hi guys,

sorry Ant is away for a couple of days and he usually looks after you guys on the forum. So apologies for the lack of response. we have had a couple of issues with stats being delayed once again over the last couple of days. The issue was an internal one so we are speaking with the relevant teams at Coral to ensure the delay does not happen again. There are a number of different causes for stats being delayed a lot of which are out of our control, but this time it is something we can definitely put measures in place to avoid the reason for this delay happening again.

Regarding the clicks not being recorded i have raised this with IA as this is something they record their end and not something we keep an in-house record of.

Before we send data to Income Access two checks are run, one is that the relevant gross to net deductions are applied and the second one is that we strip out duplicate account information. this is customers who have signed up to coral multiple times - basically bonus abusers. these have a detrimental impact on your revenue so we felt best to remove them as they are not genuine accounts. This is what justbookies is referring to.

**justbookies** · 5 February 2015, 8:46 am

Originally Posted by Sarah_C

and the second one is that we strip out duplicate account information. this is customers who have signed up to coral multiple times - basically bonus abusers. these have a detrimental impact on your revenue so we felt best to remove them as they are not genuine accounts. This is what justbookies is referring to.

That is how it is supposed to work. But I did a test with Anthony a few months ago (I joined with a test account and he joined with one) and neither were tracked as referrals. They were tracked by the system because Anthony sent a screenshot showing the tracking links against the betting accounts. But neither referrals appeared in the stats. So they were removed by Coral before upload (duplicate suppression software).

The one test I did, I used a friend's name and a separate email address. I am still getting emails from Coral suggesting that account deposits money. So it was not marked as a bonus abuser or as a duplicate - it did not appear in the stats, but Coral wants it to be active.

This experience certainly proved to me that 'duplicate suppression software' is suppressing a hell of a lot more than just duplicates.

**-Shay-** · 5 February 2015, 9:36 am

Originally Posted by justbookies

That is how it is supposed to work. But I did a test with Anthony a few months ago (I joined with a test account and he joined with one) and neither were tracked as referrals. They were tracked by the system because Anthony sent a screenshot showing the tracking links against the betting accounts. But neither referrals appeared in the stats. So they were removed by Coral before upload (duplicate suppression software).

The one test I did, I used a friend's name and a separate email address. I am still getting emails from Coral suggesting that account deposits money. So it was not marked as a bonus abuser or as a duplicate - it did not appear in the stats, but Coral wants it to be active.

This experience certainly proved to me that 'duplicate suppression software' is suppressing a hell of a lot more than just duplicates.

This is my contention as well. And again, I have been noticing issues of various sorts since the end of September.

**golfbettingsystem** · 5 February 2015, 10:02 am

Originally Posted by justbookies

The one test I did, I used a friend's name and a separate email address. I am still getting emails from Coral suggesting that account deposits money. So it was not marked as a bonus abuser or as a duplicate - it did not appear in the stats, but Coral wants it to be active.

If this account were to achieve a first deposit and still not appear on your affiliate account (which would appear to be the likely output as you don't have a registration with no deposit showing if I'm reading your comments right) then perhaps Coral could track back through the steps from click/cookie/registration/deposit to tell you (and us) where it's gone and why it's not been tracked?

**-Shay-** · 5 February 2015, 10:18 am

Click data has now returned for 1 & 2 Feb.

Still no click data for 7 January and no return of the "disappearing players" from 19 January that I messaged Anthony about on the 20th - to which he did not respond about directly but instead asked me to like a facebook page.

**-Shay-** · 6 February 2015, 11:38 am

How long does this conversation take with your relevant teams "to ensure the delay doesn't happen again"? Also, when can we expect things to be permanently fixed?

We are making some decisions on different brands - such as whether to increase/decrease/remove exposure and this answer - along with results and follow through might well determine where Coral sits on the process.

Originally Posted by Sarah_C

Hi guys,

sorry Ant is away for a couple of days and he usually looks after you guys on the forum. So apologies for the lack of response. we have had a couple of issues with stats being delayed once again over the last couple of days. The issue was an internal one so we are speaking with the relevant teams at Coral to ensure the delay does not happen again. There are a number of different causes for stats being delayed a lot of which are out of our control, but this time it is something we can definitely put measures in place to avoid the reason for this delay happening again.

Regarding the clicks not being recorded i have raised this with IA as this is something they record their end and not something we keep an in-house record of.

Before we send data to Income Access two checks are run, one is that the relevant gross to net deductions are applied and the second one is that we strip out duplicate account information. this is customers who have signed up to coral multiple times - basically bonus abusers. these have a detrimental impact on your revenue so we felt best to remove them as they are not genuine accounts. This is what justbookies is referring to.

**Sarah_C** · 6 February 2015, 11:46 am

Hi Shay,

there are steps we can take internally which we have done so after this latest occurrence but when the situation is down to our software providers such as the likes of Playtech and Openbet it takes longer to put in place a better procedure. These delays do not just affect affiliate reports but all internal daily reports so it is being made a priority however when external providers are involved these things do take some time.

Regarding the click data for the 7th we have this data for the programme, is there any reason why you may not have click data for that day - as programme wide clicks are showing. If you can email me what your issue is then I can look into this in Anthony's absence, my email is [email protected]

Thanks,
Sarah

**-Shay-** · 6 February 2015, 12:30 pm

Sarah,

I will collect the numerous PM's that went unaddressed by Anthony and have my partner send them your way. To clarify here though - prior to the stats update on 7 January, there were clicks showing. My stats program also showed evidence that our visitors visited your program. Then, when the stats finally updated for 7 January, the clicks "disappeared".

In conclusion, I have click data, the Income Access software, however, is not showing the data for 7 January - which is one of the many reasons I do not trust the settings of the IA software for Coral at the moment.

Originally Posted by Sarah_C

Hi Shay,

there are steps we can take internally which we have done so after this latest occurrence but when the situation is down to our software providers such as the likes of Playtech and Openbet it takes longer to put in place a better procedure. These delays do not just affect affiliate reports but all internal daily reports so it is being made a priority however when external providers are involved these things do take some time.

Regarding the click data for the 7th we have this data for the programme, is there any reason why you may not have click data for that day - as programme wide clicks are showing. If you can email me what your issue is then I can look into this in Anthony's absence, my email is [email protected]

Thanks,
Sarah

**-Shay-** · 8 February 2015, 9:32 am

Yesterday's stats updated on time. Today, not so much - still awaiting update on stats for the day.

If it is not a personnel issue, what exactly is the issue with the software that impacts you guys and not anyone else?

**-Shay-** · 10 February 2015, 8:30 pm

Traffic has been suspended until the stats issues are resolved and payment received.

**justbookies** · 11 February 2015, 5:14 am

Originally Posted by -Shay-

what exactly is the issue with the software that impacts you guys and not anyone else?

I thought we established they need the time to run the stats through their own internal software to strip out referrals.

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