The problem was not the CS agent could not access the back office, the problem was no one could access anything of the casino. The players could not play in the casino, so CS sent them to another casino.
Bull! The guys just said that he went to the casino and contacted the Live Chat from the casino’s website. And if it’s a standard practice for your casinos to go down for more than 24 hours…
Bottom line, some aff programs always try to switch players to new casinos from their brand:
1. It eliminates any commission that may be due to affiliates, while the player still plays.
2. Re-hooks the player by opening new account at a new casino + giving the player bigger bonus (which = bigger wagering requirements and less chance to withdraw any winnings).
I am 100% sure that if the same guy contacted the customer service with CoolCat bonus question he/she would be given “a big bonus” to sign up at a different casino.