This is why terms and conditions are so important to read and understand. Were you notified at the beginning of the following month that you had a qualified “high roller” and did you confirm that 5.4.1 happened?
5.4 High-Roller Policy
5.4.1 In any given month, if an individual player generates a negative net win of at least $10,000 (‘high-roller’), and the aggregate net win in that month (for the casino and sports betting) for that affiliate is negative $2,000 or greater, then the high-roller policy will apply. 5.4.2 If both of the above criteria are met (see clause 5.4.1) then the negative net win generated by the high-roller will be carried forward and offset against future net win generated by that high-roller.
5.4.3 The negative balance carried forward cannot be set-off against other player’s net win.
5.4.4 The negative balance carried forward cannot be greater than the total aggregate negative net win for the affiliate, for that month.
5.4.5 If there is more than one high-roller, the negative balance carried forward will be split proportionally between them.
5.4.6 The negative balance of a high-roller will be reduced by future positive net win that they generate in subsequent months. A negative balance will not be increased by future negative net win unless the high-roller meets the qualifying criteria in subsequent months (see clause 5.4.1).
5.4.7 Affiliates who have qualifying high-rollers on their account will be notified at the beginning of the following month.
We reserve the right to change the Commission schedule and method of calculation of Commission.