Hi Krystall,
Your customers haven’t lost anything this month so the gross losses are at zero.
You had a fee carryover in August due to these Hong Kong players and they have continued to get the bonus every month without losing much if any of their own money so you are assessed your percentage of the total comps. Because this amount is more than what these bonus abusers lose during the month your earnings are negated.
If we were receiving new real playing customers every month, and they were not bonus abusers, then odds are they would lose enough to outweigh the assessed bonuses from these Hong Kong players.
Like I said, I’m more than willing to work with you in order to turn this around. I’m sure if we worked together we could easily reverse the current trend.
Thanks,
Frank