Hi Hermski,
Thanks for your answer!
I actually asked for the contact of my affiliate account manager, and they told me I didn’t have one, and they would only give assistance through the support email.
I am pretty my players did it right, also because I’ve a guided channel to open the account correctly, as you can see here:
MD Poker | Salas de Poker | Betsafe Poker
Also, I opened my account a few months ago,and I wasn’t able to retrieve the $5,50 automaticaly through their system, and some of my players yesterday told me that the system still not working.
It’s really a shame such a good product to be so badly managed with such a bad support. It’s like betsson is running betsafe, but they don’t care much but launching new promotions.
Let me know if you get your own manager 
Thanks,
Marco