Automatic Customer Quarantine System

by Zack Cilia

Last updated: 29-Jul-2026

The Customer Quarantine System provides operators with a strategic tool to manage high-value customers (high rollers) and negative Net Gaming Revenue (NGR) scenarios.
It can also be used as an alternative to disregarding negative balances in commission calculations, allowing operators to temporarily exclude specific customer losses from affiliate earnings calculations until those losses are recovered.

Note: Customer Quarantine is an optional feature and must be enabled by the MyAffiliates Support team. If you would like to use this functionality, please contact Support, who will guide you through the setup process. The quarantine threshold is configured by MyAffiliates once the required values have been agreed upon.

How Does Customer Quarantine Work?
A customer is placed into quarantine when their negative Net Gaming Revenue (NGR) exceeds a predefined threshold.

Once quarantined, the customer's negative NGR is temporarily excluded from affiliate commission calculations. The customer remains in quarantine until their future NGR activity offsets the original quarantined amount.

When the customer's accumulated NGR recovers the quarantined balance, they are automatically discharged and their future activity is included in commission calculations again.

Quarantining Customers
Rule Definition
Customer quarantine rules can be configured using two thresholds:

Customer Threshold
The Customer Threshold defines the negative Net Gaming Revenue (NGR) that an individual customer must reach before they become eligible for quarantine.
The threshold is evaluated against each customer's activity within the selected operation category.
 

Affiliate Threshold (Optional)
The Affiliate Threshold is an additional condition that determines whether an affiliate's customers should be considered for quarantine.
If configured, the affiliate's negative NGR must also meet or exceed the specified threshold before any of their customers can be quarantined.
This field is optional and may be left blank if no affiliate-level condition is required.

Note: The Customer Threshold determines which individual customers qualify for quarantine, while the Affiliate Threshold determines whether an affiliate's customers should be evaluated for quarantine at all. The Affiliate Threshold acts as an optional gate before customer quarantine is considered.

Quarantine Process
Quarantine rules are evaluated once per pay run, typically at the end of the month.
During the pay run:

1. The system checks whether the customer's negative NGR meets or exceeds the configured threshold.
2. If the threshold is reached, the customer is placed into quarantine.
3. The customer's negative NGR amount at the time of quarantine is recorded as the quarantine amount.
4. The customer remains linked to the affiliate subscription they were originally mapped to.

While quarantined:

• The customer's NGR is excluded from affiliate commission calculations.
• The excluded NGR does not impact the affiliate's earnings.

Discharge Process
A customer is released from quarantine once their accumulated positive NGR offsets the original quarantined amount.
During each pay run, the system evaluates customers currently in quarantine.
If:
Original quarantine amount + accumulated NGR since quarantine > 0
the customer is discharged from quarantine.
Once discharged:

• The customer's NGR is included in affiliate commission calculations again.
• Future activity contributes normally to the affiliate's earnings.