Boylesports

Osloking

Non-Gambler
Joined
Dec 31, 2010
Location
Norge or NO-WAY!
Hello all, i just wanted to tell you guys about my experience of boyle, it seems very unprofessional staff there and the CS is total joke.

Regarding why i joined them was due to the aristocrat slots but after my experience with them its really better to seek elsewhere.

I had 3 times (in 1 week) where the slots completely went error and the skill section went dead during my play and the CS did not do anything to help me, only to send me to 4 different chat operator as i was like a tennis ball, the 3rd time they found out the problem, but did not tell me anything, just "yes we know the problem" and thats it. After like 30min waiting. So i got frustrated and just wanted to cashout, deposited total 600$, and at 200$ withdraw, day later not only they did not process my withdraw but cancel my withdraw and put it back to my account and use "excuse" to verifying my AGE, even tough i have deposited before and every time used neteller, they had to cancel it when i requested a withdraw. there are these times you understand why CM award is awarded place like Nordic, 32red, redbet..
 

Respin_Ftw

Experienced Member
Joined
Jun 8, 2009
Location
Sweden
Really? I have quite the opposite experience. Good selection of games, fast cashouts and a nice staff!

I always send all docs before my first deposit so that everything will run smoothly cashout wise.

Boyle is one of the best playtech casinos imho.
 

RikkiGT-R

Non-Gambler
Joined
Jan 19, 2013
Location
Northern Ireland
I'm with Respin_Ftw in that I think the CS at Boylesports are fantastic.
I actually closed my account last week, but simply because I loathe PlayTech. It's a shame too because I had some hilarious conversations on Live Chat with the CS reps, and got paid (that once when I won on their NetEnt section) without any hassle whatsoever.
 

Osloking

Non-Gambler
Joined
Dec 31, 2010
Location
Norge or NO-WAY!
What worries me now is that they actually store my neteller secure id code, usually you must enter it for every deposit but they have stored neteller account nr AND the secure code, you just need boyle password to deposit. i think this is very large lack of security.
 

akrus88

Dormant account
Joined
Aug 6, 2012
Location
Finland
Have had my share of problems with boyle too.

They offered 5€ free to try netent games. When opened the games, 5€ showed in my balance, but the games didnt worked. Tried with different browsers etc.
Never got them to work. Happily they,cancelled that promotion after a few weeks so that 5€ disappeared.

Deposited 50€ to take 200% bonus for playtech casino.
It didnt showed up.
Tried to ask it trough live help, live chat did not worked.
Asked it with email, happily very fast they responded and gave me the bonus.
Played for a while and noticed I had 2x more wagering then I should have. Well support said Ill have to complete only half.

Got promotion about 100% deposit match. Opted in, deposited. Bonus did not showed up. Had to ask it trough live chat.

And the worst one is that 50% realod slot mania bonus with 50€ max cashout.


But other then those problems, it has been allright. Offered me today 3x100% match offers and those for my surprise worked like charm. Those were some kind of "vip" bonuses and had to request them trough live support, but cs was great and it took less then 20 seconds.
(Allthough my rtp with 200xbet bankroll was 50% :D).
 

Keith Hathaway

Dormant Account
Joined
Feb 27, 2012
Location
Sliema, Malta
Hello all, i just wanted to tell you guys about my experience of boyle, it seems very unprofessional staff there and the CS is total joke.

Regarding why i joined them was due to the aristocrat slots but after my experience with them its really better to seek elsewhere.

I had 3 times (in 1 week) where the slots completely went error and the skill section went dead during my play and the CS did not do anything to help me, only to send me to 4 different chat operator as i was like a tennis ball, the 3rd time they found out the problem, but did not tell me anything, just "yes we know the problem" and thats it. After like 30min waiting. So i got frustrated and just wanted to cashout, deposited total 600$, and at 200$ withdraw, day later not only they did not process my withdraw but cancel my withdraw and put it back to my account and use "excuse" to verifying my AGE, even tough i have deposited before and every time used neteller, they had to cancel it when i requested a withdraw. there are these times you understand why CM award is awarded place like Nordic, 32red, redbet..

Hello Osloking,

Sorry that you feel this way with regard to our CS team, we are proud of these guys and receive a lot of great feedback but if you feel we are below the mark here then accept my apology for this. I'd be happy to look at a good will gesture if you PM me your Boyles username, for both the poor service you feel you suffered and the technical issues you encountered on our slots.

But I must say that age verification is not something we chose to do at withdrawal, it is something we are required to do at this stage. If we start putting the verification's in at deposit, we would get a whole load more complaints I can assure you of that. Every (reputable) Casino is subject to the same rules and regulations here, age verification is also a one time issue and will not need to be done again on further withdrawals no matter how big or small.
 

dingdingding

Newbie member
Joined
May 20, 2011
Location
at the bar
Hello Keith,

First of all: I think it's a great thing that you stand up for your cs reps and I really appreciate that!

About the age verification: I know this is kind of an industry-standard and it is not only you. Nevertheless, I have always thought this is just plain bs and mostly used to delay payments. I understand and welcome the efforts to protect minors from gambling but age verification at the withdrawal is just bogus. That way minors are not protected from losing money, but only from winning.

In my opinion a first check like a registered credit card, a micro deposit via neteller or moneybookers/skrill or even a check on the id or passport # would mean an actual effort to protect minors from gambling. Requesting possibly further needed documents on sign up would also be okay with me. Chances would be, that the docs are already checked and I#m good to go when I would like to withdraw.

But like I said, the above mentioned system is kind of an industry standard and this is more or less a general rant since I consider the system pointless. Where you did actually fail in my opinion is when you put the money back in the account due to the missing documents. The player chose to put it aside to withdraw and and in my opinion reversing the withdrawal is nothing but a way to lure the player into gambling it away instead of completing the request for the docs. Possibly even a minor for all that we know about your age verification process...

Best regards,

dingdingding
 

Keith Hathaway

Dormant Account
Joined
Feb 27, 2012
Location
Sliema, Malta
Hello Keith,

First of all: I think it's a great thing that you stand up for your cs reps and I really appreciate that!

About the age verification: I know this is kind of an industry-standard and it is not only you. Nevertheless, I have always thought this is just plain bs and mostly used to delay payments. I understand and welcome the efforts to protect minors from gambling but age verification at the withdrawal is just bogus. That way minors are not protected from losing money, but only from winning.

In my opinion a first check like a registered credit card, a micro deposit via neteller or moneybookers/skrill or even a check on the id or passport # would mean an actual effort to protect minors from gambling. Requesting possibly further needed documents on sign up would also be okay with me. Chances would be, that the docs are already checked and I#m good to go when I would like to withdraw.

But like I said, the above mentioned system is kind of an industry standard and this is more or less a general rant since I consider the system pointless. Where you did actually fail in my opinion is when you put the money back in the account due to the missing documents. The player chose to put it aside to withdraw and and in my opinion reversing the withdrawal is nothing but a way to lure the player into gambling it away instead of completing the request for the docs. Possibly even a minor for all that we know about your age verification process...

Best regards,

dingdingding

Hello dingdingding,

Thanks for your reply, and I agree with many of the points you make and I stand by the fact our CS team rock. They all work hard to provide a 24 hour 365 live chat and email service, that's not an easy thing to do trying to keep you guys & girls happy!

Reputable Casinos do not use age verification as a means to avoid payment, unfortunately those less trustworthy can latch on to this genuine check to avoid payment. Boyles are not one of these, the fact we are accredited here shows that. The one regular complaint we get around the age verification are along the lines of why didn't we ask at deposit? This is a fair question and again in an ideal world this could be done.

But then when you work in the industry you look at the logistics of this. Boyles regularly get more than a thousand players depositing on any given day, in March it can be well above this with the Cheltenham Festival, remembering Boyles are a huge Sports betting operator in England and Ireland. It would be logistically impossible for Boyles to age verify even close to this volume of new players at the point of or even prior to deposit. Imagine the complaints when you open a new account and want to put a bet on 30 mins before a sporting event, you are then told to send in your documents and we will verify within 24 hours before you can deposit and have a bet! The day after the game is over! At registration we don't know if you're a Casino, Poker or Sports player.

One thing I suggest and this is something I do myself: Keep an updated file on my computer with passport, Visa card front and reverse (or any other deposit method verification like Skrill account screenshot for example), an updated bank statement and utility bill. Then pop onto chat or email CS and ask for them to be verified in advance. Obviously if you have a win on the first night there still may be a small delay, but often it shortens or even takes away this situation totally. Remembering it is only a 1 time verification.

I hope that explains things more on behalf of all reputable operators.
 

dingdingding

Newbie member
Joined
May 20, 2011
Location
at the bar
Hello Keith,

I figure we kind of are on the same page... that is, you and me, not Boyle and me.

I can understand the business decision of choosing fulfilling legal requirements over taking actual responsibility and to be perfectly honest: I would probably make the same decision if I was in charge at Boyle's.

The one thing that really upsets me though is the fact that the players money was put back into his account. This really doesn't fit well together with the claim not to use age verification to avoid payment. You should fix that immediately if you are serious about what you said.

Best regards,

dingdingding
 

Keith Hathaway

Dormant Account
Joined
Feb 27, 2012
Location
Sliema, Malta
Hello Keith,

I figure we kind of are on the same page... that is, you and me, not Boyle and me.

I can understand the business decision of choosing fulfilling legal requirements over taking actual responsibility and to be perfectly honest: I would probably make the same decision if I was in charge at Boyle's.

The one thing that really upsets me though is the fact that the players money was put back into his account. This really doesn't fit well together with the claim not to use age verification to avoid payment. You should fix that immediately if you are serious about what you said.

Best regards,

dingdingding

I agree again, it is actually something I have spoken to one of the developers about and we are aiming to change the way withdrawals are processed. At the moment, the ability is to just approve or reject the withdrawal. What we are trying to develop is a "pending" area. This way we can push the withdrawal into a pending area rather than cancel. The player will still have the option to cancel as will Boyles should the verification be unsuccessful. But unless either side cancels the transaction the withdrawal amount with be ring fenced and not allowed for game play.

Whist not looking to make excuses, Boyles are new to the Casino and to some extent Online markets certainly as far as taking this area seriously. We're determined to get this side of the business right and we are far from there yet but we are reputable and certainly trying hard, I will always stand by that.

I will keep you all updated on this issue.
 

RikkiGT-R

Non-Gambler
Joined
Jan 19, 2013
Location
Northern Ireland
The player will still have the option to cancel

I firmly believe this should not be an option. There is nothing more satisfying than clicking on "withdraw" and knowing that the cash is gone, away... off to the processors and will soon be in one's bank account.
Either that or add the ability to flush withdrawals on request, which is exactly the same idea.
I hate those bloody awful "pending periods" casinos have. They are there, first and foremost, to save the casinos money. So many players will use it and subsequently lose :rolleyes:
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
Ugh, just, what, a day ago, I was saying, not had problems with Boyle.
Tonight, ack!
Every time I play a game, end of of bonus, it gets stuck...says click ok, button doesnt work; happened 3 times..you have to crash the game..then wait...and wait..and wait, for it to return to your balance. For some reason, with Boyle, when you play an Aristocrat slot, you have to load funds INTO the game, it doesnt play from balance, and when you have to leave the game, it takes up to 10 minutes for funds to return to your balance, so you sit there sitting on your thumbs..it's bad enough when u play, the balance doesnt go up and down with each spin, it takes a bit in the game for the change in balance to reflect the loss or won, so at any given moment, you dont know what your balance is. (I'm still waiting after the game crashed, for funds to return from the game to balance.

Pretty crappy session, Boyles :(
 

Keith Hathaway

Dormant Account
Joined
Feb 27, 2012
Location
Sliema, Malta
Ugh, just, what, a day ago, I was saying, not had problems with Boyle.
Tonight, ack!
Every time I play a game, end of of bonus, it gets stuck...says click ok, button doesnt work; happened 3 times..you have to crash the game..then wait...and wait..and wait, for it to return to your balance. For some reason, with Boyle, when you play an Aristocrat slot, you have to load funds INTO the game, it doesnt play from balance, and when you have to leave the game, it takes up to 10 minutes for funds to return to your balance, so you sit there sitting on your thumbs..it's bad enough when u play, the balance doesnt go up and down with each spin, it takes a bit in the game for the change in balance to reflect the loss or won, so at any given moment, you dont know what your balance is. (I'm still waiting after the game crashed, for funds to return from the game to balance.

Pretty crappy session, Boyles :(

Please send me a PM with your username dionysus, I will take a look but in many cases with 3rd parties supplying Casino games the lag or technical issue is on their side, although we know this is not any less frustrating.
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
Thanks Keith; not sure on who's end the game issue (yours or Aristo..I know not mine, my mouse and KB and comp are working fine)..but when clicking the ok button, it does nothing..just..sits there and you have to force crash the game.
the balance issue, though I know is on your end; a rep, I guess a month or so back, said this is an issue boyle has, about the delay in funds reverting back into the acct after playing a game and something you guys were working on. I know we all like 'immediate gratification', but noone likes the long delay waiting for funds that are IN the casino to update balance IN the casino; you can't play any games until it updates; even if you know you have say, 50 bucks, your balance says 0, and if you open a new game, it says you have no balance until the system (slowly) moves it from the slot back into balance.
Anyway, ty for looking into it, I pmed you my acct name
cheers
 
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