Refusing to honour their bonus

My account is currently locked and all my winnings - EUR 140.470 in total - are held back for several weeks now due to "investigations".

I played many casino games at boyle for a long time, made several deposits & withdrawals. My account is completely verified and I have already contacted the support several times because of this issue.

I am asking for your help, because the support is not reacting to my inquiries. They only tell me to wait.
Thank you very much in advance.

I can provide whatever is needed for sure to complete these "investigations"

Kind regards

Robert

I won £1399 following a deposit of £100 and a £100 bonus. I played slots and won. I completed the wagering requirements on slots and attempted to withdraw. I had carefully checked that I had not broken any terms and conditions, which I had not. Boylesports casino have stated they will not pay my winnings and have stated they are refunding my £100 deposit. They have not quoted any reason other than "Casino Management Decision." This seems a case of not wanting to pay winnings, as they had absolutely no problem in keeping hold of losing deposits I had made.

Hi I withdrew 3 amounts on the 6th July from boylesports the first amount was £20.15 the second amount was £180 and the third amount was £30. On the 8th July I received the £20.15 withdrawl and the other two have not been paid. I have repeatedly argued with boylesports for the last 2 weeks and sent them daily bank statements to prove I have not received the missing £210. They are now saying it is down to their third party card processor worldpay and will not investigate it further as in their eyes they say they have paid out the money. I have no way of speaking to worldpay with regards to this as they will not give me the details, I have spoken to customer support everyday for a week and im getting nowhere. Whilst it is not a huge sum of money its still £210 and I cannot believe how rude and stupid their customer services reps are. Please can you assist with this matter if at all possible.

on Tuesday 8th of May i was playing Halloween Fortune on Boyles Casino. The website was running slow and kept kicking me out of certain games, eventually Halloween Fortune seemed to be working ok so I played a few spins then hit a bonus round. After 5 spins on the bonus round the game froze so i took scrrenshots and reloaded the game but the bonus round and my winnings had dissapeared! I immediatly contacted live chat who claimed they were unable to see any bonus rounds on my account and to contact care through the email address. I did this and sent the screenshots advising of the problem, after 3 day Boyles finally replied apologising that the site had been suffering from technical difficulties on that day andd offering me £20 bonus as compensation! The problem is this bonus round could have been worth a substatial anount of money... I was doing £5 spins and hit a x4 multiplier for 20 free spins! £5x4=20x20= 400 - i know this is not an accurate of working out the worth of the bonus round but it should have paid a substantial amount of money to me. I refused the £20 bonus from Boyles and explained my unhappiness but they are unwilling to help further. i have attached photos showing the bonus round and the game history that shows an incomplete game Thankyou

Anyone reading this stay away from these I withdrew 5600sek completed the documents process then when I was able the finally withdraw the nightmare started. First I could not withdraw the money- some server problem the said had to do it via chatsupport, okay done now they said 24 hours process then they will send the money it has been 5 days still the money has not been processed and I get the same answer It has to go thorugh the Finance Team im sick of this bullshit they even said my bank has to accepted the withdraw. The worst thing I had really fun at this site but now im staying away from these . Always the same dance when people win money they suck all the fun from gambling. Stay away!!!

I am writing regarding the Christmas Giveway Promo held on Boyles casino website. The original Terms and Conditions stated wager up to £1000 to receive the required cash bonus. So According to these initial T&Cs , I wagered over £700 on slots to receive the requisite cash bonus. Wagering took place on Dec. 26, 2015. In the process I have lost £85. Subsequent to this , I have received a message saying they had altered the T&C.. They sent a message "Christmas Giveway Announcement' to my inbox at your site dated 29 December 2015 , informing that the original T&Cs contained an error and that instead of £1000 wagering it should have read £10,000 (ten times more). They also stated that "This error was rectified as soon as we became aware on the 27.12.15 @ 11am." By doing this they have effectively changed the T&Cs retroactively. With that, as per the same message, they are attempting to justify this change by relying on the following provision of your General T&Cs: "Boylecasino may cancel, terminate, modify or suspend any promotion or their Terms & Conditions at any point, without prior notice and for any reason. Such amendments will become effective immediately upon being posted in the relevant Terms & Conditions sections of the Boylecasino website." Because my wagering took place before 11 am on 27.12.15 (the time they claim to have posted the changes) I firmly believe that the original T&Cs should apply to me and that I am now due the requisite cash reward from them as I was obeying the terms and conditions at the time.

Hi Ask gamblers, This email i sent to boyles explains it all. Thanks Good Morning, This email, whilst no doubt being an issue that is ongoing since this offer ended, is still important to your customers. We received emails of the wager £1000 for £100 offer, advertised as the 'Christmas giveaway'. Great, I thought, seems like a reasonable offer being christmas, they ways it was worded it sounded like a good offer to go for. I played this offer on the 26th of december where i wagered £1110, as confirmer on LC by 'VIP Charm'. 'VIP Charm' Also confirmed that my 'opt in' was successful for the 'promotion of stake £1000 and the cashback for £100' - that there is a direct quote. the offer ended on the 28/12/15 with cashback due on the 29/12/15. So I had no reason to check my Boyles account before that as on the 26/12/15 I wagered £1110, meaning I was looking forward to receiving my £100 cashback. On the 29/12/15 I logged into my account to find an email, dated the 29/12/15, suggesting a terms and conditions change on the 27/12/15 at 11am. Knowing I played on the 26th I expected my account to qualify for the old terms and conditions. After all I Never 'opted in' to a wager £10,000 for £100 cashback. That in itself is such a ridiculous offer that not many people would even try to attempt. However, here is now the problem. For some reason you are refusing to pay me what i rightfully earnt in the offer of wager £1000 for £100. The first line of customers services are, while polite enough, no able to provide any details or information, simply that the 'casino management' have made a decision and I will not receive my cashback. So upon trying to contact them it would appear that they are refusing to speak to me about anything. I am going to quote the email sent in my inbox, (which has now been deleted by boyles); 'Hi George While you received a GBP10.00 bonus in our Xmas Giveaway, there was a discrepancy in our Xmas Giveaway terms and conditions which saw the incorrect staking threshold posted in the original terms and conditions. The original thresholds stated to stake between 100 - 499, 500 - 999 and 1000+ when in fact they should have stated 1,000 - 4,999, 5,000 9,999 and 10,000+. This error was rectified as soon as we became aware on the 27.12.15 @11am. Please note we are acting in accordance with our general terms and conditions which state; Boylecasino may cancel, terminate, modify or suspend any promotion or their Terms and Conditions at any point, without prior notice and for any reason. Such amendments will become effective immediately upon being posted in the relevant Terms and Conditions sections of the Boylecasino website. We sincerely apologise for this mistake. BoyleSports Casino Team' The above message was received on the 29th of december. Backdating terms for the 27.12.15, (after all the you only became aware on the 27.12.15 @11am), so how I ask can anyone who completed this offer on the 26/12/15 be subject to the new terms and conditions, which are essentially a new offer?! Boylecasino has handled this issue poorly and and this present time, acting fraudulently. I believe I am entitled to the full £100 and will not stop in my efforts to receive this. It is not acceptable to operate with terms and conditions that go against your own terms and conditions. At no point was I informed of this terms and conditions change during the promotion. Under your licence, under condtion 7.1.1B Compliance with consumer rights, term 3 states: 'Customers must be notified of material changes to terms before they come into effect.' That did not happen. It has also come to light, through you own customer service reps and on social media, that some people who wagered the £1000 actually did received their full £100 cash back. This is appalling, you have set a standard now, anyone who played before 11am on the 27th of december 2015 is entitled to this cash back. And I am one of them. I currently am not receiving any replies from boylecare/boyles customer service. This issue is being ignored and it simply cannot be. Hiding behind the terms and conditions is not only cowardly and wrong, but ridiculous as the terms being quoted are terms that are against your own terms and conditions and against your own Gambling licence. The email above describes my complaint, im tired with it so apologies, spoke to a supervisor today who stated they will work with third partied to resolve this issue, claiming management will not speak to customers. I have attached photos of the origional terms, the message I received on the 29th and the conversation i had with VIP customer service mentioned that i had wagered enough and opted into the stake £1000 for £100 cash. hope you can help :) Thanks again George

I, the Claimant, opted in and participated in Christmas Giveaway promotion announced on 26/12/2015 by BoyleSports at its website (the “Promotion”). Claimant staked over £1,000 on slots before 11 am on 27/12/2015 to win £100 as per the terms and conditions of the promotion, losing £100 in the process. On 29/12/2015, the day following the end of Promotion, the Claimant discovered a message of the same date from the Respondent in his inbox at the Respondent’s site (the “Error Message”), admitting that the original terms (the “Original Terms”) had contained an error and that respective wagering requirement have been changed, effective 11 am 27/12/2015. Under the revised terms (the “Revised Terms”), staking requirements have been increased tenfold, meaning that in order to receive £100 cash reward customers should have staked over £10,000. The Claimant E-mailed the Respondent on 29/12/2015 disagreeing with retroactive application of the revised terms to him, based on the fact that he staked over £1,000 long before the Revised Terms took effect, and that therefore, the Claimant was due £100 cash reward as per the Original Terms. As of 13/01/2016, despite several requests from the Claimant, the Respondent failed to make the cash reward of either £100 as per the Original Terms or even £10 as per the Revised Terms. This is despite claims of other gamblers on social media that they have been compensated full £100 as per the Original Terms. On 31/12/15 the Respondent’s representative apologized and promised to remedy the situation but shortly after this position was reversed. No adequate explanation or reasoning was provided in response to the Claimant’s complaints made via E-mail and the Live Chat facility of the Respondent’s website. Immediately after the complaints, the Claimant received multiple requests from the compliance department of the Respondent for various documents with warning of account suspension, all betting history of the Claimant disappeared from the History tab at the Respondent’s website and the Error Message was deleted from the Claimant’s inbox without his prior knowledge or consent. The Claimant considers that the conduct of the Respondent constitutes breach of contract, is unfair, unreasonable and illegal, and hereby requests compensation in the amount of £100.

I took part in the Xmas Giveaway Promotion at BoyleCasino, the terms stated play through £1k on slots for a £100 cash bonus. I wagered through £1k on 26/12/15. I heard nothing from Boylecasino but logged in online on the 30/12/15 and had a message in my BoyleCasino inbox dated 29/12/2015 stating they had updated the T&C's for this offer on 27/12/2015 to "wager £10k for a £100 cash bonus". As they changed their terms and have applied them retrospectively and now consider the matter closed I feel strongly that I should have been paid what I am owed from the original terms of the promotion which were active when I took part. I have also seen people mention on the BoyleCare Twitter feed that they took part in the promotion before the t&cs were changed and wagered £1k and have since been paid the correct amount of £100 cash bonus. This is hardly treating all customers fairly. In the general T&Cs on the BoyleCasino site it states that "Customers must be notified of material changes to terms before they come into effect" but the only communication I received was the message on the 29/12/15 for a change made 2 days earlier. I have to date received a £10 cash bonus as per their 'revised' T&Cs for the promotion but strongly believe that they should pay me the other £90 as promised by their original terms. Thanks, Andrew Farrar (Screenshot of 'opt in message' and message from BoyleCasino are attached)