After several contacts using livechat and e-mails my account was permanently closed with no aparent reason. I deposited 100£ and received a 100£ free balance. After my first bet I noticed that the ammount deposited(in my account) changed from 100£ to 100€. I confirmed with my bank account and they really took only 100€, so I didn't bother. After losing the 100€ I deposited, limits to my bets started to increase and I only used 10€ of the free balance. Here is the last email I sent them:
Good evening,
My account is closed for unknown reasons. In the Live chat I was told you weren't accepting new customers from Portugal. I understand whatever your reasons are, but I've never been incorrect with you, I trusted in your site enough to deposit a considerable amount of funds into your system, and now you close my account, without even letting me bet the free balance you promised and I earned upon registration. I would be glad to have somekind of justification for what happened because after losing my initial deposit you started lifting a wall of restriction at my account, like, for example, only letting me bet 1 € in every match I select(over the phone). This is a behaviour I wasn't expecting from such a prestigious gambling place as yours. Hope you solve this issues, otherwise you'll lose many customers for sure(not only portuguese ones).
Greetings
And here is their response:
Dear Mr. Vitorio,
Many thanks for contacting Boylesports. Further to your query, I can appreciate your frustration in relation to the closing of your account however I can only advise that the account has been closed as a result of a decision reached by our management. This decision is final.
I would like to take this opportunity to wish you all the best in the future.
Kind Regards
They never gave a reason why my account is closed they just told me it was due to management decision. Be very carefull with this Sportsbook, they aren't trustworthy as their bonus's purpose is only to lure you to deposit money into their site. I contacted them several times trough telephone to use my free balance and the limits were ridiculous, for example, I could only bet 1€ in a 1X2 soccer match from the Champions League.
The Livechat sessions were also fun as you can check below:
1st Chat Session
Hello, Welcome to Boylesports live help. How may I assist you? [10:14:12 PM]
Fábio Vitório: Good evening, [10:14:24 PM]
Joyce: Hello, how may I help? [10:14:41 PM]
Joyce: house [10:14:44 PM]
Fábio Vitório: I placed my first bet with a 100 £ to receive a 100£ bonus freebet. Where can I see it? [10:15:10 PM]
Joyce: I will check this for you, just one moment please. [10:15:38 PM]
Fábio Vitório: Sure, thank you. [10:18:30 PM]
Joyce: As you placed your first bet today, a free bet will be credited to your a/c after midnight. Please note free bets are credited to a/c's on a next day basis. I will email you with further details of this offer. [10:19:06 PM]
Fábio Vitório: I'm sorry, what do you mean by a/c? [10:20:50 PM]
Joyce: Your free bet will be credited to your free bet balance in your Boylesports a/c. [10:21:42 PM]
Fábio Vitório: Does a/c mean account? [10:24:25 PM]
Joyce: Your account. [10:24:39 PM]
Fábio Vitório: Ah ok, thank you! [10:25:59 PM]
Fábio Vitório: Goodbye. [10:26:08 PM]
'Fábio Vitório' disconnected ('Concluded by End-user'). [10:26:13 PM]
2nd Chat Session:
Hello, Welcome to Boylesports live help. How may I assist you? [01:44:03 PM]
Fábio Vitório: Hello Linda. [01:44:45 PM]
Fábio Vitório: I received a freebet worth 100 £! [01:45:02 PM]
Fábio Vitório: Do I have to use it all on a single bet or can I use that balance in several bets? [01:45:41 PM]
Linda: You can use it as you wish online [01:45:58 PM]
Fábio Vitório: Can I use it all on a single bet? [01:46:25 PM]
Linda: Yes of course [01:46:36 PM]
Fábio Vitório: Excuse me, but then I must be with some kind of problem cause I'm receiving an error message! [01:47:33 PM]
Linda: What is the error? [01:47:53 PM]
Fábio Vitório: Bet rejected
* Our automatic risk controls have rejected your bet. Please place your bet via our call centre by calling 1800 44 00 00 UK 0800 44 00 00 (Overseas +353 42 939 3002)
* Sorry, your bet couldn't be accepted. Please call Customer Services 1800 829 729 (Overseas +353 42 939 3168) [01:47:57 PM]
Fábio Vitório: What's the maximum amount I can bet? [01:48:16 PM]
Fábio Vitório: I've heard of this before, trough some friends that had the same problem but never with the freebet. [01:49:11 PM]
Linda: Ok that appears to be due to our automatic risk controls. If you continue to get this message you will need to contact our Fon-a-Bet department on +353429393002 and our agents can place the bet for you. [01:50:18 PM]
Fábio Vitório: Please just answer me this question, How much can I bet in a single bet? [01:51:29 PM]
Linda: I cannot give you an answer to that question [01:51:41 PM]
Linda: We reserve the right to refuse all or part of any bet offered [01:51:50 PM]
Fábio Vitório: Yes, I know that but can I only bet 50 £ without losing the other 50 £? [01:52:30 PM]
Fábio Vitório: Or the freebet must be used all at once in a single bet? [01:52:48 PM]
Linda: Our traders make the decision on limits. [01:53:38 PM]
Fábio Vitório: I understand that but concerning the freebet balance, does it has to be used all at once or is it the same as using normal funds? [01:54:30 PM]
Linda: The free bet balance can be used as you wish however we do reserve the right to refuse all or part of any bet offered. [01:58:43 PM]
Fábio Vitório: ah ok. I understand, I have read the Terms & Conditions upon registration. [02:00:19 PM]
Fábio Vitório: I know that calling that number won't do anything besides increasing my telephone bill, because I have several friends that have tryed that only to see their bets refused. [02:01:17 PM]
Fábio Vitório: That's really sad, but I can't say I wasn't warned. [02:01:45 PM]
Fábio Vitório: Thanks anyway. [02:01:54 PM]
Linda: Unfortunately I cannot comment on other accounts. I can only apologise for any inconvenience caused [02:01:55 PM]
Fábio Vitório: Excuse me but I'm not able to place a bet of any value. [02:03:48 PM]
Linda: You really will need to contact our Fon-a-Bet department. [02:04:12 PM]
Fábio Vitório: I tought that I could place at least 25 GBPs in a bet! [02:04:19 PM]
Fábio Vitório: They will tell me the same as you're telling me now! [02:04:35 PM]
Linda: There is little more I can say unfortunately [02:05:19 PM]
Fábio Vitório: So I need to call Fon-a-Bet [02:06:07 PM]
Linda: Yes [02:06:15 PM]
Fábio Vitório: what's the number? [02:06:15 PM]
Linda: +353429393002 [02:06:22 PM]
Fábio Vitório: ok. [02:08:28 PM]
Fábio Vitório: I can't even place a 10 £ bet! [02:12:46 PM]
Fábio Vitório: This is really ridiculous! [02:12:58 PM]
Fábio Vitório: What's the freebet for? [02:13:13 PM]
'Fábio Vitório' disconnected ('Concluded by Agent'). [02:19:31 PM]
3rd Chat Session
Hello, Welcome to Boylesports live help. How may I assist you? [10:56:10 PM]
Fábio Vitório: Good evening, Joyce! My actual free balance is 90 pounds is there a game I can bet with those without having to call your FON-A-BET number? [10:57:16 PM]
Joyce: It would depend on the risk controls , if you are unable to place your bet online you will need to contact our call centre. [10:59:30 PM]
Fábio Vitório: Today I could have lost my entire free balance if it wasn't for your restrictions. I am very gratefull but I would prefer to have freedom with my free balance as I did with my first bet. [10:59:35 PM]
Fábio Vitório: I dont really care about my free balance at all, and I was willing to deposit more money into my account if you hadn't these kind of issues. [11:01:08 PM]
Fábio Vitório: That's really sad for your businesses if everyone knows about how this system works. [11:01:44 PM]
Fábio Vitório: You promise a great bónus and then you lift a wall of restrictions on how to use them. [11:02:14 PM]
Fábio Vitório: That's why my friends will no longer bet as they did in the past. [11:03:01 PM]
Fábio Vitório: You should expect a lot less registrations and consequent bets from Portugal from now on. [11:03:29 PM]
Joyce: Risk controls are put in place by our Trading department and are based on trading decisons. If you are unable to place a bet online I can only suggest you contact our call centre and one of our agents will gladly assist your by contacting our trading department with your request. [11:04:13 PM]
Fábio Vitório: Yes, I understand. Too bad I'm gonna have to call you 9 times (at least) to lose all my current free balance. [11:05:15 PM]
Fábio Vitório: Is there any e-mail that I can use to perform a more formal complaint about this issue? [11:05:51 PM]
Joyce: If you wish to email
care@boylesports.com and your mail will be forwarded to the relevant department. [11:07:02 PM]
Fábio Vitório: I don't mean to be rude, but this is not being a nice experience for me. [11:07:15 PM]
Fábio Vitório: thank you. [11:07:28 PM]
Fábio Vitório: goodbye. [11:09:05 PM]
Joyce: Goodnight, if you have any further queries please do not hesitate to contact us. [11:09:56 PM]
'Fábio Vitório' disconnected ('Concluded by Agent'). [11:20:49 PM]
I'm sorry for the long post.