Boylesports blocked my account

jacool

A few days after I query why a bet didn't go through, my account is blocked. Here is the live help feed. Has anyone else experienced a block like this? They never explain why it happened today, even though I did ask.

Welcome to Boylesports live help. How can I help you?
Hello, my account is coming up as blocked. Can you tell why? thanks
One moment please and I will check that for you.

Can you please confirm your address, date of birth and your mother’s maiden name?
confirmed

Thank you. Can you please confirm the registered name and address of the card (xxxx) you have in your account, as your bank have it?
confirmed

Thank you, One moment please.
Sorry for the delay, I am just verifying your details for you now. Shouldn't be much longer.
Sorry for the delay, unfortunately your bank are declining the details you have provided me as being the registered details of the card.
What does that mean with regards to the funds in my account?
We will need to verify the details of the card before we can unblock your account. I would advise that you contact your bank and enquire why they are declining the details given. Alternatively we require that you forward a copy of your bank statement, front and back of your card and a copy of your drivers license/passport. You can send this to care@boylesports.com
Thanks for your help zzzzz. I've no idea how this became an issue just now as I have lodged money from this card many times and I've been living here for 20 months. I hope it has nothing to do with the fact that I recently queried a bet that Boylesports said wasn't actually placed. It seems strange that now my account is being blocked. Can you please answer me one more question please, my original one. What was my account blocked? thanks.
It is your bank that are declining the details and I can assure you that it has no reflection on any bets placed on your account. Your account is blocked because of this reason, we need to verify all cards that are added to accounts as a standard security procedure. Your bank are advising that the details in which they have registered for your card do not match the details you have given me.
OK, but how did this come to light, today? Also, the money in my account isn't actually on my card is it -its with Boylesports? How often are cards verified, and shouldn't this occur before any money transfers are possible?
My colleague tried to call you today in relation to this. For security reasons we need to ensure that all cards registered to an account are in the account holders name. We need you to confirm the registered details of the card, or alternatively provide us with the requested documentation to assist us with our security check.
OK, zzzzz, we can go round in circles here and not really achieve anything. I have asked some simple questions which haven't been answered so I'll have to leave it there. I will contact the bank to see where the issue is there. After that I presume it will be best to close my account because to me this has only come about after my recent query on the bet I placed that was never "registered" on your system, costing me €600. Otherwise this is just some freaky coincidence. I'm also convinced that I answered all the security questions back in September when requested. I won't waste any more of your time now.
I can assure you that this is separate to any previous queries you may have had with your account in the past. It is a standard security procedure, we tried to verify your card on the details you have provided but your bank have declined the details. Unfortunately for security reasons we need to verify your card.
The session has ended!

Fursttimer

I fail to see what problem you have?

They have told you that your card details do not match.

If it's a new account then the new accounts procedure on every site is the same. Boyles & Powers are pretty lenient towards Irish clients with regards to KYC (know your customer) so something is genuinely a miss with your card details.

All sites check new cards registered to make sure they are registered in the same country as you reside and the name matches that on your account. It could be something simple like a tweak in your address. You may have something wrong in that department (the smallest of errors).

It's procedure to block an account until you confirm your identity.

markc1184

I had the same problem. Turned out I used an abbreviation instead of the full word (St. instead of Saint) in my application and that was why it got rejected by the bank and then blocked by BS. Got sorted and not a problem since.

jacool

Fursttimer wrote: »

I fail to see what problem you have?
If it's a new account then the new accounts procedure on every site is the same. Boyles & Powers are pretty lenient towards Irish clients with regards to KYC (know your customer) so something is genuinely a miss with your card details.All sites check new cards registered to make sure they are registered in the same country as you reside and the name matches that on your account. It could be something simple like a tweak in your address. You may have something wrong in that department (the smallest of errors).It's procedure to block an account until you confirm your identity.

Yeah, except the account was opened in September 2010 and there have been no issues since then, and I've been at this address, receiving my CC bills since 2009! Does it take 10 months to catch up, I wonder?

Bluetonic

jacool wrote: »

Thanks for your help zzzzz.

To be honest the agent should have just ended the session here.

Nonoperational

Don't see any issue to be honest. I'd also be very doubtful a bet you placed was "never registered". If the confirmation screen came up then it was registered if it didn't it wasn't. You could have the required stuff scanned and emailed to them in 10 minutes. Probably quicker than the time it took you starting this thread.

jacool

Bluetonic wrote: »

To be honest the agent should have just ended the session here.

The "zzzzz" was me disguising their name !!!! I thought that was proper to do. I did it again later in the transcript!

I suppose I wondered why this now became an issue after 10 months and not before now. I didn't know if the checks are random or time-based and I wanted to know what the trigger was.

shocksy

As stated above mate, you need to contact the bank, they are the ones causing the problems by declaring to Boyles that the information is not correct, not Boyles, with the bank doing that, your account will have raised a flag with Boyles and thus they are following the correct procedures and have locked your account until you prove your identity.

ceadaoin.

The slightest thing can make the bank decline the name and address check. You need to get a copy of your card statement and make sure that the address exactly matches the one on your Boylesports account.

If there is a difference. usually you can just call them with the correct address and they can re-check it with the bank instead of having to send in your ID.

I'd imagine the department that deals with the bank would be separate from the one that deals with queries so they most likely had no idea about your dispute and it's just a coincidence. If you have recently updated your card details with a new card number or expiry date, that would make them check the new details with the bank

jacool

Thanks to everyone for the advice.
I'll call the bank tonight and see what the story is.
I just got suspicious because
a) the card was in existence since 2008, and doesn't even expire this year
b) the BS account was in use since September 2010
c) I've been at the same address since September 2009, getting statements
c) this occurred within days of my query regarding a "missing" bet
Thanks again.

@ gpf101 Ctrl C, Ctrl V takes less than 10 minutes;)

Bluetonic

Don't forget that Boyles don't deal directly with your bank when processing your card, they do so through a third party merchant (i.e. some one like www.realexpayments.com/ie They will have more than one merchant.).

They may have changed merchants recently or the merchant may have changed their process.

jacool

Bluetonic wrote: »

Don't forget that Boyles don't deal directly with your bank when processing your card, they do so through a third party merchant (i.e. some one like www.realexpayments.com/ie They will have more than one merchant.).

They may have changed merchants recently or the merchant may have changed their process.

I didn't know this, so thanks.
I've been struggling with the timing, really, more than anything else.

jacool

This came in an e-mail from Boylesports today.

Further to our live chat earlier Mr. YYYYYY, I can confirm that your card registered to your account ending xxxx has now been verified.

They spelled my surname incorrectly by adding in an extra letter at the end!
And when I say "they" I mean "they" not me !

premierstone

Glad you got this sorted OP, something similar happened me with a poker a/c and it only became an issue when I had a substantial win and went to withdraw the winnings, never any problem lodging or withdrawing smaller amount, I like you was supicious and pis*ed off at the time, but in hindsight it was a good thing, I was able to get it sorted because I was genuine and the funds were mine, so in hindsight this level of security is a good thing for all genuine punters, I certainly wouldnt like my money to be with a company who just accept and give out money without any level of checks.

jacool

Thanks for all the advice/knowledge out there.
Have now closed the account (sadly without a resolution to the "missing" bet).
Never got the logs either but I've moved on to give Ladbrokes a try!