What everyone needs when dealing with an advisor is efficiency, clarity and the capacity to solve an problem/issue which may have arisen. Not only did I receive that today, I also dealt with an adv... Voir plus
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Lisez les avis des autres
With the unreliability of the post these days, I was worried that I would miss out on a really good offer I had from The Pools, so I gave them a call on a free number provided and spoke to a very help... Voir plus
L'entreprise a répondu
The company has apparently voided the game for 16-18 Sept and then transposed the results for the 19th - 20th Sept onto the 16-18th Sept so the results page makes no sense. There is no reference to th... Voir plus
L'entreprise a répondu
I had a quiry, for a little i received, very informative, polite, pleasant manor,quiry sorted out very quickly, great,customer service.thanks
À propos de l'entreprise
Écrit par l'entreprise
Since 1923, The Football Pools has been thrilling players with the chance to win life-changing prizes. As the original home of football betting and one of the UK’s longest-running games, we’ve paid out billions in winnings to millions of players. Now known simply as The Pools, we combine decades of trusted heritage with exciting modern games, there’s something for everyone, every day of the week. Join thousands of players who love our mix of skill, tradition and unbeatable value. Whether you’re playing for the nostalgia or the next big win, you’ll always find fair safe play, great offers and reliable service with The Pools.
Coordonnées de contact
Royaume-Uni
- Support@thepools.com
- www.thepools.com
Information importante
4,3
Excellent
1 k avis
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A répondu à 100 % de ses avis négatifs
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Assistance - Karen was very helpful and polite and…
Karen was very helpful and polite and explained everything clearly to me.
17 septembre 2026
Avis spontané
Réponse de The Pools
We're pleased to hear that Karen was able to assist you and provide clear explanations throughout your interaction. Delivering helpful, friendly, and easy-to-understand support is something we strive for, so it's great to know Karen made such a positive impression.
We'll be sure to pass your kind feedback on to Karen. Thank you again for taking the time to share your experience.
operatives are always helpful
operatives are always helpful . Sometimes a long wait to be connected.
17 septembre 2026
Avis spontané
Réponse de The Pools
We're pleased to hear that you find our Customer Service team helpful whenever you get in touch. Providing friendly and effective support is very important to us, so it's great to know our operatives are delivering a positive experience.
I'm sorry if you had to wait to speak to us, if you speak to our Player Support Team about our automated payment service's that will help you going forward.
Telephone conversation with the pools.
I made a phone call to add my free pools entry for this weekend.
The lady who assisted today,Rita, was most helpfull and met my needs, she was very friendly and profesional first class service from the pools.
Thank you.
17 septembre 2026
Avis spontané
Réponse de The Pools
We're delighted to hear that Rita was able to assist you with your Free Pools entry and provide such a positive experience. Her friendly, professional approach and commitment to helping our players are qualities we're very proud of, so it's wonderful to know she met your needs and delivered the first-class service you described.
We'll be sure to share your kind comments with Rita. Thank you for taking the time to recognise her efforts, and we hope you enjoy your Free Pools entry this weekend!
Ring every Thursday
Ring every Thursday all the customer service are always happy to help cheerful
And good service
I spoke to Colette today so happy to talk to 5***** service
17 septembre 2026
Avis spontané
Réponse de The Pools
We're delighted to hear that you consistently receive cheerful and helpful service from our Customer Service team each week. It's especially wonderful to know that Colette made your latest experience such a positive one and provided the 5-star service you deserve.
We'll be sure to pass your kind comments on to Colette. Thank you for your continued support, and we look forward to speaking with you again soon.
She was most helpful and a credit to the company!
With the unreliability of the post these days, I was worried that I would miss out on a really good offer I had from The Pools, so I gave them a call on a free number provided and spoke to a very helpful lady, Colette, who soon put me at ease sorted me out. She was lovely and listened to, what I thought was a problem. She was most helpful and a credit to the company!
17 septembre 2026
Avis spontané
Réponse de The Pools
We're delighted to hear that Colette was able to put your mind at ease and help with your query. We understand how important it is not to miss out on a great offer, and it's fantastic to know that Colette took the time to listen, understand your concerns, and get everything sorted for you.
Your kind words about her being helpful, lovely, and a credit to the company mean a great deal, and we'll be sure to pass your feedback on to her.
Thank you for taking the time to share your experience and for being a valued player.
Réponse de The Pools
We're delighted to hear that Alex provided such a positive experience. It's great to know that his knowledge and expertise helped make things easy for you and that you felt well supported throughout.
We'll be sure to pass your kind feedback on to Alex, who will be pleased to know his efforts have been recognised.
Thank you for taking the time to share your experience and for your valued support.
Réponse de The Pools
I'm sorry if you waited to speak to a colleague over the phone, you can request a call back if needed. Its great to hear that you had an excellent experience with Karen, thanks for your feedback ill ensure your comments are shared.
Very helpful and friendly. The player agents are always very…
The player agents are always very polite, friendly and helpful. I've never had any issues with them.
16 septembre 2026
Avis spontané
Réponse de The Pools
We're delighted to hear that you've consistently found our Player Support agents to be polite, friendly, and helpful. Providing excellent service and support is always our goal, so it's fantastic to know we've been able to meet your expectations every time you've reached out. I know you spoke to Karen during your latest interaction so I'll ensure I pass on your comments.
Playing the Football Pools
I dealt with a lady called Karen who was very pleasant and patient with good knowledge and customer service/care in how she explained everything to me!
16 septembre 2026
Avis spontané
Réponse de The Pools
We're delighted to hear about your positive experience with Karen. It's wonderful to know that she was pleasant, patient, and able to explain everything clearly while providing the high level of customer care and support we strive for.
We'll be sure to pass your kind feedback on to Karen, who I'm sure will be thrilled to hear that her knowledge and dedication made such a positive impression.
Thank you again for your support, and we look forward to assisting you in the future.
Réponse de The Pools
Thank you so much for your 5-star review! We're delighted to hear you found our renewable service to be great and that Lois was able to support you.
We really appreciate you taking the time to share your feedback.
How do I play.…
Wanted to play the pools but can't find how to play, website just kept taking me back to the same page. Haven't used this yet but almost every review I have read is about problems with withdrawals so I'm looking for alternatives.
12 septembre 2026
Avis spontané
Réponse de The Pools
Thank you for taking the time to leave a review. We're sorry to hear that you experienced difficulties when trying to register and play The Pools, and we apologise for any frustration this may have caused.
To register and start playing, please use the sign-in and registration options located on the right-hand side of our website. Once registered, you can choose to play any of our Jackpot games either through a subscription or by selecting a pay-to-play option.
I also note your comments regarding withdrawal concerns mentioned in other reviews. Historically, some withdrawal issues were experienced by players using our former Sports and Casino products, often relating to payments being returned to old or expired payment cards.
However, we no longer offer Sports and Casino products and now focus exclusively on our Jackpot games: Classic Pools, Goal Rush and Lucky Clover. These games do not require customers to make withdrawal requests, as any winnings are paid directly back to the payment method used to enter.
I've also reached out for your contact details if you would like any further support registering and playing with The Pools as I'll be happy to support.
Impossible to get on site
Impossible to get on site, even when you are lucky enough to get on, it still finds problems for you
12 septembre 2026
Avis spontané
Réponse de The Pools
Thank you for your review. We're sorry to hear that you've experienced issues logging in to your account and apologise for any frustration this has caused.
We'd like to investigate this further and help get the issue resolved as quickly as possible. We have reached out to you directly for some additional information so that we can look into what may be causing the problem.
Well I'm having trouble every week…
Well I'm having trouble every week trying yo get to log in
11 septembre 2026
Avis spontané
Réponse de The Pools
Hi Colin, I'm sorry you have had an issue logging on to your account. I have attempted to give you a call to understand what has happened and assist you. I'll keep on trying and work to resolve this with you. Thanks David
Joined to bet on horses and football…
Joined to bet on horses and football but they closed that service a few months ago so I don't use them any more as it's basically a lotto type site now. However, it has been impossible to close my account and the communication has been non existant. Am now being threatened with having to pay a five pound monthly fee because my account is dormant. You couldn't make this up!
20 août 2026
Avis spontané
Réponse de The Pools
Thank you for taking the time to leave a review. We're sorry to hear about your experience and understand your frustration.
We appreciate that the changes to our product offering. I would like to apologise for any delays on respond to your contact.
To clarify, the dormancy email was sent to notify affected players of the removal of our Sports and Casino products and to encourage the withdrawal of any remaining account balance. There is no monthly dormancy fee simply for holding an account.
We apologise for any confusion or inconvenience this may have caused. We'd like the opportunity to resolve this for you, so we have reached out directly to request your details and assist further.
The website and app almost unusable
The website and app almost unusable - felt like using the Internet in the 90s! Gave up.
20 août 2026
Avis spontané
Réponse de The Pools
We're sorry to hear that your experience with us did not meet your expectations.
To clarify, we do not currently have a dedicated mobile app. However, our website is fully accessible through the browser on your phone, tablet, or laptop, allowing you to access your account and use our services across a range of devices.
We're continually working to improve and evolve our platform, and we hope to introduce a dedicated app in the future to further enhance the player experience and make accessing our services even more convenient.
We genuinely value customer feedback and are keen to understand what specifically led to your dissatisfaction. We've reached out to you directly for more information, as we'd appreciate the opportunity to learn more about your experience and identify where we can improve.
Thank you for taking the time to share your feedback, and we hope to hear from you soon.
I had a question about my account and…
I had a question about my account and it was quickly answered and with reassurance by the player support agent called Denis.
Great service.
20 août 2026
Avis spontané
Réponse de The Pools
Thank you for taking the time to leave us a review.
We're delighted to hear that Denis was able to answer your question quickly and provide the reassurance you needed. Delivering helpful, efficient support is always our goal, so it's great to know that your experience reflected this.
We'll be sure to pass your kind comments on to Denis and the wider Player Support team.
Thank you for your support, and we wish you all the best. 😊
As bad as a scam
Opened an account with them last year and havent used it for a while. Received an email yesterday regarding the dormant account fees (which is a very scummy practice!). I have tried contacting them via the live chat and email but all I have had is an initial automated response. No human contact whatsoever. I have 8p in my account that I need to withdraw, which I can't seem to do, otherwise I will apparently be charged. Avoid this site at all costs people!
*edit*
2 days after sending 2 separate emails and starting the live chat process, nobody has got back to me. Does anybody even work in your customer service department?!
19 août 2026
Avis spontané
Réponse de The Pools
We're sorry to hear that you have been left with this impression and that you have not yet received the response you were expecting from our support team.
We'd like to clarify that there is no monthly fee for simply having an account open or inactive. The email you received relates to our dormancy process for accounts that remain inactive while still holding a balance. Before any dormancy process is applied, we contact customers and encourage them to withdraw their remaining funds, and multiple notifications are sent beforehand for this purpose.
In your case, we understand that your account holds a balance of 8p. The intention of the email was to encourage you to withdraw any remaining funds rather than leave a balance on an inactive account. We appreciate that the wording may have caused concern, and we apologise for any misunderstanding.
We're also sorry that your contact with our support channels has so far only resulted in automated acknowledgements. These responses are used to confirm that your request has been received and passed to the relevant team for review. Your query will be responded to as soon as possible.
Thank you for taking the time to share your feedback, and we apologise again for the frustration this situation has caused.
Whats with that scam charging 5 pounds…
Whats with that scam charging 5 pounds a month for dormant accounts?
Withdrew my money and want that closed asap, not using this again
20 août 2026
Avis spontané
Réponse de The Pools
We're sorry to hear that our dormancy notification has caused concern. To clarify, there is no monthly fee for simply having an account open or leaving it inactive.
The email you received relates to our dormancy process for accounts that have remained inactive while still holding a balance. Before any dormancy process is applied, we contact customers and encourage them to withdraw any remaining funds. In fact, multiple notifications are sent to give customers the opportunity to access and withdraw their balance beforehand.
We appreciate that the wording of the email may have led to the impression that a £5 monthly charge would be applied simply for having a dormant account, and we apologise for any misunderstanding this may have caused.
If you have already withdrawn your funds and requested account closure, our support team will review your request and respond as soon as possible. We appreciate your feedback and are sorry that this experience has left you with a negative impression of our service.
They want to charge £5 every 30 days for a dormant account but wont respond to my request to close!!
Opened an account years ago, barely used it and forgot it existed. Fast forward to today I get an email from them stating that they are going to start charging me £5 every 30 days for having a dormant account!!
Absolute SCAM
I have contacted their support via email and live chat to say I want my account to be closed immediately so that I am not charged. Both email & live chat just give an auto response that this is being passed to the customer service team, then nothing - no response no matter how many messages I send. So I am left no choice but to leave a 1 star review here and then maybe they will respond to me.
19 août 2026
Avis spontané
Réponse de The Pools
Thank you for your review. We're sorry for any misunderstanding caused by our dormancy email and for the frustration you've experienced while trying to contact us.
To clarify, the purpose of the email was to encourage customers with inactive accounts to withdraw any remaining balance. Prior to sending this notification, we had already sent two separate emails advising customers to withdraw any available funds from their accounts.
We would also like to reassure you that there is no monthly fee for simply keeping an account open or leaving it dormant. However, where an account remains inactive and still holds a balance, that balance may be subject to the dormancy process in accordance with our terms and conditions. The email was intended as a reminder to give customers the opportunity to withdraw their funds before any such process takes place.
We're sorry that you feel your requests to close the account have not been responded to quickly enough. This is certainly not the experience we want to provide. Our support team handles closure requests in the order they are received, and if your request is currently under review, they will respond as soon as possible.
We appreciate you bringing this to our attention and apologise again for any confusion caused by the wording of the email.
After reviewing my review.
After reviewing my review.
Im keeping my account open because im in it to win big and with the pools we can.
Change my numbers with hope in my heart for the big one. And the fact it keeps jobs. So why not give it a go.
18 août 2026
Avis spontané
Réponse de The Pools
Thank you for taking the time to speak to us about your experience.
We're delighted to hear that you're staying optimistic and enjoying the opportunities The Pools offer. We love your positive outlook, and we hope your next number change brings you even closer to that big win!
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