It took a bit of working out at first how to get the 25p out of my account to prevent being charged, as outlined in the message I received. Why it could not be paid back automatically instead of havin... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Had a great experience with The Pools. I qualified for their Bet £10 Get £20 offer and everything worked as expected. I initially couldn’t find the free bets, but support responded quickly and cl... See more
Company replied
The chat line was helpful but your system of advising people of a win needs some improvement, I think. The email does not say how much - perhaps understandable, for security reasons - but your websit... See more
Company replied
Costumer service answering quick. Withdrawals are random. When I opened my account it was almost instant. Then I had to wait hour or 2. But when I messaged live chat it was pretty much done then.... See more
Company replied
Company details
Written by the company
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.
Contact info
United Kingdom
- Support@thepools.com
- www.thepools.com
You should know
4.2
Great
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from 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.
September 12, 2026
Unprompted review
Reply from 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
September 12, 2026
Unprompted review
Reply from 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
September 11, 2026
Unprompted review
Reply from 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!
August 20, 2026
Unprompted review
Reply from 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.
August 20, 2026
Unprompted review
Reply from 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.
August 20, 2026
Unprompted review
Reply from 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?!
August 19, 2026
Unprompted review
Reply from 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
August 20, 2026
Unprompted review
Reply from 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.
August 19, 2026
Unprompted review
Reply from 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.
August 18, 2026
Unprompted review
Reply from 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!
0 stars
if i could rated 0 i would definitely do it very rubish site dont use it its a joke
August 2, 2026
Unprompted review
Reply from The Pools
We're sorry to hear about your experience. We'd like to understand more about what happened and see if there's anything we can do to help. We've sent you an email requesting some additional information and look forward to hearing from you.
Won't let you withdraw funds shocking…
Won't let you withdraw funds shocking site and poor customer service avoid at all costs !!
August 4, 2026
Unprompted review
Reply from The Pools
We're very sorry to hear about your experience and understand how frustrating it must be if you've been unable to withdraw your funds and haven't received the level of service you expected.
We take feedback like this seriously and would like to investigate what may have caused the delay. We've requested some additional information from you so that we can review your account and better understand what happened.
Once we receive the details, we'll work to identify the cause of the issue and provide further assistance as quickly as possible.
Thank you for bringing this to our attention, and we apologise again for the inconvenience caused.
Karen sorted out the problem today
Karen sorted out the problem today - the 2nd time I have dealt with Karen who is a credit to the Company
August 3, 2026
Unprompted review
Reply from The Pools
Thank you for your 5-star review! ⭐
We're delighted to hear that Karen was able to resolve the issue for you. It's especially wonderful to know that this is the second time you've worked with her and that she continues to make such a positive impression.
We'll be sure to pass on your kind words to Karen. Thank you for taking the time to share your experience, and for recognising the great service she provides.
Still love playing the pools
Still love playing the pools, have done since 1980
July 29, 2026
Unprompted review
Reply from The Pools
Thank you for your fantastic 5-star review! ⭐
It's wonderful to hear that you're still enjoying playing the Pools and have been with us since 1980. Loyal players like you are a huge part of what makes the Pools so special, and we're delighted to have been part of your routine for so many years.
We truly appreciate your continued support and wish you the very best of luck in the draws ahead!
Denis helpful and sorted my withdrawal
Denis helpful and sorted my withdrawal
July 25, 2026
Unprompted review
Reply from The Pools
Thank you for your 5-star review! We're delighted to hear that Denis was able to help and get your withdrawal sorted quickly. We'll be sure to pass on your kind words to him.
We appreciate your feedback and thank you for choosing us. If you ever need any further assistance, our team is always here to help.
Reply from The Pools
We're pleased to hear that you had a great experience with our team and found our agents knowledgeable, friendly, and quick to respond. Providing expert support and timely assistance is something we always strive for, so it's wonderful to know we met your expectations.
great service
July 20, 2026
Unprompted review
Reply from The Pools
Hi Stephen,
Thank you for taking the time to leave us a 5-star review! We're delighted to hear that you had a great experience with our service.
We really appreciate your support and look forward to assisting you again in the future.
Bereavement
My issue was dealt with by Denis in an efficient and sympathetic manner.
July 14, 2026
Unprompted review
Reply from The Pools
Thank you for taking the time to leave us a 5-star review.
We're very sorry for your loss, and we're pleased to hear that Denis was able to assist you in an efficient and compassionate manner during such a difficult time. We know how important it is to handle bereavement matters with care and understanding, and your kind feedback will mean a great deal to him.
Thank you again for your review and for allowing us to support you when you needed it most.
It's great experience and had a good…
It's great experience and had a good response on my question. If the can do some reviews on when the panel so by colour you tell if it's a draw or not. Thanks
July 11, 2026
Unprompted review
Reply from The Pools
We're delighted to hear you've had a great experience and that our team was able to help with your question.
We also appreciate your suggestion about making the game panel clearer by using colours to indicate draws. Feedback like this is really valuable, and we'll be sure to pass it on to our development team for consideration.
Thanks again for your support, and we hope you continue to enjoy your time with us!
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.