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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Simple and just like the Old Days, picking draws for the weekend could not be easier . Simple and very secure process setting up the account . Really easy process doing thePools . I wanted to j... See more
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After having some major problems with my account which I've documented on here I was contacted by Rita in customer care. Rita was extremely helpful in sorting the problems out and certainly restor... See more
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Company details
- Gambling Service
- Betting Agency
- Casino
- Lottery Vendor
- Online Casino or Bookmaker
- Online Sports Betting Vendor
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
4.3
Excellent
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
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Probably ran by the same lads at London…
Probably ran by the same lads at London bet please avoid they still owe me £10 from 4 months ago which is a shame because I quite enjoyed the game and the honest payouts let down by the customer service or I would still be happy to play on their site real shame
February 4, 2026
Reply from The Pools
We have thoroughly reviewed your gameplay and account activity and can confirm that no errors occurred during play. As a result, there are no outstanding funds owed on your account.
While we're sorry to hear that you were disappointed with our player support service, we must clarify that your claim regarding unpaid winnings is not supported by our review findings.
Please note that our Sports and Casino products will be removed from the site shortly. However, you are welcome to continue enjoying our Jackpot Pools and Classic Pools games, which remain available.
I can't withdraw my money.
I am now updating the below review.
After the hassle I describe below, I can confirm that I have been able to withdraw my funds. This has lead to me increasing my rating from 1 to 3 stars. Things have been resolved, but it could have been so much easier and without need for contact.
The Pools have recently decided to get rid of their sports betting side. I was sent an Email to tell me I need to withdraw existing funds. It won't let me. They were happy to accept my money when depositing for bets. Whatever I try doesn't work, Help is no help. Chat Bot won't answer anything accept questions chosen by them, and the answers given are no use.
They have my money, I can't get it!
June 7, 2026
Unprompted review
Reply from The Pools
We're sorry to hear about the frustration you experienced when trying to withdraw your funds.
After investigating your account, we found that the issue was caused by the payment card registered on your account having expired. Our Player Support team advised you to add a new valid payment method, which enabled the withdrawal request to be processed successfully.
We're pleased to confirm that your withdrawal has now been processed and the funds are on their way to you.
The casino slots pay you zero rtp…
The casino slots pay you zero rtp absolute disgraceful I’d give no stars if I could needs the licence removed absolute thieves every slot is the same
May 25, 2026
Unprompted review
Reply from The Pools
It's important to note that all of our slot games operate using certified Random Number Generators (RNGs) and have a published Return to Player (RTP) percentage set by the game provider. RTP is a long-term theoretical figure calculated over millions of spins, not a guarantee of short-term results. This means that individual gaming sessions can vary significantly, with periods of both wins and losses.
We do not alter or control the RTP of the games available on our platform, and all games are independently tested and regulated to ensure fairness and compliance with licensing requirements.
We understand that losing sessions can be frustrating, and we appreciate your feedback. If you have any specific concerns about a particular game or your account activity, please contact our support team and we'll be happy to investigate further.
thanks to Colette at the pools sorted…
thanks to Colette at the pools sorted balance withdrawal problem for me very helpful
June 4, 2026
Unprompted review
Reply from The Pools
Thank you for your kind review. We're delighted to hear that Colette was able to resolve your balance withdrawal issue quickly and efficiently. We'll be sure to pass on your feedback to her. We appreciate your support and thank you for choosing us.
The Pools advisor Collete was more than…
The Pools advisor Collete was more than helpful,and did everything possible to correct the issues that I had,now everything is resolved
June 3, 2026
Unprompted review
Reply from The Pools
We're delighted to hear that Colete was able to assist you and help resolve the issues you were experiencing. Providing excellent player experience is very important to us, and it's wonderful to know that Colete went above and beyond to ensure everything was sorted for you.
Reply from The Pools
We're pleased to hear that you received a fast response and had a positive experience with our service. We appreciate your feedback and look forward to assisting you again in the future.
Paula was great
Paula was great , understood my needs , and responded very quickly.
Sorry I had to leave , but things are Tuff , Thank you , Malc
June 1, 2026
Unprompted review
Reply from The Pools
Thank you for your 5-star review and for your kind words about Paula. We're delighted to hear that she understood your needs and was able to assist you quickly.
We're sorry to hear that you've had to leave. Should you decide to return in the future, you'll always be welcome. In the meantime, we wish you all the very best and thank you again for taking the time to share your experience.
Sorry it is closing
Sad The Pools are stopping sports betting and had issues trying to withdraw my balance. Customer service person Denis resolved this quickly and efficiently
June 1, 2026
Unprompted review
Reply from The Pools
Thank you for taking the time to leave a review and for your kind words about Denis. We're pleased to hear that he was able to resolve your withdrawal query quickly and efficiently.
We'd also like to clarify that The Pools is not closing. Yes, we are removing sports betting and casino games from our website as we shift our focus toward our Jackpot games. These changes are part of a wider update, and improvements to the player experience are on the way.
In the meantime, you can still enjoy a great selection of games on our site. Classic Pools, Goal Rush, and Lucky Clover remain available, each offering regular prizes and exclusive member perks.
Sorted out a problem for me which had…
Sorted out a problem for me which had been going on for months.
Courteous handling, despite initial hiccups.
All sorted now👍
March 13, 2026
Reply from The Pools
Thank you so much for the wonderful 5‑star review. I’m really glad we were able to get that long‑running issue resolved for you. We appreciate your patience through the initial hiccups, and it’s great to hear you felt well looked after throughout the process.
If you ever need anything else, we’re here and happy to help
My query was dealt with quickly and…
My query was dealt with quickly and professionally by Colette.
May 28, 2026
Unprompted review
Reply from The Pools
Thank you for the lovely 5‑star feedback. I’m delighted to hear your query was handled quickly and professionally — Colette will be thrilled to know her support made a difference.
If you need anything else in the future, we’re always here to help.
Well there just about to take all…
Well there just about to take all sports betting and casino away so the site will shockingly bad lol
May 28, 2026
Unprompted review
Reply from The Pools
I’m really sorry to hear how disappointed you are about Sports and Casino being removed. The positive news is that these updates are part of a wider improvement to the platform, and new, enhanced experiences are on the way. In the meantime, you can still enjoy a range of other games on our website. Classic Pools, Goal Rush, and Lucky Clover are all available and come with regular prizes and member perks.
Thanks for taking the time to share your feedback.
Efficient and friendly service
May 26, 2026
Unprompted review
Reply from The Pools
Thank you for your kind words. We're delighted to hear you found our service both efficient and friendly. It’s exactly the experience we aim to deliver every time. We appreciate you taking the time to share your feedback.
This casino doesn’t pay you out next 3…
This casino doesn’t pay you out next 3 working days
May 25, 2026
Unprompted review
Reply from The Pools
Thanks for sharing your feedback. Regarding withdrawals, we aim to complete all requests within 48 hours and your withdrawal was processed within 5 minutes. Once we’ve processed your withdrawal, the funds will usually appear in your bank within a few hours, although depending on your bank it can take between 2–5 working days.
Just pure greediness.
Just pure greediness.
Wins are extremely rare and no instant withrawal.
May 23, 2026
Unprompted review
Reply from The Pools
Hi there, thanks for sharing your feedback. We’re sorry to hear you feel this way.
When it comes to wins, all of our games operate using a system called RTP (Return to Player). This is a long‑term, statistical measure that shows what percentage of all stakes a game is designed to return over time. It doesn’t guarantee frequent wins for every individual player or every session — results can vary a lot in the short term — but it does ensure the games behave fairly and consistently over the long run.
Regarding withdrawals, we aim to complete all requests within 48 hours. At the moment, we’re actually processing them on average within around 3 hours, and often much sooner. Once we’ve processed your withdrawal, the funds will usually appear in your bank within a few hours, although depending on your bank it can take between 2–5 working days.
If you have a specific withdrawal you’re concerned about, our player support team will be happy to take a look.
ALL FREE GAMES REMOVED - AVOID
ALL FREE GAMES AND ANYTHING FREE HAS BEEN REMOVED! DO NOT GIVE THESE PROFIT HOUNDING DOGS YOUR MONEY… so in response to their improvements, they’re removing both the casino and sportsbook! Time to say goodbye to Pools!!! Email text below….
We wanted to let you know about an upcoming change to our services.
On 15th June 2026, we’ll be removing our Sports Betting and Casino products.
Don't worry, our Jackpot games will remain available on our site as usual.
May 23, 2026
Unprompted review
Reply from The Pools
Thanks for taking the time to share your feedback. We understand it’s frustrating when something you enjoy suddenly isn’t available.
Some of our free‑to‑play games — including Football Squares and Mega Spins — aren’t available at the moment because we’ve taken them down to refresh and improve things behind the scenes. The good news is that this is part of a wider update, and new and improved experiences are on the way soon.
In the meantime, if you still fancy a go, our games like Classic Pools, Goal Rush and Lucky Clover are all up and running, with regular prizes and member perks available.
The website is absolutely terrible for…
The website is absolutely terrible for inplay betting, I sat here for 5 minutes trying to place a inplay bet on football but the over/under market kept disappearing and appearing every 10 seconds, I had to sit there and watch the market like a hawk to finally place the bet, And no it's not a problem on my end. The section of games are also handpicked rubbish.
I also had a phone call when i signed up around a week ago asking me how my experience is and if i need any help, The phone operator said i'll have a welcome free bet on my account within 24 hours, 2 weeks later and i'm still waiting.
Thought i'd give it a try regardless of the negative reviews it already has but imo stay away from the sports betting, Not worth the hassle, I was genuinely getting frustrated trying to place a bet, Out of the dozen or so companies i've used this is at the bottom unfortunately.
I will attempt to withdraw money this evening but i'm expecting issues on par with everything else, If they haven't got the website in a good state then im assuming i'll be waiting a week for a withdrawal after sending a hundred different documents.
May 23, 2026
Unprompted review
Reply from The Pools
What you’ve described isn’t the standard we aim for.
Regarding the in play betting issues, the market behaviour you experienced shouldn’t be happening.
We’re also sorry to hear about the promised welcome free bet not being added to your account. That’s not acceptable, and we’d like to put that right immediately. I’ve requested your details so I can look into this for you.
Your comments about game selection and overall site usability have been passed directly to our product team. Honest feedback like yours helps us prioritise improvements, I’d always suggest clearing any cache and cookies and this can support with any issues.
As for withdrawals, we want to reassure you that most are processed quickly.
We appreciate you giving us a try, and we’re committed to improving the experience so it matches the standard you expect.
Thanks again for your feedback.
Didn't uphold their welcome offer.
I was told about this website and googled their new customer welcome offer. Which was shown on google wager £20 and get 100 spins. I did this, but then got told the offer isn't running anymore. So I wagered £20 and got nothing in return.
Customer service just told me the offer isn't on anymore and there must be a fault in the browsing site, AKA google. Surely this is up to The Pools to have in order.
Never seen such a rip off gambling site. Definitely would not recommend this one to others
May 18, 2026
Unprompted review
Reply from The Pools
I’m really sorry to hear that your welcome offer wasn’t applied to your account — that’s understandably frustrating, and it’s not the experience we want anyone to have.
I tried to give you a call to discuss this directly, but you let us know you weren’t available at the time. If you’re able to get in touch with us, we’ll be more than happy to review the situation for you and see what we can do to support.
Thanks for raising this with us — we’re here to help.
Sharon was a great help
Sharon was a great help, and resolved my issue in no time. Thank you
May 21, 2026
Unprompted review
Reply from The Pools
Thank you for your lovely feedback. We’re so pleased to hear that Sharon was able to help and get everything sorted quickly. She’ll be delighted to see your kind words. We appreciate you taking the time to share your experience.
Reply from The Pools
We sincerely apologise for the inconvenience caused when our website went down. As soon as we were made aware of the issue, it was immediately reported to our IT team, who worked quickly to resolve it. The site was fully back up and running within 30 minutes.
Sharon was very helpful in the online…
Sharon was very helpful in the online chat, excellent service.
May 18, 2026
Unprompted review
Reply from The Pools
We are delighted to hear about your excellent experience with our Player Support colleague Sharon via the online chat service. We appreciate your kind words.
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