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Frequently Asked Questions


General

  • I have just registered an account with thepools.com but it is showing as Account Closed
  • We may need additional documentation to validate your account. Please contact Customer Service

  • What are the key terms of the Welcome Offer free bet?
  • Deposit and place a £20 cash bet at single or accumulated odds of 1/1 or greater and we will give you £15 in free bets. Applies to first cash bet only. Free bets credited as 3 x £5 bets on Football, Horse Racing & Virtual. Cashed out, Void or 'Draw No Bet' wagers do not qualify for this promotion. Free bets are credited upon qualifying first bet settlement. 7-day free bet expiry. Available once per customer

  • Do you give ex gratia free bets /spins upon request?
  • We do not give free bets or spins on request.

    All existing customer accounts are reviewed daily, and you will receive an email, inbox or push notification if your account has been credited with a free bet. To ensure you receive customer offers make sure that we have your contact details.

    We regularly run promotions, including free bets & spins. To see details of our latest offers, please visit the Promotions pages.

  • How do I use my free bet?
  • Once you have registered with thepools.com follow these simple steps to use the free bet:

    1. Log in to your account

    2. Pick your bet selection

    3. Open your bet slip

    4. Select "Free Bet" from the drop-down menu

    5. Select "Bet Now".

  • When will I receive my free spins credit?
  • Free spins are credited to your account by 5pm following the day of qualification (unless stated otherwise in the offer terms and conditions).

    Free spins stay in your account for 7 days.

    If your free spins / bonus has not been credited by midday, or as stated in the terms and conditions, please contact Customer Service.

  • How do I get my free spins?
  • Your free spins will be credited to your account. When you open the selected game, your free spins will be available as free spins or a casino bonus.

  • How do I change my card details?
  • In order to add a new payment method, please select Deposit, New Payment Method and enter the details of your new payment method.

  • How do I make a deposit?
  • To make a deposit log in to your account and follow these simple steps.

    1. Log in to your account

    2. Click on the Green Box “Deposit”

    3. Key in deposit amount

    4. Confirm Card Details

    5. Submit & Finish

  • How can I withdraw my winnings?
  • To withdraw money from your account you will need to have a card registered to that account. If this is the first time of withdrawing, you will first need to make a deposit of £5 to validate your card. When your card is validated, and deposit received; click on “Withdraw” within the blue banner on your account page. Withdrawals will be processed within 2-5 working days from the request.

  • How long does it take for my withdrawals to be processed?
  • Withdrawals will be processed within 2-5 working days from the request.

  • Why have I been asked to provide documents to verify my account?
  • If you have opened a new account or we have been unable to contact you, for security reasons we may need to verify your account.

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Account

  • How do I open an account?
  • You will see a "Sign Up" button located top right-hand side of our website.

  • What do I do if I have forgotten my password?
  • If you have forgotten your password, click “Login” and select “Forgot password?” on the login pop up. You will need to enter your email address and date of birth.

    You will receive an email (check your spam or junk if the email is not in your inbox) with a temporary password which can be used to access your account.

  • What do I do if I forget my username?
  • Please contact our Customer Service team for further assistance.

  • How do I close my account?
  • We offer different types of account closures, if you are looking to close the account with the option to reactivate at any point, please contact our customer service team.

    Alternatively, we have a range of responsible gambling features, including Time-outs and Self Exclusions, these can be accessed by clicking your name when logged into your online account and selecting the Gambling Controls option.

  • How do I update my personal details?
  • Once logged in, select your name in the right corner of your account and click “edit your details “

  • Can I open more than one account?
  • No, we only allow one account per customer. If our system recognises any duplicate accounts, we will suspend it.

  • How do I update my marketing preferences?
  • Once logged in, select your name in the right corner of your account and under the Account Details heading, select “Marketing Preferences”.

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    Account Verification

  • Why do I need to verify my account?
  • We are required to identify all our customers for regulatory purposes, this is called “Know Your Customer” (KYC) Your full name, date of birth and address must be successfully verified prior to being able to make a deposit.

  • How do I send in documents for verification?
  • You can send your documents via email to our verification email address - [email protected]

  • What documents are accepted for Verification?
  • A photographed copy, clearly showing the front and back of your Government Issued ID (Driving Licence or Passport) as proof of identity.

    A photographed or scanned copy of your proof of address (e.g., Utility bill or bank statement). This must be the same as the registered address on your gaming account, clearly shows the statement/billing date and is at most 3 months old. The following documents are accepted:

    i. Letter/Statement from your Bank (not pre-paid card statements)

    ii. Electric/Gas/Water Bill

    iii. Council Tax Bill

    iv. Wi-Fi/Home Broadband Bill (not mobile phone bills)

    v. HMRC Letter

    Please bear in mind you can use your Driving License for proof of address when it has not been used for proof of identity.

  • How long does it take to verify my documents?
  • We aim to verify your documents within 48 hours but advise it can take up to 72 hours for documents to be verified. You will be unable to make a deposit until your account has completed the KYC Process. We will be in touch once your documents are reviewed.

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    Payments

  • How do I make a deposit?
  • To make a deposit log in to your account and follow these simple steps.

    1. Log in to your account

    2. Click on the Green Box “Deposit”

    3. Key in deposit amount

    4. Confirm Card Details

    5. Submit & Finish


  • What payment methods do you accept?
  • Debit Cards: MasterCard & VISA

  • What is the minimum deposit/withdrawal amount?

  • Minimum deposit amount is £5.

    Minimum withdrawal amount is £10


  • Why can’t I deposit?
  • Please ensure the payment details provided are correct, in date and you have available funds in your account. Please contact Customer Support if any problems still persist.

  • How do I change my card details?
  • In order to add a new payment method, please select Deposit, New Payment Method and enter the details of your new payment method.

  • How do I check my deposit & withdrawal history?
  • In order to check your account history, select your name in the top right corner and click “Account History” from the Account Details section.

    If using the app go to the Person icon in the top right corner and click Account Details from the drop-down menu.

  • Can I use someone else’s payment method to deposit?
  • No, you would need to use a payment method in your name.

  • How long does a withdrawal take?
  • Withdrawals will be processed within 2 – 5 working days from date of request.

  • Can I cancel a withdrawal?
  • No, once a withdrawal is requested, it can’t be reversed.

  • How can I withdraw my winnings?
  • To withdraw money from your account you will need to have a card registered to the account. If this is the first time withdrawing, you will need to make a deposit of £5 to activate the card. When your card is activated, and deposit received; click on “withdraw” within the blue banner on your account page. Withdrawals will be processed within 2 – 5 working days from the date of request.

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    Promotions

  • How do I use my free bet?
  • Once you have registered with thepools.com follow these simple steps to use the free bet:

    1. Log in to your account

    2. Pick your bet selection

    3. Open your bet slip

    4. Select "Free Bet" from the drop-down menu

    5. Select "Bet Now".


  • When will my free bet be credited?
  • All free bets will be credited by midday after your qualifying bet has been settled (unless stated otherwise in the offer terms and conditions). Free bets will stay in your account for 7days. (Unless stated otherwise in the offer terms and conditions) If your free bet has not been credited by midday, or as stated in the terms and conditions please contact Customer Service

  • What are the key terms of the welcome offer Free Bet?

  • Deposit and place a £20 cash bet at single or accumulated odds of 1/1 or greater and we will give you £15 in free bets. Applies to first cash bet only. Free bets credited as 3 x £5 bets on Football, Horse Racing & Virtual. Cashed out, Void or 'Draw No Bet' wagers do not qualify for this promotion. Free bets are credited upon qualifying first bet settlement. 7-day free bet expiry. Available once per customer


  • Do you offer best odds Guaranteed?
  • Yes, if you place a race winner bet on a UK or Irish horse race and the starting price is bigger, we will pay out at the bigger starting price. Valid from 11:00 until 21:30 Monday to Sunday. Applies to the “Race Winner” market only. The following bets do not qualify for this offer: the place part of an each way bet, cash out, ante-post, void, bets subject to other offers and “draw no bet” wagers.

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    Sportsbook

  • Why can’t I cash out my bet?
  • Cash out isn’t guaranteed and there are a number of factors that will influence if a cash out is available, such as market suspensions and Price changes.

    Please check your Open Bets regularly to see if you have a Cash Out offer.

  • Where do I find my betting history?
  • You can find your bet history by selecting your name in the top right corner and clicking “Bet History” under the sportsbook account heading.

    If you are using the app, you can select the person icon in the top right corner and select Sportsbook History

  • Where do I find my open bets?
  • You can find your open bets by selecting your name in the top right corner and clicking “Open Bets” under the sportsbook account heading.

    If you are using the app, you can select the person icon in the top right corner and select “Sportsbook History” and you will then see an “Open Bets” option.

  • What is a rule 4 deduction?
  • Rule 4 is an industry wide rule that is in place if a horse withdraws from a race before the race has started. The odds of the remaining horse(s) will be reduced as there is more chance of each horse winning the race with less horses. Rule 4 only applied if your bet is placed before any horse withdraws.

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    Casino

  • When will I receive my free spins?
  • Free spins are credited to your account at midday following the day of qualification (unless stated otherwise in the offer terms and conditions). Free spins stay in your account for 7 days. (Unless stated otherwise in the offer terms and conditions) If your free spins / bonus has not been credited by midday, or as stated in the terms and conditions, please contact Customer Service

  • How do I get my free spins?
  • Your free spins will be credited to your account automatically. When you open the selected game, your free spins will be available as free spins or a casino bonus.

  • Return to player (RTP)

  • RTP stands for Return to Player. The RTP percentage is the percentage of stakes a game returns to players and is a generally accepted guide to how a game will perform.

    For example:

    If a game has a stated RTP of 94%, it generally means players can expect the game to return £0.94 in the £1.00 (or currency equivalent) over a long period of plays.


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    Responsible Gambling

  • How do I update deposit limits?
  • Select your name in the top right corner of your account and select the gambling controls option “Click Here”, you will then see the deposit limit option. Please note any decreases to your limits will be implemented immediately. However, any increases to deposit limits do have a 24-hour cooling off period before being implemented.

  • How do I apply a Self-exclusion?
  • Select your name in the top right corner of your account and select the gambling controls option “Click Here”, you will then see the Self-Exclusion option. You will be able to select a time frame from:

    6 months

    1 year

    2 years

    5 years


  • How do I apply a time out?
  • Select your name in the top right corner of your account and select the gambling controls option “Click Here”, you will then see the Time-out option. The time out options available are:

    1 day

    1 week

    1 month

    6 weeks


  • How do I request for my account to be reactivated after my Time Out or Self-Exclusion period has ended?
  • Please contact us in order for your account to be activated following a period of self-exclusion/time-out: 0800 093 3013

  • What is a reality check?
  • A reality check is where you can control how long your gaming session has been. Click on your name in the top right-hand corner and select Gambling Controls. You will be able to set a timeframe for the reality check to appear.

    Did you find an answer to your question?

    Thank you for using the Frequently Asked Questions. Should you have any further queries you can contact us Here

    Technical Support

    For any technical issues, in the first instance please attempt to fully close the website/App and see if the problem persists. If the issue still happens, we’d recommend:

    • Clearing your Cookies & Cache
    • Checking for updates on your device or browser
    • Trying another browser, incognito mode or device
    • Check your Internet connection

    If you should experience any technical difficulties, please contact us with the details along with:

    • Issue:
    • Device type: (Mobile, Desktop)
    • Browser: (Chrome/Safari/Edge)
    • Details of the issue
    • Screenshots of issue

    Contact Us

    We offer various different contact methods:

    • Live Chat
    • Telephone - 0800 093 3013
    • Email -  [email protected]
    • Web Enquiry – Visit the “Contact Us” page

    Complaints Process

    Our friendly customer service team will always aim to resolve your queries, however if there is a time where you are unhappy with the outcome, you can look to follow our complaints process.

    Stage One

    Contact our customer services team on 0800 093 3013 from the UK or by email on [email protected] You will need to provide your name, address, email address, contact telephone number, date of transaction and what your complaint relates to. The team will look into your complaint and examine the relevant transaction. The reference will be your email address if using that means of communication. The team will come back to you as soon as possible with a resolution. If you are not satisfied with the answer given under this Stage One, having informed us that this is the case you should proceed as below.

    Stage Two – Alternative Dispute Resolution

    If you remain unhappy with any resolution offered by us you agree that the matter may be referred for resolution to the Independent Betting Adjudication Service (IBAS), whose contact details are given below, and once your complaint has been submitted it will ask us to provide appropriate information. The dispute will then be placed before an independent panel of betting experts who will recommend what they believe is a fair settlement. IBAS will only deal with complaints about the bet itself and will examine disputes concerning the correct return for a bet or whether it has been correctly struck. IBAS cannot deal with complaints about service, which is a matter for our customer service team. IBAS requires that you have already had a complaint looked at by our customer services before it will adjudicate.

    Alternatively you can raise your complaint using the Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/ Please always contact our customer service team in the first instance, so we can resolve any complaints you may have.