FAQ

How do I make a deposit?

When logged in, to quick deposit, select the Wallet icon in the top right, where you can choose a payment method (Debit Card or PayPal), choose a suggested amount or enter your own deposit amount value. Check the amount and then click the ‘Deposit’ button.

What payment methods do you accept to deposit?

We accept payments via PayPal, Visa debit cards, Mastercard debit cards. Please note that we do not accept Revolut cards at this time.

We no longer accept Credit cards, as of April 2020.

What is the minimum deposit amount?

The minimum deposit amount is £5.

Why can't I deposit?

Please ensure the payment details you have provided are correct, in date, and that you have available funds in your account. We would also advise to ensure you have a strong internet connection whilst making the deposit.

If you need further help, please ‘Contact Us’.

How do I add a new payment method?

When logged in, go to your account, select the deposit icon in the top right corner and enter the details of your new payment method, along with the amount you would like to deposit.

The minimum amount is £5 for deposits.

How do I change my card details to withdraw?

Where possible we aim to withdraw funds back to the same payment method they have come from. If this payment method is no longer active, please ‘Contact Us’ with the reason and we'll help you out.

How do I change my card details to withdraw?

No, you must use a payment method in your name.

What is the minimum withdrawal amount?

The minimum withdrawal amount is £10. If you need to withdraw less than this amount, please contact us to help.

How can I withdraw my winnings?

To withdraw money from your account, you need to have a card registered to that account. If it is the first time you are making a withdrawal and have no available payment method, you will need to make a deposit of £5 to validate your card. When your card has been registered, and a deposit has been received, select ‘Withdraw’ from the menu option within ‘My Account’, enter the amount you want to withdraw, or use one of the suggested amounts and then click the ‘Withdrawal’ button.

How long does a withdrawal take?

Withdrawals are processed within 2 - 5 working days once processed by us, however some withdrawals may be instant depending on which bank you are with. We would advise to allow 7 full working days before contacting us regarding any withdrawals that have not been received.

Can I cancel a withdrawal?

No, once a withdrawal is requested, it cannot be cancelled or reversed upon request.

How do I use my Free Bet?

When logged in, go to the ‘Rewards’ section of your account to claim any Free Bets. Already claimed Free Bets will appear in your Betslip. Simply select the name of the Free Bet you would like to use and place your bet. Please note Free bet winnings do not include the free bet stake.

Do you give Loyalty free bets/spins upon request?

We do not give free bets or free spins upon customer request. Customer's accounts are regularly reviewed and you will receive an email, inbox, or notification if your account gets credited with a free bet.

We have various promotions to reward our customers that are available to participate in through our onsite promotions. Please visit our promotions and Rewards pages to find out more.

How do I use my free spins?

Your free spins will be credited to your account automatically after qualification. When you open the selected game that your free spins have been added for, you will receive a message on the game to let you know the value of your free spins award.

When will I receive my free spins?

Free spins are credited to your account upon qualification of the offer (unless stated otherwise in the offer terms and conditions). Free spins will stay in your account for seven days (unless stated otherwise in the offer terms and conditions).

If you have qualified for free spins and you have not received these, please ‘Contact Us’.

How does a Casino Bonus work?

Casino Bonuses can be used on casino games only. They are Required to be claimed in the 'Reward' section of your Account. Once claimed they will appear when you open an eligible game. The following amounts will be displayed:

• Bonus Funds – the total bonus amount that can be used.
• Churn Requirement – the minimum amount of bonus funds that must be spent before winnings are transferred into your cash balance.

• Churn Contribution – the % that is contributed to your churn requirement per game (unless stated otherwise in the offer terms and conditions).

What is a Reality Check?

A reality check is a tool to remind you how long you have been gambling – it does not control session length. The Reality check allows you to display an on-screen message which shall appear at regular intervals, according to the time of your choosing. When the notification appears, you can either continue playing or stop your gaming session.

To set a reality check, when logged in, go to your account and navigating to ‘My Account’ form the menu option, select ‘Gambling Controls’, then select ‘Reality Check’. Here you can set a time in minutes of when you would like your reality check to appear.

What limits can I set on my account?

We offer various limits to help manage your gambling and ensure this remains an enjoyable experience. The limits we currently offer through our website are:

Max Wager (Casino) - This will be the maximum amount of money of one bet or spin.

Max Wager (Sports) - This will be the maximum amount of money of one bet or spin

Deposit - Decide how much money you can deposit during a certain period.

Withdrawal - Decide how much money you can Withdraw during a certain period.

Session Limit - Set your time limit below and you will be logged out once you have stayed logged in for that period of time.

Loss Limit (Casino) - Set a limit on how much you lose by amount and time.

Loss Limit (Sports) - Set a limit on how much you lose by amount and time.

Wager Limit (Casino) -Decide how much money you can wager during a certain period.

Wager Limit (Sports) - Set a limit on the maximum amount of money you wish to stake. This is cumulative and you will not be able to place any more wagers during this period once this limit has been reached.

How do I update my Limits, including deposit limits?

When logged in, go to your account, go to the menu option and select ‘My Account’, then go to ‘Gambling Controls’, you will then see the option to ‘Set A Limit’. Here you can choose a limit period (time) and a limit amount.

You can choose to set the following limits:

Max Wager (Casino)

Max Wager (Sports)

Deposit

Withdrawal

Session Limit

Loss Limit (Casino) Loss Limit (Sports)

Wager Limit (Casino)

Wager Limit (Sports)

Please note that any decreases to your limits will be implemented immediately. However, any increases to deposit limits have a 24-hour cooling-off period before being implemented.

How do I apply a Time Out?

When logged in, go to your account, select ‘Gambling Controls’, then select ‘Time Out’. Here you can choose how long you would like to take a short break from using your account. The time out options available are:

• 1 Day
• 1 Week
• 1 Month
• 6 Weeks

Once the Time Out period has ended your account will automatically re-open, when logging back in.

What happens to open bets if I self-exclude?

Your bets will still stand and any winnings paid to your account, you would need to contact us to request a withdrawal of the winnings paid into your online account..

How do I reactivate my account after a Self-Exclusion?

If your Self-Exclusion has ended, you will need to call in order to proceed with the reactivation of your account. Please contact us on 0800 500 000 between Monday - Saturday 08:30 - 22:00 and Sunday 12:00 - 22:00.

Please note we are not able to reactivate your account if the self-exclusion period has not ended.

How do I apply a Self-Exclusion?

When logged in, go to your account the menu option in the top right, select ‘My Account’, and then select ‘Gambling Controls’. Here you can choose how long you would like to stop using your account. The self-exclude options available are:

• 6 Months
• 1 Year (12 Months)
• 2 Years (24 Months)
• 3 Years (36 Months)
• 5 Years
• Indefinitely - This option means you will be unable to reactivate your account.

To reactivate your account following a period of time out or self-exclusion, please call us on 0800 500 000.

If you would like a normal account closure, please select ‘Account Closure’ when in the Profile section of ‘My Account’.

How do I close my account?

If you would like to close your account, please contact our friendly Customer Service Team, by Live Chat, Email ([email protected]) or by Telephone - 0800 500 000

If you would like to Self-Exclude your account, meaning you are unable to reactivate your account for a set period of time, please visit Gambling Controls when logged into your account or by contacting our Customer Service Team.

I have a limit on my account that I did not apply?

As a responsible operator, sometimes it is necessary for us to set limits on players accounts. We will always endeavour to inform you of this, but on some occasions this may happen automatically and you will not be informed.

I have forgotten my password – what do I do?

When selecting ‘Log In’ on The Pools Website, select ‘Forgotten Your Password?’ below the login button, enter your email address and select ‘Recover Password’.

You will receive an email containing a password reset link and a verification code. Click on the password reset link and enter the verification code to reset your password.

If you can’t see the email in your Inbox, please check the email address entered is correct and check for the email in your Spam or Junk Mail before contacting our Customer Service Team.

I have forgotten my username – what do I do?

Please ‘Contact Us’, and we’ll help you out. Our opening hours are Monday - Saturday 08:30 - 22:00 and Sunday 12:00 - 22:00.

How do I update my personal details?

Should you need to update your personal details, please contact our Customer Service Team, by Live Chat, Email or Telephone, between the hours of Monday to Saturday 08:30 - 22:00 and Sunday 12:00 - 22:00.

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). We usually try to do this via independent KYC providers and will only request documents from you if they can’t verify you.

Your full name, date of birth, and address must be verified successfully, before you can make a deposit.

What documents are acceptable for verification?

When supplying verification documents, please note the same document cannot be used to verify both your name/age and your address.

1. Documents we accept for Verification of Age:

Passport

Driving License

2. Documents we accept for Verification of Address:

A full size (Corner to corner) photographed or scanned copy of your proof of address. It must have the same address you registered with and clearly show the statement/billing date, which must be from within the last three months. 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. Letter from HMRC

Please ensure the images are clear and full size to prevent delays with the verifications of your account.

How do I provide documents for verification?

There are two ways you can provide your verification documents.

1. Uploading your documents to the website through your account. This will also show you the status of the review of your verification documents.

When logged in select the menu option on the right hand side, select ""My Account"", then ""profile"" and then ""Verification"". You can upload Front and Back Images of the document. (Acceptable Image Types: PNG, PDF, JPG, JPEG, BMP and GIF.)

2. Sending your documents via email to [email protected].

How long does it take to verify my documents?

We aim to verify your documents within 2 full days (48 hours) of them being received, but sometimes it can take up to 3 days (72 Hours), during busy periods.

You will be unable to make a deposit until the KYC Verification process is complete. We will be in touch as soon as the review of your documents is complete, or if there is anything further we require.

Can I open more than one account?

No, we only allow one account per customer. If multiple accounts are identified your new account will be closed and you will be unable to use this. If you do not remember the details for your original account, please contact us to help.

What is Classic Pools?

Classic Pools is the longest running football betting game in the world – first established in 1923. The aim of the game is to correctly predict Score Draws from a pre-defined list of 49 matches. There are over 100,000 players in every Classic Pools competition. Some are playing by skill, but most are playing by Lucky Dip or with a standard set of numbers – a bit like a lottery ticket. You can find out more by visiting the Game Rules on the Classic Pools webpage.

How much does it cost to play?

There are multiple ways to play Classic Pools, but the most popular is ‘Pick 10’, which costs £1 per entry. As the name suggests, ‘Pick 10’ requires you to select ten matches/numbers from the list of 49.

How do I win?

Classic Pools returns vary depending on how many of the 49 matches on the coupon end in a ‘Score Draw’. To win jackpot prizes you must correctly predict 8 or 9 ‘Score Draws’.

All other prizes are paid out to the best-performing players in each competition. Every entry gets a Pools Points total based on the best scoring 8 games from your predictions.

How much can I win?

If you correctly predict 9 Score Draws when there are only 9 Score Draws on the coupon, you will win our massive £3 Million jackpot prize (£3 Million jackpot is shared in the event of multiple winners).

If you correctly predict 8 Score Draws when there are only 8 Score Draws on the coupon, you will win the Super 8 jackpot (Super 8 jackpot is shared in the event of multiple winners). If the Super 8 jackpot prize fund exceeds £250,000, it will paid out to any customer correctly predicting 8 Score Draws when there are 8 or 9 Score Draws on the coupon.

In addition to the two jackpot prizes detailed above, we pay out guaranteed prizes on every competition – these prizes are paid out to the best performing players based on the total number of Pools Points achieved:

• 3 points for a Score Draw
• 2 points for a Goalless Draw
• 1 point for a Home/Away Win

Our monthly consolation prize draw rewards players who have a near miss. You will automatically be entered into the draw if you achieve 20 Pools Points or more. Typically, we pay out between 8,000 and 10,000 consolation prizes every month. Full details of returns for recent competitions can be found here.

What are Pools Points?

We use a points system to mark all Classic Pools entries:

• 3 points for a Score Draw (E.g. 1 - 1, 2 - 2)
• 2 points for a Goalless Draw (0 - 0)
• 1 point for a Home/Away Win

Scoring 24 points guarantees you a share of the Pool.

What happens if a match is postponed or abandoned?

If any of the 49 selected football matches on the Classic Pools coupon is postponed or abandoned, we use a Pools Panel prediction made before the coupon closes. The Pools Panel meet every week to predict the outcome of all games, just in case we have postponed matches.

The Pools Panel comprises of 3 ex-International players:

• Ian Callaghan
• Rachel Brown-Finnis
• Derek Johnstone

Why subscribe to our games?

Many of our customers prefer the convenience of a Subscription as it means they never miss a game.

When you subscribe you are automatically entered into every competition/draw and on Classic Pools and Goal Rush, you can play the same numbers every week or edit them whenever you fancy. At the moment, you are unable to edit Lucky Clover Selections online and would need to contact our friendly Customer Service Team. We’ll check your results for you and automatically send any winnings to your bank account.

Subscribers also enjoy additional benefits:

– In addition to the chance of winning huge cash prizes on your chosen product, you are automatically entered into a Quarterly Prize Draw with the chance to win up to £3,000

– Throughout the year, we run promotions that are exclusive to subscribers – full details of these promotions will be available on the website and will be sent to you, if you have opted in to receive marketing emails.

Which products can I subscribe to?

We offer subscription on three Jackpot products; Classic Pools, Lucky Clover Lotto and Goal Rush.

How do I set up subscription?

When you play Classic Pools, Lucky Clover Lotto or Goal Rush online, you can set up a subscription with a recurring Debit Card transaction.

As soon as you make your subscription entry, your numbers will be included in every subsequent competition/draw.

We check your results for you, and automatically pay winnings back to you.

How much does a subscription cost?

The subscription cost covers your entry into all competitions/draws in a month:

• 1 line on Classic Pools costs £10 per month (10 games per month x £1 per game)
• 1 line on Lucky Clover Lotto costs either £8-10 or £12-£15 per month which is 8-10 draws per month at either £1 or £1.50 per draw, depending on the game you choose to play
• 1 line on Goal Rush costs £16 - £20 per month (8-10 games per month x £2 per game)

When you successfully subscribe to any of our products, you will receive an email with details of the games you are entered in to and a payment schedule.

How do I cancel my subscription?

You can cancel your subscription at any time – you’re in control. You can do this by contacting The Pools on 0800 500 000. Our opening hours are between 08:30 - 22:00, Monday - Saturday and 12:00 - 22:00 on Sunday.

Do you offer Best Odds Guaranteed?

No, we do not currently offer Best Odds Guaranteed. For Available offers, please visit our Promotions page.

Where do I find my Open Bets?

When logged in, go to your account and select ‘Sports Bet History’.

Why can’t I cash out my bet?

Cash Out is an additional facility that we offer, and isn’t always guaranteed. There are many factors which can influence if a Cash Out is available, such as market suspensions and price changes and the market selected for your bet.

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

Where do I find my Betting History?

When logged in, go to ‘History’ and select &ldsquo;Sports Bet History’.

What is a Rule 4 deduction?

Rule 4 is an industry-wide rule 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 applies if your bet is placed before any horse withdraws. The amount deducted depends on odds of the horse at the time of withdrawal.

How do I change the odds type?

In order for your odds preferences to save, you must be logged in when changing your odds preferences.

On a PC/Laptop:

>p>Go to Sports across the top banner of the website.

Scroll down to the bottom of the left access options you'll see: ‘Odds Format: FRACTIONAL’ or ‘DECIMAL’, or ‘AMERICAN’. Select the Format to change the odds.

On a Mobile:

Click on the menu (top right – three bars) and you will see a drop-down menu. On the drop-down menu (below ‘HOME’) you'll see: ‘Odds Type: FRACTIONAL’ or ‘Odds Type: DECIMAL’ - clicking on FRACTIONAL or DECIMAL will change from one to the other.

What is 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 generally an 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.

All RTPs can be viewed in-game.

How long does a sports bet take to settle?

We aim to settle sports bets as soon as we receive the official result and aim for within one hour of the event finishing. If your bet has not been settled, we may be waiting for the official result before we look to settle this. If this has exceeded one hour, please contact our Customer Services Team for help.

What are Free to Play games?

In order to participate in our free 2 play games, you must register and verify your account. Our free to play games, do not cost to enter and have various different prizes awarded, depending on the game played.

How can I contact The Pools?

You can find answers to many questions in our ‘Help’ section. Please look in ‘Help’ first to see if your question has already been answered before contacting our Customer Service Team.

If you can’t find an answer to your query, our friendly, trained Customer Service Team are here to help on Monday to Saturday between 8.30am and 10pm and on Sunday between 12pm and 10pm.

You can contact our Customer Service Team in several ways:

• Live Chat with one of our team by clicking the live chat icon on the Help or Contact us Pages or in the My Account Section of your Account
• Email us at [email protected]. Please keep your personal account information safe. Do not include confidential information or private login details, such as your bank account and password.
• Call us on 0800 500 000.

What are The Pools Terms & Conditions?

Full Terms & Conditions for The Pools can be found here

What is The Pools Privacy Policy?

Details of The Pools ‘Privacy Policy’ can be found here.

What is The Pools Cookie Policy?

Details of The Pools ‘Cookie Policy’ can be found here.

What are The Pools Game Rules?

The Pools ‘Game Rules’ can be found here.

Where can I find Safer Gambling information?

All information regarding Safer Gambling Support and the Tools we offer can be found here.

What are The Pools Betting Rules?

The Pools ‘Betting Rules’ can be found here.

How do I raise a complaint?

Our friendly Customer Service Team will always aim to resolve your queries, however, if there is a time when you are unhappy with the outcome, you can look to follow our complaints process.

Stage One

Contact our Customer Service Team on 0800 500 000 (from the UK) or by email at [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, we will escalate your complaint to the appropriate level internally. If you are still unhappy with our response, you should then proceed to Stage 2, as per 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 Service Team before it will adjudicate.

IBAS

PO Box 62639

London, EC3P 3AS

Tel: +44 (0)20 7347 5883

Fax: +44 (0)20 7347 5882

Email: [email protected]

Website: www.ibas-uk.com

Alternatively, you can raise your complaint using the Online Dispute Resolution (ODR) platform at https://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.

I'm having technical difficulties, what do I do?

If you are experiencing technical difficulties, in the first instance, please attempt to fully close the website or app to see if the problem persists.

If the problem is still there, we recommend:

• Checking your Internet connection
• Trying another browser e.g. Chrome, Safari, Edge, Firefox
• Clearing your cache, browser history and cookies

• Checking for updates on your device or browser

If you need to ‘Contact Us’ about technical difficulties, please provide the following:

• Details of the problem
• Screenshots of the problem (where possible)
• The type of device you are using e.g. mobile, desktop computer

• The type of browser you are using e.g. Chrome, Safari, Edge, Firefox