Had a an issue with deposits but great customer service, sorted straight away by Richard on Live Chat. Always seem to have decent offers on as well.
The Pools Reviews 825
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3.4
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Since they relaunched the site it seems riddled with technical issues and glitches.
They don’t respond to emails, the chat service normally tells you to clear the cache and it should be alright. Obviously it isn’t, it is just like they are reading from a script. They say that they will send it to their technical department and will respond accordingly - they don’t. Then they have the cheek to mark the chat up as ‘resolved’
They should have just kept to running the football pools and spot the ball with their door to door collection. They certainly are not capable of running an online site let alone trying to provide casino games.
They could benefit from having an independent organisation that customers could complain to regarding their customer service/experience
I contacted live support as I couldn't locate my free bets on my account upon qualifying bet settlement. Ella was friendly and helpful as she assured me that my free bets were active and explained how to use them.
Special thanks to Ella for finding a swift and adequate resolution after experiencing a minor technical glitch. Truly exemplary dedication to customer service- I know , a very dated notion.
Old school values are sometimes the best. 5* cheers again mate x
3.4
Average
825 reviews
Replied to 94% of negative reviews
Typically replies within 1 week
Had a an issue with deposits but great…
Had a an issue with deposits but great customer service, sorted straight away by Richard on Live Chat. Always seem to have decent offers on as well.
Date of experience: 07 June 2025
Had a query on a free bet
Had a query on a free bet, was dealt with in under 5 minutes very professional
Date of experience: 07 June 2025
Miserable Online Casino Experience
Since they relaunched the site it seems riddled with technical issues and glitches.
They don’t respond to emails, the chat service normally tells you to clear the cache and it should be alright. Obviously it isn’t, it is just like they are reading from a script. They say that they will send it to their technical department and will respond accordingly - they don’t. Then they have the cheek to mark the chat up as ‘resolved’
They should have just kept to running the football pools and spot the ball with their door to door collection. They certainly are not capable of running an online site let alone trying to provide casino games.
They could benefit from having an independent organisation that customers could complain to regarding their customer service/experience
Date of experience: 04 June 2025
Cannot view my results on the pools…
Cannot view my results on the pools website. Been like this for months. All I get is that the website is experiencing problems
Date of experience: 02 June 2025
Great customer service
Colette provided some great customer service with a deposit issue.
Date of experience: 31 May 2025
May use AI-assist with repliesRead more
Colette efficient in handling my request
Colette efficient in handling my request
Date of experience: 27 May 2025
Reply from The Pools
Hi Mr Prosser
Thank you for feedback.
We are delighted to hear that Colette was efficient in handling your request.
Providing excellent service is our priority, and we are thrilled that your experience reflected that.
We will be sure to pass your feedback along to Colette
Best Wishes
The Pools
Ella was friendly and helpful
I contacted live support as I couldn't locate my free bets on my account upon qualifying bet settlement. Ella was friendly and helpful as she assured me that my free bets were active and explained how to use them.
Date of experience: 25 May 2025
Reply from The Pools
Hi Solyana
Thank you for your feedback.
We are happy to hear that Ella provided friendly and helpful support when you needed clarity on your free bets.
We are glad she could assist you and we will pass your kind comments on.
If you require any further assistance please do not hesitate to contact us.
Best Wishes
The Pools
Spoke to Ella helped sort my issue fast…
Spoke to Ella helped sort my issue fast thanks
Date of experience: 24 May 2025
Reply from The Pools
Hi Aaron
Thank you for your feedback. We are delighted to hear that Ella was able to quickly resolve your issue.
Providing efficient and helpful service is always our goal. and we're glad she could assist you.
If you require any further assistance please do not hesitate to contact us.
Best Wishes
The Pools
These customer service advisors namely…
These customer service advisors namely Ella and Rita have the biggest chip on their shoulder it is incredible. How they ever got a job in customer service is beyond me. All I got in touch for was to cancel the monthly direct debit and was meet with aggression and hostility absolutely disgusting.
To give people an idea I asked for my account to be closed and the monthly payments to stop. Due to a decrease in my mental health and not wanting to gamble. They flat out refused to do so and as soon as I told them I would be leaving a review a five star review appeared praising Ella which was extremely strange and looks like a fellow staff member or friend has written on behalf of them knowing this review was incoming. Never again will i use a company with staff as rude as these two people.
Date of experience: 24 May 2025
Reply from The Pools
Hi James
Thank you for taking the time to share your feedback.
Providing respectful and helpful service is our top priority, and we regret that this interaction did not meet your expectations.
We take concerns about customer service very seriously and will be looking into this matter will contact you back as soon as possible.
If you require any further assistance please do not hesitate to contact us.
Best Wishes
The Pools
Special thanks to Ella for finding a…
Special thanks to Ella for finding a swift and adequate resolution after experiencing a minor technical glitch. Truly exemplary dedication to customer service- I know , a very dated notion.
Old school values are sometimes the best. 5* cheers again mate x
Date of experience: 23 May 2025
Reply from The Pools
HI
Thank you for your feedback. We are delighted to hear that Ella was able to quickly resolve your issue.
Providing efficient and helpful service is always our goal. and we are glad she could assist you.
If you require any further assistance please do not hesitate to contact us.
Best Wishes
The Pools
I have had to close my account because…
I have had to close my account because I now no they are scamming people no mater how much you spin you get nothing back how the hell do you spin 20 pound and not even win 2 pound.. I am now reporting them
Date of experience: 23 May 2025
No one gets back to you!
Been trying to deposit for nearly a week, was told to clear cache etc then was told there was a technical problem that they're trying to resolve. then again on live chat was told cookies etc now they're ignoring me keeps saying someone will get back to you, they dont. Think I'm going to close the account seen as I can't deposit anyway
Date of experience: 14 May 2025
Reply from The Pools
HI Louise
We are really sorry to hear about your experience and the frustration it has caused.
That is definitely not the level of service we aim to provide, and we sincerely regret any inconvenience.
Our team is working hard to resolve technical issues as quickly as possible, and we truly appreciate your patience. Please know that your concerns are important to us, and we would love the opportunity to make things right.
If you would like to discuss your account further please do not hesitate to contact us.
Best Wishes
The Pools
I had a particular query I needed to…
I had a particular query I needed to speak to live chat support about - I spoke to Rita who was very helpful and efficient.
Rita is a credit to the company.
Date of experience: 14 May 2025
Reply from The Pools
Hi Jack
Thank you for taking the time to share your experience.
We are delighted to hear that Rita was able to assist you efficiently and provide the support you needed.
We will l make sure to pass along your kind words to her.
If you require any further assistance please do not hesitate to contact us.
Best Wishes
The Pools
No classic pools results on website
I haven't been able to access classic pools results on Pools website for at least two weeks. I can log in Ok, but that's about it. I phoned last week, and they confirmed there is a problem with website, but gave no indication as to when problem will be resolved. I'm surprised that if there is a problem that this is not highlighted on the website. Tried to access results on another site, but my virus software blocked it. An update from someone would be appreciated, please.
Date of experience: 14 May 2025
Reply from The Pools
Hi Peter
Thank you for reaching out and sharing your experience. We sincerely apologise for the ongoing issue with accessing the Classic Pools results on our website.
We understand how frustrating this must be, especially when you've been unable to find an alternative source for the results.
We appreciate your patience while our team works diligently to resolve the technical problem. We agree that clearer communication about the issue would be helpful, and we will ensure updates are more visible on the website moving forward.
We hope to have this issue resolved as soon as possible.
Best Wishes
The Pools
Reply from The Pools
Hi Mark
Thank you for your feedback.
We are delighted to hear that Joanne was able to solve your problem quickly.
Providing efficient and helpful service is our priority, and we are thrilled that Joanne made your experience a smooth one.
We will be sure to share your kind words with her.
If you ever need assistance again, we are always here to help
Best Wishes
The Pools
I was helped by Rita who was friendly
I was helped by Rita who was friendly, patient and very helpful..excellent service
Date of experience: 11 May 2025
Reply from The Pools
Hi Paul
Thank you for your feedback
We are delighted to hear that Rita provided you with friendly, patient, and helpful service.
We strive to offer the best customer experience, and it is great to know Rita made a positive impression.
We will be sure to share your kind words with her.
If you ever need assistance again, we're always here to help.
Best Wishes
The Pools
Honestly its an absolute joke
Honestly its an absolute joke , these people must think we are 3 years of age, every single day free to play spins you win 1 spin or 2 spins yesterday i got 5 spins , better luck next time every time , shove your free to play where the sun down shine pools,
Date of experience: 08 May 2025
Reply from The Pools
Hi Phillp
Thank you for taking the time to share your feedback.
We are sorry to hear that you’re feeling frustrated with the free-to-play spins. Our aim is always to provide a fun and fair experience, and we understand how important it is for our players to enjoy the rewards.
We appreciate your feedback and will certainly pass it along to our team for review. If you have any specific suggestions on how we can improve, we would love to hear them.
If you require any further assistance please do not hesitate to contact us.
Best regards,
The Pools
Nice to chat to joanne
I needed assistance with my pools account and Joanne was very nice and sympathetic and sorted everything out quickly.
Date of experience: 08 May 2025
Reply from The Pools
Hi Ceri
Thank you for sharing your experience and taking the time to leave feedback.
We are happy to hear that Joanne was able to assist you so efficiently and with such kindness and we will be sure to pass on your kind words.
If you require any further assistance please do not hesitate to contact us
Best Wishes
The Pools
Days in a week
Rita was very helpful, but The Pools need to check there deposit system as a week is 7days and not 9.
Date of experience: 04 May 2025
Reply from The Pools
Hi Barbara
Thank you for your feedback.
We are delighted to hear that Rita provided helpful service and we will be sure to pass on your kind words.
We appreciate your patience and understanding regarding the deposit system and will certainly review the timing.
If you have any further concerns, please don’t hesitate to contact us.
Best Wishes
The Pools
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