As with most online sportsbooks, The Pools has put customer service almost at its forefront. Offering players the chance to get in touch with customer services means that issues can be resolved if they arise. 

• Email
  
  

The Pools offers its players the opportunity to reach out to them via live chat and email. The email address is: [email protected]. Emails are typically answered during the hours of Monday – Saturday 8:30 am – 10 pm. Players can expect to wait up to 48 hours for a reply. However, they may receive a response sooner.

• Live chat
  
  

Live chat is an option for players to choose, should they wish to. Interestingly, players need to give their name, email address, and date of birth before they can chat with anyone.  The helpline is open between the hours of Monday – Saturday 8:30 am – 10 pm. Players can expect to wait up to 30 minutes at busy times to receive a response. 

The Pools’ contact page states that calls may be recorded for training purposes. However, there is no telephone number listed on the contact page. Should players go to the FAQ page they will find the telephone number at the bottom of the page. The number listed is 0800 093 3013. It is presumed that this helpline is open at the same time as the live chat is open. 

When it comes to calling The Pools, players should expect their call to be answered within 20 minutes. 

It would be nice if the live chat option and the phone line were open 24 hours a day. There are players who are more than happy to log into their accounts between 10 pm and 8:30 am. However, it looks as though if there’s an issue they will have to email customer services. Alternatively, they could wait until 8:30 am and hope it doesn’t take long for customer services to respond. 

There do not appear to be any issues associated with contacting customer services. The team appears to be helpful and willing to solve a player’s query. All credit to The Pools for this. 

• FAQ section 

The FAQ section which is found here: https://play.thepools.com/frequently-asked-questions/ is very comprehensive. There seems to be an answer to almost every question. All credit to The Pools for this.

The FAQ section covers the following subjects:

– General

– Account

– Account Verification

– Payments

– Promotions

– Sportsbook

– Casino

– Responsible Gambling 

At the bottom of the page, players are offered a little technical support. For example, if they are having issues with using the site they are told to clear the cookies and cash. They are also told to contact customer services with the following information:

The issues they are having, the type of device they’re using (Desktop, mobile, or tablet), the browser they’re using, more details about the issue, and a few screenshots of the issue if possible. 

Players are then asked to open live chat, and contact The Pools by telephone, or email.