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.

You can send your documents via email to our verification email address - [email protected]

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.

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.

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

Debit Cards: MasterCard & VISA. PayPal.

Minimum deposit amount is £5.

Minimum withdrawal amount is £10

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.

In order to add a new payment method, please select Deposit, New Payment Method and enter the details of your new payment method.

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.

No, you would need to use a payment method in your name.

Withdrawals will be processed within 2 – 5 working days from date of request.

No, once a withdrawal is requested, it can’t be reversed.

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.

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".

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

Deposit and place a £10 cash bet at single or accumulated odds of 1/1 or greater and we will give you £10 in free bets. Applies to first cash bet only. Free bets credited as 2 x £5 bets. 1x on any sport & 1 x on virtual sports. 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. Full T&Cs apply.

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.

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.

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

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.

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.

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

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.

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.

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.

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

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

Please contact us in order for your account to be activated following a period of self-exclusion/time-out: 0800 093 3013

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.