Contact Us
Getting the most from your message
When you contact the Pools team, the usefulness of the reply depends almost entirely on the details you include, and the relationship between you and the operator works best when each message carries enough context to be answered properly. A message that names the specific game, the date and the exact nature of the issue will produce a far more precise response than one that stays general.
Mention your account name or the reference number you were given at registration, if you have one. State what happened, what you expected to happen, and any steps you already took before writing. If the matter concerns a withdrawal, give the date you requested it. The clearer the picture, the less back-and-forth is needed, and the sooner the matter can be resolved.
What happens to the information you send
The details you write into the form are passed to the team that handles enquiries for Pools, and they are used solely to deal with your message and any follow-up it requires. Your information is not used for marketing, and it is not sold or shared with outside parties for their own purposes.
Your message is held only as long as necessary to answer your enquiry and to meet any legal or accounting requirements that apply. You can ask at any point for a copy of the information held about you, or request that it be corrected or deleted, and the team will act on that request without undue delay.
Feedback about the website itself
When your message is about the site rather than about your account, that feedback is reviewed separately by the people responsible for the website content and functionality. Comments about broken pages, unclear wording, or features that are hard to find are passed on directly, and they influence which fixes are prioritised.
Criticism is treated as useful data, not as a complaint to be managed. If you point out an error, the team will check it, correct it where possible, and let you know what was done. Suggestions are read and logged, even when they cannot be acted on immediately.
Where a message touches on responsible gambling, including requests for self-exclusion or concerns about your own play, it is routed to the appropriate team straight away rather than being treated as routine feedback. Those messages are handled with priority, and you will be told clearly what steps to take next.