We understand that managing accounts or services may feel like an added burden during a difficult time. Our player support team are here to make this process as simple and respectful as possible, so you can focus on what matters most.
If you wish to close a loved one’s account at The Pools due to their passing, you are required to submit a copy of their death certificate. Below is a step-by-step guide on how to complete this process efficiently.
Notify Us of the Bereavement
Please inform us as soon as possible about the passing of the account holder. You can contact us by submitting a copy of the death certificate by email to [email protected].
Acceptable Document Formats
A scanned copy of the death certificate is acceptable.
Alternatively, you can submit a clear, legible photograph of the document.
When sending the death certificate, ensure to:
Include the customer’s full name, date of birth and address in the body of the email.
Note that the email pertains to the “death certificate of [CUSTOMER_NAME],” though the exact phrasing is flexible.
Add the reference number in the email subject line for quick processing.
What Happens Next?
Once we receive and verify the death certificate, we will take the appropriate action on the account and begin the process of updating or closing it.
What happens to any Direct Debits or Recurring Payments?
Any Direct Debits or Recurring Transactions will be cancelled. It may sometimes be quicker to to inform the bank to cancel this.
Can I change the account into a different name?
No, accounts can't be transferred. However you can set up a new account, online through our website by clicking Sign Up in the top right corner.
We are here to help guide you through each step with sensitivity and care.