Arsenal have been criticised for failing to stop a pro-Palestine rally after Jewish fans said they had felt intimidated into walking away before the Women’s Super League game against Tottenham last Sunday.

One supporter, who regularly attends women’s matches, spoke of feeling “betrayed” by Arsenal after seeing the anti-Israel demonstration outside the Emirates Stadium. The fan decided to leave without entering the ground and is likely to stay away from Wednesday night’s League Cup semi-final against Aston Villa at Boreham Wood.

It is understood about 20 supporters chose not to go in because of the demonstration, which was sparked by Israel’s war with Hamas in Gaza. Arsenal have been made aware of anger among Jewish supporters, who believe their safety was compromised by security staff not curtailing the protest.

Questions have also been raised about how Palestine flags and a banner calling for the WSL to end its sponsorship deal with Barclays, which has been targeted by pro-Palestine activists over links to Israel, were smuggled into the ground and displayed during the game, contrary to regulations. A banner saying “Kick Barclays Out” included a Palestine flag. Arsenal said action was taken swiftly to confiscate flags and that those who failed to cooperate with stewards were ejected.

Supporters who were concerned about the rally, organised by Football For Palestine, had alerted Arsenal about its existence before match day. Jewish fans say they were told the club would endeavour to keep the demonstration away from supporters and that their safety was of paramount importance. It was stressed that security would be on the lookout for political or inflammatory messages.

A Jewish supporter who arrived at the ground more than two hours before kick-off told the Guardian that the demonstrators were already protesting outside the Clock End, near the statue of Thierry Henry. Bag checks and security searches are carried out in many locations before it is possible to go from the lower to upper concourse, where the turnstiles are located.

The fan says he repeatedly asked nearby security staff to ask the protesters to stop the demonstration but was told that no action could be taken. Arsenal had assessed the size and nature of the protest before the game, liaised with the Metropolitan police and decided the best course of action would be to contain it outside the Clock End. The aim was to stop it from spilling over and ensure there was no escalation. Arsenal said they could not stop the protest because the upper concourse is public rather than private property.

Protesters handed out leaflets, put stickers up and were seen attempting to engage with people arriving at the ground. One banner, put up next to a Palestine flag, stated that “Barclays have blood on their hands”. One sticker said “Anti-Zionist”. Several Jewish fans reported seeing a banner showing a map suggesting to them the eradication of Israel.

Jewish Gooners said “a number” of its members and their families “felt unsafe” and “decided to return home without seeing a ball being kicked”. It added: “Despite the various assurances from the club in the run-up to the game, it seems that on this occasion it was not possible to ensure an inclusive environment for all football fans.”

In a statement, Arsenal said: “The safety of all supporters attending our matches is our top priority. Prior to Sunday’s fixture, we worked with the Metropolitan police to ensure there was a plan in place to keep the impact of any demonstration to a minimum.

“The gathering took place in a public space outside Emirates Stadium, and it is not within our jurisdiction to stop protests taking place in public spaces. Instances where prohibited items were identified inside the stadium were dealt with swiftly by our stewards.”

Football For Palestine is calling for an end to sponsorship deals with companies who have ties to Israel, the expulsion of Israel and Israeli clubs from Fifa and Uefa pending a permanent ceasefire and an “end to the illegal occupation of Palestine”, and for the Football Association to allow displays of solidarity with Palestine.

• This article was amended on 7 March 2024 to more clearly attribute to concerned fans the suggestion that a banner showing a map implied the eradication of Israel. The map was an outline of historic Palestine, the area that is today Israel and the occupied territories.