Grosvenor Casinos Responsible Gambling
Gambling at Grosvenor Casinos should always be viewed as entertainment rather than a way to make money. Games are based on chance, and there is no guaranteed method of winning or recovering losses. Only gamble with money you can comfortably afford to lose and never treat gambling as a solution to financial difficulties.
Responsible gambling means making informed choices, setting personal boundaries and recognising when a break may be appropriate. Grosvenor Casinos provides information and practical tools to help customers remain in control of their play, but every customer is responsible for using these safeguards and seeking assistance when needed.
Our Commitment to Responsible Gambling
Grosvenor Casinos is committed to providing a safer gambling environment and promoting informed, balanced participation. Our approach is designed to help customers understand the risks associated with gambling, monitor their activity and take action before play becomes harmful.
We aim to present gambling honestly and clearly. Winning is never certain, and losses can occur quickly. We do not encourage customers to chase losses, gamble beyond their means or continue playing to deal with stress, boredom or other personal difficulties.
Responsible gambling is an ongoing process. Customers are encouraged to review their habits regularly, use the available account controls and contact us if they need information about safer gambling options. Where gambling is becoming difficult to manage, independent professional support should be considered without delay.
Recognising Problem Gambling
Problem gambling can affect anyone, regardless of age, income or previous experience. It may develop gradually, and some signs can be difficult to identify at first. Awareness of changes in behaviour can make it easier to take action early.
Possible warning signs include spending more time or money gambling than intended, repeatedly trying to win back losses, borrowing money to gamble, hiding gambling activity or feeling anxious and irritable when not playing. Other indicators may include neglecting work, relationships or everyday responsibilities, using gambling to escape problems, or continuing despite negative financial or emotional consequences.
If gambling is causing worry, conflict or loss of control, consider stopping play and seeking support. You do not need to wait until a serious problem has developed. Speaking openly with someone you trust or contacting a specialist service can be an important first step.
Self-Assessment and Limits
Taking a short self-assessment can help you consider how gambling fits into your life. Ask yourself whether you gamble more than planned, feel pressure to increase your stakes, hide your activity from others or experience difficulty stopping. Honest answers can help you decide whether additional restrictions or support would be useful.
Grosvenor Casinos customers can also set limits and restrictions to help control their account activity. Available options may depend on the account or product being used, so customers should review the relevant settings and contact support if they require clarification.
- Deposit limits can restrict the amount added to an account over a selected period, helping you establish a clear spending boundary.
- Loss limits can help prevent losses from exceeding an amount you have chosen in advance.
- Reality checks can provide reminders about time spent playing and may encourage you to pause and review your activity.
- Cooling-off periods can temporarily restrict access when you need a short break from gambling.
- Self-exclusion can prevent you from using gambling services for a chosen period or longer where applicable. This should be treated as a firm decision not to gamble during the exclusion period.
Limits should be set before gambling begins and should reflect money you can afford to spend. Increasing a limit during a period of frustration or after losses may undermine its purpose, so consider taking a break and reviewing your decision later.
Responsible Gaming Tools
The Grosvenor Casinos website includes features intended to support safer play and help customers make informed decisions. These tools are most effective when used proactively rather than only after gambling has become difficult to manage.
- Account deposit controls allow customers to set a maximum amount they can deposit over a selected timeframe.
- Loss management options help customers establish a limit on the amount they are prepared to lose.
- Reality check reminders provide prompts about the duration of a playing session.
- Session reviews help customers consider their activity, including the time and money spent.
- Cooling-off options allow customers to take a temporary break from gambling.
- Self-exclusion facilities support customers who decide they need to stop gambling for a defined period or longer.
- Account and payment information can help customers monitor deposits, withdrawals and gambling activity.
These tools do not guarantee that gambling will remain harmless, and they cannot remove the risks associated with gambling. If you find yourself trying to bypass limits, reopening accounts or changing controls to continue playing, stop gambling and seek independent support.
Support and Assistance
If gambling becomes difficult to control, seek professional help as soon as possible. A qualified adviser can provide confidential guidance, help you understand your gambling behaviour and discuss practical steps for reducing harm. You may also wish to speak with a trusted family member, friend or healthcare professional.
For questions about responsible gambling features or account restrictions, contact Grosvenor Casinos support at [email protected]. Our support team can explain the available account options and direct you to relevant information, but it is not a substitute for specialist treatment or independent advice.
The following organisations are independent external support services. They are not partners of Grosvenor Casinos and are not operated by Grosvenor Casinos:
- GamCare provides information, advice and support for people affected by gambling.
- BeGambleAware offers independent information about gambling risks and sources of help.
- GAMSTOP provides a free self-exclusion service for participating online gambling websites.
The National Gambling Helpline can be reached on 0808 8020 133. It is a free, confidential support service available 24 hours a day for anyone affected by gambling. This includes people who gamble and those concerned about a family member, friend or colleague.
Underage Gambling
Only individuals aged +18 or older may use the Grosvenor Casinos website. Underage gambling is not permitted. Age verification and account checks may be carried out to help prevent access by anyone who does not meet the minimum age requirement.
Customers must not allow another person to use their account, provide access to payment methods or share login details with anyone under the age of 18. If you believe that an underage person has accessed an account or used the website, stop the activity and contact support promptly.
Gambling accounts should be kept secure. Use a strong, private password and log out when using a shared or publicly accessible device. Customers should also take care when storing payment details and personal information.
Parental Controls
Parents and guardians can take practical steps to reduce the risk of children accessing gambling websites. Devices used by children should have suitable parental control software, age restrictions and password protection. Internet service providers, operating systems and third-party applications may offer filtering tools that can help block gambling content.
Keep payment cards, banking information and account credentials secure, and avoid saving login details on devices that children can use. Discuss responsible internet use with children in an age-appropriate way and explain that gambling websites are intended only for adults.
Parental controls cannot replace supervision and may not block every form of gambling-related content. Regularly review device settings and account security, particularly when software, browsers or household devices change.
Tips for Staying in Control
- Decide how much time and money you can afford to spend before you begin.
- Set deposit or loss limits and do not increase them to continue playing after losses.
- Keep gambling separate from essential household spending, bills and savings.
- Do not borrow money, use credit intended for necessities or sell possessions to gamble.
- Take regular breaks and pay attention to how long you have been playing.
- Never chase losses or assume that a win is due after a series of losses.
- Avoid gambling when you feel upset, stressed, tired, lonely or under the influence of alcohol.
- Do not use gambling to solve financial problems or manage difficult emotions.
- Keep a record of gambling deposits, withdrawals and time spent so that your activity remains visible.
- Talk to someone you trust if gambling is affecting your mood, finances or relationships.
- Use a cooling-off period or self-exclusion if you feel unable to stop independently.
- Review your limits regularly and make changes only when you are calm and able to make a considered decision.
Changes to This Policy
Grosvenor Casinos may update this responsible gambling policy to reflect changes to our services, available tools, customer support arrangements or relevant guidance. Any revised version will be made available on the website and will apply from the date it is published unless stated otherwise.
Customers should review this page periodically to remain familiar with the current approach to safer gambling. Continued use of the website after an update indicates that you have had an opportunity to read the revised information. If you have questions about a change or need help applying a responsible gambling restriction, contact the Grosvenor Casinos support team.
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