Our helpdesk is available between 08:00 and 23:59, seven days a week and there are four ways to get in touch:
Please note: Calls to or from our contact centre may be recorded for training and quality purposes.
For additional information on a particular Grosvenor Casino, please contact your local casino.
We strive to deliver an excellent service at all times but occasionally we have customers who are unhappy with our service. We are committed to responding to these customers promptly and in a fair and appropriate manner.
Please see below for our complaint process:
Our customer service team are fully trained in all aspects of the services that we provide and will try their utmost to address any issues you may have. So, we would recommend in the first instance you contact our customer service team (by telephone, email or chat) to assist you with any concerns you have.
However, if you are not satisfied with this response you are welcome to escalate this issue to a Team Manager. They will do all they can to assist you. If necessary they may need to investigate further and it may not be possible to deal with this on the phone so they will make arrangements for this to happen and contact you once they have a resolution. You will be given the name and status of the person who will be handling this for you.
We aim to provide this within 5 working days but will obviously strive to respond more quickly if possible. This will depend of course on the complexity of the issues raised.
However, if after following our complaints process you wish to take your complaint further, for gaming issues customers can contact our governing body, The Alderney Gambling Control Commission, by letter, fax, or email:
The Alderney Gambling Control Commission
St Anne's House
Queen Elizabeth II Street
Enquiries should be addressed to the Office Administrator.
PO BOX 37354
Telephone: 0800 083 1990