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Contact Grosvenor Casinos

For information and help relating to a Grosvenor Casino near you, your first port of call should be to search for your nearest Grosvenor Casino and call or fax the number given on the casino's page. You can also see our list of UK Casinos.

Customer Service for grosvenorcasinos.com

If your query relates to your online experience at grosvenorcasinos.com, or your local casino is unable to help you, our helpdesk is available 24 hours a day, 7 days a week:

Please note: calls to or from our contact centre may be recorded for training and quality purposes.

Grosvenor Online Complaints Process

Although we hope that you never have cause to complain, we would ask that should you have a complaint that you raise this as soon as possible, so that we can address any concerns you have.

We pride ourselves on dealing with complaints in a fair and appropriate manner. Our aim is to show you that we have understood your complaint, taken it seriously and we aim to explain any steps we can take to address the issue.

We will always seek to resolve complaints when you first contact us. Your feedback can be given through our Customer Service Team.  They will all do their best to help you.

For all stages of our complaints process, we aim to complete a response to you within 10 working days of receiving your formal complaint.

Stage 1

If you are unhappy with our initial response, your complaint would be escalated to the Customer Services Duty Manager. At this stage we would discuss with you whether we can resolve your issue at this point or if we would progress matters as a formal complaint.

Stage 2

If you are not satisfied with our response at stage 1, we would ask that you let us know why you remain unhappy and outline any outstanding concerns that you have. In addition, we would ask at this point that you let us know what you would consider to be a satisfactory resolution to your concerns.

We will then make an assessment on whether or not an appropriate response has been provided at stage 1 and a decision will be made on each point of your complaint. Depending on the issue, a response at stage 2 could be provided by the Customer Services Correspondence Manager.

Stage 3

If you are not satisfied with our response at stage 2, we would ask that you let us know why you remain unhappy and outline any outstanding concerns that you have.

The matter would then be referred to Senior Management who will review the complaint and make an independent assessment on whether or not an appropriate response has been provided at stage 2.

This represents the final stage of Grosvenor ’s internal complaint process.

Dependent upon our final response, you may choose to escalate matters further with our Alternative Dispute Resolution (ADR) service.

If your complaint relates to a gaming issue and you wish to escalate the matter, having followed our complaints process, you should proceed with one of the three options detailed below.

  • UK residents may contact an Alternative Dispute Resolution Service (ADR), a service provided by the Independent Betting Adjudication Service (IBAS) who may be contacted at ibas-uk.com, by telephone 0207 347 5883 or by writing to IBAS, PO Box 62639, London EC3P 3AS.
  • Non-UK residents may contact the Alderney Gambling Control Commission (AGCC): https://www.gamblingcontrol.org/?s=complaints
  • You may also use the Online Dispute Resolution (ODR) platform (http://ec.europa.eu/consumers/odr/) to refer your dispute to IBAS, however, if you choose to use the ODR platform you would not be referring your dispute directly to IBAS and this may then prolong the process of resolving your dispute.

Contact Details

Customer Services
PO BOX 37354
London
N1 2WT

Telephone: 0800 083 1990
Email: support@grosvenorcasinos.com
Last updated on: 24th May 2016

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