House Terms & Privacy Policy

Ownership and General Conditions

  1. This casino is licensed by the Local Authority to provide gaming facilities. The licence is held by either Grosvenor Casinos Limited, Grosvenor Casinos (GC) Ltd or The Gaming Group Ltd as advertised (individually “the Company” and together “Grosvenor Casinos”).  Grosvenor Casinos is licensed by the Gambling Commission to operate gaming facilities in Great Britain.
  2. The purpose of the casino is to provide gaming, entertainment and refreshment for customers, within the law.
  3. Grosvenor Casinos is fully committed to upholding the objectives of the Gambling Act 2005, to keep gambling fair, honest and crime free and to protect the young and the vulnerable.
  4. Subject to the overall control of the Company, the casino is under the control of the management appointed by the Company, operating within these House Terms.
  5. Grosvenor Casinos may, from time to time amend these House Terms. Any such amendments will be notified to customers by virtue of a notice displayed in Reception for a period of 14 days and by permanent display of the revised House Terms.
  6. Any questions relating to the rights, powers or duties of the Company under these House Terms shall be solely determined by the Company.
  7. A person in any way aggrieved by any decision made under these House Terms shall have no recourse and shall not make any claim on any grounds whatsoever.

Entry to the Casino

  1. Entry to the casino is confined to persons of at least 18 years of age. Grosvenor Casinos applies a “think 21” policy (“think 25” in Scotland) to comply with licensing requirements. 
  2. Customers may be asked to register their personal details and provide valid photo ID to prove their age and may be refused entry if they cannot provide such proof when requested.
  3. The Company, in accordance with these House Terms, reserves the right to deny entry to any customer, on either a temporary or permanent basis, and shall not be bound to give any reason for that decision, which shall be final and with no recourse to an appeal.
  4. Having registered at one casino operated by Grosvenor Casinos, a customer may then enter other casinos owned by Grosvenor Casinos, subject to any restrictions, legal or otherwise, that may be in force at the time. However,  customers should be aware of the following:
  1. Management at each individual casino reserve the right to refuse admission;
  2. Cheque or debit card facilities in one casino will not automatically be available in any other; and
  3. A customer excluded entry from one casino may also be excluded from one or more other casinos owned by Grosvenor Casinos without any reason being given.
  1. Customers whose personal attire is considered unacceptable to management may be refused entry.
  2. The Company cannot be held responsible for the loss of a customer’s property whilst on the premises, whether or not the property has been entrusted to the care of the casino and whether or not the loss arises through negligence or otherwise.
  3. In the interest of safety, customers may be asked to offer any luggage, bags, etc. for inspection. The Company reserves the right to refuse permission for any article to be taken inside the premises.
  4. Other than guide dogs and other trained assistance dogs, animals are not allowed into the premises.
  5. Customers who allow their registration / loyalty card to be used by any other person to gain entry may themselves be excluded from all casinos operated by Grosvenor Casinos.

Customer Conduct

  1. No customer may use the name of the casino in any form of advertising whatsoever without the permission of the Company.
  2. Cameras or other devices for taking photographs (such as mobile phones) may not be used to take photographs inside the casino without the permission of management.
  3. For the comfort of all customers, management reserve the right to ask any customer to cease using a mobile phone if they believe it to be distracting other customers or otherwise creating a security concern.
  4. No other electronic devices, whether used overtly or covertly, are allowed on the premises without the permission of management.
  5. The Company may share information with other casinos and appropriate third parties about criminal or dishonest acts including collusion, cheating (including obtaining an unfair advantage), fraudulent practice or other unlawful or improper activity.
  6. All customers will have their privacy respected. Unwelcome intrusions, such as seeking autographs, are forbidden.
  7. Social or personal relationships formed between customers and employees are forbidden outside of the Company’s Fraternisation Policy.
  8. Complaints as to the conduct of an employee may be reported to management, but may not be the subject of personal reprimand by any customer.
  9. Any customer who abuses or threatens either an employee of the Company or any other customer may be excluded from all casinos operated by Grosvenor Casinos.

Provision of Facilities

  1. Only games of chance specifically permitted by the Company will be played on these premises.
  2. Information on how to play these games of chance will be made available to customers.
  3. Information on the house edge relating to all bankers games will be made available to customers.
  4. The provision and sale of alcohol on these premises is subject to the hours and conditions applied by the appropriate Premises Licence granted by the Local Authority.

Customer Protection

  1. A customer may ask to be excluded from the casino for reasons of problem gambling and will then be excluded from all casinos owned by Grosvenor Casinos for a period of at least six months.
  2. If, despite the reasonable endeavours of Grosvenor Casinos, a self- excluded customer subsequently gains entry to any Grosvenor Casino whilst the exclusion is still in force, Grosvenor Casinos will not be liable for any losses incurred and will not be able to honour any winnings as a result.

Customer Funds

  1. Any customer funds placed on deposit via the Cash Desk (other than where deposited into your Grosvenor One Account) will not be protected in the event of insolvency and will be forfeited at the discretion of the Company if not claimed within 90 days.
  2. Any slot machine or electronic payment ticket that remains unredeemed and outstanding 30 days after the date of issue will be forfeited at the discretion of management.

Gaming Disputes

  1. Any dispute relating to the conduct of gaming will be subject to the Company’s disputes procedure, copies of which are available to customers in the casino.


  1. Your privacy is very important to us. We do not sell or rent your personal details.
  2. Your personal details will be retained and used in accordance with the terms of our House Privacy Policy.

Grosvenor One Account

  1. If you hold a Grosvenor One Account, please also be aware of the Grosvenor One Account Terms and Conditions which are available to inspect at the reception desk or online at

Contact Centre

  1. Telephone number: 0800 083 1990; E-mail:
  2. Registered office: Grosvenor Casinos, TOR, Saint Cloud Way, Maidenhead, Berkshire SL6 8BN


Last updated on: 5 October 2017


House Privacy Policy

  1. Introduction
    • 1.1 We are committed to protecting and respecting your privacy. This Policy explains the basis on which personal information we hold about you will be processed by ourselves and others.

      1.2 Our casinos are operated by Grosvenor Casinos Limited, Grosvenor Casinos (GC) Limited and The Gaming Group Limited (together ‘Grosvenor Casinos’). Grosvenor Casinos is the data controller and complies with all applicable data protection laws including the Data Protection Act 1998.

  1. Information Collection and Use
    • 2.1  Personal information is collected primarily during the registration process, but is also monitored and collected from your activity in-Club and when you use our site  whether on mobile, tablet or other electronic devices (the “website”).  Personal information refers to such types of information that can be used to personally identify you and which are described in more detail below.

      Types of Information

    • 2.2 You may give us information about you in-Club, on our website or by corresponding with us by phone (we may record such calls), e-mail or otherwise. The information you give us may include but is not limited to your name, age, gender, address, telephone number, e-mail address and bank details.

      2.3 If you create an account during the registration process certain information will be stored by us under your account profile include your username, email address,  password and/or pin number.

    • How we may use that information

    • 2.4 Personal information submitted by you or collected by us will be used for the purposes listed below. We will only collect and retain personal information to the extent that it is required for our purposes.

      2.5 These purposes are to:

      • 2.5.1   carry out our obligations arising from  any contracts entered into between you and us including payment processing;

        2.5.2   verify your identity and undertake checks for the purposes of the prevention of fraud and risk management;

        2.5.3 notify you about changes to our service;

        2.5.4   assist us in setting up and managing your account and to build up an accurate customer profile of you;

        2.5.5   provide you, or permit selected third parties to provide you, with information, offers, products or services which we feel may interest you and contact you, or permit selected third parties to contact you, for market research purposes. If you do not want us to use your information in this way please tick the relevant box on the registration form or contact us by one of the methods described in paragraph 3 below;

        2.5.6  enable us to comply with all regulatory requirements, in particular those relating to the identification of individuals under money laundering legislation;

        2.5.7  sharing your personal information as set out in paragraph 4 below.

        2.6 We may combine some aspects of the information you give to us with information we collect about you. We may use this combined information for the purposes set out above.

  1. Marketing
    • 3.1  If you do not wish to receive promotional or other marketing information from us or third parties then please tick the appropriate opt-out box during the registration process.

      3.2 Alternatively you can easily opt-out of marketing communications at a later date by (a) advising the reception desk for in-Club or (b) sending us an email to for our website.

  1. Disclosure of your Personal Data
    • 4.1 We may share your personal information with any member of our group, which includes The Rank Group Plc and its subsidiaries.

      4.2  We may also share your personal information in the manner set out below:

      • 4.2.1  to reputable marketing partners selected by us for the purposes of selecting and serving relevant promotional materials and adverts to you and others (unless you have told us not to);

        4.2.2   to a third party in the event that all or any part of our business and assets are acquired (or it is proposed that they be acquired) by that third party and, in such circumstances, personal information held by us about our customers is likely to be one of the transferred assets;

        4.2.3   to any competent legal, regulatory or law enforcement authority, in order to comply with any legal obligation or in order to enforce or apply our terms and conditions and other agreements; or to protect the rights, property or safety of Grosvenor Casinos, our customers, or others. In the event of disclosure to a law enforcement authority, you may not be informed of the disclosure or the reasons for such disclosure;

        4.2.4   to exchange information with third parties to verify your identity and undertake checks for the purposes of the prevention of fraud and risk management. To do so we and our agencies may check your details against any database (public or otherwise) and may record, retain, use and disclose such information. Our agencies may use your details in the future to assist other companies for verification purposes.

        4.2.5   to our suppliers to the extent required for them to fully perform their services, such as our payment processors and card issuing banks;

        4.2.6   to our professional advisers;

        4.2.7   to other casinos and appropriate third parties about any criminal or dishonest acts including collusion, cheating (including obtaining an unfair advantage), fraudulent practice or other unlawful or improper activity.

  1. Data Access and Corrections
    • 5.1 You have the right to access information held about you in accordance with data protection laws. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.

      5.2 Written requests should be addressed to The Data Protection Officer at The Rank Group Plc, Statesman House, Stafferton Way, Maidenhead, Berkshire SL6 1AY or by e-mail to

      5.3 Upon receipt of your written request we will disclose to you your personal data held by us. We shall also correct or delete inaccurate details, and notify any third party recipients of the necessary changes.

  1. Trans-Border Data Transfers

    Your personal data may be transferred outside the European Economic Area. Whenever such transfers are effected pursuant to arrangements made by us, we shall enter into agreements requiring the recipients of your personal data to adhere to standards of data protection substantially similar to those prevailing in the European Economic Area.


  1. Changes to our Policy

    We may make changes to this Policy at any time.  Any such amendments will be notified to customers by virtue of a notice displayed in Reception for a period of 14 days and by permanent display of the revised House Privacy Policy.

  1. Contact Centre

    Telephone number: 0800 083 1990


    Registered office: Grosvenor Casinos, Statesman House, Stafferton Way, Maidenhead, Berkshire SL6 1AY


Last updated on: 5 October 2017

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