Grosvenor Casinos Terms & Conditions

 

Grosvenor One Account Terms
General Terms & Conditions
Privacy Policy
House Privacy Policy
  1. Definitions

In these T&Cs, if we say “we”, “our”, or “Grosvenor”, we mean either Grosvenor Casinos Limited (Company Number 00877080), Grosvenor Casinos (GC) Limited (Company Number 08306157) or the Gaming Group Limited (Company Number 04522448). If we say “you”, “your”, or “Customer”, we mean any individual visiting a Grosvenor casino.

 

  1. These Terms and Conditions
    1. If you wish to enter a Grosvenor casino, you will need to agree to these T&Cs. By entering a casino and using our services, we will assume you have read and accepted them. If we change these T&Cs, we will put a notice on display in the casino reception area for a period of 14 days. After 14 days, the changes will come into effect. Again, we will assume you agree to these changes if you continue to visit our casinos.

 

  1. Entry
    1. You must be 18 years old or above to enter our premises. Grosvenor operates a “think 25” policy. You may be asked to provide valid photo ID and further documentation needed to complete our verification checks. You may be refused entry if you can’t provide any of the documents we need.
    2. You may be asked to register your personal details with Grosvenor. Upon registration, you will be assigned a Grosvenor registration number. This cannot be transferred.
    3. We may need to search your personal effects for safety reasons (bags, luggage etc). We may refuse permission for any article to be brought into a casino.
    4. Other than guide dogs and other trained assistance dogs, animals are not allowed into our premises.
    5. We expect all Customers to follow any rules of entry to our casinos. Ultimately, however, Grosvenor may deny entry to any Customer at any time without reason, and our decision is final.

 

  1. Customer Conduct
    1. We expect you to act in a polite, courteous and appropriate manner when inside our premises. We do not tolerate any abusive, discriminatory or obscene behaviour towards our Customers or staff. If we consider you to be acting in breach of this term, you may be removed from our premises and, at our discretion, may also be subject to suspension at one or more Grosvenor casinos.
    2. Although Customers are allowed to use electronic devices such as phones and cameras in our premises, please note:
      1. The use of devices to gain any competitive advantage whilst gaming is prohibited.
      2. You should respect people’s privacy and not post any photos of other Customers on social media without their permission.
      3. We do not allow Customers to film gaming unless management has consented to this. If we do consent, this may come with restrictions attached.

 

  1. Gaming
    1. Only games of chance specifically permitted by Grosvenor can be played in our premises. Please note the following terms which apply to gaming:
  1. Customer funds placed on deposit at the casino’s cash desk (unless deposited into the Customer’s Grosvenor One® Single Wallet Account) will not be protected in the event of Grosvenor’s insolvency. We do not pay interest on any funds held on account by Grosvenor.
  2. Customers are required to redeem any slot machine/electronic payment tickets within 90 days of issue at the venue it was issued by. Any such tickets that remain unredeemed and outstanding beyond 90 days of issue may be cancelled at the discretion of management.
  3. Grosvenor reserves the right to re-validate any results or prizes awarded. A Customer who has received a prize agrees to return it if, in Grosvenor’s opinion, it has been incorrectly awarded.
  4. Customers are only permitted to gamble if they are present in our premises and are not permitted to gamble on behalf of any other individual.
  5. Grosvenor may withhold any Customer funds where we reasonably suspect either that they have been won as result of cheating or collusion, or have been obtained unlawfully. Grosvenor shall undertake an investigation and such funds shall be retained if the investigation confirms that cheating or collusion has occurred or any unlawful activity has taken place.

 

  1. Safer Gambling
    1. Grosvenor is committed to providing a safe and responsible environment. If you are concerned about your gambling, please talk to one of our colleagues or pick up a safer gambling leaflet which provides information on a range of measures available to help you play more safely.
    2. If you have self-excluded from a Grosvenor casino for reasons of problem gambling, or if you have self-excluded from all UK casinos via a national scheme, you will be self-excluded from all Grosvenor casinos for a period of at least six (6) months. You agree to comply with any term imposed on you by the relevant scheme.
    3. During any period of self-exclusion, you agree not to enter or attempt to enter any Grosvenor casino. If, despite our reasonable endeavours you gain entry to a Grosvenor casino during a period of self-exclusion, Grosvenor will not be liable for any losses you incur and will not honour any prizes/winnings.

 

  1. Personal Data
    1. Please read our Privacy Notice (available in our club and online: https://www.grosvenorcasinos.com/static/house-terms-privacy/#housepolicy) which explains how we collect and use your personal information.

 

  1. Suspension
    1. We may suspend you from one or more Grosvenor casinos at our discretion if, for example, we consider that you have acted in breach of these T&Cs or any applicable law. Suspension may be temporary or indefinite and shall remain in place until such time as we decide to lift the suspension. Any lifting of a suspension may also come with conditions attached. Failure to comply with the conditions may result in the suspension being re-imposed.
    2. During any period of suspension, you agree not to enter or attempt to enter any Grosvenor casino. If, despite our reasonable endeavours you gain entry to Grosvenor casino during a period of suspension, Grosvenor will (i) be entitled to remove you from the relevant casino immediately, and (ii) not be liable for any losses you incur and will not honour any prizes/winnings.

 

  1. Disputes
    1. If you have a complaint about any of our services, you can raise this with the casino’s Duty Manger in the first instance. Alternatively, information regarding our disputes process is set out in our Disputes leaflet which can be obtained either from the casino’s reception area or online: https://www.grosvenorcasinos.com/complaints-policy.

 

  1. Liability
    1. This section sets out our legal liability to you. You agree that all personal property and effects are brought into our premises at your own risk and that you are responsible for keeping them safe and secure. Grosvenor does not accept any responsibility for the loss or damage to your personal property.
    2. We do not exclude or limit our liability to you for fraud, death or personal injury resulting from our negligence, or any other liability which we may not limit or exclude under applicable law.
    3. To the extent permitted, we will not be responsible to you or any third party in any way:
    1. For any indirect, special or consequential losses or damage, however caused and whether foreseeable or not; or
    2. For any conduct of any third party or customer, including anything said or done by them which may be discriminatory, defamatory, abusive or obscene or which could cause offence.

 

  1. Governing Law & Jurisdiction
    1. These T&Cs are governed by and construed in accordance with the laws of England and Wales. You and Grosvenor agree that any legal proceedings regarding these T&Cs or the services provided shall be brought in the English Courts.

 

Effective from 8 July 2024