Grosvenor Casinos Terms & Conditions

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.

These Terms and Conditions

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.

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.

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.

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:

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.
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.
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.
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.
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.

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.

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.

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.

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.

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:

For any indirect, special or consequential losses or damage, however caused and whether foreseeable or not; or
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.

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

House Privacy Policy

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 in respect of our retail venues 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.

1.3 Grosvenor Casinos is a member of The Rank Group Plc group of companies (‘Rank Group’) which operates gaming venues in Europe and digital gaming sites, including the Bella Casino, Enracha, Luda Bingo and Mecca Bingo brands.

Information Collection and Use

2.1 Personal information is collected during the registration process, from your activity in-Club and when you communicate with us in person or by telephone, e-mail or otherwise (and we may record such communications).

2.2 We may also obtain personal information from third parties such as Experian and public sources, including social media. This may include information to check your age, identity, source of funds and to prevent fraud or other illegal activities.

2.3 We may combine some aspects of the information you give to us with the information we collect about you.

2.4 We use CCTV cameras throughout our premises and these may capture images of you while you are there.

Types of Information

2.5 The information you give us or that we may collect may include your name, age, gender, date of birth, image, address, telephone number, e-mail address, bank details and other identity and source of funds information.

How we may use that information

2.6 Personal information given by you or collected by us will be used for the purposes listed below. We will only collect and retain it to the extent that it is required for these purposes.

These purposes are to:

2.6.1 create and maintain your account with us and to build up an accurate customer profile of you to deliver our service in our legitimate interests and/or under the agreement between us;
2.6.2 carry out our obligations arising from our agreement, including payment processing.
2.6.3 verify your age, identity and source of funds, undertake checks for risk management and the prevention of fraud for our legitimate interests of ensuring that use of our services is lawful and non-fraudulent and/or to comply with our legal obligations;
2.6.4 notify you about changes to our service for delivering our service under the agreement between us;
2.6.5 provide you, or permit other companies within the Rank Group to provide you, with information, offers, products or services which are similar to or related to those we provide or to contact you for market research purposes. We will only use your information in this way in accordance with laws relating to marketing directly to individuals, and/or in the pursuit of our legitimate interest of marketing our business; and
2.6.6 to disclose it to third parties in accordance with clause 4 below in our legitimate interest and/or for the reasons set out in clause 4.

Marketing and consents

3.1 You may from time to time be asked to give your consent to your information being used for specific purposes, including marketing.

3.2 If you wish to alter your consent preferences at any time please notify us by e-mail to support@grosvenorcasinos.com or speak to a receptionist. It may take us a short time to action these preferences.

Disclosure of your Personal Information

4.1 We may share your personal information with any member of the Rank Group for administrative purposes.

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

4.2.1 to marketing partners selected by us for the purposes of selecting and serving relevant promotional materials and adverts to you. We will only do this with your consent;
4.2.2 to any third party and their advisors if all or any part of our business or assets is intended to be sold to that third party and the personal information held by us is likely to be one of the assets transferred;
4.2.3 to any legal, regulatory or law enforcement authority to comply with any legal obligation, to enforce our House Terms or to protect the rights, property or safety of Grosvenor Casinos, its customers or others.
4.2.4 to exchange information with third parties to verify your age, identity and source of funds, undertake checks for risk management and the prevention of fraud and to comply with all regulatory requirements. To do so we and our agencies may check your details against any database (public or otherwise), make other enquiries and record, retain, use and disclose such information to others. Our agencies may use your details in the future to assist other companies for similar purposes. These agencies may include C6 Intelligence Information Systems, Experian, GB Group and Kroll Associates;
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. This may include Barclays Bank;
4.2.6 to our professional advisers;
4.2.7 to other casinos and appropriate third parties about any suspected criminal or dishonest acts including collusion, cheating (including obtaining an unfair advantage), fraudulent practice or other unlawful or improper activity.

Access and Corrections

5.1 You have the following rights over the way we process personal information relating to you. We aim to respond without undue delay, and within one month at the latest:

to ask for a copy of your personal information that we are processing and have inaccuracies corrected;
to ask us to restrict, stop processing, or to delete your personal information;
to request a machine-readable copy of your personal information, which you can use with another service provider. Where it is technically feasible, you can ask us to send this information directly to another provider if you prefer; and
to make a complaint to the Information Commissioner’s Office.

Cross-Border Information Transfer

Where we transfer your personal information outside of the EEA, we have agreements in place with those parties which include standard data protection clauses to ensure that appropriate safeguards are in place to protect your personal information.

Retention Periods

We will cease use of your personal information for marketing purposes no more than two years after your last transaction with us. We typically retain your personal information for seven years from when our relationship ends us to satisfy our regulatory obligations, including anti-money laundering regulations. If we hold any information relating to problem gambling matters or any suspension or termination of your account, we may hold this for a longer period, as we reasonably deem necessary.

Security

We will take all reasonable technical and organisational precautions to prevent the loss misuse or alteration of your personal information. Please be aware that, although we endeavour to provide reasonable security for information we process and maintain, no security system can prevent all potential security breaches.

Changes to our Policy

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

Contact Centre

If you have any questions or requests please contact us at:

Telephone number: 0800 083 1990

E-mail: support@grosvenorcasinos.com

Registered office: Grosvenor Casinos, TOR, Saint Cloud Way, Maidenhead, Berkshire SL6 8BN

Last updated on: July 2024