Grosvenor casino self exclusion
Declined - as this complaint involves a self-exclusion issue against a UKGC licenses operator we cannot currently help with this issue.
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Grosvenor – listing self exclusion
Ruling
Declined - as this complaint involves a self-exclusion issue against a UKGC licenses operator we cannot currently help with this issue.
Player's complaint
Firstly, I'd like to be open, I am an excluded player with just about every UKGC licensed premises. I'm sorry to contact you on here but I didn't know where else to turn.
On 12/01/2015, I excluded from grosvenor casino for a period of 5 years. I exclude from so many casinos that I often forget when I excluded and for what duration. During a recent (and way too frequent) relapse, I sent an email asking if I could reopen my account. I was told I could do so (just 2 years into my self exclusion) provided that I provided a letter stating that I would't hold the casino responsible if I lost. Of course, admitted and desperate to play, I complied. My account was reopened, 2 years into my 5 years self exclusion and I lost over £5,000, soured from loans, credit cards and payday loans. This operator's lack of respect of responsible gambling and indifferent attitude to people with illnesses such as mine, in pririty of profits, is not only abhorrent, I also suspect it is a breach of their UKGC license and I will action to be taken. I cannot afford to lose this money. I am suicidal. I thought by implying a self exclusion for 5 years I'd protected myself. Please help me take action against this casino group. They believe they're too big to be affected by this. I will contact anyone who will listen until somebody acknowledges that they have made a grave mistake. Please respond or help me escalate this to a sufficient complaint department. I just want to be able to exclude, beat these demons without opportunist companies taking advantage during moments of weakness
1 response
Unfortunately there's not going to be anything we can do to help in this instance. As a UKGC accredited alternative dispute resolution service we have to work within their framework. Further to this, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case we aren't be allowed to engage with this type of complaint.
As such if you want your case reviewed further you’ll need to submit it to the UKGC at this email address [email protected]
Our current understanding is that the UKGC will review complaints in a general sense with regard to whether or not their policies have been upheld or need to be updated and this process may result in the operator returning your funds if on review the UKGC establish that gambling protection policies were not correctly adhered to.
Keep it fun
The rank group’s guide to responsible gambling
Help with self exclusion
If you believe that you have a problem with gambling, or just think you should take an enforced break from doing so, our land-based premises and online gaming sites all offer the option to “self-exclude” yourself.
If you exclude yourself from a mecca bingo club, you will automatically be enrolled in the national scheme and will be excluded from all bingo clubs in the UK.
If you exclude yourself from a grosvenor casino, you will be enrolled in the national scheme SENSE (self-enrolment, national self-exclusion), unless you request otherwise, and will be excluded from all casinos in the UK.
Exclusion from the online or mobile sites applies to all sites operated by mecca bingo or grosvenor casinos. You can also elect just to take a short break for a period of your choice as explained below.
You are strongly advised to also exclude yourself from any other gambling premises or websites where you otherwise play or bet, as we are unable to pass on your request to other companies. If you want to prevent access to all online gambling licensed in great britain, we recommend that you register at www.Gamstop.Co.Uk. Gamstop is the national online self-exclusion database for online gambling.
If you do feel that you have a gambling problem, self-exclusion is advisable but should be used in conjunction with other self-help measures, such as seeking help and guidance from www.Gamcare.Org.Uk or other support agencies listed here.
Please be aware that it is ultimately your own responsibility to uphold a self-exclusion but we will make every effort to stop you playing on the specific on line account, or from entering a mecca or grosvenor land-based business, from which you have excluded. However, should you manage to enter one of our mecca or grosvenor premises by whatever means, or open a new online account by using different personal details of any kind, we will not be responsible for any losses you may subsequently incur as a result of your circumventing the self-exclusion process. We may also withhold winnings in certain cases.
We also strongly recommend that you “unfriend” and / or “un-follow” yourself from any facebook, twitter or other social networking accounts that you may be linked to for land-based grosvenor, mecca or other gambling operations. Due to the nature of these sites, which are not linked to our membership data bases, it is not otherwise possible to prevent you from receiving or seeing gaming related messages that may be issued to friends or followers.
When excluding at a mecca bingo or grosvenor casinos premises, you may also ask to exclude yourself from our online gaming sites, being bingo, casino and poker sites operated under the mecca or grosvenor casinos brand names.
If you exclude yourself from online gaming you will similarly be advised how you can exclude from either or both of our land-based bingo and casino businesses via the national schemes.
Self-exclusion will normally be implemented within twenty four hours but you should allow up to a week for a national self-exclusion to be applied to other operators. Once you have self-excluded, you may not apply to re-instate your membership or online account for at least six months.
We will not send you any marketing material inviting you to gamble whilst you are self-excluded. Any funds that you held on deposit at the time of self-exclusion will be refunded to you accordingly. Please note that it may take up to fourteen days for your name to be removed from our marketing databases.
Self-exclusion across the UK bingo industry, including mecca bingo land-based premises
If you wish to self-exclude from mecca bingo (or from any other land-based bingo operator), just visit your local mecca club where a trained member of staff will be able explain the national scheme. To join the scheme you will be asked to complete a self-exclusion form and have your photograph taken. Please be assured that no personal information will be shared with other operators other than the basic details entered into the national database at the time of registration to ensure that other operators can use it to exclude you from their own bingo clubs. The bingo association or its members does not share or sell personal data to third parties.
Alternatively if you do not wish to visit a licensed club, you can request self-exclusion by following the process detailed on the bingo association website.
The minimum period of self-exclusion you can request is six months, and your exclusion will automatically remain in force for a further period of six months at which time it will then lapse. However, you may apply for reinstatement at any time during the six months following your stated exclusion period. In some cases mecca may additionally and independently ask you to apply for reinstatement even when your national self-exclusion has lapsed.
Self-exclusion across the UK casino industry, including grosvenor casinos’ land-based premises
The UK casino industry has combined to create a national scheme called SENSE (self-enrolment, national self-exclusion) to self-exclude a customer from every UK casino with just one request.
It is a simple process to join SENSE – just ask at any grosvenor casino reception about SENSE and you will then need to speak briefly to a manager who will register you onto the SENSE national database electronically. Please be assured that no personal information will be shared with other operators other than the basic details entered into the SENSE database at the time of registration (name, address, date of birth and a photo) to ensure that other operators can use it to exclude you from their own casinos. SENSE does not share information with other organisations or financial institutions.
Alternatively you can download a SENSE enrolment form, which you can then email to informationcentre@rank.Com together with a recent head and shoulders photograph (in jpeg format). Please ensure that you complete all sections of the form and it is signed and dated on both pages. A leaflet is also available giving full details of the SENSE scheme, including the terms and conditions.
A SENSE national self-exclusion cannot be removed for at least six months, after which time you may apply to do so at any casino. Having been removed from the SENSE database, you would then need to apply for re-instatement at grosvenor casinos and / or whichever casinos you then wanted to visit.
To find out more information about the SENSE scheme please visit the national casino forum.
If you wish to self-exclude only from land-based grosvenor casinos’ premises you can do this by asking for a form at your local casino. The completed form should then be handed to a member of the team (preferably at reception). Alternatively, you can download the self-exclusion form and hand this to reception at your local grosvenor casino. A minimum period of six months exclusion equally applies. However, we strongly recommend that you enrol in SENSE, the national scheme.
Self-exclusion from online gaming sites operated by mecca bingo or grosvenor casinos
It is also very simple to self-exclude yourself from our online betting, casino, poker or bingo sites. We offer periods of self-exclusion from six months to five years. You can use the automated feature in the responsible gaming section of my account. Alternatively you may call, email or write to our customer service desk on the numbers below. Please provide your full name and address, date of birth, your membership number. If you are sending your details by email, please do so from the address associated with your account to avoid any confusion.
Ways to exclude
Meccabingo.Com:
Telephone
- From the UK: 0800 083 1988
- From abroad: +44 800 083 1988
- Customer services, mecca bingo, TOR, saint-cloud way, maidenhead SL6 8BN
Grosvenorcasinos.Com
Telephone
- From the UK: 0800 083 1990
- From abroad: +44 800 083 1990
- Customer services, grosvenor casinos, TOR, saint-cloud way, maidenhead SL6 8BN
If you would like to prevent access to other online gaming, sports betting or gambling sites, visit www.Gamblock.Com, which can block access to gambling sites across the internet and prevent unrestricted gambling online.
Take a break (online only)
If you would like to take a temporary break from gambling on-line, you can choose a break period from 1 day up to 6 weeks. You can use the automated take a break feature in the responsible gaming section of my account.
If you wish to take a break for a different length of time, please contact customer support and a member of our team will be able to help you. By choosing to take a break, you will not be able to access your account and you will be prevented from gambling until your break period has finished. Once you have confirmed that you wish to take a break, we will be unable to reverse this process. You may extend your break period at any time by contacting our customer support team.
Your break will end automatically once the selected time period has passed and your account will be re-opened at this time.
Opt-in to self-exclude from other forms of gambling
If you decide to self-exclude from our businesses, we strongly advise that you also exclude yourself from all other forms of gambling that you may use.
Unfortunately, whilst we help you to join the bingo or casino industries national self-exclusion schemes, we cannot do so for other forms of gambling (i.E. Bookmakers, arcades and the online industry). However, other than the online sector, these sectors also operate their own industry-wide schemes.
You can quickly find details of how to join their schemes via the opt-in to self-exclude website
6 ways to manage your gaming online
With our games and tables being packed with fun, it’s important for us, and you, that we reiterate how to keep things affordable and enjoyable online. You know that we take responsible gambling very seriously here at grosvenor casinos, and we’ve got great tools to keep you safe online and connected with us if you need any help.
Here are 6 ways you can manage your gaming online.
Deposit limits
We want you to be able to keep your play within affordable levels, and an easy way to do this is with deposit limits. We’d strongly suggest you set a deposit limit that’s low enough to keep your play enjoyable. To set your limit, head to your account preferences, then visit the ‘responsible gaming’ tab.
Updated deposit methods
From 27th march, we’re welcoming further regulations on deposits that will remove the use of credit cards when making payments. There are plenty of safe and secure ways you can deposit with grosvenor casinos, including; paypal, debit cards, visa checkout and paysafecard.
Reality checks
If you want to keep track of regular or lengthy sessions, you can opt in for ‘reality checks’. It’s a great way to monitor your session time. You can set a reminder from 30 minutes, right up to 2 hours.
Take-a-break
Occasionally, we all benefit from a digital detox, and that’s where take-a-break comes in. Choose a short time period, from 24 hours to 6 weeks, and we’ll pause your account for you. It’s just a temporary break, and everything will be just as you left it after your preferred time period is up.
Self-exclusion
Similar to take-a-break, self-exclusion is a more formal process and periods are typically a bit longer. If you need to, you can suspend your account for at least 6 months, right up to 5 years. This also means you’ll stop receiving our marketing emails and messages. If you’d like to know more about self-exclusion, you can contact our customer services or have a read of the information available at GAMSTOP.
We’re always on hand
If you’d like to discuss any of the advice or measures listed, here’s how you can get in touch:
– email us at support@grosvenorcasinos.Com
– live chat on grosvenorcasinos.Com
If you’d like to know more about our approach to safer gambling, there’s more information at keep it fun – our dedicated website loaded with resources and information. Or, you can go to your account preferences, then click the ‘responsible gaming’ tab to get more info, set your limits, take a break and more.
Keep it fun
The rank group’s guide to responsible gambling
Keep it fun when playing in a grosvenor casino
For most people, a visit to a grosvenor casinos is what it should be, a fun and sociable way to spend their time. However, for the minority, gambling in a casino can become a problem
Whilst the vast majority of players will never experience any problems, playing responsibly is not confined to those who either have a gambling problem or are most at risk of developing one. It is the best approach for EVERYONE to enjoy playing at a grosvenor casinos or any other gambling outlet.
At grosvenor casinos, we are committed to helping our customers to keep it fun, by providing a safe and responsible environment and offering support to those who demonstrate that they are unable to stay in control of their gambling.
In all of our casinos, we offer help by:
- Providing extensive training to our teams to be able to monitor behaviour that might give rise to concerns and to assist our customers by directing them to appropriate help and information.
- Allowing customers to set limits on how much they can draw at the cash desk.
- Providing leaflets detailing the information otherwise provided on this site and allowing customers with concerns about their gambling to “self-exclude” nationally from all casinos in the UK by enrolling in the SENSE scheme to prevent them from making further visits. This is as simple as visiting any grosvenor casino and speaking with a manager who will help with the quick and simple enrolment process. Alternatively, download an enrolment form together with a leaflet, giving full details of the SENSE scheme, including the terms and conditions.
- Providing information that will help you identify and prevent problem gambling at an early stage and details about useful charities and support agencies who can otherwise offer specific counselling, help or treatment to those with a specific gambling problem at whatever level.
How will I know if I have a problem?
A good way to gauge whether your gambling is no longer fun, and may be getting out of control, is to ask yourself the following questions:
- Do you find yourself reliving previous gambling experiences and thinking of ways that you can get more money to gamble?
- Have you needed to increase your gambling stake more and more to get the excitement you are looking for?
- Do you suffer mood swings, irritability and agitation when you are not gambling?
- Do you think that you gamble to escape other issues or problems in your life?
- Have you ever claimed to be winning from gambling when, in fact, you are losing?
- Have you tried, in the past, to reduce either the time or money that you spend gambling and been unsuccessful?
- Have you ever been tempted to commit an act of dishonesty to finance your gambling?
- Have you ever gone back to gamble, on another day, to win back your losses?
- Have you ever hidden your gambling from people who are important to you in your life?
- Have you borrowed money, from any source, that you have been unable to pay back because of your gambling or are you otherwise in debt as a result of gambling?
- Have you ever sold any possessions to obtain money to gamble or pay gambling debts?
- Do you find yourself breaking promises, to family and friends, so that you can gamble instead?
If you answer “yes” to any of these questions, then you may need to take control of your gambling, using the information below. You can also take the confidential ‘worried about your gambling’ quiz on the gambleaware website and try out their gambling calculator to give you an indication whether your gambling is becoming a problem.
What should I do if I think I have a problem?
The first step in taking back control is to be completely honest with yourself and accept that there is a problem, but that you have the will to confront it. Having done so, you have taken the biggest step to addressing the issue. It may be that simply standing back and realising that you have been displaying some of the above behaviours is enough to make you adjust your approach and allow you to resume control. Alternatively, you may feel you need help, advice and support.
You can talk in confidence to the general manager or duty manager at your local grosvenor casinos or anyone else in the senior team who you may feel comfortable speaking to. They all understand the issues involved and have been specially trained to provide you with information and guidance. Alternatively, speak to someone else from your own circle of family or friends who you know and trust.
Never be afraid or embarrassed to ask for help.
Practical steps to help you stay in control:
- Ask someone you trust to handle your money for an agreed amount of time (for example, three months);
- Don’t use your ATM / cash point, debit or credit cards to draw funds to gamble with.
- Reward yourself for “gambling free” periods by spending the money you saved on something for yourself or your family.
- It all else fails – stop gambling. You can easily self-exclude nationally from casinos in the UK by asking to join the casino industry’s national self-exclusion scheme, SENSE (self-enrolment, national self-exclusion). If you believe exclusion is the best option for you, it is advisable to take an appropriate break from ALL forms of gambling and exclude yourself from any other gambling premises or web sites where you otherwise play or place bets. For information and help on how to self-exclude, please click here.
- Use a calendar to mark each day that you don’t gamble, so that you can see the progress you are making.
If you need further detailed advice, or more specific help and counselling, please click here to find contact information for some of the excellent gambling support agencies available, such as gamcare.
Experience online casino games with grosvenor
Welcome to grosvenor casinos, where you can play a wide range of games including poker, blackjack, and roulette. There’s something for everyone – join our online live casino or try your hand at a table game. You can also take part in sports betting on a variety of events, such as football, horse racing, or rugby union.
Once you’ve signed up, there are plenty of casino promotions to take advantage of. Explore everything grosvenor casinos has to offer to find the best online casino games.
How to play casino games online
Our online casino is designed with you in mind. At grosvenor casinos we have almost 50 years’ experience in the gambling business and we’ve used that knowledge and expertise to create an accessible website, filled with top-class online games.
Get started and create an account with us:
- Click the join button in the top-right corner of the homepage. If you’re already a member of grosvenor casinos then you can simply login using the details you’ve already given us. Otherwise, you can register as a new customer.
- Once your account is set up, you can take advantage of our generous welcome offers and make your first deposit. Then you can play our online games whenever you choose.
- Use the tabs at the top of the screen to browse our extensive selection of live casino, slots & games, table games, or poker games and tables. We’ll remember which games you’ve played and help you find your favourites next time you visit the site.
- If you’re looking for an authentic experience, try our live casino games. These immersive tables include a variety of classics, such as live blackjack, live baccarat, live roulette, and live poker, all presented to you in stunning HD. Our dealers and live hosts will always be welcoming and happy to help, whether you’re playing online or using our app.
- If you prefer to spin the reels, you’ll find a huge selection of games on our slots page. With hugely popular online casino games, a variety of themes and thrilling features – our stakes start from as little as 10p, so you can play on a budget.
Online casino rules
We strive to offer a relaxed and welcoming environment where you can play our casino games online. However, just as when you visit one of our physical casinos, there are rules that still apply:
Whether on or offline, all players must be over 18 years of age.
Once you’re registered with us, read the rules of the game you want to play. Do this by hovering over its icon and clicking ‘find out more’. This will give you a description of what’s involved, information about unique features, pay-out details, and the min/max stakes. We also usually offer free demo play and often provide in-game screens with further detailed information.
If you want to learn more about our casino games, head over to our youtube channel. Here, you’ll find useful informational videos like how to play blackjack, what to wear to a casino, and casino etiquette. For more advice, read on.
Sports betting
At grosvenor casinos, our online sports betting brings you the best in fixed odds and live betting for all of the biggest games.
We have many sporting events that you can get the odds on, such as football, horse racing, rugby union, and tennis.
Frequently asked questions +
�� what is the welcome offer for new players?
When you join our online casino, we'll give you a £20 matched deposit bonus and £10 classic slots or live casino bonus on top of your first online deposit.
Simply sign up and deposit £20 or more.
Once you’re signed up, you can use your welcome bonus on our slots, table games or live casino.
Offers available on first deposit only. Wagering requirements apply. Bonuses may exclude some games. T&cs apply.
�� which casino games are the most popular?
If you’re interested in trying out the most popular games, whether it's slots, poker, or online baccarat, you can easily find them on our homepage under the most popular section.
These are some of our most popular games at the moment:
- Luck O’ the rainbow - luck O’ the rainbow is a 5-reel, 20-payline slot game. Join the adventure to the end of the magical rainbow where a leprechaun awaits! This slots game has many fun features, including the lock and win spin, pots O’ cash re-spins, and free spins.
- Lucky lady charm deluxe - watch as the reels on this slots game are enchanted with symbols of fortune. Lucky lady charm deluxe has 5 reels, 10 paylines, and one bonus feature for your enjoyment.
- Live roulette - you can choose from a selection of roulette games, including classic tables and VIP play. Our live roulette tables are available 24/7.
- Live blackjack - choose from a selection of tables, including classic rules and VIP play. Side bets and multi-hand blackjack are all available to play. Our live blackjack tables are also available 24 hours a day, 7 days a week.
- Lord of the ocean - the lord of the ocean has a number of fun features, including expanding symbols and free spins! You can enjoy this 5-reel, 10-payline slot for real money, or play the free version.
- Buffalo wild - if you’re a fan of western-themed slots, this casino game is ideal for you. Buffalo wild is part of our originals collection of online slots and games, and has many special features including free spins, diamond free spins, and the bonus wheel.
With these and even more popular casino games, you’ll never run out of options. Join our online casino to experience our wide range of fun casino games.
�� is it safe to play online casino at grosvenor?
For customers in great britain, you can rest assured that whether you’re playing at our land-based casinos, or online, grosvenor casinos is licensed and regulated by the UK gambling commission. For non-GB customers playing at our online sites, we are licensed by the alderney gambling control commission.
In addition to this peace of mind, you should know that your privacy and security is our number one priority and we use advanced security technology to ensure your information is protected.
At grosvenor casinos, we’re also strong advocates for playing it safe and have numerous methods to keep things fun for our players, both online and in-casino. These include:
- Reality checks
- Take-a-break
- Deposit limits
- Self-exclusion
We offer continued support to our customers through unparalleled customer services. For more advice, visit gamcare.
When you’ve signed up with grosvenor casinos, you can rest assured that your online safety is taken care of while you’re enjoying our range of slots, classic casino games and live casino experiences.
�� how to join grosvenor casinos?
You can sign up online in just a few minutes! Follow our step-by-step guide for detailed steps on how to register with us.
Once you’ve created your account, you’ll unlock a wide variety of great online games, with amazing promotions, bonuses, and more. Complete your registration to join the fun at grosvenor casinos.
�� what is the best online casino to play at?
You’d expect us to say grosvenor casinos, but do you know why? We’ve been running brick-and-mortar casinos since 1970, and now we bring those decades of expertise to you with our online casino. From blackjack to roulette, and baccarat to poker, we’ve got something to suit every playstyle and preference, as well as exclusive games you won’t find anywhere else. And the best part? You don’t even have to leave your house.
�� what is RTP?
RTP stands for ‘return to player’, and is a term that describes the potential chance that a player has of winning a prize when playing online slots. A higher RTP means that the slot has a higher chance of paying out, while a lower RTP means you have less chance of winning.
The RTP percentage is an average calculated over a long period of plays, not each time the game or slot is played. The RTP percentage is generally measured between 10,000 and 100,000 plays or more to accommodate for bonuses and randomly activated features.
After you’ve checked out the RTP for your favourite game, join our online casino to begin playing!
So, let's see, what we have: declined - as this complaint involves a self-exclusion issue against a UKGC licenses operator we cannot currently help with this issue. At grosvenor casino self exclusion
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