Terms & Conditions

1. Introduction and Acceptance of Terms

These Terms and Conditions govern the use of Grosvenor Casino Online, accessible at https://grosvenor-online-casino-uk.com/. By registering an account, making a deposit or playing any game on this platform, you confirm that you have read, understood and agreed to every provision set out below in full.
These Terms form a legally binding contract between you and Grosvenor Casino Online. If you do not accept any part of these Terms, you must not use the website or any services offered through it. Continued use of the platform after any published amendment constitutes acceptance of the revised Terms.
Grosvenor Casino Online is operated from Level 4, 275 Grays Inn Road, London, WC1X 8QB, United Kingdom. You can contact us by email at connect@grosvenor-online-casino-uk.com or by telephone on +44 20 3585 1715.

2. Regulatory Status and Licensing

Grosvenor Casino Online holds a remote operating licence issued by the UK Gambling Commission under account number 57924. The platform is fully regulated under the Gambling Act 2005 and operates in accordance with the Licence Conditions and Codes of Practice (LCCP) as published and periodically revised by the UK Gambling Commission.
You may verify the current status of this licence at any time by visiting the UK Gambling Commission’s public register at www.gamblingcommission.gov.uk. The register lists all active licences and any enforcement action taken against licensed operators. We encourage all players to consult this record before depositing with any operator.
Our licence imposes obligations that are enforceable in English law. These include the segregation of player funds from company operating funds, mandatory age verification before any real-money gameplay, independent auditing of all random number generators, integration with the national self-exclusion scheme, and compliance with UK advertising standards. These are not optional commitments. They are legal conditions of operation.

3. Eligibility Requirements

3.1 Age Restriction

You must be at least 18 years of age to register an account or place any wager on Grosvenor Casino Online. It is a criminal offence in the United Kingdom for anyone under the age of 18 to gamble. We apply age verification checks to every new account and reserve the right to suspend any account where age has not been confirmed.
Where automated data-matching does not complete age verification at the point of registration, we will require documentary evidence before any withdrawal is processed. Accepted documents include a valid passport, a UK driving licence, or a government-issued identity card. Until identity is confirmed, winnings will be withheld. If an account holder is subsequently found to be under 18, the account will be closed and all funds returned to the payment method used, less any winnings accumulated.

3.2 Residency and Jurisdiction

The services on this platform are directed at residents of the United Kingdom. Registering or playing from a jurisdiction where online gambling is prohibited by local law is the sole responsibility of the individual concerned. We do not accept registrations from territories where we hold no valid licence and do not constitute a regulated operator.

3.3 Single Account Policy

Each person is permitted to hold one account on Grosvenor Casino Online. Operating multiple accounts is strictly prohibited. Where duplicate accounts are identified, all but the original account will be closed and any bonus funds held in those accounts forfeited. Genuine winnings from real-money play may be paid at our discretion following a review.

4. Account Registration

4.1 Accuracy of Information

When registering, you must provide accurate and complete personal details, including your full legal name, date of birth, residential address and a valid email address. Providing false or misleading information is a breach of these Terms and may constitute fraud. We reserve the right to close any account opened using inaccurate details and to retain any bonus funds credited to it.

4.2 Account Security

You are responsible for maintaining the confidentiality of your login credentials. You must not share your password with any third party or permit anyone else to access your account. All activity conducted through your account is your responsibility, whether or not you have authorised it, unless you have notified us of a security breach promptly upon becoming aware of it.
If you suspect that your account has been accessed without your authorisation, contact us immediately at connect@grosvenor-online-casino-uk.com or call +44 20 3585 1715.

4.3 Know Your Customer Verification

We are legally required under the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 to verify the identity of all customers. This process, commonly referred to as KYC, may be triggered at registration, at the point of a first withdrawal, or at any time we consider it necessary to satisfy our regulatory obligations.
Documents we may request include:

• A copy of a valid passport or UK driving licence
• A recent utility bill, bank statement or council tax letter dated within the last three months
• A copy of the payment card or bank account details used to deposit
• Source of funds documentation where deposits or withdrawal amounts trigger enhanced due diligence thresholds

Processing a withdrawal before KYC is complete is not possible. Submitting documents immediately after registration avoids delays at the point of cashout.

5. Deposits

5.1 Accepted Payment Methods

Grosvenor Casino Online accepts the following deposit methods:

• Visa Debit card (minimum deposit £10)
• Mastercard Debit card (minimum deposit £10)
• PayPal (minimum deposit £10)
• Skrill (minimum deposit £10)
• Neteller (minimum deposit £10)
• Paysafecard (minimum deposit £10)
• Bank Transfer (minimum deposit £20)

Credit cards are not accepted for gambling transactions on this platform. This restriction applies to all Visa and Mastercard credit products and has been in force at all UK Gambling Commission licensees since April 2020, in accordance with a mandatory UKGC policy.

5.2 Deposit Processing

Deposits made by debit card, PayPal, Skrill, Neteller and Paysafecard are credited to your account instantly. Bank transfer deposits may take between one and three working days to appear. We do not charge any fees on deposits. Third-party charges applied by your bank or payment provider are outside our control and are your responsibility.

5.3 Currency

All transactions on this platform are processed in British Pounds Sterling (GBP). If your payment account operates in a different currency, any conversion is handled by your payment provider at their prevailing exchange rate. We are not responsible for any charges arising from currency conversion.

5.4 Deposit Limits

You may set personal deposit limits on a daily, weekly or monthly basis at any time through the Responsible Gambling section of your account settings. Requests to reduce a deposit limit take effect immediately. Requests to increase a deposit limit are subject to a 24-hour cooling-off period before they come into force. This is a mandatory safeguard required by the UKGC.

6. Withdrawals

6.1 Processing Times

Withdrawal requests are subject to the following processing times once your account is fully verified and no active wagering requirement applies to the funds you are withdrawing:

• PayPal: up to 24 hours
• Skrill: up to 24 hours
• Neteller: up to 24 hours
• Visa Debit: 1 to 3 working days
• Mastercard Debit: 1 to 3 working days
• Bank Transfer: 3 to 5 working days

The minimum withdrawal amount is £5. There is no maximum withdrawal limit for verified accounts, though high-value withdrawals may be subject to additional KYC checks in accordance with our anti-money laundering obligations.

6.2 Withdrawal Method Policy

Withdrawals are processed to the payment method used to make the corresponding deposit wherever technically possible. This is an anti-money laundering requirement. Where the original deposit method cannot receive a return transfer, alternative arrangements will be agreed through our customer support team. We do not send withdrawals to third-party accounts.

6.3 Right to Request Documentation

We reserve the right to request additional documentation before processing any withdrawal that triggers enhanced due diligence. This includes but is not limited to large or rapid withdrawals, accounts with unusual deposit patterns, or accounts where the source of funds has not been previously established. Withdrawal processing may be paused pending receipt and review of requested documentation.

7. Bonuses and Promotional Offers

7.1 Welcome Offer

New players who register and make a qualifying first deposit are eligible to receive Grosvenor Casino Online’s welcome package. Current offer details, including the deposit threshold, bonus amount, number of free spins and any promotional code requirements, are published on the Bonuses page at https://grosvenor-online-casino-uk.com/. Terms attached to the specific active offer at the time of registration apply and take precedence over any general reference to a bonus amount.

7.2 Wagering Requirements

Bonus funds and free spin winnings are subject to wagering requirements before they can be withdrawn. The specific multiplier applicable to each offer is stated on the relevant promotion page. For the purpose of general guidance:

• The standard wagering requirement on the welcome bonus is 30x the combined deposit and bonus amount
• Free spin winnings are subject to a 1x wagering requirement with a maximum win of £500 unless stated otherwise in the specific promotion terms
• Slots contribute 100% towards wagering requirements
• Live casino games typically contribute 10% towards wagering requirements
• Some games may contribute 0% and cannot be used to meet wagering requirements

Contribution rates for specific games are detailed in the bonus terms attached to each offer. Playing games with a contribution rate below 100% while bonus funds are active will extend the time required to clear the wagering requirement.

7.3 Maximum Bet Restriction

While bonus funds are active and a wagering requirement has not been fully met, the maximum stake per round or spin is £5 unless the specific promotion terms state otherwise. Placing bets above this limit while bonus funds are in play constitutes a breach of these Terms and may result in the bonus and associated winnings being voided.

7.4 Bonus Expiry

All bonuses carry an expiry period within which the wagering requirement must be completed. The expiry period for each offer is stated on the relevant promotion page. Bonus funds and any winnings derived from them that remain at the point of expiry are removed from your account automatically. Elapsed time cannot be extended.

7.5 Offer Eligibility and Misuse

Bonuses are intended for recreational players. We reserve the right to decline or withdraw a promotional offer where we have reasonable grounds to believe it is being used in a manner inconsistent with normal gameplay, including but not limited to:

• Low-variance gameplay or systematic betting strategies designed to exploit bonus terms
• Coordinated play across multiple accounts from the same household or IP address
• Staking patterns that show no reasonable recreational motive

In these circumstances, we may close the promotional offer without prior notice and void any associated bonus winnings. Real-money deposits remain unaffected.

7.6 Reload and Ongoing Promotions

Reload bonuses, free spin offers and prize draws are available to existing players throughout the year. Each promotion carries its own specific terms published at the time of launch. These general Terms apply alongside any promotion-specific terms. Where there is a conflict, the promotion-specific terms prevail.

8. Game Rules and Fair Play

8.1 Random Number Generation

All games offered on Grosvenor Casino Online that involve elements of chance use certified random number generator (RNG) technology. Our RNG systems are independently tested and certified by accredited third-party testing laboratories including eCOGRA, in accordance with UKGC technical standards. Certification confirms that game outcomes are genuinely random and that the published return-to-player (RTP) percentages are statistically accurate over large sample sizes.
RTP figures for individual games are typically available within the game information or help section. These figures represent the theoretical long-term return across millions of game rounds and do not predict the outcome of any individual session.

8.2 Technical Failures

In the event of a technical failure, disconnection or system error during gameplay, the outcome of the affected round may be recorded by our server logs. Where a round was completed and the result recorded before the failure, that result stands. Where a round was not completed, the stake will be returned to your account. We will not pay winnings on rounds where the outcome cannot be confirmed by server records.

8.3 Game Availability

The games available on this platform are subject to change. Games may be added, modified or removed at any time, including temporarily for maintenance, regulatory review or provider contract reasons. We do not guarantee continuous availability of any specific title.

8.4 Live Casino

Live dealer games are streamed in real time from certified studios operated by our content partners, primarily Evolution Gaming. Live games are subject to the same RNG certification standards as digital games, with the additional element of human dealers and physical equipment operating under studio surveillance. In the event of a clear and obvious dealing error during a live game, the round may be declared void and stakes returned. Decisions made by live dealers in accordance with stated game rules are final.

9. Responsible Gambling

9.1 Our Obligations

Grosvenor Casino Online is required by UKGC Licence Condition 3.4.1 to provide customers with a range of tools designed to support safe and controlled play. These tools are available within the Responsible Gambling section of your account at any time and are free to use.

9.2 Available Tools

The following tools are available to all registered players:

• Deposit limits: Set a maximum amount you can deposit within a rolling day, week or month. Reductions take effect immediately; increases require a 24-hour waiting period
• Loss limits: Set a threshold beyond which no further losses will be permitted within a defined period
• Session time limits: Restrict the duration of individual play sessions
• Reality checks: Receive on-screen notifications at intervals of your choosing, displaying time elapsed and net session result
• Cool-off periods: Temporarily suspend access to your account for a defined period of between 24 hours and 6 weeks
• Self-exclusion: Exclude yourself from the platform for a defined period or permanently

9.3 Self-Exclusion

If you wish to self-exclude, you can do so directly through your account settings or by contacting our support team. Self-exclusion periods range from a minimum of six months to permanent closure. During a self-exclusion period, you will not be able to log in, deposit or play. You will also be removed from all marketing communications.
At the end of a defined self-exclusion period, reactivation is not automatic. You must contact us directly to request reinstatement, and a cooling-off period will apply before access is restored.

9.4 GamStop National Self-Exclusion

Grosvenor Casino Online is integrated with GamStop, the national self-exclusion scheme operated at www.gamstop.co.uk. A self-exclusion submitted through GamStop applies to every UK Gambling Commission-licensed online operator simultaneously, including this platform. We check all new registrations against the GamStop database and will decline to activate accounts for individuals whose exclusion remains in force.

9.5 Monitoring and Outreach

Our platform uses automated monitoring to identify account behaviour that may indicate gambling-related harm. Indicators include significantly extended session lengths, rapid increases in stake size, repeated incomplete withdrawal requests, and patterns of chasing losses. Where these indicators are present, a member of our Safer Gambling team may make contact to discuss the tools available. We may also apply account restrictions as a preventive measure without requiring your consent to do so, as permitted under the UKGC’s Social Responsibility Code.

9.6 Support Organisations

If you are concerned about your gambling or the gambling behaviour of someone close to you, the following organisations provide free, confidential support:

• GamCare: National helpline available 24 hours a day, 7 days a week on 0808 8020 133, or online at www.gamcare.org.uk
• BeGambleAware: Information and self-assessment tools at www.begambleaware.org
• Gambling Therapy: International support including live chat and forums at www.gamblingtherapy.org

10. Anti-Money Laundering

Grosvenor Casino Online complies fully with the Proceeds of Crime Act 2002, the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017, and any subsequent amendments. We have a legal obligation to verify the source of customer funds, monitor transactional activity and report any suspicion of money laundering or terrorist financing to the National Crime Agency.
We will not provide advance notice of any investigation or report made to the relevant authorities. Accounts subject to investigation may be suspended without explanation for as long as the investigation requires.
Players are reminded that the use of casino accounts to layer, conceal or transfer proceeds of crime is a criminal offence carrying serious penalties under UK law.

11. Intellectual Property

All content on this website, including but not limited to game interfaces, software, logos, graphics, text and audio, is owned by or licensed to Grosvenor Casino Online. No part of this content may be copied, reproduced, distributed, transmitted, displayed or otherwise used without our prior written consent or, where applicable, the consent of the relevant content owner.
Your account and the games you access through it are licensed to you for personal, non-commercial use only. You may not reverse-engineer, decompile or attempt to extract the source code of any software made available through this platform.

12. Privacy and Data Protection

We process your personal data in accordance with UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003. The full details of how we collect, store, use and share your personal data are set out in our Privacy Policy, available at https://grosvenor-online-casino-uk.com/privacy-policy/.
In summary, we process your data for the following primary purposes:

• Fulfilment of your account and service contract with us
• Age and identity verification as required by law
• Anti-money laundering and fraud prevention
• Responsible gambling monitoring and compliance
• Customer support communications
• Sending marketing communications where you have consented to receive them

You have the right to access the personal data we hold about you, to request its correction, to request its deletion where legally permissible, and to withdraw consent for marketing at any time. To exercise any of these rights, contact us at connect@grosvenor-online-casino-uk.com.

13. Cookies

This website uses cookies and similar tracking technologies. Our Cookie Policy, available at https://grosvenor-online-casino-uk.com/cookie-policy/, explains which cookies we use, what data they collect and how you can manage your preferences. By continuing to use this website after reviewing the cookie notice, you acknowledge the use of cookies as described in that policy.

14. Limitation of Liability

14.1 No Exclusion of Statutory Rights

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under English law, including rights you hold as a consumer under the Consumer Rights Act 2015.

14.2 Limitation of Other Claims

Subject to clause 14.1, our total liability to you for any claim arising out of or in connection with your use of this platform, whether in contract, tort or otherwise, is limited to the net deposits you have made in the 12 months preceding the event giving rise to the claim.
We are not liable for any indirect, consequential, or speculative losses, including loss of profits, loss of data or loss of opportunity, arising from your use of or inability to use this platform, even if we have been advised of the possibility of such losses.

14.3 Service Interruptions

We do not guarantee that this platform will be available at all times without interruption. Scheduled maintenance, security updates or unforeseen technical issues may cause temporary unavailability. We will endeavour to minimise disruption and provide advance notice of planned downtime where possible, but we are not liable for losses arising from service interruptions where those interruptions are not caused by our negligence.

15. Amendments to These Terms

We reserve the right to amend these Terms at any time. Where a change is material, we will provide reasonable advance notice by email to the address registered on your account, or by displaying a prominent notice on the website. Material changes will not take effect until the notice period has elapsed. Your continued use of the platform following the effective date of any amendment constitutes acceptance of the revised Terms.
If you do not agree to a proposed amendment, you must stop using the platform and close your account before the change takes effect. Any real-money balance held in your account at the point of closure will be returned to you in accordance with our standard withdrawal process.

16. Account Closure

16.1 Closure by You

You may request to close your account at any time by contacting our support team at connect@grosvenor-online-casino-uk.com or by calling +44 20 3585 1715. Any real-money balance remaining in your account at closure will be returned to you within the standard processing times, subject to completion of any outstanding KYC requirements. Bonus funds that have not met the applicable wagering requirement will be forfeited on closure.

16.2 Closure by Us

We reserve the right to close or suspend your account with immediate effect and without prior notice where:

• We have reasonable grounds to suspect fraud, money laundering or criminal activity
• You have breached any provision of these Terms, including providing false registration information
• You are found to be under 18 years of age
• Your account is subject to a court order, regulatory direction or law enforcement request
• You have registered in breach of an active GamStop or other self-exclusion
• We are required to do so to comply with applicable law or our regulatory obligations

Where we close your account under this clause for reasons other than fraud or criminal activity, any genuine real-money balance will be returned to you once the relevant review is complete.

17. Complaints and Dispute Resolution

17.1 Internal Complaints Procedure

If you have a complaint about any aspect of our service, please contact us in the first instance:

• By email at connect@grosvenor-online-casino-uk.com
• By telephone on +44 20 3585 1715
• By post to Level 4, 275 Grays Inn Road, London, WC1X 8QB, United Kingdom

We will acknowledge your complaint within 24 hours and aim to provide a substantive response within 8 weeks. If your complaint relates to a specific game round, please provide your account username, the date and time of the round, the game name and the round or transaction ID where available.

17.2 Alternative Dispute Resolution

If you are not satisfied with the outcome of our internal complaints process, you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) provider approved by the UK Gambling Commission. Details of the ADR provider we are registered with are available on request. You may also refer unresolved disputes to the UK Gambling Commission directly at www.gamblingcommission.gov.uk.
The right to refer a dispute to an ADR provider does not affect your statutory rights as a consumer under English law.

18. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, are governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales for resolution of any such dispute, without prejudice to your rights as a consumer to bring proceedings in the courts of your country of residence where those rights cannot be excluded under applicable law.

19. Miscellaneous

If any provision of these Terms is found by a court of competent jurisdiction to be invalid, unenforceable or illegal, that provision will be severed from the remaining Terms, which will continue in full force and effect. Our failure to enforce any provision of these Terms does not constitute a waiver of our right to enforce it subsequently.
These Terms, together with our Privacy Policy, Cookie Policy and any specific promotion terms, constitute the entire agreement between you and Grosvenor Casino Online in respect of your use of this platform, and supersede all prior representations, understandings or agreements relating to the same subject matter.
Gambling is meant to be a form of entertainment. If it stops being that, the tools in your account and the support organisations listed above are there to help. Please use them.