Contact our Grosvenor Casino team
Our care team is here round the clock. Live chat answers in under two minutes on average, and email replies land within 24 hours. This page lists every way to reach us, what we can sort out, and the quick checks that speed things up before you write.
Every way to reach us
We keep two support channels open, and both run 24 hours a day, 7 days a week, every week of the year. Pick whichever suits you; the same team handles both, so the answer quality does not change with the channel.
| Channel | Where to find it | Availability | Typical response |
|---|---|---|---|
| Live chat | Green chat bubble in the bottom right corner of any page on grosvenoronline.uk, and inside the Help section of our iOS and Android apps | 24/7 | Under 2 minutes on average, day or night |
| [email protected], or the contact form in the Help section of your account | 24/7 inbox, replies sent daily | Within 24 hours, usually 4-6 during daytime hours |
No phone line appears in our published support details, so we do not offer one. If you see a phone number claiming to be Grosvenor Casino support anywhere other than grosvenoronline.uk or grosvenorcasinos.com, treat it as fraudulent and report it to us by email straight away.
What we can help you with
One team covers every topic below, so you never get bounced between departments. When you open a chat or send an email, tell us your account username and one sentence on the issue; that is enough for us to pull up the right records.
- Accounts and KYC: password resets, login lockouts, document uploads for identity and address verification, and status updates on pending checks.
- Deposits and withdrawals: missing deposits, card or e-wallet declines, withdrawal timing (e-wallets up to 24 hours, cards and bank transfer 1-3 business days), and our £25,000 per-transaction limit.
- Bonuses and promotions: the 100% up to £2,000 welcome package with 50 free spins, wagering at 30x bonus, Slots Club rewards, daily GBP cash drops and monthly reload bonuses.
- Technical problems: game loading errors, app crashes on iOS or Android, display faults and payment gateway timeouts.
- Responsible gambling: setting deposit and loss limits, session reminders, self-exclusion signposting to GAMSTOP, GamCare and BeGambleAware.
Check these before you write
Half of all queries land in chat with an answer already sitting in your account or our FAQ. Run through this short list first; it takes under a minute and often saves you the wait entirely.
- Open the FAQ in the Help section: deposit timing, wagering rules and bonus terms answer the three most common questions we receive.
- Check your KYC status in Profile: if documents show as pending, verification is still in progress and funds release automatically once approved.
- Open Transaction History in your account: pending deposits and withdrawals display their current state there before we can see anything different.
- Confirm your internet connection and app version: restarting the app or updating from the App Store or Google Play clears most game-loading faults.
- Have your username ready, plus the date and amount of any transaction you are asking about.
Formal letters and complaints
For formal complaints, licensing queries or postal correspondence, write to our care team at [email protected] marking the subject line Formal Complaint. We log every formal complaint within 24 hours of receipt and send you a named case handler along with a reference number. You will receive a substantive response within 8 weeks at the latest, though most cases close within 10 working days.
We operate under licence MGA/B2C/394/2019 issued by the Malta Gaming Authority. If you feel your complaint has not been resolved to your satisfaction after our final response, you may escalate it to the Malta Gaming Authority through their official dispute portal.
Press and partnerships
Journalists, affiliates and business partners should not use the player support inbox. Send press enquiries, affiliate applications and partnership proposals to our business team through the contact form at grosvenoronline.uk, selecting Partnership from the topic dropdown. We review submissions within 5 working days and reply to all serious enquiries.
Frequently asked questions
How fast is your live chat?
Our live chat runs 24/7 and connects you to an agent in under 2 minutes on average. Click the green chat bubble in the bottom right corner of any page on grosvenoronline.uk or open the Help section in the app.
How quickly do you answer emails?
We reply to every email sent to [email protected] within 24 hours. During daytime hours most replies arrive within 4-6 hours.
Do you have a phone number?
No. We offer live chat and email only, both available 24/7. Any phone number claiming to be Grosvenor Casino support is not ours; report it to us by email.
Can you help me set deposit limits?
Yes. Our team can set deposit and loss limits, activate session reminders and guide you through self-exclusion with GAMSTOP, GamCare and BeGambleAware at any time of day.
What should I include in my message?
Include your account username and, for payment queries, the date and amount of the transaction. Checking your KYC status and transaction history before you write helps us resolve the issue on first contact.