Play Safe With Grosvenor Casino
Gambling should stay a form of entertainment you control, not a pressure you answer to. On this page we explain every safeguard available on our platform, from daily deposit limits to permanent self-exclusion, and where to find free, confidential help if gambling stops feeling like fun.
Our Commitment to You
We have welcomed players since 1970, first in our land-based clubs and now online under licence from the Malta Gaming Authority (MGA/B2C/394/2019). That history comes with a responsibility we take seriously: your wellbeing matters more than any single wager.
Our systems monitor play patterns around the clock. Sudden changes in deposit frequency, longer sessions at unusual hours, or repeated failed withdrawals trigger a review by our trained safer-gambling team. Where we see a pattern of concern, we contact you directly and, where necessary, apply protective limits to your account before harm escalates.
Reality checks are built into the product itself. You see a clock reminder at intervals you choose, so a quick session never quietly becomes an entire evening.
Know the Warning Signs
Problem gambling rarely announces itself. It builds through small, repeated choices that feel reasonable in the moment. Read the list below honestly; if two or more items describe your play, act on the tools in the next section.
- You chase losses, increasing stake sizes to win back money faster than you lost it.
- You hide the time or money you spend gambling from family and friends.
- You borrow money, sell possessions, or use credit to fund your play.
- Your mood swings sharply with results: elated after a win, irritable or anxious after a loss.
- Gambling drifts from an occasional treat to a daily habit you plan your day around.
- You struggle to stop, even when you tell yourself one more game is the last.
- Sleep, work or relationships suffer because of late sessions or preoccupation with gambling.
- You gamble to escape stress, boredom, or low mood rather than for enjoyment.
Tools You Can Use Today
Every control below lives in the Safer Gambling section of your account settings, or you can ask our 24/7 live chat team to set it for you. All limits take effect immediately; increasing or removing one always involves a waiting period, because decisions made in the heat of play deserve a pause.
- Deposit limits: cap the amount you can deposit per day, week or month, set under My Account > Safer Gambling.
- Loss limits: a hard ceiling on net losses over a chosen period, stopping play automatically once reached.
- Wagering limits: restrict the total you can stake in a set timeframe, independent of deposits.
- Session reminders: on-screen time alerts every 15, 30 or 60 minutes so you always know how long you have played.
- Session timeouts: take a short break of 15 minutes to 24 hours with one click, logging you out immediately.
- Reality checks: automatic pop-ups summarising your time and spend at intervals you choose.
- Cooling-off periods: a pause of 7 to 30 days during which your account is frozen and marketing messages stop.
- Self-exclusion: the strongest tool, closing your account for a fixed period or permanently, backed by GAMSTOP.
How Self-Exclusion Works
Durations we support
You can exclude yourself for 24 hours, 7 days, 30 days, 6 months, or permanently. A permanent exclusion cannot be reversed. Shorter exclusions end automatically, but we always contact you first to confirm the decision still stands rather than silently reopening your account.
Your remaining balance is returned to you via your original deposit method or by bank transfer, typically within 1-3 business days. Open bets are settled to their natural conclusion and any winnings are paid out to you; we do not forfeit funds you have already staked.
During the exclusion you receive no promotions, bonuses or marketing communication from us, and login attempts are blocked. Reactivation is never instant: before the exclusion ends, you must pass a review with our safer-gambling team, and we strongly recommend you register with GAMSTOP, which covers all UK-licensed operators for the period you choose.
| Duration | What happens |
|---|---|
| 24 hours to 30 days | Account frozen, marketing stopped, auto-review before reopening |
| 6 months | Full exclusion, balance returned, review required to reactivate |
| Permanent | Account closed for good, funds returned, no reactivation |
Keeping Gambling Away From Minors
You must be 18 or over to hold an account with us, and we verify age and identity before your first withdrawal, in line with UK regulatory requirements. Verification includes checks against independent data sources, and any account we cannot verify is suspended.
Gambling is an adult activity, and protecting children is a shared responsibility. If minors can reach your devices, install parental control software such as Net Nanny or Qustodio, keep login details private, and never leave a session open on a shared computer. Our dedicated iOS and Android apps both support device-level app locks.
Free Help Beyond Our Platform
Our tools reduce access to gambling; they do not treat the underlying distress. The organisations below are free, confidential and independent of us. They speak with thousands of people every year and never judge.
- GamCare: 0808 8020 133, www.gamcare.org.uk, free helpline and online counselling across Great Britain.
- National Gambling Helpline (run by GamCare): 0808 8020 133, open 24 hours, every day.
- BeGambleAware: www.begambleaware.org, information, self-assessment and a directory of local support services.
- GAMSTOP: www.gamstop.co.uk, free national self-exclusion covering all UK-licensed gambling sites.
- Gamblers Anonymous: 0330 094 0324, www.gamblersanonymous.org.uk, peer support meetings across the UK.
Talk to Grosvenor Support
Our live chat runs 24/7, and any agent can set limits or start an exclusion for you in minutes, no questions asked. For anything sensitive, write to [email protected] with the subject Safer Gambling and a member of our trained team will respond with priority.
Asking for help is a sign of good judgement, not weakness. If today feels heavier than usual, start with a 24-hour timeout and one phone call to the National Gambling Helpline. Both take under five minutes, and both are entirely in your hands.
Frequently asked questions
How do I set a deposit limit on my account?
Open My Account, go to the Safer Gambling section and choose a daily, weekly or monthly cap. Limits apply instantly, and raising one always requires a 24-hour cooling period.
What happens to my balance if I self-exclude?
We return your remaining balance via your original deposit method or bank transfer within 1-3 business days. Open bets settle normally and any winnings are paid out to you.
Can I reverse a permanent self-exclusion?
No. A permanent exclusion closes your account for good. Fixed-period exclusions require a review with our safer-gambling team before the account can reopen.
Does GAMSTOP cost anything?
No. GAMSTOP is free and blocks you from all UK-licensed gambling websites and apps for the duration you select: 6 months, 1 year or 5 years.
Can someone under 18 play with parental permission?
No. UK law sets the minimum gambling age at 18. We verify age and identity on every account and suspend any we cannot confirm.