Support Complaint Responsible Gambling Team - Grosvenor casino

Andy Walker

Full Member
Joined
Jun 5, 2013
Location
UK
Hi there,

I don't think Grosvenor have a rep here so I ask in case someone else is in the same position. Grosvenor blocked me from depositing due to what they said as increased levels of depositing which they say the team was worried about. I contacted live chat and they said I would get a call from a member of the Responsible Gambling Team. Waited a week then contacted chat they said the team was busy and I had to wait for them to call, repeat the same another week later now it's been just short of a month and they still haven't got in touch with me.

Just wondering if this is a typical waiting time and if anyone else has a similar history with them.

Many thanks

Andy
 

DreamRJ

Out of this world!
MM
Joined
Jun 6, 2013
Location
RJVille UK
I seldom play there anymore. I do like 1 or 2 deposits a month.......

I have never had any issues with them in terms of this so I can not say. Maybe try live chat again? Or they do also have a contact number? Try ringing the contact number and see if that gets you anywhere? I mean Covid 19 means most call centres are closed. So they might not be accepting calls due to covid 19. So if that is the case just email or live chat again.

Good Luck though.
 

Andy Walker

Full Member
Joined
Jun 5, 2013
Location
UK
Thanks RJ,

Any good business has its employees working from home now probably in the back of my mind is if I do get back to play and there is a problem with a withdrawal I would be pretty miffed waiting a month for them to clear it. There are so many casinos out there that offer the same slots etc but what sets the best ones apart is good customer support.
 

SlotsBlogger

Newbie member
Joined
Aug 21, 2019
Location
Bristol
Hi Andy

I had exactly the same problem over christmas, must have hit some sort of trigger, annoyingly I ignored a call from a 0800 number thinking it was someone trying to flog me something, but it was actually the RS team trying to contact me. So my account was blocked and I left til after christmas to sort out. Did the same as you and went on live chat, but was pretty much fobbed off with 'Someone will call you', of course nothing happened.

I hate waiting for things get resolved, then I remembered the missed call I had, so I redialed the number which gets you through to Rank Group support and one of the operators gave me a direct number, spoke to them and after answering a few questions, all was sorted.

Try this number (I still had it written down!) - 0800 3163488.

Cheers

James
 

Andy Walker

Full Member
Joined
Jun 5, 2013
Location
UK
Hi Andy

I had exactly the same problem over christmas, must have hit some sort of trigger, annoyingly I ignored a call from a 0800 number thinking it was someone trying to flog me something, but it was actually the RS team trying to contact me. So my account was blocked and I left til after christmas to sort out. Did the same as you and went on live chat, but was pretty much fobbed off with 'Someone will call you', of course nothing happened.

I hate waiting for things get resolved, then I remembered the missed call I had, so I redialed the number which gets you through to Rank Group support and one of the operators gave me a direct number, spoke to them and after answering a few questions, all was sorted.

Try this number (I still had it written down!) - 0800 3163488.

Cheers

James
Hi James,

Yeah they rang before they blocked me and I actually answered the phone just as they hung up they literally rang for a few seconds and I put the call down to a telemarketing call. It was only after I went on to the website that I recognised the number from the contact us section.

I am glad you sorted your issue out but its a pretty poor business model where you have to chase them for their business.

Thanks

Andy
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
Afraid I could write a book on their antics,been blocked around 6 times,since joining them , a couple of times without warning
and no email explaining why or what I was supposed to do which was f*****g annoying.CS is pretty crap, after waiting ages
to speak to online chat you will just be told the responsible gambling team are reviewing your account and will be in touch.
I think on average that normally takes 3 weeks.You can push them a bit and insist on speaking to them on the phone and
if you are lucky they may phone you the same day.
Whatever you do dont apply to become a black card member, I did that and my account was blocked next day after they had reviewed
it.
I am doing ok with them at the moment, got a high vip level at Mecca and Black card membership at Grosvenor after I reluctantly
submitted some SOW info which proved i could actually afford the play lil Devil @ 20p a spin, i dont get the mandatory
email after every deposit saying how much they care for you but I am sure things will change if I have a few bad days.
Think their problem is that they just spend all day checking alerts that the system generates and take preditermined actions
instead of using a bit of intelligence and actually checking your play history manually.
 

souldragon

Senior Member
Joined
Oct 17, 2012
Location
Kent,United Kingdom
I had a call from them three days ago after a heavy losing session after my deposits were blocked.Despite the fact i have already submitted SOW information, their Safer Gambling team told me that access to my account would be restricted until i had submitted the required documentation After doing so got an automated message saying it can take up to ten working days for documents to be reviewed.I have to say that i thought some of the questions i was being asked during the call were extremely intrusive.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
Yeah not willing to bother with this bunch anymore. They take the piss.

To block an account that sees maybe £50 through it a week, has a £200 a month deposit limit on it and yet not send so much as a customary email is insulting. All because (I’m guessing) I deleted the daily £25, monthly £200 limit to solely a £200 monthly one.

Bit of common sense needed.
 

shadow123

Ueber Meister
MM
Joined
Mar 19, 2008
Location
midlands
I did tell them during a phone interrogation, i thought the questions they were asking were extremely intrusive,
to which they replied that they care about the customers and have to ask them.I did ask if them if it might anything
to do with fear of fines and sanctions,dont think that went down too well but they didnt deny it.
I am way past taking shit from any casino and done begging for accounts to be reopened, god knows
how we ever got to this state, all I ask for is win or lose to be left in peace to play as i wish but it will only get worse.

Shame the gaming commision didnt care about all poor sods who blew their wages on FOBT,s for years, that
was close to criminal negligence but while the treasury were getting their cut no one said a thing.
 
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Andy Walker

Full Member
Joined
Jun 5, 2013
Location
UK
A couple of days short of a month now and the Responsible Gambling "Team" have not got back to me. SlotsBlogger was kind enough to share the direct line number for the "Team" but after hours of accumulated calls on hold to the number, there has been no answer.

I simply have no confidence in the company anymore. I just want my account back in good standing so I can then close it. I fear closing it now will be seen by them as an admission of problem gambling and my account being logged as closure due to self-exclusion. Sounds paranoid? well that's what happens after dealing with casinos for years
 

Andy Walker

Full Member
Joined
Jun 5, 2013
Location
UK
Update to my original post which went along the lines of "Grosvenor blocked me from depositing due to what they said as increased levels of depositing which they say the team was worried about. " It has been 7 weeks now since they blocked my account from depositing and still no contact from the team.

Just to add they never contacted me to say they had blocked my account I had to contact CS to find out why.

Just to add a few details which I didn't think of including in my original post. My deposit levels had increased over a short period of time but still withdrawing more than I was depositing and made good use of the excess money by buying stuff for myself. My budget allowed me to play their daily promotion and continue to play with little actual cost to myself. The vast majority of the times I only deposited the minimum needed to qualify for the promotion. If I had started to make losses that exceeded my budget I would have reduced my deposit levels and frequency. My budget is very modest that comes out of spare money I can afford to lose.

Some details of the promotion it ran daily on the website for everybody for about 3 months there was a minimum deposit of £50 of which £50 had to be wagered through in order to qualify for a "daily spin with possible prizes" in addition to this they ran an extra incentive whereby if you deposited at least 5 times out of 7 days they gave you a cash prize with wagering. So someone at Grosvenor must have thought that depositing between £250 and £350 per week over a few months was okay. I mean if not surely they would have made it a once a week promotion?

So Grosvenor as a responsible gambling company do you think that some of your *daily promotions need to be reviewed to prevent people from depositing more than they can afford?

Oh yeah need to add I am not someone that has lost money and throwing my toys out of the pram from this situation
 
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