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Grosvenor - Self excluded but could still open an account and deposit


Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

Read our Grosvenor Casino Review.

Player's Complaint

I registered an account a couple of days ago and deposited £2000. I lost all of the money in a couple of days. Unintentionally I then realised I had a previous account on here under the username of [EDIT] which was self excluded. I contacted customer services and asked for my deposits back but they refused. Whilst the email and phone number differed and for which I don’t consider markers of identity,, my date of birth and my address remained the same. The name on my previous account was under [EDIT], which is still my name though I tend to use my legal name nowadays. I believe grosvenor has acted unfairly and should have blocked my registration at sign up like most other companies. My PayPal email address was also the same on both accounts. I have contacted UKgc and their licensing authority for advice. I request my deposits back ASAP. I have quit betting now and have signed up permanently to GameStop, so I do not care about my winnings.

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1 Responses

May 18, 2020

Hi thekmist - welcome to!

Unfortunately there is nothing we can do to help you in this instance. The UKGC reserve management of this type of complaint issue to their own team. All we could do is suggest you contact the regulator.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of more help!


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thekmist consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Grosvenor
  • Alderney Gambling Control Commission
  • United Kingdom Gambling Commission
  • Rank Digital Gaming (Alderney) Limited

May 18, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.