This page sets out the ways in which customers, prospective visitors, and members of the public can contact Grosvenor Casino Leicester. It also outlines the procedures applied when handling enquiries, complaints, and responsible gambling requests.
General enquiries
For general questions about an account, visit arrangements, or any other matter relating to Grosvenor Casino Leicester, use the contact channels listed on the official website. When submitting an enquiry, include a full name, any relevant reference number, and a clear description of the issue so that the enquiry can be directed to the appropriate team.
Written enquiries are generally acknowledged within one working day, with a substantive response usually provided within five working days. Response times may vary during periods of high demand or on public holidays.
Available contact channels
Grosvenor Casino Leicester can be contacted through the following channels. The appropriate channel will depend on the nature and urgency of the enquiry.
In person: Grosvenor Casino Leicester, at the venue address published on the official website
- Availability: During venue opening hours
Telephone: Contact number listed on the official website
- Availability: During venue operating hours
Email: Email address listed on the official website
- Availability: Monitored during business hours
Online enquiry form: Available through the “Contact Us” section of the official website
- Availability: 24 hours a day, with responses provided during business hours
For matters requiring immediate attention, telephone contact during operating hours or visiting the venue in person is recommended.
Complaint procedure
If there is a complaint about any aspect of an experience at Grosvenor Casino Leicester, the following steps apply.
Initial contact
Raise the matter with a member of staff at the venue, or submit the complaint in writing using the email address or contact form on the official website. Provide as much detail as possible, including dates, times, and any relevant reference numbers.Acknowledgement
Receipt of the complaint is acknowledged within five working days of its receipt.Investigation
The complaint is reviewed by the relevant team. A full written response is usually provided within 28 days. If additional time is required, an updated expected timeline is provided.Escalation
If the outcome is not satisfactory, the complaint may be escalated to an approved Alternative Dispute Resolution (ADR) provider recognised by the UK Gambling Commission. Details of the applicable ADR scheme are available on the official website and are included in the final response letter.
The UK Gambling Commission does not resolve individual disputes between players and operators. Guidance on the complaints process is available at gamblingcommission.gov.uk.
Responsible gambling support
If there are concerns about personal gambling or the gambling of someone else, the responsible gambling team at Grosvenor Casino Leicester can be contacted directly at the venue or via the contact details provided on the official website. Available support includes discussion of self-exclusion, deposit limits, and other player protection tools.
For independent and confidential support, the following services are available free of charge, 24 hours a day, seven days a week:
- National Gambling Helpline (England and Scotland): 0808 8020 133
- National Gambling Helpline (Wales): 0808 2819 265
These services operate independently of Grosvenor Casino Leicester and are not affiliated with the venue.
Data protection and privacy enquiries
For enquiries relating to personal data, including subject access requests or requests to correct or delete data held, contact the Data Protection Officer using the dedicated contact details published in the Privacy Policy. All data protection requests are handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Media and business enquiries
Journalists, media representatives, and parties with business-related enquiries should direct correspondence to the relevant contact listed on the official website. Unsolicited marketing or commercial proposals submitted through general customer support channels are not processed.
Accuracy of contact information
Contact details for Grosvenor Casino Leicester, including telephone numbers, email addresses, and the venue address, are published and maintained on the official website. Before submitting any sensitive or account-related information, verify contact information directly on the official website.
The company is not responsible for contact details published on third-party websites, directories, or review platforms, which may be outdated or inaccurate.
Regulatory information
Grosvenor Casino Leicester operates under a licence issued by the UK Gambling Commission. Licence details are available on the UK Gambling Commission’s public register at gamblingcommission.gov.uk. Concerns about the conduct of a licensed gambling operator may be reported directly to the UK Gambling Commission through its website.