1. Purpose of This Document
This document sets out the responsible gaming framework applied at Grosvenor Casino Stratford. It describes the obligations of the venue toward its customers, the tools and procedures available to customers who wish to manage their gambling activity, and the external support resources accessible to individuals who may be experiencing gambling-related harm.
Grosvenor Casino Stratford operates within the regulatory framework established by the UK Gambling Commission (UKGC). All responsible gaming measures described in this document are implemented in accordance with applicable UKGC licensing conditions and codes of practice, including the requirements set out under LCCP condition 3.3.1 regarding responsible gambling information.
The term “responsible gaming” is used in this document interchangeably with “safer gambling”, which is the terminology preferred by the UKGC in its public guidance.
2. Regulatory Framework
Grosvenor Casino Stratford is subject to the licensing and regulatory authority of the UK Gambling Commission. The UKGC requires all licensed operators to:
- Implement measures to detect and reduce problem gambling behaviour among customers.
- Provide customers with access to responsible gambling tools, including deposit limits, time-outs, and self-exclusion options.
- Make responsible gambling information readily available and accessible.
- Verify the age and identity of customers before permitting real-money gambling activity.
- Protect customer funds in accordance with UKGC requirements.
- Ensure that any advertising or promotional activity complies with both UKGC rules and the Advertising Standards Authority (ASA) codes of practice.
Grosvenor Casino Stratford maintains internal policies and procedures designed to support ongoing compliance with these requirements.
3. Responsible Gaming Principles
Grosvenor Casino Stratford operates on the basis that gambling is a form of entertainment. It is not a means of generating income and it carries inherent financial risk. Customers are expected to approach gambling activity with this understanding.
The following principles underpin the responsible gaming framework at Grosvenor Casino Stratford:
- Gambling should be conducted within pre-determined financial limits.
- Customers should not attempt to recover losses by increasing the size or frequency of bets.
- Gambling should not take place when a customer is under the influence of alcohol or controlled substances, or when experiencing significant emotional distress, anxiety, or depression, as these conditions may impair judgement.
- Customers are encouraged to monitor the time and money they spend on gambling activity.
4. Customer Tools and Controls
Grosvenor Casino Stratford provides customers with access to a range of tools designed to support responsible gambling. These tools are available on request and, where applicable, through account settings.
4.1 Deposit Limits
Customers may set limits on the amount they deposit within a defined time period. Once a deposit limit is applied, it takes effect immediately. Requests to increase an existing deposit limit are subject to a cooling-off period before the increase becomes active.
4.2 Time-Out Periods
Customers may request a temporary break from gambling activity. During a time-out period, the customer’s account is suspended and no gambling activity is permitted. Time-out periods are available for defined durations and cannot be reversed before the selected period expires.
4.3 Self-Exclusion
Customers who wish to stop gambling for a longer period may request self-exclusion. Self-exclusion is a voluntary measure by which a customer requests to be prevented from gambling at Grosvenor Casino Stratford for a minimum period of one month. Long-term or permanent self-exclusion options are also available.
Once a self-exclusion is in place, the customer will not be permitted to gamble even if they subsequently request reinstatement before the exclusion period has ended. Grosvenor Casino Stratford takes reasonable steps to enforce self-exclusion requests.
Customers may also register with GAMSTOP, the national multi-operator self-exclusion scheme, which applies the exclusion across multiple licensed UK gambling operators simultaneously.
4.4 Reality Checks and Session Reminders
Where available, customers may activate session reminders or reality checks that provide notifications regarding the duration of a gambling session. These notifications are intended to support informed decision-making during gambling activity.
4.5 Spend Tracking
Customers are encouraged to maintain a record of their gambling expenditure and session duration. Account history tools, where available, provide access to transaction and session data for this purpose.
5. Monitoring of Customer Behaviour
Grosvenor Casino Stratford monitors customer activity for indicators of potential gambling harm. This may include patterns such as extended session lengths, significant changes in deposit frequency or volume, or other behavioural signals associated with problem gambling. Where such indicators are identified, Grosvenor Casino Stratford may contact the customer to provide information about responsible gaming tools and support resources.
6. Age Verification and Access Controls
Grosvenor Casino Stratford requires all customers to verify their age and identity before engaging in real-money gambling activity. This requirement is a mandatory condition of the UKGC licence and is applied without exception. Customers who cannot demonstrate that they meet the minimum legal age requirement will not be permitted to gamble.
7. External Support Resources
Customers who are concerned about their gambling behaviour, or who believe they may be experiencing gambling-related harm, are encouraged to seek support from the following organisations:
National Gambling Helpline (England and Scotland)
Telephone: 0808 8020 133
Available 24 hours a day, 7 days a week. Free to call.
NHS Wales Gambling Helpline (Wales)
Telephone: 0808 2819 265
Available 24 hours a day, 7 days a week. Free to call.
BeGambleAware
Provides information, advice, and access to treatment services for individuals affected by gambling harm.
Website: begambleaware.org
GamCare
Provides support, information, and counselling for individuals and families affected by problem gambling.
Website: gamcare.org.uk
GAMSTOP
National self-exclusion scheme covering multiple licensed UK online gambling operators.
Website: gamstop.co.uk
Gamblers Anonymous
Peer support fellowship for individuals experiencing difficulties with gambling.
Website: gamblersanonymous.org.uk
UK Gambling Commission - Safer Gambling
Regulatory guidance and public information on safer gambling tools and resources.
Website: gamblingcommission.gov.uk/public-and-players/safer-gambling
8. Customer Responsibilities
Customers of Grosvenor Casino Stratford are responsible for:
- Providing accurate and truthful information during account registration and identity verification.
- Using responsible gaming tools proactively and in accordance with their personal circumstances.
- Notifying Grosvenor Casino Stratford if they wish to apply or modify any responsible gaming controls on their account.
- Complying with any self-exclusion or restriction that they have voluntarily requested.
- Seeking external support if gambling activity is causing financial, emotional, or social harm.
9. Policy Review
This responsible gaming policy is reviewed periodically to ensure it remains consistent with current UKGC licensing conditions, applicable legislation, and relevant best practice guidance. Customers are advised to refer to the current version of this document for up-to-date information regarding the responsible gaming framework at Grosvenor Casino Stratford.