Contact us

Contact Us

At Grosvenor Casino, we are committed to providing you with a seamless and enjoyable experience across our online platform and physical venues like Grosvenor Casino Cardiff. Our dedicated customer support team is here to help with any questions or concerns you may have.

Customer Support Availability

Our customer support team is available daily to assist with your queries. We understand the importance of timely assistance, which is why we strive to provide prompt responses whenever possible.

Live Chat: Live chat support is available through our website and mobile app for convenient real-time assistance.
Email Support: You can contact us via email, although please note that response times may vary due to the volume of queries we receive.

Help Centre & FAQ Access

In addition to contacting our support team directly, you can also find answers to common questions and concerns in our comprehensive Help Centre. The Help Centre is available 24/7 and features a wealth of information on various topics, including account management, technical issues, and responsible gaming practices.

FAQs: Browse through our FAQs section for instant access to solutions for commonly encountered issues.
Help Centre: Access the full range of help resources at your fingertips through our dedicated Help Centre platform.

Verification or Account-Help Support

If you are experiencing difficulties with your account or require assistance with verification processes, please do not hesitate to contact us. Our support team will be happy to guide you through the necessary steps.

Account Recovery: If you encounter issues accessing your account, we recommend contacting our support team immediately for assistance.
Verification Support: Should you have any questions about the verification process or require additional information, our support team is here to help.

Responsible Gambling Assistance

At Grosvenor Casino, we take responsible gaming practices seriously. Our dedicated support team can provide guidance and recommendations on managing your gambling habits safely.

Responsible Gaming Resources: In addition to contacting us directly, you may also find the following resources helpful: GamCare (gamcare.org.uk), 24/7 National Helpline.

Technical Support

Should you encounter any technical issues with our platform or require assistance with troubleshooting, please do not hesitate to contact us.

Troubleshooting: Our Help Centre features comprehensive guides on resolving common technical issues.
Support Email: If the issue persists after attempting self-service resolutions, email our support team.

Complaint or Dispute Guidance

In rare cases where you feel dissatisfied with your experience, we encourage you to contact us directly so that we can resolve any issues promptly. Please allow sufficient time for us to investigate and address the matter.

Escalation Procedure: If you require further assistance after initial contact with our support team, please do not hesitate to ask for a manager or supervisor.
Complaint Form: A dedicated complaint form is available upon request if you prefer a more formal approach. Please allow up to 14 business days for us to investigate and respond.

Communication Response Expectations

Please note that response times may vary due to the volume of queries we receive, but our goal remains providing timely assistance whenever possible.

Response Times: Email support responses typically take between 2-5 business hours, depending on queue volumes.
Live Chat Availability: Live chat is available throughout operating hours for real-time assistance.

Account-Security Assistance

For added security and peace of mind, you may contact our dedicated account-security team should you have any questions or concerns about protecting your account.

Security Updates: Our support team will be happy to guide you through the latest security updates and best practices.
Verification Requirements: Please do not hesitate to ask if you are unsure about verification requirements for sensitive transactions.

Mobile & Desktop Support Accessibility

Our mobile app is designed with a seamless customer experience in mind. Feel free to reach out should you encounter any issues specific to your device or operating system.

Device Compatibility: Our support team will be happy to help resolve any compatibility-related issues.
Operating Hours: Operating hours for our live chat and email support channels are 7 days a week, 10 AM – 10 PM (GMT).