1. Purpose and Scope
This document sets out the responsible gaming framework applied at Grosvenor Casino Broadstairs. It describes the obligations that apply to the licensed gambling operator, the tools and procedures available to customers, and the conditions under which access to gambling services may be restricted or suspended.
This policy applies to all customers who access gambling services at Grosvenor Casino Broadstairs, whether on-premises or through any associated online channel.
Grosvenor Casino Broadstairs operates under the regulatory authority of the UK Gambling Commission (UKGC) and is subject to the Licence Conditions and Codes of Practice (LCCP). Condition 3.3.1 of the LCCP requires that all licensed operators make responsible gambling information readily available to customers and ensure that tools for managing gambling behaviour are accessible at all times.
2. Regulatory Framework
All gambling activity at Grosvenor Casino Broadstairs is governed by the Gambling Act 2005 and overseen by the UK Gambling Commission. The minimum legal age to participate in casino gambling in Great Britain is 18.
The company is required to verify the age and identity of customers before permitting access to real-money gambling. Customers who cannot provide satisfactory verification will be refused access.
The company is prohibited from accepting deposits or payments made via credit cards. This restriction applies across all payment channels and is a mandatory requirement under UKGC rules, introduced to reduce the risk of debt-funded gambling.
3. Player Protection Tools
The following tools are available to support customers in managing their gambling activity. These tools are available to all customers, not only those who have been identified as at risk.
3.1 Deposit and Spending Limits
Customers may set limits on the amount they deposit or spend over a defined time period. Once a limit is set, it takes effect immediately. Requests to increase an existing limit are subject to a cooling-off period before the increase is applied. Requests to reduce a limit take effect without delay.
3.2 Session and Time Controls
Customers may set limits on the duration of individual gambling sessions. Reality checks and session reminders are available to help customers monitor the time spent gambling. These controls are intended to support awareness of gambling duration and frequency.
3.3 Account Activity Summaries
Customers may request a summary of their account activity, including transaction history and net gambling outcomes over a specified period. This information is provided to support informed decision-making about continued gambling activity.
3.4 Self-Assessment
Customers who wish to evaluate their gambling behaviour may access self-assessment tools. These tools are informational and do not constitute clinical advice. Customers who identify concerns through self-assessment are encouraged to contact the customer support team or an external support organisation.
4. Self-Exclusion
Self-exclusion is a formal process by which a customer requests to be barred from gambling services for a defined period or permanently. Grosvenor Casino Broadstairs is required to enforce self-exclusion requests promptly and rigorously.
Upon receipt of a self-exclusion request, the company will:
- Lock the customer’s account immediately, preventing login and access to gambling services
- Remove the customer from all marketing and promotional communications
- Retain the exclusion record for the duration of the agreed period
Self-exclusion requests may be submitted in person at the premises, via the customer support team, or through any other channel designated for this purpose.
Customers who wish to self-exclude across multiple operators may also register with GAMSTOP, the national multi-operator self-exclusion scheme for online gambling in Great Britain.
A self-exclusion cannot be reversed before the agreed minimum period has elapsed. Requests to end a self-exclusion are subject to a mandatory reflection period before reinstatement is considered.
5. Monitoring and Intervention
Customer gambling behaviour is monitored for indicators of potential harm. Where patterns consistent with problem gambling are identified, one or more of the following actions may be taken:
- Contacting the customer directly to discuss their activity
- Applying temporary account restrictions
- Requiring the customer to complete a financial vulnerability or affordability review before continuing
- Suspending or closing the account where safeguarding requires it
Customers identified as financially vulnerable, or those showing signs of gambling with funds they cannot afford to lose, may be subject to enhanced checks. These checks are conducted in accordance with UKGC requirements and are not optional.
6. Responsible Gambling Information Requirements
Under LCCP Condition 3.3.1, responsible gambling information must be displayed prominently across all gambling areas and on all digital surfaces. This information includes:
- How to set limits and use player protection tools
- How to request self-exclusion
- Contact details for national support organisations
- Guidance on recognising signs of problem gambling
This information is available in discreet formats where requested and is accessible to all customers, regardless of whether they have raised a concern.
7. Age Verification
Mandatory age and identity verification is conducted before permitting access to real-money gambling. Verification is required prior to the first deposit and may be requested again at any point during the customer relationship. Customers who fail to provide satisfactory documentation will have their account suspended until verification is completed.
Underage gambling is prohibited. Any account found to belong to a person under the age of 18 will be closed immediately, and any funds held will be returned in accordance with applicable procedures.
8. Marketing Restrictions
Gambling marketing is not directed at individuals who have self-excluded, at persons under the age of 18, or at customers identified as vulnerable. All marketing communications comply with UKGC requirements and the rules of the Advertising Standards Authority (ASA).
Gambling is presented in marketing communications as a form of entertainment. Gambling is not represented as a means of generating income or resolving financial difficulties.
9. External Support Contacts
Customers who require assistance with gambling-related concerns may contact the following organisations directly. These services are independent of Grosvenor Casino Broadstairs.
- National Gambling Helpline (England and Scotland): 0808 8020 133 - free, 24 hours a day, 7 days a week
- National Gambling Helpline (Wales): 0808 2819 265 - free, 24 hours a day, 7 days a week
- GamCare: gamcare.org.uk
- BeGambleAware: begambleaware.org
- Gordon Moody: [email protected]
- National Problem Gambling Clinic (CNWL NHS Trust): 020 7381 7722 / [email protected]
- NHS Northern Gambling Service: 0300 300 1490 / [email protected]
- NHS Southern Gambling Service: 02382 310000 / [email protected]
10. Customer Obligations
Customers are responsible for providing accurate information during registration and verification.
Customers must not attempt to circumvent self-exclusion restrictions by registering new accounts or accessing gambling services through third parties.
Customers are responsible for ensuring that their gambling activity remains within the limits they have set and within their personal financial means.
11. Contact
Customers wishing to activate any player protection tool, submit a self-exclusion request, or raise a concern related to responsible gaming should contact Grosvenor Casino Broadstairs through the designated customer support channels. Contact details are available at the premises and in official communications.