Grosvenor Casino - Refusing to help me fix an error with my personal details

Ozy118 United Kingdom
posted on November 5, 2015.

Registered with grosvenor casino there was a error made in my first name and the month of my date of birth phoned the casino to fix this error they said send us I'd and proof of address by email I have and now they have locked my account which has my deposited funds and the funds that I have won I haven't breached any t&c can you please sort this out as soon as possible

posted on November 10, 2015.

Hi Ozy118,

Happy to look into this for you. Can you please provide me with your Grosvenor username or account number?


posted on November 13, 2015.

We have sent the player casino's username to the casino's management.

posted on November 17, 2015.

Dear @Ozy118,

Any update regarding your complaint? Thank you.

posted on November 20, 2015.

Unable to allocate account from Username provided.

Ozy118 United Kingdom
posted on November 23, 2015.

The username is: ozy118
I am going to attach an email screenshot which I received when I registered with grosvenor.

posted on November 24, 2015.

Hi Ozy118,

I have spoken to the F&P and Customer Service teams here, and we will require proof of identification documentation in order to verify your account.

Our customer services team will be in contact with you shortly, but essentially we will require you to provide a recent utility bill or bank statement that shows your correct name and current address.

Once we have this, your account will be activated and you will be able to continue playing.

With the recent changes to UK gaming legislation and regulation, I am sure you will appreciate that we have to be able to verify who our customers are, and that these measures we have taken are in the interest of running a safe, secure and reliable online casino.

If you have any questions, please do let me know.

Ozy118 United Kingdom
posted on November 24, 2015.

Hi Stewart
After your response I have emailed grosvenor with the requirements you've asked me for and also I called them and they are denying that they have anyone by the name of Stewart and also that they don't work with us and how there decision stays the same to not activate my account if it was fraud my bank would inform the casino it self that the transaction from my bank wasn't authorised but it's okay for them to take my funds I have attached the email I have sent to the casino I need this to be fixed ASAP please.

Ozy118 United Kingdom
posted on November 25, 2015.

I still haven't received any sort of reply from grosvenor I am attaching the last email I received from grosvenor regarding not reactivating my account.

posted on November 26, 2015.

Hi Ozy118,

Expect to receive a call later today from the customer services team explaining the next steps.

All will be sorted shortly.


posted on November 30, 2015.

Any news?

posted on December 3, 2015.

Dear Ozy118,

We have been informed by the Grosvenor Casino management that your issue has been successfully resolved. Please confirm so that we could close this case accordingly.

Please keep in mind that if you fail responding within the given 96-hours time frame we will consider the complaint resolved. Thank you.