I set up an online account at Grosvenor as I am a regular visitor to their casino and was made aware of the £20 free sign up bonus. Well after depositing £10 myself I won £500 so decided to withdraw. It wouldn't let me and they told me I had to verify my account. So i sent my passport and a HMRC letter for verification. These documents could be used to get police checks and have been used to verify myself in other government establishments but grosvenor said they werent. Their email stated i needed to send a household bill or a rent statement to verify myself but the house i live in is all in my partners name. Believing others would have the same problem there must be another way to verify myself. So i asked if there was anything else I could send? they replied with a list that stated I needed photo ID and a official document "such as" a utility bill etc etc. Such as implies this is flexible and since i had already sent documents which are seen as official in the governments eyes so they should be official here. But still no they refuse to help me they take ages to respond to my emails they've blocked my account too so I cannot log on. I tell them I have numerous documents which prove my address sent by the government. anyway I posted on here last night and had a response from their affiliate to send over my details still to here a response but would like to open this complaint now to start the ball rolling. I hope this can be resolved shortly. They also only seem to read one email response a day so iv sent supporting documents in but on a different email to my initial one from that 24 hours making the process a long and stressful one
Complaint Info

Dear @Markymark,
Please let us know if there's some update on your issue.
No haven't heard from them
Grosvenor Casino Complaints
- 10 of 11 resolved
- 2 days avg response
- 1 week avg complaint life
- 1,477 USD avg amount
-
Resolved
Grosvenor Casino - I won a live casino tournament but didn't get the prize
Resolved
Grosvenor Casino - I won a live casino tournament but didn't get the prize
I opted in to a live casino tournament that was held on 8-11 march. I played over 70k pounds for the tournament. I should have won the first prize. I ...
-
Resolved
Grosvenor Casino - Slow verification process
£6,777
Resolved
Grosvenor Casino - Slow verification process
Good evening, On monday 3rd September I opened an account with Grosevnor casinos and made a deposit of £1,000 through my paypal account. Now this ...
-
Resolved
Grosvenor Casino - Refused a Bonus
£5
Resolved
Grosvenor Casino - Refused a Bonus
I received an email that if I download their casino app,a bonus giving me £5 which will be credited by 13/03/2018. I downloaded the app as the email ...
-
Resolved
Grosvenor Casino - Claiming software glitches and refusing to honor legitimate win
£387
Resolved
Grosvenor Casino - Claiming software glitches and refusing to honor legitimate win
.After a series of bets which equated to losers & small returns with no "glitches" I placed a decent sized bet of £12 straight up on the number black ...
Have trouble with Grosvenor Casino?