Account details

During an investigation, the Commission found that the licensee failed to interact with a customer who was displaying problematic behaviour, contacted him during a self-exclusion period and did not follow rules for the provision of credit. The failures relate to a customer who gambled substantial amounts with the licensee’s land-based Grosvenor Casino and online at www.grosvenorcasinos.com

The Commission found that the licensee failed to comply with the following provisions of the LCCP:

• Social Responsibility Code 3.7.2 (Provision of credit)

•  Social Responsibility Code 3.5.1 (Self-exclusion)  
• Social Responsibility Code 3.4.1 (Customer Interaction)

The Commission has agreed a regulatory settlement of:

• £500,000 as payment in lieu of a financial penalty which will go to GambleAware to pay for:

  • analysis of data sets of high spending customers to identify risk indicators associated with harmful gambling.

  • thematic research into patterns of play to identify harmful gambling traits.

• an agreement to provide an anonymised dataset of high-end online and offline casino customer play for GambleAware’s research. The analysis of this data will focus on staking patterns, size of stakes, speed of play and other characteristics of this area of gambling.
• the licensee has considered the extent to which it had benefitted from its engagement with the customer over the course of the relationship and has terminated the relationship making an agreed divestment.
• payment of £5,000 towards the Commission’s investigative costs.

For more information, please see the public statement on the Gambling Commission’s website.