Grosvenor Sports Review

Shocking service, I am black card holder and they have blocked me for spending above average.

Sent in financial records three weeks and still unable to play, Joined another major platform, again has the same financial checks and it took only 24 hours to sort out.

No apologies for the delay or cash bonus for keeping me waiting.

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Account Suspension

My account was suspended over a week ago, with no warning . . .it just threw me off the site. Subsequently received an email asking me to contact the responsible gambling team. I fully understand and respect they have guidelines to follow.

However, I have tried every day to contact them and have held on the line, in many cases, for over an hour, but no response.

I have tried several times to contact the online chat, but have been told, by automated responses they are not able to help me.

I have raised a contact request – from their website – but still nothing.

I have money sitting in my account that I have not been able to access for over a week.

The total lack of customer service / support is very disappointing and I would certainly not recommend this site.

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Found this actual site actually very good to use. Fast payouts, good odds and choices on sports. Initially my opinion was completely positive. no complaints Win, Lose or Draw. Thats until i had to use customer services.

I had placed a bet that was a winner and when coming back to collect my winnings i had seen my stake returned with no win. I had noticed when placing the bet the site was particularly glitchy which now upon reading other write ups i can see is common theme. However i was 100000% certain the bet was placed as i double triple quadtrouple checked.

After initially completely denying the bet was placed and there was any issues at all, they then not only told me the stake i had bet, but also admitted after me not giving into the lies there WAS actually issues with the site that were to be looked into. 10 days and 3 individual one hour conversations later I have not even received acknowledgement of the complaint let alone my winnings. Every convo making promises and then not keeping them. We are looking into this, a manager will look at it, its gone to the technical team, the person you initially spoke to does not work here, we will get back to you in 72 hours after a week has already passed, the deadline is then 10 days are just a few of the things i have been told by online chat. No deadlines have been met and they are made up as they go along. Just been told lie after lie and been fobbed off over and over, moved from pillar to post. It has been disgusting and seems to be a common practice for this site from reading other reviews. It is not done by mistake. Completely relying on your lack of persistence to forget about the issues they are purposefully not dealing with.

For this reason I would suggest this website is avoided at all costs. Its a good site until it crashes and you have to hear all the lies and nonsense that comes with it. The saddest part is it seems a common theme.

PS After my persistence which is strong i have been promised that someone would get back to me within the hour. PROMISED!! this deadline has also been missed which can be added to the list of lies.

At all cost do not join these cowboys.

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Omg please avoid this online casino like the corona plague. Bonus are crap when you finally get them, just dead spins and poor pay out. I've played quite a few different online casinos and this is up there with the worse. Just take your business elsewhere and let these jokers fade into the ether where they belong. You have been warned folks

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Good site fast payouts. I only bet on the sports.( so cant comment for casino) I think app could be improved. Other than that.
No issues.

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UNDER NO CIRCUMSTANCES DEPOSIT TO THIS SITE

2,500 ROULETTE SPINS AND STILL WAITING FOR NUMBER 11

DESPICABLE, THIEVING SCUM

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Best casino site I've ever used. Fantastic range of games
Customer service is on the ball n sort any queries I've had promptly
Fast withdrawals also
Never had an issue
Will continue playing

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I have had my account suspended after an receiving an email giving me 45 minutes before they suspended my account with significant funds in account and with bets on a market running. They say they called me but no missed call. Their advertised phone number doesn't work and the number that they gave me on chat hasn't picked up after 50 minutes. They are unable to resolve by chat. Basically didn't communicate that they were going to suspend account due to levels of deposits and then impossible to contact to unsuspend!! Incredibly poor customer service.

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The site is average played on better doesnt offer many bonuses for loyal customers.

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Love the Grosvenor casino – great games online and love the vibe of going to Grosvenor casinos for real

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Good site when u are connected but keeps throwing u out which is very frustrating.

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Very difficult to register still not been able to

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Following numerous requests via live chat for the safer gambling team to contact me (at their initial request) I eventually contacted Tom Hudson who resolved the issue for me very quickly!

So very happy with Tom's service, not so happy with Customer support and the safer gambling team!!

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Disgraceful. Took a bonus spins and made a great profit and just before I had completed the x wager requirements my account was suspended for no reason. If you lose they will keep you but don’t expect to win.

They told me on their chat room (I have a photo of) that my account was closed for ‘business decisions’. Basically I was going to win and they didn’t feel I was a profitable account for them. So they closed my account. I threatened Legal action and surprise surprise my account is reopened. Their response to this review is they needed to speak to me, they didn’t do anything of the like. Terrible. There are soooo many other options, try a more friendly provider

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I've asked this company to delete my account and not to make further contact with me through email, there are robbing b######s. I get emails several times a day even tho I've asked them not to and to delete my account it continues. Stay away from them, I can't get them to sod off.

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So I decided to visit the Grosvenor Casino in Northampton tonight (for the first time) as Aspers is still closed.
Didn’t enjoy myself at all:
I must have been asked for a membership card 6 times (I didn’t have one as I wasn’t given one on joining in reception) during my visit and on top of that I was asked for my DOB from across the roulette table; personal information and very unprofessional.
I was instructed to follow the arrows on the floor however senior staff walked around in whatever direction they felt like.
Not a great atmosphere and no friendly staff. I’ve no intention of going back again… Aspers please open soon!

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Despite rating this review with 4 stars, I must say that the service handling of this sudden verification process, requiring submission of documents, is gradually proving to be unsatisfactory.

Having proved my personal and sensitive information and access to my bank account via Experian, I am incredibly shocked at the delay of even reviewing my documentation, let alone receiving any indication on progress.

Although this statement doesn't seem to matter much to the Casino, like many here I've been a loyal customer to Grosvenor and in the last several months deposited 1000s. I had NO issues with regards to gameplay, depositing or even withdrawing small/large sums – a maximum of 2 works days until funds reached my bank account.

I have now been deposit restricted for much too long, and it's unfair that despite providing the necessary documents that clearly verify the funds deposited were all mine – earned in employment and that a soft check + documentation would confirm my identification, I am still left in the dark.

As a lover of your blackjack games, I am eager to return to the site. I kindly request that my verification process is reviewed and some clarification is provided. I've spoken to your teams in Live Chat and through emails, however no clear indication as of yet.

I look forward to your response and support on this.

Thanks
Zamin

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I agree with the last review. Was playing earlier this evening. Had a break and now the software will not allow me to log back in. For such a big player in the casino field, the software is crap. Also when you see the online information put out there from the Hippodrome and the Empire and then compare with the latest information from The Poker Room……zero !

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This site is becoming almost comical not one of the live chat sorts anything out in under an hour I had a winning bet marked as a loser and they blamed a third party error??? I’ve been on the site all afternoon and 2 hours ago it wouldn’t let me log in now the site says it’s fine tuning tf????

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Used this casino online deposited nearly 1000 pounds had a big win, after a day communicating with there team and being advised I would get my money they used there terms and condition not to pay out.

I used a card in a family members name with permission however my account was suspended and winnings were retained with my steak returned to the original card holders account.

Get ready to submit bank statements, passport or driving licence and the card statement you made all the transactions from if you want to TRY to get a payout.

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Good range of games but I have to say the payouts have become a joke over the last few months. Once I put a deposit limit on my account I noticed less wins. Ive put take a break on again for 6 wks as it's not fun playing anymore. Net deposits are + so it's not a review because I've lost money.
This year all online casinos have become boring, not fun and are just trying to take as much money as possible without paying out much winnings. I will be taking a break from all of them until things pick back up with the economy👍

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This company are an absolute joke. I made a withdrawl of £200 3weeks ago with no issues whats so ever.
Then made 2 more within 3days of each other one for £150 and £220. They processed the first one supposedly on the 3rd Aug (only just hit my bank account today 8days later) there withdrawl time is 1-3 days. the other withdrawal has been rejected and account suspended. I have given them what they've asked for and still I can't log on to withdraw my funds. Spoken to 5 diffrent people on online chat as there phone lines are currently switched off. You are the only company refusing to answer calls with COVID going on. Every other company is biting peoples hands off for business. You are losing buisness. Skybet, paddy Power. So much better. Once my account becomes active again I will be withdrawling all funds and closing account. Joke

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I thought stars was bad. This place has absolutely no shame when it comes to big stack favouritsm. Every single all-in, and I really mean every single one, over two tournaments, where a shortstack was up against a big stack, the big stack came out on top.

I've never seen anything like it and I've been playing online for 15 years now, tried every site going and while they are all clearly not legit this place takes the biscuit for bigstack favouritsm. It is unreal, they don't even bother trying to hide it or make it look subtle. Really does put riverstars to shame on this front. Absolute joke and if you want proof that online poker is defintely rigged then go play a few tournaments on this s**thole. I really am taken aback at how bad it is, I've already quit online poker, I was only playing here because I had tournament tickets from ages ago to use up, but I if I hadn't quit this place would definutely tip me over the edge.

Absolute joke that this is still allowed to happen and even more of a joke that it will carry on without even the slightest hint of any sort of inquiry or investigation. These places are scum! They are literally robbing people of their money. Why do people let them get away with it!?!

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I recently opened an account with grosvenor after finding them through a google search. On account opening I was not asked for verification docs so I visited their live chat to check if I should upload them and was informed that I was electronically verified.

I deposited for a number of days without issue and yesterday I went to withdraw and realised my account was suspended and verification docs requested. I have provided the docs and have now been told this will take 3 to 5 working days to review.

The casino is absolutely dragging their feet.

They happily accept your deposits without question over a number of days and then shut you out entirely when it comes to payout. They will sweet talk you and explain that these docs can be requested at anytime.

I get that……

So why not request them at account opening so the punter is not shut out for a week while you fix your out of date verification system. They are scam artists. Avoid at all costs

………….

UPDATE

so I've spoken to their live chat agents andrew and stacey and there is nothing they can do about the verification process. They are happy for new customer accounts to be suspended until the documentation is verified (which can take 5 working days). Course they are happy, they got my money, why would they care. They should be verifying documentation at account opening. If this happens at least customers would not be depositing for days thinking all is ok then get a shock when they go to withdraw. Account suspension and 5 days to review paperwork and possible 5 further days to process withdrawals. Shambles

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DO NOT OPEN AN ACCOUNT

Look at the countless Negative reviews people are getting suspended and they are not getting back to them just keep fobbing them off!

Suspended my account whilst playing , have spoken to live chat on numerous occasions each time telling me lies and different information. Apparently they have tried calling me on two occasions which is a lie as I checked the time they called me and was no missed calls. They have my money as well.

I just want my Money back full of lies extremley poor service!

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One of the worse sites I've played, I've named the site the credit vacuum. 400/500 spins before you drop a bonus and when you finally do the bonus win is so poor its laughable. I was lucky to see at any point a win 3/4 times my bet. The so called random number generator is obviously still on furlow. There are much better sites which you can actually enjoy losing on and maybe land a win. When the fun stops, stop? What fun? So in this case don't even start. The customer services are just rude and try to belittle you and told me if I can't afford to lose don't play.

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I said in my last review " please do not insult my intelligence by replying to this with one of your standard replies" – seems you don't bother reading the review properly as I suspected and you just copy/paste replies to look good. Dont waste your time with Grosvenor Casinos

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Not very good site .customer service fine however site gos down when placing bets ie accepts the bet then rejects it. can be costly .site needs to be looked at.I will not be useing it again .again no problem with customer service but I just can't trust the site at the end of the day it is real money we play with .

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Had an account with them for about 2 months. I bet primarily on sports markets, mainly horse racing. They removed their BOG without any communication and shortly after started restricting my bets to the extent where I could not get bets on even though they were often only a couple of pounds. They were being sent for approval and then rejected, I’ve closed my account, waste of time. Would say they only want casino/mug punters.

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Unlike some alternatives, such as PokerStars / 888 they don't freeze your account after you make a deposit or withdrawal request and then take days / weeks to process scans of your identity and banking documents.

Grosvenor use Open Banking via Experian to automatically and electronic process affordability checks and advise you of this prior to making a significant deposit, not after the fact.

Poker Games are primarily UK / European players, not the widest variety of active poker variants, but the ones they do have, have plenty of fish.

Encountered some occasional issues with the site login & iPlayer poker network software, but they have live support via telephone and online chat, to assist and advise. Million times better than Stars who don't respond to or acknowledge emails, (their only support channel).

Pot rake quite high, but rewards program compensates for this.

Highly recommended for UK players, familiar with their bricks and mortar Casinos.

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i like this site been playing with them for years i just find it hard to get a decent win.i no you can win a couple of grand on slots when they pay but it just doesn't seem to pay well for me. also they gave me 50 pound the other day so it just proves how much i spent on this site and not won because in 11 years ive never been given 50 pound free but for the last 8 months ive been on a bad run hopefully sooner rather than later i will catch a big win

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The worst site run by peadophiles. Everybody avoid like the plague. All their staff touch children. Dirty nonces, all friends with epstein. Dont give them a penny of your money. Need closing down, scum!

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Dhhdhdhdhshdhhd heheh head w hand. Dbdbd wvevd. E r. R r r.

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Really good I enjoyed the experience.

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I won a few £ on Grosvenor goals and then on blackjack. I withdrew the winnings expecting it to take a few days. almost instant payout.
Thanks Grosvenor very happy.

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No service available. How do i remove a card [previously used] from my list of cards i use?

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Good site, clean, clear and professional!! Like having the casino in your living room!
And very very quick withdrawls, spot on!
Bet and withdraw with confidence

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Don't waste your time
Another company that are far too busy to take care of their customers and deal with issues that can be resolved in minutes. It's all great when contacting support but promises are made and not kept. 5 days ago I asked for their assistance with something. I have spoken with their support team at least 4 times where I was promised a matter would be dealt with and sent them 3 emails as well which I have received no response to, nada, zero. They're obviously far too busy to look after their loyal customers. Do yourself a favour and do not use this company. Any issues you'll most probably be chasing around in circles until you go crazy. Judging by their recent reviews I am not the only one that is fed up with them. They behave like a rubbish service is acceptable and forget that there are hundreds of other companies out there that actually appreciate their customers . Clearly making too much money to give a damn. Please Grosvenor if you do actually bother reading these reviews rather than copying and pasting standard replies to make it seem you care, please do not insult my intelligence by replying to this with one of those. You had plenty of time to show me you cared and ignored my requests for assistance, now it is too late. This is the review you deserve and this review will now stay here where it belong. We are all accountable, even The Rank Group. I hope it will prevent someone else who reaches out to you for help going through the same mind numbing experience. Why not spend a few pounds and bring in a few support staff to offer your clients a proper service instead of treating us like garbage? Despite what you may believe, I don't need to play with you. Complete waste of time and space

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I really like Grosvenor for their selection of slots and they do fun promos but it’s totally let down by their website. During playing a slot I had to log back in constantly. In the time it took me to spend £50 I had to log back into the site FOURTEEN TIMES. Even mid game the pop up kept coming asking me to login and reloading the game. Totally takes the fun out of it.

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Have been member of there club for years And it’s about 2 months i can’t deposit! I was asked to upload the bank statement and i did it . but no one replied! I’m not happy with them at all

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Dealer wouldn't pay my winnings because he claimed the bets was placed too late. I think because it was a 1.3k winning…. Shocking

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Joined for the Pay £20 get £20 bonus as only 5 times play through which is excellent. Unfortunately the % payout must be very low indeed as went through in no time at all. So few wins and even when I got the extra free spins only won 10p!!!

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Have been member of there club for years thought try on line as they shut at moment please avoid especially slot most times pay you penny's and bonus few and far between have one really good win but now verybad. Sometime hundred pounds does not last a hour. Avoid Avoid

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Can't even get in my account because they have been trying to verify my account for more than a week! BWIN does it in 2 minutes. Incompetent company.

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Enjoyable to gamble but you loose your money, so that’s why only 2 stars

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DO NOT USE THIS SERVICE !
TOTALLY UNTRUSTWORTHY COMPANY !
AVOID AT ALL COSTS !

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Don't win. They ban you.

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