OUR T&Cs

Privacy Policy

1. Introduction
   1. We are committed to protecting and respecting your privacy. This Policy explains the basis on which personal information we hold about you in respect of our retail venues will be processed by ourselves and others.
   2. Our casinos are operated by Grosvenor Casinos Limited, Grosvenor Casinos (GC) Limited and The Gaming Group Limited (together ‘Grosvenor Casinos’). Grosvenor Casinos is the data controller and complies with all applicable data protection laws.
   3. Grosvenor Casinos is a member of The Rank Group Plc group of companies (‘Rank Group’) which operates gaming venues in Europe and digital gaming sites, including the Bella Casino, Enracha, Luda Bingo and Mecca Bingo brands.
2. Information Collection and Use
   1. Personal information is collected during the registration process, from your activity inClub and when you communicate with us in person or by telephone, e-mail or otherwise (and we may record such communications).
   2. We may also obtain personal information from third parties such as Experian and public sources, including social media. This may include information to check your age, identity, source of funds and to prevent fraud or other illegal activities.
   3. We may combine some aspects of the information you give to us with the information we collect about you.
   4. We use CCTV cameras throughout our premises and these may capture images of you while you are there.

   Types of Information

   1. The information you give us or that we may collect may include your name, age, gender, date of birth, image, address, telephone number, e-mail address, bank details and other identity and source of funds information.

   How we may use that information

   1. Personal information given by you or collected by us will be used for the purposes listed below. We will only collect and retain it to the extent that it is required for these purposes.
   2. These purposes are to:
   3. create and maintain your account with us and to build up an accurate customer profile of you to deliver our service in our legitimate interests and/or under the agreement between us;
   4. carry out our obligations arising from our agreement, including payment processing;
   5. verify your age, identity and source of funds, undertake checks for risk management and the prevention of fraud for our legitimate interests of ensuring that use of our services is lawful and non-fraudulent and/or to comply with our legal obligations;
   6. notify you about changes to our service for delivering our service under the agreement between us;
   7. provide you, or permit other companies within the Rank Group to provide you, with information, offers, products or services which are similar to or related to those we provide or to contact you for market research purposes. We will only use your information in this way in accordance with laws relating to marketing directly to individuals, and/or in the pursuit of our legitimate interest of marketing our business;
   8. to disclose it to third parties in accordance with clause 4 below in our legitimate interest and/or for the reasons set out in clause 4.

• Marketing and consents
  1. You may from time to time be asked to give your consent to your information being used for specific purposes, including marketing.
  2. If you wish to alter your consent preferences at any time please notify us by e-mail to support@grosvenorcasinos.com or speak to a receptionist. It may take us a short time to action these preferences.
• Disclosure of your Personal Information
  1. We may share your personal information with any member of the Rank Group for administrative purposes.
  2. We may also share your personal information in the manner set out below:
     1. to marketing partners selected by us for the purposes of selecting and serving relevant promotional materials and adverts to you. We will only do this with your consent;
     2. to any third party and their advisors if all or any part of our business or assets is intended to be sold to that third party and the personal information held by us is likely to be one of the assets transferred;
     3. to any legal, regulatory or law enforcement authority to comply with any legal obligation, to enforce our House Terms or to protect the rights, property or safety of Grosvenor Casinos, its customers or others;
     4. to exchange information with third parties to verify your age, identity and source of funds, undertake checks for risk management and the prevention of fraud and to comply with all regulatory requirements. To do so we and our agencies may check your details against any database (public or otherwise), make other enquiries and record, retain, use and disclose such information to others. Our agencies may use your details in the future to assist other companies for similar purposes. These agencies may include C6 Intelligence Information Systems, Experian, GB Group and Kroll Associates;
     5. to our suppliers to the extent required for them to fully perform their services, such as our payment processors and card issuing banks. This may include Barclays Bank;
     6. to our professional advisers;
     7. to other casinos and appropriate third parties about any suspected criminal or dishonest acts including collusion, cheating (including obtaining an unfair advantage), fraudulent practice or other unlawful or improper activity.
• Access and Corrections
  1. You have the following rights over the way we process personal information relating to you. We aim to respond without undue delay, and within one month at the latest:
     • to ask for a copy of your personal information that we are processing and have inaccuracies corrected;
     • to ask us to restrict, stop processing, or to delete your personal information;
     • to request a machine-readable copy of your personal information, which you can use with another service provider. Where it is technically feasible, you can ask us to send this information directly to another provider if you prefer;
     • to make a complaint to the Information Commissioner’s Office
• Cross-Border Information Transfer

  Where we transfer your personal information outside of the EEA, we have agreements in place with those parties which include standard data protection clauses to ensure that appropriate safeguards are in place to protect your personal information.

• Retention Periods

  We will cease use of your personal information for marketing purposes no more than two years after your last transaction with us. We typically retain your personal information for seven years from when our relationship ends us to satisfy our regulatory obligations, including anti-money laundering regulations. If we hold any information relating to problem gambling matters or any suspension or termination of your account, we may hold this for a longer period, as we reasonably deem necessary.

• Security

  We will take all reasonable technical and organisational precautions to prevent the loss misuse or alteration of your personal information. Please be aware that, although we endeavour to provide reasonable security for information we process and maintain, no security system can prevent all potential security breaches.

• Changes to our Policy

  We may make changes to this Policy at any time. Any significant amendments will be notified to customers by a notice displayed in Reception for a period of 14 days and by display of the revised House Privacy Policy.

• Contact Centre

  If you have any questions or requests please contact us at: Telephone number: 0800 083 1990 E-mail: support@grosvenorcasinos.com Registered office: Grosvenor Casinos, TOR, Saint Cloud Way, Maidenhead, Berkshire SL6 8BN