1. Purpose and Scope
This document sets out the responsible gaming framework applied at Grosvenor Casino Stockton. It describes the obligations placed on the venue, the tools and procedures available to customers, the conditions under which access to gambling may be restricted, and the external support services to which customers may be directed.
Grosvenor Casino Stockton operates under a licence issued by the UK Gambling Commission (UKGC). All responsible gaming measures described in this document are applied in accordance with UKGC Licence Condition 3.3.1 and the wider requirements of the Gambling Act 2005. Compliance with these conditions is mandatory.
2. Regulatory Framework
The Gambling Commission is the statutory regulator for gambling in Great Britain. It licenses and supervises gambling operators, including land-based casinos, and sets binding requirements for player protection. Grosvenor Casino Stockton is subject to these requirements in full.
UKGC Licence Condition 3.3.1 requires that responsible gambling information be made readily available to all customers. This includes information on how to gamble responsibly, how to monitor and control gambling activity, and how to access help for problem gambling. This information must be displayed prominently within gambling areas and adjacent to ATMs, and must also be accessible discreetly, including through removable materials and digital access points.
The Department for Culture, Media and Sport (DCMS) is the UK government department responsible for the legislative framework within which the Gambling Commission operates.
3. Minimum Age Requirement
The minimum legal age for participation in casino gambling at Grosvenor Casino Stockton is 18 years. Entry to the gaming floor and participation in any gambling activity is restricted to persons who have verified their age. Identity verification is required as a condition of access. Underage gambling is not permitted under any circumstances.
4. Player Protection Tools
Grosvenor Casino Stockton provides access to tools designed to support control over gambling activity. These tools are available upon request and are not subject to any charge.
4.1 Deposit and Spend Limits
Customers may request the application of limits on the amount they spend during a defined period. These limits are intended to help prevent overspending and to reduce the risk of financial harm associated with gambling.
4.2 Session and Time Controls
Customers may request time-based controls, including session duration limits and reality check reminders. These controls are designed to help customers remain aware of the time spent gambling and to take breaks at regular intervals.
4.3 Timeout
A timeout allows a customer to take a short-term break from gambling activity. Timeouts may be requested for periods ranging from 24 hours to several weeks. During a timeout, the customer is not permitted to access gambling services at the venue.
4.4 Self-Exclusion
Self-exclusion is a voluntary arrangement under which a customer requests to be banned from gambling at Grosvenor Casino Stockton for a defined period. Once a self-exclusion is in place, the customer is not permitted to gamble at the venue for the duration of the exclusion. Self-exclusion requests are processed without delay and are treated as binding.
Customers seeking to self-exclude from all UKGC-licensed online gambling sites may register with GAMSTOP, the national online self-exclusion scheme. GAMSTOP exclusions apply for a minimum period of six months and cover all participating UKGC-licensed operators.
4.5 Activity Overview
Customers may request a summary of their gambling activity, including time spent, amounts deposited, and win and loss records. This information is provided to support informed decision-making.
5. Display of Responsible Gaming Information
Responsible gaming information is displayed throughout the gambling areas of Grosvenor Casino Stockton. This includes posters, printed materials available for customers to take away, and information accessible through digital or smart technology access points. Information is also available discreetly for customers who prefer not to request it openly.
6. Credit Card Prohibition
In accordance with UK regulatory requirements, gambling using credit cards is prohibited at Grosvenor Casino Stockton. This restriction applies across all gambling activity and is a mandatory condition of the venue’s operating licence.
7. Indicators of Problem Gambling
Grosvenor Casino Stockton staff are trained to recognise behavioural indicators that may suggest a customer is experiencing difficulties with gambling. These indicators include, but are not limited to:
- spending amounts that appear to exceed the customer’s means
- persistent attempts to recover losses through continued gambling
- signs of distress or agitation during or after gambling
- requests to borrow money
- disclosure of financial or personal difficulties connected to gambling
Where such indicators are observed, staff are authorised to initiate a conversation with the customer and to provide information about available support services.
8. Support Services
Customers who are concerned about their own gambling, or about the gambling of someone they know, may contact the following services. These services are independent of Grosvenor Casino Stockton and are provided at no cost.
- National Gambling Helpline (England and Scotland): 0808 8020 133 - available 24 hours a day, 7 days a week
- National Gambling Helpline (Wales): 0808 2819 265 - available 24 hours a day, 7 days a week
- GamCare WhatsApp (mobile only): 020 3031 8881
- BeGambleAware: begambleaware.org
- Gambling Commission - Safer Gambling: gamblingcommission.gov.uk/public-and-players/safer-gambling
The National Gambling Helpline is operated by GamCare, which has provided gambling support services in the United Kingdom since 1997. GamCare also offers live chat support through its website at gamcare.org.uk.
NHS specialist services for problem gambling are available through the National Problem Gambling Clinic (Central and North West London NHS Foundation Trust) and the NHS Southern Gambling Service, which accepts self-referrals and operates Monday to Friday, 9am to 5pm.
9. Obligations of Grosvenor Casino Stockton
Grosvenor Casino Stockton is obligated to:
- display responsible gambling information in all gambling areas in a manner that is prominent, accessible and available for customers to take away
- provide customers with access to self-exclusion, timeout, spend limit and time limit tools upon request
- verify the age and identity of all customers prior to permitting gambling activity
- prevent customers who are subject to a self-exclusion from accessing gambling services
- train staff to identify and respond to indicators of problem gambling
- signpost customers to external support services where appropriate
10. Customer Responsibilities
Customers are expected to engage with gambling activity in a manner consistent with their personal financial circumstances. Customers are responsible for making use of the tools and information provided by Grosvenor Casino Stockton where these are relevant to their situation. Customers who become aware that their gambling is causing harm are encouraged to make use of the self-exclusion procedure or to contact one of the support services listed in Section 8 of this document.
Gambling should not be undertaken under the influence of alcohol or other substances, when experiencing significant emotional distress, or as a means of recovering financial losses.
11. Updates to This Policy
This policy is reviewed periodically to reflect changes in UKGC requirements, applicable legislation, and operational procedures at Grosvenor Casino Stockton. The current version of this document is available at the venue upon request.