- Purpose of This Document
This document sets out the identity verification requirements that apply to customers and visitors of Grosvenor Casino Walsall. It describes the circumstances in which verification is required, the documents that are accepted, the procedures for submitting documentation, and the consequences of non-compliance. The provisions apply to both in-venue visits and any associated account or online verification processes connected to the Grosvenor Casinos brand.
Grosvenor Casino Walsall operates as part of the Grosvenor Casinos estate in the United Kingdom. The online components of the brand are operated by Rank Interactive (Gibraltar) Ltd. The registered office for Grosvenor Casinos is TOR, Saint Cloud Way, Maidenhead, Berkshire SL6 8BN, United Kingdom.
- Why Identity Verification Is Required
Identity verification at Grosvenor Casino Walsall is carried out for the following regulatory and compliance purposes:
- To confirm that a customer meets the minimum legal age requirement to participate in gambling activities.
- To confirm the identity of the customer as part of anti-money laundering obligations.
- To check whether a customer has registered a self-exclusion that would prevent entry or account access.
- To satisfy affordability and responsible gambling assessment requirements where applicable.
These obligations arise from UK gambling regulation and apply across Grosvenor Casinos venues and associated online services.
- In-Venue Verification at Grosvenor Casino Walsall
3.1 Age Verification on Entry
Grosvenor Casino Walsall operates a Challenge 25 policy. Any customer who appears to be under the age of 25 may be asked to produce valid photographic identification before being permitted entry. This check is conducted by venue staff as a standard entry procedure.
3.2 First-Time Visitors
Customers visiting Grosvenor Casino Walsall for the first time are advised to bring a valid driving licence or another accepted official identification document. Failure to produce acceptable identification when requested may result in entry being refused.
3.3 Ongoing Verification During a Visit
Grosvenor Casino Walsall may request valid photo identification and further supporting documentation from customers at any point during a visit in order to complete verification checks. This includes checks related to identity confirmation and compliance with anti-money laundering requirements. Customers who do not provide the requested documentation when asked may be refused continued access to the venue.
- Account and Online Verification
4.1 Document Uploader Service
For customers who hold an account connected to Grosvenor Casinos online services, identity verification is completed through the Document Uploader Service. Customers are required to initiate the verification process by selecting the Start Verification option within the relevant account area.
4.2 Accepted Identity Documents
The following documents are accepted as proof of identity and address:
Document Type - Examples
Government-issued photo ID - Passport, Driving Licence, National Identity Card
Proof of address - Utility bill, Bank statement, Tenancy agreement
All proof of address documents must be dated within the last three months. Documents must show all four corners clearly, with the customer’s full name, address, and date of birth legible. Partial, obscured, or otherwise unclear documents will not be accepted.
4.3 Accepted File Formats and Size
Documents submitted through the Document Uploader Service must meet the following technical requirements:
- Accepted formats: .jpeg, .pjpeg, .png, .gif, .bmp
- Maximum file size: 1MB per document
Documents that do not meet these requirements may be rejected, and the customer may be required to resubmit documentation that complies with the stated criteria.
- Affordability and Source of Funds Verification
In addition to standard identity checks, Grosvenor Casino Walsall and the wider Grosvenor Casinos brand may conduct affordability assessments as part of responsible gambling and regulatory compliance obligations. This process is referred to internally as the Getting to Know You verification stage.
Customers may be asked to provide one or more of the following documents, depending on individual circumstances:
- Recent payslips
- Bank statements covering the last three months in full
- Pension slips or pension award letters
- Tax returns or self-assessment documentation
- Evidence of savings
- Documentation confirming gambling winnings as a source of funds
Customers may also be offered the option to use Open Banking to securely share bank statement data directly with Grosvenor Casinos as an alternative to uploading physical documents. Use of Open Banking is subject to the customer’s consent and the terms of the relevant Open Banking provider.
All documents submitted for affordability verification must be legible, complete, and unaltered. Incomplete, unclear, or edited submissions will delay the verification process and may result in additional requests for information.
- Data Retention
Personal data collected during identity and affordability verification is retained by Grosvenor Casinos for a period of seven years following the end of the customer relationship. This retention period is required to satisfy regulatory obligations, including those arising from anti-money laundering legislation.
Customers who wish to make a request relating to their personal data, including subject access requests or requests for erasure, may contact Grosvenor Casinos using the details set out in Section 8 of this document.
- Consequences of Non-Compliance
Customers who decline to provide requested identity or verification documentation, or who submit documentation that cannot be verified, may be subject to one or more of the following measures:
- Refusal of entry to Grosvenor Casino Walsall
- Suspension or restriction of account access
- Delay or withholding of any pending account transactions pending completion of verification
- Closure of the customer account where verification cannot be completed within a reasonable period
These measures are applied in accordance with Grosvenor Casinos’ compliance obligations and are not discretionary.
- Contact Information
Customers with questions relating to identity verification requirements at Grosvenor Casino Walsall or connected online services may contact Grosvenor Casinos through the following channels:
- Email: [email protected]
- Phone: 0800 083 1990
Support hours for phone contact:
- Monday to Friday: 8am to 8pm
- Saturday and Sunday: 9am to 4pm
- Responsible Gambling Support
Customers who have concerns about their gambling behaviour may contact GambleAware by calling the National Gambling Helpline on 0808 8020 133. This service is free, confidential, and available at any time. Grosvenor Casino Walsall directs customers to this resource as part of its responsible gambling obligations.