1. Overview and Purpose
This document sets out the responsible gaming framework applied at Grosvenor Casino Portsmouth Gunwharf Quays. It describes the obligations held as a licensed gambling venue, the tools and procedures available to customers, and the external support services accessible to anyone affected by gambling-related harm.
Gambling in the United Kingdom is regulated by the UK Gambling Commission (UKGC). All licensed operators, including land-based casino venues, are required to comply with the Licence Conditions and Codes of Practice (LCCP), including Condition 3.3.1, which mandates that responsible gambling information is made readily available to customers and displayed prominently on premises.
Responsible gaming is a regulatory obligation and an operational standard that applies across all areas of the venue.
2. Age Requirement
Gambling at Grosvenor Casino Portsmouth Gunwharf Quays is strictly restricted to persons aged 18 and over. Age verification is conducted at the point of entry and, where applicable, at the point of account registration or transaction. Any individual who cannot confirm that they meet the minimum age requirement will be refused access to gambling facilities.
Minors are not permitted to participate in any gambling activity on the premises. Staff are trained to challenge and verify age where there is reasonable doubt.
3. Safer Gambling Tools
A range of tools is available to help customers manage their gambling activity. These tools are available on request and, where applicable, through account management procedures.
3.1 Reality Checks and Session Awareness
Customers are encouraged to set personal time limits on their gambling sessions. Reality checks serve as reminders of how long a session has been active and prompt the customer to review their activity. These are available to customers who request them and form part of the standard responsible gaming provision.
3.2 Deposit and Spend Limits
Customers may request the application of financial limits on their gambling activity. These limits are applied in accordance with the customer’s instruction and are subject to a cooling-off period before any increase takes effect. Requests to reduce a limit are processed immediately.
3.3 Time-Outs
A time-out is a short-term break from gambling, typically ranging from 24 hours to several weeks. During a time-out, the customer’s access to gambling facilities is suspended for the agreed period. Time-outs are available on request and cannot be reversed before the agreed period expires.
3.4 Self-Exclusion
Self-exclusion is a formal procedure through which a customer requests to be excluded from gambling at the venue for a defined minimum period. Self-exclusion requests are processed promptly and remain in effect for the duration agreed at the time of registration.
For land-based casino self-exclusion across all licensed casinos in Great Britain, customers may use the SENSE scheme (Self Enrolment National Self Exclusion). SENSE allows individuals to exclude themselves from all participating licensed brick-and-mortar casinos in Great Britain. Registration can be completed in person at any participating venue or by telephone.
- SENSE contact: 01482 441 142 (option 1)
For online gambling, the national self-exclusion scheme GAMSTOP allows customers to block access to all participating UK-licensed online gambling operators for periods of 6 months, 1 year, or 5 years. Registration is free and available at gamstop.co.uk.
4. Identifying and Responding to Signs of Harm
Staff are trained to recognise behavioural indicators that may suggest a customer is experiencing gambling-related harm. These indicators include, but are not limited to:
- Extended uninterrupted play
- Visible distress
- Requests to borrow money
- Repeated attempts to access funds
Where such indicators are observed, staff are authorised to initiate a responsible gaming interaction. This may include providing information about available tools, directing the customer to support services, or, where appropriate, initiating a self-exclusion procedure.
A customer is not required to self-identify as having a problem before responsible gaming support is offered. Proactive engagement is part of the standard operating procedure.
5. Customer Responsibilities
Customers are expected to:
- Gamble only with funds they can afford to lose
- Set personal limits before beginning a gambling session
- Make use of available tools if gambling becomes difficult to control
- Inform venue staff if they wish to self-exclude or access responsible gaming support
- Not attempt to circumvent self-exclusion or time-out arrangements
Providing false information to bypass age verification or self-exclusion procedures is a breach of venue conditions and may result in permanent exclusion.
6. Support Services and Contacts
The following organisations provide free, confidential support to anyone affected by gambling-related harm. These services operate independently of Grosvenor Casino Portsmouth Gunwharf Quays.
National Gambling Helpline (GamCare)
- Phone: 0808 8020 133
- Service: 24/7 phone and live chat support
BeGambleAware
- Website: begambleaware.org
- Service: Information, self-help tools, referrals
GAMSTOP
- Website: gamstop.co.uk
- Service: National online self-exclusion
SENSE Scheme
- Phone: 01482 441 142 (option 1)
- Service: Land-based casino self-exclusion
Gamblers Anonymous UK
- Phone: 0330 094 0322
- Service: Peer support and fellowship meetings
Gordon Moody
- Website: gordonmoody.org.uk
- Service: Residential treatment programmes
National Problem Gambling Clinic (NHS)
- Website: cnwl.nhs.uk
- Service: NHS outpatient treatment
Samaritans
- Phone: 116 123
- Service: 24/7 emotional support
The National Gambling Helpline (0808 8020 133) is operated by GamCare and is available 24 hours a day, seven days a week, at no cost to the caller.
7. Regulatory Framework
Grosvenor Casino Portsmouth Gunwharf Quays operates under the regulatory authority of the UK Gambling Commission. Responsible gaming obligations are governed by the LCCP, including the social responsibility provisions set out in the Commission’s guidance for licensees. Compliance with these requirements is subject to ongoing monitoring and may be reviewed by the Commission at any time.
Customers who wish to raise a concern about responsible gaming practices at this venue may contact the UK Gambling Commission directly via gamblingcommission.gov.uk.
8. Updates to This Policy
This policy is reviewed periodically to reflect changes in regulatory requirements, industry standards, or operational procedures. The version in effect at any given time is the version displayed on premises and, where applicable, in official communications. Customers are encouraged to review this document regularly.