This page sets out the available contact methods for Grosvenor Casino Dundee, including how to submit enquiries, raise complaints, and access independent support services. All contact routes described are intended for current and prospective guests of the Dundee venue and for matters relating to accounts, visits, and regulatory obligations.
1. How to Contact the Dundee Venue
Grosvenor Casino Dundee can be contacted through the channels below. The appropriate channel depends on the nature and urgency of the enquiry.
1.1 In Person
Queries or concerns can be raised in person at the casino by speaking with a member of staff or a duty manager. Staff at the venue are authorised to handle general enquiries, account-related questions, and initial complaints. If a formal complaint is required, a copy of the complaints procedure can be requested at the venue at any time.
1.2 Telephone
Telephone contact is available for enquiries that require a direct conversation. The number for the Dundee venue is listed on the official Grosvenor Casinos website. Telephone lines are staffed during the venue’s operating hours. Out-of-hours calls may not be answered. In such cases, contact should be made during the next available period or via an alternative channel.
1.3 Written and Online Enquiries
For non-urgent matters, written enquiries may be submitted via the contact form available on the Grosvenor Casinos website. This method is suitable for account queries, documentation requests, and general correspondence. Written enquiries are answered within a reasonable timeframe. For time-sensitive matters, telephone or in-person contact is preferable.
1.4 Postal Address
Correspondence may also be sent by post to the registered address of the Dundee venue. Postal contact is appropriate for formal written notices, subject access requests under data protection legislation, and other legal correspondence. The envelope should be clearly marked with the nature of the enquiry so it can be directed to the appropriate department.
2. Complaints Procedure
2.1 Submitting a Complaint
To make a formal complaint, contact should first be made with Grosvenor Casino Dundee directly, either in person, by telephone, or in writing. Under UK regulatory requirements, gambling operators must have a complaints policy in place and make it available to customers on request. A copy of this policy may be requested at the venue or via the written contact channels.
2.2 Resolution Timeframe
Once a complaint has been received, it will be acknowledged and handled in line with the internal procedure. UK Gambling Commission guidance states that gambling businesses have up to eight weeks from receipt of a complaint to reach a resolution. If a complaint is not resolved within this period, or if the account holder is not satisfied with the outcome, the matter may be eligible for escalation to an approved Alternative Dispute Resolution (ADR) provider.
2.3 Alternative Dispute Resolution
If a complaint cannot be resolved directly with the casino, it may be referred to an independent ADR body. The applicable ADR provider will be identified in the complaints policy. ADR services are free of charge to consumers and provide an impartial review of unresolved disputes between players and licensed gambling operators.
2.4 UK Gambling Commission
The UK Gambling Commission is the statutory regulator for commercial gambling in Great Britain. The Commission does not adjudicate individual disputes between players and operators but does accept information about potential breaches of licence conditions. If a regulatory matter is considered not to have been addressed through the complaints process, the UK Gambling Commission may be contacted directly via its official website at gamblingcommission.gov.uk.
3. Responsible Gambling Support Contacts
Grosvenor Casino Dundee operates under a licence issued by the UK Gambling Commission and is required to signpost customers to responsible gambling support services. If you or someone you know is experiencing difficulties related to gambling, the following independent services are available:
- National Gambling Helpline: 0808 8020 133 (free, confidential, available 24 hours)
- GamCare: www.gamcare.org.uk
- BeGambleAware: www.begambleaware.org
- Gambling Therapy: www.gamblingtherapy.org
These services are independent of Grosvenor Casino Dundee and provide confidential advice, counselling referrals, and practical support. Contact with these organisations does not affect any account or the relationship with the venue.
4. Data Protection Enquiries
Requests relating to personal data, including subject access requests, requests for erasure, or queries about how information is processed, should be submitted in writing to the venue or to the data protection contact identified in the Privacy Policy. Verified data subject requests are handled within the timeframes set out under applicable UK data protection legislation.
5. Accuracy of Contact Information
Contact details for Grosvenor Casino Dundee, including telephone numbers, postal addresses, and online contact forms, are maintained on the official Grosvenor Casinos website. Third-party directories and aggregator sites may not reflect current or accurate contact information. For verified contact details, reference should always be made to the official website or direct contact with the venue. The company is not responsible for information published by third parties that may be outdated or incorrect.