Grand Hotel Casino Terms and Conditions

1. General
   1. These Terms and Conditions ("Terms") apply to customers ("Player/s", "You") who use any of the products, software, websites offered by Grand Hotel Casino ("Casino", "website" "Service" "Us/We/Our").
   2. The Player must create an account and deposit in order to use the service.
   3. Terms of Use Agreement
      1. Except for downloading one copy of the Agreement on any single computer for your personal, non-commercial home use, you must not reproduce, prepare derivative works based upon, distribute, perform or display the Agreement without first obtaining the written permission of Grand Hotel Casino.
      2. Agreement must not be used in any unauthorized manner.
      3. BY USING THE WEBSITE AND/OR CREATING AN ACCOUNT ON www.grandhotelcasino.com, YOU CONFIRM THAT YOU HAVE READ AND UNDERSTOOD THESE TERMS AND THAT YOU AGREE TO OUR TERMS AND CONDITIONS. IF YOU DO NOT AGREE TO ANY OF THESE TERMS, YOU SHOULD NOT USE OUR SERVICES.
   4. These terms are considered correct and fair by Grand Hotel Casino. Should Players require advice regarding these, or any other part of our service, please contact The Casino Support Centre.
   5. Players will be given prior notice of any changes to these Terms and Conditions before they come into effect by email. Any new version of the Terms and Conditions will take effect 7 days after the email was sent, and Player's continued use of the Services after this period will be deemed to constitute Player's acceptance of such new version of Terms and Conditions.
   6. If any provision of this Agreement shall be held or made invalid by court or regulatory body, the remainder of this Agreement shall not be affected thereby. In such cases, the invalid provision shall be interpreted as closely as possible in an acceptable manner to its original objective.
2. About The Casino
   1. Grand Hotel Casino is authorized to operate www.grandhotelcasino.com
   2. Grand Hotel Casino is a brand managed by Apollo Entertainment Limited (C45483), 8, Villa Seminia, Suite 2, Sir Temi Zammit Avenue, TA' XBIEX XBX 1011, MALTA, a Maltese registered company.
   3. Apollo Entertainment Limited provides facilities for gambling to persons located in Great Britain in reliance on its UK Gambling Commission licence under the account number: 38620.
3. Financial Institution
   1. Grand Hotel Casino is not a financial institution and thus any funds made into Player's account (active or dormant; please see for more details under ‘Account Dormancy’) are not due any interest payments on any account balances, including deposit(s) or pending withdrawals.
   2. Grand Hotel Casino does not provide advice to Player’s regarding tax and/or legal matters.
   3. Players who wish to obtain advice regarding tax or legal matters are advised to seek professional assistance.
   4. Player is strictly prohibited from utilising Grand Hotel Casino and its systems to facilitate arbitrage through Currency Exchange transactions. Where Grand Hotel Casino deems that a Player has deliberately used the aforementioned systems for financial gain through arbitrage, any gains will be forfeited and deducted from the Player’s balance without warning or notification.
4. Participation and Jurisdiction
   1. The casino does not accept registration nor gaming activity by those under the age of 19.
   2. We reserve the right to perform checks (electronic or otherwise) and/or request valid documentation at any time, to verify the identity of our players and/or to satisfy regulatory requirements.
   3. The Player accepts sole responsibility of their gaming activity at the casino, including the legality of online gambling in their country/jurisdiction of residence or location. The availability of our Services does not intend to enable the player to contravene any applicable laws or regulations with online gaming.
   4. We shall not be liable for any breach of any local, national/federal, state or other laws that may occur as a result of the player's gaming activity at the casino.
5. Player's Casino account
   1. All information supplied upon registering must be accurate and complete in all respects. Grand Hotel Casino reserves the right to confirm the details supplied on registration by requesting personal identification documents by email and other means.
   2. Accounts found to have incorrect or incomplete registration details may be suspended until the verification process has been completed. If we cannot complete the verification process the account may be closed and/or suspended and any balances (including winnings) confiscated/refunded or deposits voided at the casino's discretion. Please see for further details under ‘Verification Procedure’.
   3. Players must keep their registration details up to date. Support Centre should be notified for any changes in address, email, phone number or other contact/personal information.
   4. Players may only open and operate a single account. Where a Player is identified with more than one account we reserve the right to suspend these accounts and winnings associated with multiple accounts may be confiscated. The Player must also not have used sign up bonuses multiple times.
   5. Grand Hotel Casino allows all Players to select a password which must be kept confidential. Any actions carried out through Player's account will be deemed valid if username and password (including biometrics) have been entered correctly. If you activate biometric log in, you must register only your biometrics on your device, and not the biometrics of any other person. We are not responsible for verifying that the biometrics are yours. Your biometrics will be stored on your device only.
   6. The Player is solely and entirely responsible for maintaining the confidentiality of their account login details comprising of password and username. The Player is responsible for all activities that occur under the casino account. Grand Hotel Casino will not be liable to the Player or a third party for any loss arising from failure to store the account login details in a secure manner.
   7. Grand Hotel Casino reserves the right to close or suspend a Player's account without refund if it becomes evident that the Player has disclosed their account login details to a third party.
   8. Grand Hotel Casino will not abuse its relationship with the player by any unauthorised activity on the player's operating system or casino account.
   9. The player may receive an email to the registered email address for account activation and ongoing communication from the Casino.
   10. If the Player has previously unsubscribed at Grand Hotel Casino, please contact The Casino Support Centre.
   11. Account Dormancy
       1. If after 60 days the Player's Casino account shows no activity, it will be considered dormant. Player’s Casino account is considered to be dormant if the Player has not made a wager/bet or has not deposited/withdrawn funds within the last 60 days.
       2. In this eventuality, in the interest of protection of Player’s funds, Grand Hotel Casino will remove any Player’s balances which may be comprised of bonus and cash money. Bonus funds will be forfeited. Player’s cash balance can be returned to the Player’s Casino account upon request within a reasonable timeframe, providing the Player successfully passes verification/security questions.
   12. The transfer of funds between individual Player accounts are strictly prohibited.
   13. Account Suspension / Closure
       1. Grand Hotel Casino reserves the right to close or suspend a Player's account at its sole discretion by giving an appropriate notice with reasons, including, but not limited to, any unauthorised use of the Player’s account. No refund of account balances will be granted.
       2. Any unauthorised use of the gambling account may result in the termination of the gambling account. Grand Hotel Casino reserves the right to terminate any of your Casino Rewards accounts.
       3. If the Player identifies any unauthorised use or theft of the account login details, or any other security breach have occurred, Grand Hotel Casino must be immediately informed of this occurrence.
   14. To close a Casino account please contact The Casino Support Centre.
6. Protection of Customer Funds
   1. We are required by our licence to inform customers about what happens to funds which we hold on account for you, and the extent to which funds are protected in the event of insolvency.
   2. We hold customer funds in a separate account, whereby they remain distinct from the company's daily operations, but still form part of the designated assets in the event of insolvency. This meets the Gambling Commission's requirements for the segregation of customer funds at the level: not protected segregation. More information regarding the levels of segregation can be found on: https://www.gamblingcommission.gov.uk/public-and-players/guide/what-happens-to-your-money-if-a-gambling-business-goes-bust.
   3. ‘Customer funds' means the aggregate value of funds held to the credit of customers including, without limitation:
      1. Cleared funds deposited with Grand Hotel Casino by customers to provide stakes in future gambling
      2. Winnings or prizes which the customer has chosen to leave on deposit with Grand Hotel Casino or for which Grand Hotel Casino has yet to account to the customer, and
      3. Any crystallised but as yet unpaid loyalty or other bonuses, in each case irrespective of whether the licensee is a party to the gambling contract.
   4. Grand Hotel Casino conducts weekly reconciliation of its accounts.
   5. You will be notified before making a deposit if Grand Hotel Casino has made any changes to how we provide protection of customer funds.
7. Verification Procedure
   1. Grand Hotel Casino reserves the right to ask Players for verification documents following deposits and/or prior to executing a withdrawal. Should it be deemed necessary the casino may also require these documents to be certified by a registered Notary or a registered professional. This includes, but is not limited to:
      1. Proof of ownership of the financial accounts being used to deposit and/or withdraw from the casino. This would include but not be limited to a copy of the physical card, statement relating to a specific bank account, or relevant screenshots of other online wallets and methods.
      2. A copy of valid ID; such as a Passport, Driver’s License or government-issued identity card.
      3. Documents confirming residence, such as a bank statement or utility bill, no older than 3 months.
   2. All documents must be clear and legible to ensure satisfactory completion of Player’s verification. If the documents provided are incomplete, obstructed or evidence of tampering and any other reason deemed unacceptable, the Player must provide additional information until Grand Hotel Casino is able to successfully verify the Player’s identification.
   3. If Grand Hotel Casino has reasonable grounds to suspect that the Player has provided false documentation, misleading or incorrect information, Grand Hotel Casino will not accept such documents as valid and the failure of Player’s verification may result in termination of the casino account and/or failing the withdrawal request.
   4. Player’s withdrawal may not be processed until satisfactory identity verification has been completed.
8. Use of bots and Illegal Software
   1. The use and abuse of malicious software and bugs in any of the gaming software provided on the Casino platform is illegal.
   2. The use of software/hardware to influence or modify the outcome of any of the games or financial gain is strictly forbidden and any monies acquired in this manner will be confiscated immediately.
   3. Using a Virtual Machine is also regarded as a deliberate attempt to manipulate the game play and/or deceive the casino. Any financial gains made under these conditions will be confiscated.
9. Interruptions to casino activity
   1. Grand Hotel Casino shall accept no liability for any damages or losses which are deemed or alleged to have arisen out of or in connection with the Grand Hotel Casino’s casino software or its content; including without limitation, delays or interruptions in operation or transmission, loss or corruption of data, communication or lines failure, payments processing, any person's misuse of the site or its content or any errors or omissions in content. Grand Hotel Casino reserves the right to close or suspend a Player's account, by giving an appropriate notice with reasons.
   2. In the event of systems or communications errors relating to the generation of random numbers, bet settlement or other element of the Service we will not be liable to the Player as a result of any such errors and we reserve the right to void all bets on the games in question.
   3. In the event of a Casino system malfunction all wagers placed during such period will be null and void, as well as payouts obtained from a malfunctioning game or service. This includes but not limited to operating systems, web browsers, software and hardware failures.
   4. We reserve the right to refuse or limit any wager(s) at our sole discretion for any reason. In circumstances where a stake is deemed to be or is declared void at our discretion, any sum deducted from your Casino account with respect to that stake or wager shall be credited to your Casino account. Wagers shall only be valid if accepted by our server. Until acceptance, no communications from the Player shall be binding on us and all information displayed on this site constitutes an invitation to play only. Malfunction (whether on a website, software or device) voids all pays and plays. Should we determine to waive a rule in the interest of fair play to you, it shall only be for that instant and shall not set a precedent for the future.
   5. Grand Hotel Casino reserves the right to void any winnings that were obtained as a result of hardware/software error or malfunction. Players found abusing such errors/malfunctions are subject to having their Casino account closed and any deposits and/or winnings forfeited. In the event of a website system malfunction all bets are void.
10. Responsible Gambling
    1. Gambling is a form of leisure and entertainment but may become addictive. We promote responsible gambling by offering:
       1. Cooling-off periods from 24 hours to 6 weeks.
       2. Self-exclusion period of 6 months to 5 years.
       3. The setting of deposit limits.
       4. Referrals to problem gambling organisations.
       5. Session reminder.
       Please see our Responsible Gambling Policy for full details.
11. Support, Disputes and Complaints
    1. The Casino Support Centre is available if you experience any difficulties.
    2. The current balance and transaction history of Player's account may be viewed at any time. Should there be any claim or dispute arising from past or current transactions, please follow our complaints procedure below:
       1. In the event that you need to make a complaint the first step should be to contact our 24/7 Casino Support Team.
       2. If the complaint has not been resolved after contacting the support team the next course of action is to lodge your query by sending an email to complaints@crhelpdesk.com. Here the case is escalated to a solutions specialist who will endeavour to respond within 5 days on most occasions. Depending on the nature of the enquiry and specific investigations required, it may take longer than this to resolve.
       3. If there is no satisfactory resolution after internal escalation you can then contact our independent alternative dispute resolution service eCOGRA who will act as mediators and make a final decision that will be respected by both parties. You can also contact the European Commission's ODR Platform for assistance with dispute resolution.
       4. For the full policy document Click Here.
    3. Any dispute relating to the provision of the games and the validity, performance and construction of the present agreement relating to the games shall be exclusively solved in terms of Maltese law. Where recourse to the Courts of Law is necessary, Maltese courts shall have exclusive jurisdiction.
    4. Grand Hotel Casino will endeavour to resolve all disputes in a timely and responsible manner however where a dispute remains unresolved by both parties arbitration may be sought as described above. If after this process a matter still remains unresolved, UK persons may bring a dispute to the Gambling Commission at info@gamblingcommission.gov.uk.
12. Sign Up Offer - Terms and Conditions
    1. To be eligible for this offer, you must register an account as a new Player.
    2. All bonus monies will be credited as bonus funds (i.e. not cash) to the Player's Casino account or to Casino Rewards account.
    3. Each individual deposit made with Grand Hotel Casino is considered a single deposit for the purpose of this promotion. The total of successive deposits cannot fulfil the sign up bonus requirements - each deposit is only considered individually. Therefore the first three (4) individual deposits ONLY will determine the bonus amounts allocated for the purpose of this promotion.
    4. The minimum deposit is £10.
    5. In the interest of avoiding any confusion related to this promotion and the winnings transferred to the Casino account, the Player agrees to commit to the wagering requirements for all bonuses/winning obtained in accordance with the terms as stated in General Promotion Terms and Conditions and in Bonus and Cash Account Terms and Conditions below.
13. Bonus and Cash Account - Terms and Conditions
    1. A Player's total account balance consists of a cash account balance and a bonus account balance.
    2. A Player's bonus account cannot be cashed in, but can be used to place wagers.
    3. The cash component of the balance may be withdrawn at any time, however this will result in any remaining bonus funds in the bonus balance being forfeited. This includes any bonuses yet to be credited or redeemed that are associated with any withdrawn deposits.
    4. All bonuses are subject to 200 times play-through before your bonus balance is converted to cash. Once bonus funds have been converted to cash, these funds may be withdrawn.
    5. Play-through is achieved when any wager is made. Wagers made from both cash and bonus accounts count towards play-through.
    6. The wagering requirements (for withdrawal purposes) will start being counted from the time all bonus monies are added to the Casino account.
    7. For any wagers made, wager is deducted from the Player's cash and bonus balances in the ratio equivalent to the total cash balance and bonus balance. Winnings will be re-distributed back to the cash and bonus balances using the same ratio. If a Player makes a withdrawal, their bonus balance is reset to zero. This means that if a Player chooses to take back the money they deposited, they will lose any bonus they may still have remaining in their bonus balance.
    8. Winnings on wagers made are credited to their cash and bonus balances in the same proportion as the wager was taken from the respective cash and bonus balances.
    9. Wagering requirements will be carried over from a bonus should a subsequent bonus be redeemed prior to making a deposit.
    10. Different games played may contribute a different percentage of the play-through (up to 100%) towards the required play-through. For example:
        1. If a Player receives a £100 bonus, they will have to wager approximately £20,000 based on a game with 100% wagering contribution (e.g. Slots and Parlor Games) before attempting a withdrawal.
        2. Similarly, they will have to wager £40,000 based on a game with a 50% wagering contribution (e.g. Table Poker, Casino War, Sic Bo) and so on.
    11. The contributing percentages are as follows:
        1. Slots and Parlor Games count 100% towards wagering requirements
        2. Table Poker, Casino War and Sic Bo count 50% towards wagering requirements
        3. All Blackjacks except Classic Blackjack, Craps and Baccarat count 10% towards wagering requirements
        4. All Video Pokers except All Aces Video Poker, Caribbean Draw Poker, Texas Hold'em Bonus Poker Gold, Triple Action Hold'em Bonus Poker Gold, Classic Blackjack and all Roulettes count 2% towards wagering requirements
        5. All Aces Video Poker does not count towards wagering and no loyalty points will be earned when playing.
    12. Doubling up on any game at Grand Hotel Casino will not count towards your wagering requirements.
    13. Live Casino games:
        1. Live Baccarat, Top-Card and all Live Blackjack games count 10% towards the wagering requirements.
        2. Deal or No Deal Live and Lightning Dice count 100% towards the wagering requirements.
        3. Super Sic Bo, Live Auto Roulette, Live French and American roulette, Live Caribbean Stud Poker, Live Casino Hold’em, Live Three Card Poker, Live Dream Catcher wheel, 2 Hand Casino Holdem and Side Bet City count 2% towards wagering requirements.
14. General Promotion Terms and Conditions
    1. All promotions can only be claimed once per device, person, household, family, physical address, email address, financial account, IP address or shared network environment such as a library, workplace, university or school. Any winnings associated with a bonus being claimed more than once will be confiscated and the casino account closed.
    2. Unless specifically stated otherwise, no two promotions can be used in combination and promotions only apply to deposits and wagers on the Grand Hotel Casino software download.
    3. Every effort will be made to credit the Player's account with any promotional bonuses within one business day or sooner. Promotions that are earned over a time period such as weekend or monthly bonuses will be awarded within one business day following the end of that time period i.e. on the Monday after the weekend or on the first business day of the following month.
    4. If the debit card, eWallet or financial account used to make the deposit to receive the sign up bonuses is not in the name of the individual registered on the Grand Hotel Casino account, the casino reserves the right to void any winnings. Attempts to withdraw any associated winnings from the sign up bonuses using debit card, eWallet or financial account in a different name to the casino account holder may also lead to winnings being void.
    5. All casino promotions are reviewed regularly and Players will be given prior notice of any changes to a promotions Terms and Conditions before they come into effect by email. Any updates to the Terms and Conditions will take effect 7 days after a Player is informed via email. We reserve the right to consider a Players use of the promotion or continued use of the services after this period as a Players acceptance of such updates to the Terms and Conditions.
    6. Grand Hotel Casino reserves the right to correct any error in bonus points, casino credits, and/or prizes awarded. Winnings will not be affected but the players casino account balance will be adjusted to reflect the correct amount when any error is detected.
    7. We reserve the right to suspend the take up of new bonus offers where strong signs of problem gambling are identified. This includes individual-specific promotions and in-game mechanics such as bonus spins. In circumstances where an individual is part way through the requirement of a bonus and restrictions are applied, matters will be assessed on a case-by-case basis.
    8. Promotional bonuses/prizes that remain unused in a Player's casino account for longer than 60 days from the date of registration, will be forfeited. Promotional bonuses/prizes will be deemed "used" once the minimum wager requirements have been met. The sign up bonus is determined by the date a casino account is opened. If a Player opens a casino account but leaves it dormant for a period of time, the Player will still be awarded the sign up bonus that was active when they joined Grand Hotel Casino.
    9. While Grand Hotel Casino protects all personal data entrusted to us, we reserve the right to use Players' first names and/or initials in any Casino announcement pertaining to promotion results. We will seek Player’s consent before doing so.
    10. Only promotions specifically advertised on this Casino's website will be honoured by the Grand Hotel Casino. Any promotional offer issued by any other party, including but not limited to affiliated persons or organizations, may not be recognized by this Casino and are thus deemed invalid.
    11. Any promotional materials distributed by Casino Rewards is for the intended recipient only and cannot be transferred. Players must have received a written invitation addressed to them from Casino Rewards in order to take advantage of any part of this promotion.
    12. Any promotion or giveaway run by Grand Hotel Casino for any kind of merchandise or cash is not inclusive of any taxes, registrations, licensing, insurance, postage or delivery unless otherwise stipulated within the promotion terms and conditions.
    13. Any cash prizes awarded by Grand Hotel Casino will be paid directly into the recipient's Casino Rewards account or casino account.
    14. Grand Hotel Casino may in our sole discretion limit the eligibility of Players to participate in any promotion.
    15. Grand Hotel Casino reserves the right to remove the sign up offer and/or any further promotions from these and/or linked accounts for any reason whatsoever with the appropriate notice, including, but not restricted to violation of promotional terms. An activity is considered to be a violation of promotional terms when it is designed to take advantage of our offers.
        Violation of terms includes but is not limited to:
        1. The Player misuses the casino account for the exploitation of promotional offers, without ever demonstrating any degree of risk with personal funds or serious intention to play, the redemption of all such promotional offers, including but not limited to sign-up bonuses, will be suspended until such times as the Player demonstrates a playing history whereby a risk of personal funds is periodically demonstrated at the Casino.
        2. Multiple account strategy / proxy account strategy.
    16. Grand Hotel Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. 'Irregular play' includes but is not limited to any one or more of the following types of play:
        1. Using the double-up feature to increase bet values.
        2. Even money bets on Sic Bo, Craps and Roulette.
        3. Starting a game's feature after the bonus balance used to build up the credits towards the feature has reached 0.
        4. Withdrawing deposited funds, either in whole or in part, prior to the redemption of associated bonus funds. Using the autoplay feature for the purpose of meeting bonus account wagering requirements.
        5. Playing for deliberate minimum risk, equal, zero margin or hedge betting in order to conceal the appropriate spirit for the purposes of meeting bonus wagering requirements.
    17. Employees, officers and directors of Grand Hotel Casino, its promotional or other agencies, licensees and licensors, service providers and any other associated or affiliated companies shall not be eligible for entry. The same terms shall apply to the direct families of such persons.
15. Payment and Winnings
    1. General Terms and Conditions
       1. It is the Player's responsibility to be aware of these terms upon which payments are accepted and winnings are paid. As mentioned in Section 1 (v) of these Terms and Conditions, Players will be given prior notice via email of any changes to these Terms and Conditions relating to material changes on how payments are accepted and winnings are paid before they come into effect. Any updates to the Terms and Conditions will take effect 7 days after the email was sent. We reserve the right to deem a Player's continued use of the Services after this period to constitute a Player's acceptance of such updates to the Terms and Conditions.
       2. Player shall not deposit funds into the Grand Hotel Casino which are ill-gotten, dishonestly obtained, proceeds of or intended to be used for money laundering or terrorist financing, or that would otherwise be generally considered illegal.
       3. Grand Hotel Casino reserves the right to confiscate any withdrawal or casino account balance suspected of being linked to any kind of fraudulent activity included but not limited to identity theft or payment fraud.
       4. Any criminal or suspicious activity at the Grand Hotel Casino may be reported to relevant authorities and where such activity is suspected or confirmed may result in a Player’s casino account being suspended indefinitely and any winnings voided and balances confiscated.
       5. If Players transfer funds between each other's financial accounts or if multiple Players have their financial accounts funded by a common source it will be considered fraudulent and it may be investigated. Grand Hotel Casino reserves the right to void any winnings associated with these types of practices and to suspend the associated casino accounts indefinitely and confiscate any casino account balances.
       6. If a financial account used to deposit and or withdraw funds is not in the name of the Player registered on the Casino, Grand Hotel Casino reserves the right to suspend the casino account and or financial account indefinitely.
       7. The Player accepts that it is their responsibility to ensure they have sufficient funds in the financial account(s) used to deposit at Grand Hotel Casino. This includes sufficient funds at the time the deposit is made and at the time their financial account is debited. In the event of insufficient funds at either of these times, Grand Hotel Casino reserves the right to reject deposits and to void any winnings and confiscate any casino account balances. Grand Hotel Casino may in its sole discretion request from the Player, and the Player agrees to provide, such evidence satisfactory to Grand Hotel Casino to prove that sufficient funds were available at the time of their deposit or at the time their financial account was debited.
       8. Players whose deposits are repudiated, recalled, charged back, disputed, revoked or otherwise generally not paid will have their winnings voided, their balances confiscated and all their casino accounts on the Casino Rewards network locked. In the unlikely event Grand Hotel Casino decides not to exercise any or all of its rights under this term it will not constitute a waiver of its right to exercise this or any other term in future.
       9. It is the Player's responsibility to retain copies of transaction records and of past and present website policies and rules.
       10. Our Anti-Money Laundering (AML) policy is derived from our obligations under the casino’s license conditions and the EU 5th Anti-Money Laundering Directive. Grand Hotel Casino reserves the right to conduct appropriate security reviews. The security review may be conducted if we believe, or suspect, that you may be engaging, or have engaged, in fraudulent, collusive, unlawful or improper activity that may especially relate to money-laundering and financing of terrorism.
       11. Security reviews grants Grand Hotel Casino the right to perform Player’s identity, source-of-funds, financial account, and other background due diligence checks and may require documentation and information from the Player to do this. Failure by the Player to comply with any such requests or part thereof, or/and an unsatisfactory outcome of the security review grants Grand Hotel Casino the right to void any winnings on the Player’s account, restrict further deposits and withdrawals, confiscate any casino account balances, and to lock the Player’s casino account indefinitely. As for the security documents, please see for more details under ‘Verification Procedure’.
    2. Payment of Winnings and Withdrawals
       1. Winnings are credited to the Player’s cleared casino account balance in the currency of their casino account. Should the Player wish to withdraw some or all of their balance they must enter the amount they want to withdraw from within the casino and choose a withdrawal method.
       2. The minimum withdrawal amount is £10, excluding payments to DBT (Direct Bank Transfer) which is £300 (excluding transfer fees).
       3. Withdrawal method DBT incurs withdrawal fees. These fees are:
          1. Under 3000 units: $50.00 USD, 35.00€, £30.00
          2. Over 3000 units: $100 USD, 70.00€, £60.00
       4. Withdrawals that are required to be processed via a different currency to Player’s casino account currency will be subject to a currency conversion. This currency conversion will be based on the average daily interbank market rate plus a currency conversion fee of 2.5%.
       5. Grand Hotel Casino reserves the right to and in many cases will be obligated to pay withdrawals back to financial accounts previously used by the Player to deposit with at the Casino.
       6. Grand Hotel Casino reserves the right to deduct monies owed to the Casino as a result of chargebacks, disputes or any outstanding dues from Player winnings/withdrawals. The Player may be notified of such action taken beforehand where possible.
       7. Updating or adding additional payment details may only be made within the Casino or by contacting customer service.
       8. Withdrawals may be subject to a processing period which may entail verification and other checks. During this time funds will not be visible to the player, nor will the funds be accessible by the player.
       9. Withdrawals are generally processed during standard business days (Monday to Friday). Processing of withdrawals may not take place during public holidays and weekends.
       10. Payments to bank accounts, cards and e-wallets are subject to daily limits including those imposed upon us both directly and indirectly by regulators, card schemes, banks, payment processors and financial institutions. Depending on your withdrawal method you may be restricted to receiving a portion of your winnings paid daily over successive weekdays until the balance is fully paid. The following withdrawal limits may apply:
           1. MasterCard Payment Transaction – 40,000.00 EUR per day
           2. Visa Original Credit Transaction (OCT) – Visa requires acquirers to limit OCTs by count and amount. These are the maximum number or dollar amounts of OCTs that a single recipient or cardholder can receive in any one, seven or 30-day period. The limits may apply as follows (count/amount):
              1. One-Day: 30/50,000.00 USD
              2. Seven-Day: 50/85,000.00 USD
              3. Thirty-Day: 150/170,000.00 USD
           3. eWallets (PayPal, Skrill, Neteller) – the withdrawal limit may be in place due to the outstanding ID verification imposed by the eWallet provider on your eWallet account. Please check your status of the ID verification on your eWallet account directly with the provider in order to avoid any payment delays from the casino account into your eWallet account.
       11. Please note that once payments have been released from Grand Hotel Casino it may take some time for the funds to reach your nominated financial account. Processing times can vary between payment methods, processors and banks and are beyond our control. Grand Hotel Casino shall not be made responsible for any delay in transferring the payments into your nominated bank account.

Updated: 03/07/2024 13:00:00 +1000