Grand Hotel Terms and Conditions

Welcome to Grand Hotel Casino. These Terms and Conditions govern your use of our website and services, and by creating an account or playing at GrandHotel, you agree to be bound by the provisions set out below. We ask that you read this document carefully, as it explains your rights and obligations as a player, as well as our responsibilities as the operator of the Grand Hotel Casino platform.

Company Information and Licensing

We are operated by Fresh Horizons Limited, registered at Palm Grove House, P.O. Box 438, Road Town, Tortola, VG 1110, British Virgin Islands. Our operations are licensed and regulated by the Kahnawake Gaming Commission, Canada, under licence number 00972. We are also eCOGRA certified, and our payout percentages are reviewed by independent auditors to ensure fairness and transparency. GrandHotel has been serving players since 2001, and we remain committed to responsible, licensed operation across our international and Canadian markets.

Eligibility to Play

You must be at least 19 years of age to register an account and play at Grand Hotel Casino. We reserve the right to run identity checks and request supporting documentation at any time to satisfy regulatory requirements and to confirm your age and identity. If we discover that an account holder does not meet our eligibility criteria, we reserve the right to suspend or close the account and void any related winnings.

Player Responsibility and Jurisdiction

We do not maintain a restricted country list. Instead, you alone are responsible for determining whether online gambling is legal in your country, state, or jurisdiction of residence or location. We disclaim liability for any breach of local, national, or state laws that may result from your use of our services. Before registering, we strongly advise that you confirm the legality of online gaming under the laws applicable to you.

Account Registration and Login

To access our games, you must complete our registration process and create a Grand Hotel casino login using accurate, current, and complete information. Your grandhotel login credentials are personal to you and must not be shared with anyone else. We may suspend your account if we detect suspicious activity, multiple accounts, or fraudulent registration details. You are responsible for maintaining the confidentiality of your GrandHotel casino login details, and we are not liable for losses resulting from unauthorized access caused by your failure to protect your credentials.

Casino Platforms and Access

We offer several ways to enjoy our games, including a downloadable client, browser-based play, and dedicated desktop and mobile versions. Whether you prefer the Grand Hotel app or browser access via the Grand Hotel casino app, we design our platforms to deliver a consistent and secure gaming experience. Our GrandHotel casino app and mobile-optimized site allow you to play over 1000+ games from providers including Games Global, Pragmatic Play, and others, covering slots, roulette, blackjack, baccarat, video poker, parlour games, progressive jackpots, and live dealer tables, with an average payout rate of 97%.

Bonuses and Promotions

We provide a generous welcome package for new players. Our welcome bonus consists of four match bonuses across your first four deposits, totaling up to $560: 100% up to $100 on your first deposit, 50% up to $150 on your second, 30% up to $150 on your third, and 20% up to $160 on your fourth. Each deposit is treated individually, and you must claim any Grand Hotel casino bonus code by making your first deposit within 7 days of registration.

• The first and second deposit bonuses carry a 200x wagering requirement
• Bonuses from the third deposit onward carry a 30x wagering requirement
• Slots contribute 100% toward wagering requirements
• Table, live, and parlour games contribute only 2% toward wagering requirements

We do not currently offer a Grand Hotel casino no deposit bonus as part of our standard promotions, and any grandhotel no deposit bonus offers, if introduced, will be communicated directly through our promotional channels. Any Grand Hotel promo code or grandhotel bonus code distributed by us must be entered correctly at the time of deposit to activate the associated offer. We also provide up to $5,000 in additional value across promotions, giveaways, and VIP rewards during your first year with us, including VIP Lucky Jackpots drawn three times daily and weekly tickets to our Time Of Your Life Sweepstakes. Unused promotional bonuses and prizes are forfeited if not claimed within 60 days from your registration date.

Loyalty Program

Our Casino Rewards Loyalty Program rewards you across six status levels. Every 100 VIP points earned is worth $1 in chips, redeemable once you accumulate 1,000 points, and usable across our sister casinos. We also run monthly promotions that add extra VIP points to your account, giving you further opportunities to benefit from your loyalty to GrandHotel.

Deposits, Withdrawals, and Currencies

We accept USD, EUR, GBP, and CAD. Our minimum deposit is $10, and we support deposits via Mastercard, other credit and debit cards, bank transfer services, prepaid vouchers, e-wallets, and Interac. Withdrawals require a minimum of $50, or $300 for direct bank transfer or wire transfer, and we process cashouts via Visa OCT, CAD EFT/eCheque, Skrill, direct bank transfer, and e-wallets.

If you win a sum substantially greater than your total deposits, we may limit your withdrawals to $4,000 per week. Direct bank transfer fees are $50/€35/£30 for withdrawals under 3,000 units, and $100/€70/£60 above that threshold; currency conversion carries an additional 2.5% fee. Once you submit a withdrawal request, we hold it for 48 hours before processing on the following business day, and you may reverse the request at any time until it is fully processed. Processing times vary by method: Visa and Mastercard typically take 3 working days, e-wallets 1–3 working days, direct bank transfer 6–10 working days, and CAD EFT/eCheque 2–3 working days. First-time payouts using a new method may take 5–7 working days.

Customer Support

We offer customer support through email and live chat, available in English. Our live chat team is available 24/7, and we respond to email queries within 48 hours. You can reach us at support@crhelpdesk.com with any questions regarding your account, our terms, or ongoing promotions.

Responsible Gambling

We are committed to promoting responsible play across Grand Hotel Casino. We provide tools and resources to help you manage your gaming activity, and we encourage you to contact our support team if you feel you need assistance controlling your play. If you experience concerns about your gambling habits, we recommend seeking independent advice and support services in your jurisdiction.

Intellectual Property

All content on our website, including graphics, software, trademarks, and game titles, remains our property or that of our licensed providers. You may not copy, reproduce, or distribute any material from our site without our prior written consent.

Limitation of Liability

We strive to provide uninterrupted access to our games and services; however, we do not guarantee that our platform will always be available or free from errors. To the fullest extent permitted by law, we disclaim liability for any indirect, incidental, or consequential damages arising from your use of our services.

Amendments to These Terms

We may update these Terms and Conditions periodically to reflect regulatory changes or operational updates. Continued use of our services after any amendment constitutes your acceptance of the revised terms. We recommend checking this page regularly to stay informed about any changes affecting your use of Grand Hotel Casino.

Contact Us

If you have any questions about these Terms and Conditions, please contact our support team at support@crhelpdesk.com. We are here to help you enjoy a safe, fair, and enjoyable experience at GrandHotel.