Acceptance of These Terms
These Terms and Conditions govern access to Royale Lounge Casino and the use of its casino games, betting products, promotions, payment facilities and account services. By registering an account, depositing funds, placing a wager or continuing to use the services, you confirm that you have read, understood and accepted these Terms.
The following documents also form part of your agreement with Royale Lounge Casino:
- the Privacy Policy and Cookie Policy;
- the Safer Gambling rules;
- the Bonus and Promotions Terms;
- the rules and paytable displayed within each casino game;
- the Sports and Esports Betting Rules when you use sportsbook services.
If product-specific or promotional conditions conflict with these Terms, the more specific conditions apply to that product or promotion unless they state otherwise. Your statutory rights as a United Kingdom consumer are not affected.
Operator and Regulatory Information
Royale Lounge Casino is operated by Grace Media (Gibraltar) Limited, company number 120628, with its registered office at Sovereign Place, 117 Main Street, Gibraltar, GX11 1AA.
Grace Media (Gibraltar) Limited is licensed and regulated in Great Britain by the Gambling Commission under account number 57869 and remote operating licence 057869-R-334655-009. The active licensed activities include remote casino gaming, remote bingo, gambling software and remote betting on real and virtual events. The current licence record can be checked in the Gambling Commission public register.
The gambling software used by Royale Lounge Casino is also provided by Grace Media (Gibraltar) Limited under the same Gambling Commission licence.
Eligibility to Open an Account
You may register and use Royale Lounge Casino only if every eligibility condition below is satisfied. By applying for an account, you confirm that you:
- are at least 18 years old and legally capable of entering into a contract;
- are registering as an individual and not as a company or other organisation;
- are resident in a jurisdiction where the services are lawfully available;
- will use the account personally and only for recreational gambling;
- are not registered with GAMSTOP or subject to another active self-exclusion;
- are not prohibited from gambling by law, employment rules or the rules of a sporting body;
- are not bankrupt, insolvent or subject to a debt relief or similar personal insolvency process;
- will use only lawful funds and payment methods held in your own name;
- are not an employee of Grace Media, its gambling suppliers or relevant service providers.
Royale Lounge Casino may decline an application where verification, affordability, security or regulatory checks are not completed satisfactorily. The operator is not required to open an account for every applicant and may be unable to explain a refusal where disclosure would breach legal, safeguarding or security obligations.
Age Restrictions and Protection of Minors
Gambling at Royale Lounge Casino is strictly limited to customers aged 18 or over. Allowing a minor to access an account or gamble through it is prohibited.
If the operator establishes that a customer was under 18 when gambling took place, the account will be suspended and closed. Wagers placed while underage will be void, winnings and promotional credits will be removed, and the customer’s deposits will be returned after deducting amounts already withdrawn. Relevant information may be reported to the Gambling Commission, payment providers or law enforcement where required.
Parents and guardians should use parental-control software and protect payment details and login credentials on shared devices.
Registration and Account Details
You must provide complete, accurate and current information during registration. This includes your legal name, date of birth, residential address, email address and telephone number. Nicknames, false identities, temporary addresses and another person’s information must not be used.
You must inform Customer Support promptly if your name, address, contact information or payment details change. Royale Lounge Casino may request evidence of the change before updating your account.
Only one account is permitted per person on Royale Lounge Casino. Accounts must not be sold, transferred, shared or operated for another individual. Duplicate accounts may be suspended while the operator investigates their ownership and activity. Promotional benefits applied to duplicate accounts may be removed, and winnings connected with a breach may be voided.
Identity Verification and KYC Checks
Grace Media must verify customers and monitor accounts to comply with the Gambling Act 2005, the Gambling Commission Licence Conditions and Codes of Practice, anti-money laundering rules and other applicable legislation.
Checks may cover your age, identity, address, location, financial circumstances, payment ownership, source of funds and source of wealth. Verification can take place during registration, before gambling begins, during account use or when new risk information becomes available.
Documents That May Be Requested
Depending on the checks required, you may be asked to provide:
- a valid UK passport or driving licence;
- a UK armed forces identity card or another valid government-issued identity document;
- a valid passport issued outside the United Kingdom;
- a bank statement, council tax bill, utility bill, HMRC letter, DWP letter or letterheaded NHS correspondence showing your address;
- bank, card or e-wallet evidence confirming ownership of a payment method;
- a dated photograph or other evidence needed to confirm that the document belongs to you;
- banking, income, expenditure, source-of-funds or source-of-wealth records;
- open banking information where access is lawfully requested and authorised.
Proof of address should normally be dated within the previous three months unless Customer Support specifies another reasonable period. Copies must be clear, unaltered and show the complete document. Expired, obscured, synthetic or falsified documents will not be accepted.
Electronic checks may be completed through credit reference, identity verification, fraud prevention, mobile network, geolocation and open banking providers. A soft search may appear on your credit record but should not affect your credit score.
Restrictions During Verification
Royale Lounge Casino may restrict deposits, wagering, withdrawals or account access while a lawful verification or risk review is in progress. Information will not be requested solely to delay payment. Funds will be released promptly when the necessary checks are complete and payment is lawful.
Immediate restrictions may be imposed where fraud, money laundering, account takeover, gambling harm or another serious risk is reasonably suspected. The operator may be legally prevented from explaining certain actions or reports.
Anti-Money Laundering and Financial Crime
You must not use Royale Lounge Casino to deposit, transfer, conceal or withdraw money connected with criminal conduct. The account is a gambling facility and must not be used as a bank, payment-processing service or means of moving funds without genuine gambling activity.
Grace Media monitors account and transaction activity for signs of money laundering, terrorist financing, proliferation financing, fraud, sanctions evasion and other financial crime. When necessary, the operator may:
- request further identity, payment or financial evidence;
- delay or refuse a deposit, wager or withdrawal;
- place a lawful hold on funds;
- restrict, suspend or close the account;
- return funds to their original source;
- report relevant activity to regulators or law enforcement.
The operator will not notify you about a report or investigation when disclosure would amount to unlawful tipping off or could prejudice an investigation.
Account Security
You are responsible for keeping your email address, password, security answers, passcodes, two-factor authentication codes and device credentials confidential. Do not disclose them to another person or allow anyone to use your account.
Contact Customer Support immediately if you suspect unauthorised access, loss of a device, a compromised payment method or disclosure of your login details. Royale Lounge Casino may temporarily suspend access while the matter is investigated.
Activity completed after the correct credentials have been entered may be treated as activity authorised through your account, except where the operator failed to apply reasonable security or where applicable consumer law provides otherwise.
Location and Permitted Access
Customers using the Great Britain-licensed services must be physically located in Great Britain when gambling. Access from a restricted country or the use of technical methods intended to disguise a customer’s true location is prohibited.
A VPN may be used only while you are physically present in Great Britain and only if it does not prevent Royale Lounge Casino from confirming your location. If requested, you must disconnect the VPN and complete a location check. Attempts to access the services from outside an authorised territory through a VPN, proxy, location-spoofing tool or similar method may result in account closure and the voiding of winnings connected with the breach.
Deposits and Payment Methods
The minimum deposit at Royale Lounge Casino is £5. Available methods and any method-specific limits are displayed in the cashier. A payment option may be withdrawn or restricted for security, regulatory or operational reasons.
Deposits must be made from a personal payment method held in the registered account holder’s name. The following payment sources are not accepted:
- credit cards, including credit cards routed through an e-wallet or payment intermediary;
- company or business cards;
- cryptocurrency;
- prepaid credit cards;
- bank accounts, cards or e-wallets belonging to another person.
No interest is paid on account balances and Royale Lounge Casino does not provide gambling credit. You must have sufficient cleared funds before placing a wager.
You are responsible for entering correct payment information. The operator may be unable to recover a payment sent incorrectly because of inaccurate details supplied by you.
Withdrawals
The standard minimum withdrawal is £10. A smaller withdrawal may be requested through Customer Support. No minimum withdrawal applies when an account is closed.
Withdrawals are normally returned to the most recently used deposit method. If that method is no longer available, the payment attempt fails, or the method cannot lawfully receive the withdrawal, the operator may request evidence and pay the balance to a verified bank account in the customer’s name.
A withdrawal may be held only where verification, fraud prevention, payment security, anti-money laundering or another lawful review is required. Royale Lounge Casino will not impose additional wagering requirements on deposited money simply because a withdrawal has been requested.
Processing and banking times depend on the selected method, the payment provider and whether additional checks are required. The applicable information is shown in the cashier before the transaction is submitted.
Chargebacks
A dishonest chargeback or payment reversal may be treated as suspected fraud. Royale Lounge Casino may suspend associated accounts, pause pending withdrawals and retain an amount no greater than the disputed payment while the chargeback process is resolved. This does not prevent a customer from raising a genuine payment dispute through lawful channels.
Protection of Customer Funds
Grace Media holds customer money in bank accounts separate from its corporate funds. Under the Gambling Commission customer funds insolvency ratings system, these arrangements are classified as Not protected, segregation of customer funds.
This means that customer funds are kept separately during normal trading but would form part of the business’s assets if Grace Media became insolvent. Some or all of the balance might therefore not be repaid. This classification is made by Grace Media and is not an endorsement or guarantee from the Gambling Commission.
Further information is available in the Gambling Commission guidance on unprotected customer funds. Customers must acknowledge the disclosed level of protection when required before deposited funds can be used for gambling.
Casino Games and Results
Casino games are supplied by licensed software providers and use certified random number generators where appropriate. Rules, return-to-player information, winning combinations and stake limits are available through the help or information section of each game.
Practice or demonstration play is illustrative and does not predict the outcome of real-money play. Each round is independent unless the game rules expressly state otherwise.
A wager is accepted when it has been recorded by the operator’s system. The server record is used to determine accepted wagers, balances and results, subject to investigation of any technical fault, manifest error or valid customer complaint.
You should review a game’s rules before placing a stake. By confirming a wager, you accept the stake, paytable and conditions displayed for that game.
Technical Faults and Interrupted Games
If a game or transaction is interrupted, Royale Lounge Casino will apply the relevant game rules and available system records to reach a fair outcome.
- If no result was generated, the affected stake will normally be returned.
- If the point at which the outcome could no longer be influenced had already passed, the recorded result may stand.
- For a multi-stage game, the operator may restore the game to its last recorded state.
- If restoration is not reasonably possible, the unresolved part may be voided and the relevant stake returned.
- Progressive jackpot records may be restored to their position before the fault, subject to the game provider’s verified records.
You must stop using a product and contact Customer Support if you notice an incorrect balance, duplicated payment, impossible result, pricing error or other obvious malfunction. Knowingly exploiting an error is prohibited. Incorrect credits and winnings directly produced by a confirmed fault may be reversed, but unrelated genuine play will not be affected.
Bonuses and Promotions
Every promotion is governed by these Terms, the general Bonus and Promotions Terms and the conditions displayed when the customer opts in. Significant conditions must be available before participation, including eligibility, qualifying deposit, wagering requirement, game contribution, maximum permitted stake, expiry, excluded games and any limit on convertible winnings.
Unless a promotion states otherwise, an offer may be restricted to one qualifying participant per person, household, residential address, IP address, device, payment method, telephone number and email address.
Bonus funds are not withdrawable cash until all stated conversion requirements have been met. If a customer withdraws before completing the requirement, unconverted bonus funds and winnings derived from them may be removed. Real-money stakes and genuine cash winnings unrelated to the bonus remain available subject to ordinary checks.
Bonus Abuse
Prohibited promotional activity includes:
- opening multiple or linked accounts to claim the same offer;
- using another person’s identity, device or payment method;
- opposite-outcome betting or coordinated play intended to remove genuine risk;
- using bots, scripts, auto-clickers or automated decision tools;
- deliberately postponing or storing game features for later use with another balance type;
- exploiting a configuration, pricing or promotional error;
- using prohibited staking systems to convert bonus funds with minimal risk;
- using chargebacks or circular transactions to extract promotional value.
If bonus abuse is established after a reasonable investigation, the operator may remove bonus funds, void winnings directly connected with the breach, restrict future promotions or close the account. Cash funds and winnings from genuine play that are not connected with the misuse will not be withheld.
Prohibited Conduct
You must use Royale Lounge Casino honestly and lawfully. The following activities are prohibited:
- fraud, collusion, chip dumping or coordinated syndicate activity;
- bots, scripts, automated play or software that provides an unfair advantage;
- tampering with games, data feeds, systems or security controls;
- exploiting latency, unfinished rounds, pricing mistakes or software faults;
- account sharing, account trading or operating an account for another person;
- creating duplicate accounts or transferring value between accounts;
- circumventing GAMSTOP, an internal self-exclusion or account restrictions;
- disguising a location or bypassing jurisdictional controls;
- using confidential, restricted or insider information;
- threatening, abusive or harassing conduct towards staff;
- scraping, copying or commercially exploiting the platform or its data;
- using the account to move money without genuine gambling activity.
Where prohibited conduct is reasonably suspected, the account may be restricted during an investigation. Royale Lounge Casino may examine gameplay, transaction records, device information, network data, security logs and supplier reports. Confirmed breaches may lead to affected wagers or winnings being voided, account closure and reports to regulators or law enforcement. Any action taken must be reasonable, proportionate and consistent with consumer law.
Safer Gambling
Gambling should be used as paid entertainment and not as a way to earn income or recover financial losses. Royale Lounge Casino monitors account activity for indicators of gambling-related harm and may contact customers, apply limits or restrict an account when intervention is appropriate.
Available safer gambling controls include:
- daily, weekly and monthly net deposit limits;
- reality checks and account activity information;
- temporary time-outs;
- internal self-exclusion;
- access to account and transaction history;
- marketing preference controls.
A request to reduce a deposit limit takes effect once registered. An increase or removal is subject to a cooling-off process and further confirmation. The operator may also apply restrictions where affordability or gambling-harm concerns cannot be addressed through voluntary controls alone.
Self-Exclusion
Internal self-exclusion may be requested through Customer Support for six months, one year, two years, three years, four years or five years. Once applied, it cannot be cancelled during the selected period. It covers the Grace Media network, closes access to gambling and stops marketing as soon as reasonably practicable.
Customers can also register with GAMSTOP, the national multi-operator self-exclusion scheme for online gambling in Great Britain. Grace Media cannot shorten or remove a GAMSTOP exclusion.
When self-exclusion takes effect, positive cash balances and returns from wagers accepted before exclusion will be paid in accordance with normal verification and legal requirements. If an exclusion is breached because of confirmed operator error, net deposits made during the breach period will be refunded and winnings from that period will be void.
Account Suspension and Closure
You may ask Royale Lounge Casino to close your account through live chat, email or telephone support. The request will be processed as soon as reasonably practicable and within 24 hours. A positive real-money balance will be returned after any required verification and lawful payment checks.
The operator may restrict, suspend or close an account where:
- the action is required by law, regulation, court order or a competent authority;
- eligibility, identity, affordability or source-of-funds checks are incomplete;
- fraud, financial crime, bonus abuse or another breach is reasonably suspected;
- a duplicate account, third-party payment method or identity mismatch is detected;
- serious safer gambling concerns require intervention;
- the customer attempts to bypass self-exclusion or location controls;
- account security or the integrity of the services is at risk.
Advance notice will be provided where reasonably practicable. Immediate action may be taken if notice would create further risk, prejudice an investigation or breach a legal restriction.
If an account is closed for reasons unrelated to prohibited or illegal conduct, the remaining real-money balance will be paid subject to ordinary checks. Funds connected with unlawful activity or a confirmed breach may be withheld, voided or returned to their source only to the extent permitted or required by law.
Inactive Accounts and Dormant Balances
An account is treated as inactive after 12 continuous months without login or gambling activity. Royale Lounge Casino does not charge an inactivity fee. Re-verification may be required before an inactive account is restored.
If inactivity continues for 24 months, the account may be closed. The operator will attempt to return any positive balance to the most recently used payment method. If payment cannot be completed after reasonable efforts, the funds will remain available for the verified account holder or their lawful estate, subject to regulatory and legal checks.
Privacy and Automated Checks
Personal information is processed in accordance with the Royale Lounge Casino Privacy Policy, UK data protection law and applicable Gibraltar requirements. Information may be shared with payment providers, identity-verification companies, fraud prevention agencies, credit reference agencies, GAMSTOP, regulators and law enforcement where there is a valid legal basis.
Automated tools may be used alongside human review for identity verification, fraud detection, financial risk assessment, geolocation, safer gambling monitoring and self-exclusion matching. Where a decision is made solely by automated means and produces a legal or similarly significant effect, you may request human review when that right applies under data protection law.
Marketing consent is separate from acceptance of these Terms. You may change your marketing preferences or use the unsubscribe facility in a message. Opting out of advertising does not stop essential account, payment, security, regulatory or safer gambling communications.
Complaints and Dispute Resolution
A complaint may concern a gambling transaction, game result, payment, promotion, account decision or the service received. Complaints should first be submitted directly to Royale Lounge Casino with the relevant dates, amounts, transaction references, screenshots and supporting documents.
You can contact Customer Support through:
- email at helpteam@royale-lounge-casino-uk.com;
- the live chat available through Royale Lounge Casino;
- the Royale Lounge Help Centre;
- telephone or SMS at +441715580156.
A complaint will be acknowledged within five working days. The operator aims to provide a final response within 15 working days after acknowledgement. Complex cases may require more time, but the internal process will not exceed eight weeks from receipt of the complaint.
Alternative Dispute Resolution
If you receive a final response and remain dissatisfied, or the complaint has not been resolved within eight weeks, you may refer an eligible gambling dispute to eCOGRA. The service is free for customers.
An ADR referral must be made within 12 months of the operator’s final response. Details and the referral process are available through eCOGRA Alternative Dispute Resolution. An ADR decision is binding on the operator but does not remove the customer’s statutory rights.
The Gambling Commission regulates operators but does not decide individual transactional disputes or order compensation. Information about the regulatory complaints process is available on the Gambling Commission website.
Liability and Consumer Rights
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot legally be excluded. Nothing removes rights provided by applicable consumer law.
To the extent permitted by law, Royale Lounge Casino is not responsible for losses caused by circumstances outside its reasonable control, including telecommunications failures, third-party service interruptions, power outages, severe weather, government action or faults in a customer’s device or internet connection.
The operator is not responsible for business losses because accounts are supplied only for personal and recreational use. Any limitation of liability applies only where it is lawful, fair and consistent with the Consumer Rights Act 2015.
Intellectual Property
The software, design, text, graphics, logos, trade marks, game content, databases and other materials used by Royale Lounge Casino belong to Grace Media, its licensors or the relevant game providers.
You receive a personal, limited, non-exclusive and non-transferable right to use the services in accordance with these Terms. You must not reproduce, distribute, modify, reverse engineer, scrape, sell or commercially exploit any part of the platform except where the law expressly permits it.
Changes to the Terms or Services
Royale Lounge Casino may amend these Terms for legal, regulatory, security, technical or operational reasons. Material changes will be communicated clearly before they take effect, normally through email and a prominent notice on the service.
If you do not accept a material change, you should stop using the services and request account closure. Changes will not be used retrospectively to remove a customer’s accrued rights or winnings from genuine play unless required by law or a competent authority.
Governing Law and Jurisdiction
These Terms and any claim arising from them are governed by the laws of England and Wales. This choice does not remove mandatory consumer protections that apply in the part of the United Kingdom where you live.
The courts of England and Wales have jurisdiction over disputes connected with these Terms. A consumer may also bring proceedings in another court where applicable consumer law provides that right.
If any provision is found invalid or unenforceable, it will be modified or removed only to the minimum extent required. The remaining provisions will continue to apply. A delay in enforcing a right does not amount to a waiver of that right.
Contact Royale Lounge Casino
Questions about these Terms, account restrictions, payments or verification can be directed to Grace Media through the Royale Lounge Help Centre, live chat, email at helpteam@royale-lounge-casino-uk.com, or telephone and SMS at +441715580156.