Terms and Conditions

Who we are

Grand Ivy Casino is run by White Hat Gaming Limited, a company registered in Malta under number C73232 with its office at 85 St John Street, Valletta. For players in Great Britain we hold a licence from the Gambling Commission under account number 52894.

Opening an account

You need to be 18 or older to play with us. Each person may hold a single account, and if we find more than one we can close the extra accounts and cancel any winnings on them. The details you give us when you sign up should be true and kept up to date.

Checks we carry out

We confirm your email, your age and, where needed, your identity, address and payment methods. Some of these checks happen before you can take money out. If we cannot finish them, we may pause or close the account. We may also ask where your money comes from as part of our safer gambling and anti-money laundering duties.

Taking money out

The lowest withdrawal is £20. If your balance is below that, our support team can still help you take out the whole amount. A withdrawal is paid once your checks are complete, your payments are confirmed and any offer rules you accepted have been met.

Accounts left unused

When an account has no deposits or bets for 12 months in a row, we treat it as inactive. We first try to contact you and send any balance back to the last payment method you used. If nothing changes 30 days after that first attempt, a £5 monthly fee is taken from the remaining balance, and an account that reaches zero may be closed.

Complaints

Start with our support team. If the answer does not settle things, a team leader and then our complaints team will look at it, and you will get a case number. We aim to reply within 28 days, though a complex case can take up to 8 weeks. If a dispute about a bet or a game is still open at the end, you can take it to eCOGRA, our independent dispute service, free of charge.

Offers

Every promotion has its own rules on top of these. Read them before you opt in — they explain qualifying deposits, time limits and how winnings are paid.