Overview

Key Information About Grand Ivy Casino

Name	Grand Ivy Casino
Operator	White Hat Gaming
Head Office	85 St John Street, Valleta, VLT 1165 Malta
Established	2015
White Label	Yes
UK GC License	52894
Insolvency Protection	Not Protected
Dispute Resolution Provider	eCorga

Games

Game Types	Slots, Megaways, Jackpots, Slingo, Live Dealer, Table Games, Instant Wins
Game Providers	1x2 Gaming, 4ThePlayer, AGS, Ad Lunam, Ainsworth, Air Dice, Alchemy Gaming, All41 Studios, Apricot (Microgaming), Area Vegas, Armadillo, Atlantic Digital, Aurum Signature Studios, Authentic Gaming, BGaming, Bally Technologies, Bang Bang Games, Barcrest, Barstruck, Bet Digital, Big Time Gaming, Blue Guru Games, Blue Ring Studios, Blueprint Gaming, Buck Stakes Entertainment, Coin Machine Gaming, Core Gaming, Crazy Tooth Studios, Crucible, Design Works Gaming, ELK Studios, Electric Elephant, Endemol, Evolution Gaming, Eyecon, Ezugi, Fantasma Games, Fortune Factory, Four Leaf Gaming, Foxium, Gameburger, Games Inc, Gamevy, Gaming Corp, Gold Coin Studios, Golden Rock Studios, Gong Gaming Technologies, Green Tube, Hacksaw Gaming, Half Pixel Studios, Hammertime, High Limit Studio, IGT, Infinity Dragon, Ino Games, Inspired Gaming, Iron Dog Studio, Jelly Entertainment, Just For The Win, Kalamba Games, Leander Games, Leap Gaming, Lightning Box Games, Lucksome, Max Win, Merkur Gaming, NYX, Nailed It! Games, Neko Games, Neon Valley Studios, NetEnt, Nolimit City, Northern Lights Gaming, Octoplay, Old Skool Studios, On Air Entertainment, Oros Gaming, Oryx Gaming, Pear Fiction Studios, Peter and Sons, Play n Go, Pragmatic Play, Print Studios, Prospect Gaming, Pulse 8, Push Gaming, Rabcat, Raw iGaming, Realistic, Red 7, Red Rake, Red Tiger, Reel Time Gaming, ReelPlay, Revolver Gaming, Rogue, SG Digital, Shuffle Master, Side City, Silverback Gaming, Skywind, Slingo Originals, Slingshot Studios, Slotmill, Snowborn Games, Spearhead Studios, SpinPlay Games, Spinmatic, Spinomenal, Spribe, Stakelogic, Storm Gaming, Stormcraft, Swintt, Switch Studios, Synot Games, Thunderkick, Tom Horn, Trigger Button, Triple Edge Studios, WMS, Wazdan, Wishbone Show More
Mobile App	No

Cashier

Payment Options	Visa, Mastercard, Maestro, Paypal, Skrill, Neteller, Trustly, ApplePay, MuchBetter, Wire Transfer, Paysafe Card
Min Deposit	£20
Min Withdrawal	£20
Withdrawal Limit	No Limit
Withdrawal Time	Up To 72 Hours

Support

Live Chat	Yes (24/7) | No AI Bots
Phone	No
Email	support@grandivy.com

I registered, deposited and played at The Grand Ivy Casino over a period of a month to get a proper feel for what it’s like to be a player here. I took up offers, played in tournaments, made withdrawals and spoke with the support team. There were elements of the experience that I really liked, but some that I didn’t. Before we delve into the details, here are my thoughts.

• Very impressive game list – perhaps the strongest card The Grand Ivy has is the range of games available. I love this about White Hat sites. You’d have to be an extremely picky player with very specific niche tastes to find fault – over 4,500 slots, over 100 game providers, live dealer from Evolution and Pragmatic Play, instant wins and Slingos. The search and filter functions are good too so its relatively easy to explore, with options to save games to your favourites.
• Felt like I had a lot of promo options – I liked the Daily Bonus Wheel that kicked out regular deposit bonuses and free spins offers. It felt like a reason to come back each day. However, I should add that sometimes the bar to entry was a little high, requiring a £30 deposit to claim 50 spins for example.
• Bigger spenders would be well-looked after too – tournaments that only give out points for wagers of 50p or more per spin and prize draws that require spending £100 a week or £500 a month are out of my range, but it shows that bigger customers are rewarded.
• This is one of the better-looking websites from the White Hat group – White Hat are updating their best sites and incorporating the latest promotional features. The Grand Ivy has benefited from this round of updates and it has a nice modern, stylish design that looks good on mobile too, although oddly they don’t have an app for the iPhone.

• Responsible gambling tools are a bit fiddly – whilst I like the overall design of The Grand Ivy Casino I found using the responsible gambling tools to be a bit tricky. The RG page has lots of text that I have to scroll through to find the link I’m looking for and when I go to edit my limits I can’t see the current ones anywhere which is annoying.
• Why is there no app for iPhone? I find this very odd, considering other White Hat Gaming sites have them. I always prefer an app to a mobile browser so I’m disappointed with this and it would make me think twice about playing here, although for other people it won’t be an issue.
• I was very unimpressed with the support service – waiting times were far too long for live chat and responses to email take a day or two. The quality of this part of the experience at White Hat sites appears to have dropped in the last 12 months.  

Who Will Like The Grand Ivy Casino?

The Grand Ivy Casino will appeal to those who want a lot of choice, whether they be slots, live dealer or virtual table players. It’s for serious gamblers with a mid to high range budget too, rather than casual players who want to drop a £5 or £10 deposit. The set up of the leaderboards and big money prize draws, and even the daily bonus deals with a £30 minimum deposit, tell us that. I’d also recommend this site to those who want to deposit with niche payment options like Neosuf or Revolut.

Review Scorecard With Notes

This is the full scorecard from our review. We scored the site out of 10 across 6 main categories before converting the result into an overall score out of 5. Each category score is calculated from weighted scores across different attributes. A breakdown of the attributes and scores for each category can be found in the relevant section of our review.

Category	Score	Notes
Sign Up Offer and Bonuses	7.5/10	Good sign up deal with 'No wager' free spins, lots of daily promos and a good loyalty program
Games and Software	7.7/10	Huge selection of slots, live dealer, tables and instants, but no sports
Website and App Experience	8.8/10	A sophisticated design and recently updated user experience
Banking	8/10	Most popular options available, no fees but high min transaction threshold (£20)
Customer Support	8.8/10	24/7 service on live chat and email but no phone support
Safety, Security, Player Protection	8.7/10	UK-licensed operator, all games are audited

How Does 247Bet Score on Trustpilot and Other Review Sites?

We looked at other trusted forum and consumer review sites during our research to see what they are saying about Grand Ivy Casino. Here are the scores from 3 of those sites:

• TrustPilot: 1.8/5
• Ask Gamblers: 7.3/10
• Casino.Org: 4.9/5

Grand Ivy gets mixed reviews from these sites, performing badly on TrustPilot – like many betting sites – albeit from just 295 reviews. Negative comments about withdrawal times and slow verification should be noted, although they don’t align with my own experience. Scores are better on Ask Gamblers and Casino.org, both popular review sites, where both staff writers and players comment positively in particular about the range of games, the reliability of the service and the mobile-friendly website.

Category Scorecard and Notes

Here is how we scored each attribute in this category.

Attribute	Score	Notes
Sign Up Offer	30/40	Big 'no wager' free spins offer but no match bonus and £20 min deposit to qualify
Loyalty Program	20/30	Clear program with points earned for all wagering exchangeable for bonus funds with 10x wagering requirement
Other Rewards and Promos	30/30	Lots of daily rewards, tournaments and cash prize draws available
Overall Score	85/100

Key Points

• Daily Bonus Wheel gives new rewards each day
• Simple loyalty program (no level-ups or progress bar)
• 10x maximum wagering requirements
• Many free spins offers award winnings in cash
• Free-to-enter slots tournaments with cash and free spins prizes

I’m impressed by the promotions program at The Grand Ivy Casino. The sign up offer has been dialled back recently and there is no longer a big deposit bonus to go with your free spins, but once you are a regular the deals come thick and fast via the daily Bonus Wheel, loyalty program and tournaments.

Mark, Editor

Summary of Offers at The Grand Ivy Casino

Here’s the full list of promotions on offer at this site at the time of writing. Details on all these are accessible via the My Rewards link once you are logged in.

Promotion	Details	Key Terms
Sign Up Offer	75 cash spins on Big Bass Bonanza	WR: 0x free spins winnings, £20 min deposit, ongoing offer
Bonus Wheel	Daily spin of wheel to win bonuses and free spins	For any player with a verified account who has made a deposit, WR: 10x bonus / 10x free spins winnings
Weekly Prize Draw	£500 prizes	Deposit £100, wager £4,000 for 1 ticket
Monthly Prize Draw	£10,000 prizes	Deposit £500, wager £100,000 for 1 ticket
Yearly Prize Draw	£30,000 prizes	Deposit £1,000, wager £500,000 for 1 ticket
Loyalty Program	Exchange points for bonuses	£10 wager = 1 point earned, convert 1,000 points to £5 bonus

Welcome Offer – 75 Free Spins on Big Bass Bonanza

At A Glance - Key Terms For The Sign Up Offer

Match Bonus: None
Free Spins: 75 Bonus Spins on Big Bass Bonanza
Min Deposit: £20
Opt-In: Yes
Promo Code: No
Wagering Requirement: None
Expiry: 3 days for free spins

You must deposit at least £20 and wager £10 on slots to receive the welcome offer. The free spins will automatically be credited and available to play when you open Big Bass Bonanza slot.

Steps To Register and Claim Your Bonus At Grand Ivy Casino

To sign up and receive your welcome bonus, follow these steps.

1. Click the yellow JOIN button at the top of the site
2. Enter your details into the form that pops up including your name, mobile number, address, email and date of birth. You must enter these details correctly. Grand Ivy carry out automated checks using publicly available data to verify your ID and address.
3. If your details don’t match you may be asked to send in or upload documents as proof. Follow the instructions to do so.
4. If you want to use the responsible gambling tools, set your deposit limits when prompted.
5. Choose your payment option and deposit a minimum of £20. Make sure you opt in by choosing the sign up bonus in the cashier.
6. Wager £10 on slot games.
7. Your free spins will be instantly credited

Sign Up Offer Terms

There are no wagering or withdrawal restrictions associated with the winnings from your free spins. However, there is also a cap on winnings from free spins of £100.

Is This A Good Bonus?

This is a nice deal for anyone who enjoys Pragmatic Play’s excellent Big Bass Bonanza slot. The threshold to qualify for the deal is low at just £20 deposit and £10 wager and with winnings in cash there’s a lot to like. However, its worth noting that there are even better deals on the market right now. For example, you can get 200 spins on Book of Dead with winnings paid in cash at Kwiff, or 80 spins on Big Bass Bonanza with winnings paid in cash at Play OJO.

Loyalty Program

If you like a simple loyalty program, The Grand Ivy will be right up your street. Gone is the usual tier system. Instead, you simply acquire 1 reward point for every £10 wagered, with a straightforward exchange of £5 in bonus funds for 1,000 points.

It’s worth noting that there are a few exceptions, but not so many that it becomes complex. Roulette games only pay 0.25 points for £10, with blackjack fixed at 0.5 points. However, playing slots and scratchcards will net you 2 points for the same £10 worth of play.

Your bonus funds carry a playthrough requirement of 10x, and you’ll pocket 500 loyalty points just for making your first deposit. 

There is a VIP program as well for big depositors. If you are invited into it then you can benefit from fast-tracked withdrawals, personal account management and increased deposit limits.

Other Rewards and Bonuses

Daily Bonus Wheel

If you have made a deposit at Grand Ivy then you will be invited to spin the Bonus Wheel every day which grants prizes of bonuses and free spins. Almost all of these require you to make a deposit to claim the offer and all deals come with standard wagering requirements of 10x bonus and 10x free spins winnings. Nevertheless, it’s good to know that every time you log in there will be something for you.

Big Money Prize Draws

Grand Ivy also has a few very big money prize draws to look out for. These are heavily weighted towards those who spend big and they show that Grand Ivy looks after it’s high rollers well. At the time of writing these draws were open.

Weekly £500 Prize Draw – ten prizes of £50 CASH are given away each week in this draw. You must deposit £100 in the week and wager £4,000 to get 1 ticket to the draw.

Monthly £10,000 Prize Draw – for one player, £10,000 worth of tech gadgets of their choice from a list including Apple products and gizmos. You need to deposit £500 and wager £100,000 in cash to earn a ticket to the draw.

Annual £30,000 Prize Draw – with a £30,000 CASH prize for the winner. You need to wager £500,000 cash and deposit £1,000 in a month to earn a ticket to the draw so this is for big spenders only.

Category Scorecard and Notes

Here is how we scored each attribute in this category.

Attribute	Score	Notes
Game Providers	9/10	A huge list of more than 100 providers, big and small
Slots	17/20	Over 3,000 games from Megaways to 3 reelers
Jackpots	12/15	Big prizes from Mega Moolah, Jackpot King and WowPot
Live Dealer	17/20	High quality from Evolution Gaming and Pragmatic Play
Virtual Tables	7/10	Good selection of 3d blackjack, roulette, poker and baccarat
Other Games	5/5	Excellent selection of slingos, scratchcards, patchinkos, plinkos
Search and Filter Options	3/5	Simple menu, easy to search by category, game name or provider
RTP Rates	8/10	Average rates with most games running at 94% to 96%
Exclusive Games	0/5	No exclusives
Overall Score	78/100

Key Points

• Huge list of games from over 100 providers
• New games added every month
• Good game menu with search options
• Big progressive jackpots including Mega Moolah and Dream Drop
• 100s of blackjack tables, roulette and gameshows

There is a very impressive catalogue of games at Grand Ivy covering over 3,000 slots as well as progressive jackpots, live dealer tables, classic table games, Crash games, Slingo, scratchcards and Keno. There is no sportsbook.

You can filter the list using the categories displayed down the left of the screen on desktop, or search by game name or provider using the search box, so it’s easy to find your favourites.

Here’s a summary of what’s on offer.

Game Types

• Slots - over 4,000 classics, popular series, Megaways, cluster pays, scatter pays and more
• Megaways - over 150 expanding reels slots by Big Time Gaming including Bonanza Megaways and White Rabbit
• Jackpots - King Millions, Dream Drop, Jackpot King, WowPot!, Mega Moolah
• Slingo - more than 50 games including Slingo Berserk, Slingo Rainbow Riches and Slingo Starburst
• Live Dealer - quality live tables from Evolution and Pragmatic Play
• Table Games - virtual games including blackjack, roulette, craps and baccarat
• Instant Wins - scratchcards, crash games, dice and Plinkos

Catalogue and Game Providers

The White Hat Gaming platform that Grand Ivy uses features games from more than 100 providers including world class names like NetEnt, Pragmatic Play, Nolimit City and Big Time Gaming, as well as numerous smaller studios whose output is less well known but equally fun to try out. Here are 10 of the best providers you’ll find and a selection of their best games to play.

Game Provider	No. of Games	Known For	Recommended Games
Relax Gaming	146	Amazing designs, hold and wins, high max wins	Money Train 4, Dead Man's Trail
Play n Go	381	Book of ... slots, rock n roll slots, cluster pays	Reactoonz 1 and 2, Jammin Jars
Nolimit City	82	High volatility, high max wins, adult themes	Tombstone Slaughter, Land of the Free
Push Gaming	64	Lush production, high variance	Big Bamboo, Mad Cars
Evolution Gaming	45	Live dealer, gameshows	Funky Time, Monopoly LIve
Slingo Originals	58	Slingo games, slingo-slots hybrids	Slingo Starburst, Book of Slingo
Print Studios	22	Intricate designs, stunning gameplay	Tarasque, Dreadworks
Pragmatic Play	460	Iconic slots, scatter pays, live dealer	Big Bass Bonanza, Sweet Bonanza
Blueprint Gaming	206	TV and Movie slots, lots of features	The Goonies, Ted Megaways
Thunderkick	75	Unusual themes, innovative gameplay	Fruit Warp, Pink Elephants 2

Online Slots

The slots selection at Grand Ivy has grown to over 3,000 in recent years. There are lots of classics including Book of Dead, Fishin Frenzy, Big Bass Bonanza, Jammin Jars and Sweet Bonanza. You can find a lot of these under the Popular Games section. Alternatively, you can browse the very latest releases in the ‘New’ area. When I checked there were slots showing that had only been released in the last week so they are very up to date.

Type “Megaways” into the search bar and over 200 expanding reels games will appear including Temple Tumble Megaways, Big Bass Bonanza Megaways and Gonzo’s Quest Megaways. That’s a sizeable collection.

In short, the wide variety of slots on offer here means whatever your preferred volatility levels, max wins, themes or game formats, you’ll find something to suit you.

To give you an idea of the range and quality on offer here are 10 stand-out games that I've chosen to highlight from the list:

Slot Game	Provider	RTP at Grand Ivy	Game Features
Big Bass Mission Fishin	Pragmatic Play	94.5%	Cash collects, wilds, progressive free spins
Gonzo's Quest 2	NetEnt	94.15%	Avalanches, expanding reels, wilds, colossal symbols, free spins
Le Zeus	Hacksaw Gaming	94.18%	Mystery symbols, mystery reels, free spins
Dead Men Walking	Nolimit City	94.1%	xWays, Infectious Wilds, xSplits
Alibi	Peter and Sons	94%	1,024 win ways, expanding mystery symbols, free spins
Bao Shi	Play n Go	94.2%	Gold coin multipliers, free spins
Nitropolis 5	ELK Studios	94%	Nitro reels, wilds, win both ways
Legacy of Dead	Play n Go	94.51%	Wilds, free spins, expanding symbols
Wild Flower	Big Time Gaming	96.52%	Wild reels with multipliers, free spins, enhanced free spins
Wild Swarm	Push Gaming	94.67%	Wilds, sticky wilds, multipliers, free spins

Slots RTP Settings at Grand Ivy

Many slot providers now offer their games to casinos with more than one RTP setting. It is at the discretion of the casino operator to choose which setting to run the games at. RTP rates at Grand Ivy are a little under the optimum levels available. I spot-checked 5 games with an RTP range of 88% to 96% and found all were running at around 94%:

Book of Dead (Play n Go) – 94.25%
Itero (Hacksaw Gaming) – 94.24%
Big Bass Bonanza (Pragmatic Play) – 94.5%
Mental (Nolimit City) – 94.20%
Sweet Rush Bonanza – 94.5%

Find out more about RTP in our explainer guide.

Jackpot Slots

There are more than 100 progressive jackpots to play at Grand Ivy across 4 different networks. That’s plenty of ways to spin for those huge life-changing prizes. Those networks are Relax Gaming’s Dream Drop, Games Globals WowPot! and famous Mega Moolah, and Blueprint Gaming’s Jackpot King. Here is a bit more about each one.

Network	Provider	Jackpot Seed	Recommended Game
Dream Drop	Relax Gaming	£1,000,000	Dream Drop Diamonds
Mega Moolah	Games Global	£2,000,000	Absolutely Mad Mega Moolah
WowPot	Games Global	£2,000,000	Sisters of Oz WowPot
Jackpot King	Blueprint Gaming	£500,000	Fishin Frenzy Jackpot King

Slingo Games

There are close to 60 Slingo titles to play, mostly produced by London’s Gaming Realms. The list includes favourites like Slingo Cleopatra, Monopoly Slingo and Slingo Riches, among other popular titles. 

NOTE: If you are a particular fan of Slingo then check out our Slingo Sites page for more places to play.

Table Games

There are 52 classic RNG (Random Number Generator) table games available at Grand Ivy which is more than you see at many other sites where live dealer has superseded the traditional table formats.

There are blackjacks, roulettes, baccarats, video poker and hold em poker. The mix of blackjacks is particularly good with options like 3d blackjack, multi hand blackjack and Atlantic City blackjack all available. Roulette options including French Roulette and European Roulette.

Live Dealer

The Grand Ivy Casino’s live dealer selection includes more than 100 tables streamed by Evolution Gaming, Pragmatic Play and On Air Entertainment. There is classic live blackjack, roulette, baccarat and various poker variants, but also compelling game shows like Crazy Time, Monopoly Live, Lightning Dice, Fireball Roulette and Sweet Bonanza Candyland. Less common options are available too like Super Sic Bo and craps. All tables are staffed by professional dealers and the action is streamed in HD.

This selection will be enough for most live dealer fans, with stake ranges that will suit all budgets too.

Category Scorecard and Notes

Here is how we scored each attribute in this category.

Brand, Theme and Design	17/25	A smart, sophisticated site with an elegant design
Site UX and Navigation	20/25	Very easy to navigate, clear sign-up and account area
Loading Times	10/10	Fast loading times on all pages on desktop and mobile
Finding Important Information	12/15	All information clearly sign-posted and easy to read
Mobile Compatibility and Apps	15/20	Site is optimised for mobile browsers, but no app
Overall Score	74/100

Key Points

• High end casino design with VIP feel
• Easy to sign up, deposit and withdraw
• Key information was easy to locate

• No app for iPhone
• RG tools fiddly to use

This is one of White Hat’s more sophisticated brands, a bit like 21 Casino or PlayGrand. And although it’s not the cleanest of designs, it’s certainly a lot less busy than sister sites like Jackpot Village or Dream Vegas. Ultimately it feels very high end and if you like the idea of a luxury casino with black tie croupiers and VIP service then Grand Ivy will sit well with you.

As well as looking great, the website is also very easy to use. The navigation is intuitive, registration is quick and easy and making deposits and setting your responsible gambling limits can be done in seconds by following the on-screen instructions. Whilst browsing the site I also found other important pages like FAQs, help, bonus terms and complaints procedure were very easy to locate. This all adds to the feeling of trust and security that this casino gives you.

Playing The Grand Ivy On A Mobile Phone

The Grand Ivy does not have a downloadable app version. However, the website and games do work across all mobile phones and players can access both directly through their device’s web browser.

I tried the site on my mobile, an iPhone 12 with iOS 18 installed. The mobile version mirrors the desktop version, offering the same game library including slots, table games and live dealer titles, with all images and functionality optimised for smaller screens. Deposits, withdrawals and customer support are all available on your mobile too, so it’s easy to manage your account on the go.

Overall, I found mobile play at The Grand Ivy to be seamless and user-friendly.

Category Scorecard and Notes

Here is how we scored each attribute in this category.

Attribute	Score	Notes
Range of payment options	35/40	Excellent options including all major payment services
Withdrawal times	20/30	Usually a few hours but longer outside office hours
KYC check times	15/20	Under 24 hours in testing, but reports of slower checks on Trustpilot
Transaction fees	10/10	No fees
Overall Score	80/100

Key Notes

• Good list of payment options
• No fees
• Fast withdrawals as long as you are verified

Grand Ivy has an excellent cashier service with most payment options available including debit cards, Apple Pay, eWallets Paypal, Skrill and Neteller, and pre-paid option, Paysafecard. The full list of options is listed below.

The minimum deposit and withdrawal threshold of £20 is too high in my opinion and it may put some players off. I prefer to be able to test a site at £10. However, there are no fees for any transactions which is fair.

Payment Option	Min Deposit	Deposit Fee	Min Withdrawal	Withdrawal Fee	Withdrawal Time*
Visa	£20	None	£20	None	1 to 5 Days
Mastercard	£20	None	£20	None	1 to 5 Days
Maestro	£20	None	£20	None	1 to 5 Days
Paypal	£20	None	£20	None	Instant
Trustly	£20	None	£20	None	Instant
Revolut	£20	None	£20	None	1 to 5 Days
Paysafecard	£20	None	N/A	N/A	N/A
Neteller	£20	None	£20	None	Instant
Neosurf	£20	None	N/A	N/A	N/A
Bank Transfer	£20	None	£20	None	1 to 5 Days

How Fast Are Withdrawals at The Grand Ivy?

Grand Ivy say on their website that it will take a minimum of 24 hours to process a withdrawal. In reality withdrawals from this operator may take much less than 24 hours during office hours and assuming your account has been verified. I have had withdrawals processed in just a few hours at White Hat Gaming sites. However, I have also experienced slow withdrawals at weekends and overnight. As a rule, you may wait up to 72 hours to see your funds processed, though normally it will be much quicker than that.

Once your withdrawal has been approved by Grand Ivy how fast you receive your money will depend on your payment provider. eWallest like Paypal and Skrill will make your funds available immediately. Banks take a day or two to process the funds.

Know Your Customer (KYC) Checks

KYC is an important part of the licensing framework in the UK. Checks are carried out on all customers to verify their age, address and ID and to ensure that they are spending within their means.

Automated checks are carried out behind the scenes when you register by verifying your details against those held in public databases like the electoral role. However, if you go on to hit deposit and withdrawal thresholds then you may be asked to provide documents as formal proof. Often, these checks are triggered when you make your first withdrawal.

Scans or photos of one or more of the following documents may be required.

• Driver License or passport - to prove your ID and age
• Utility Bill - to prove your address
• Bank Statement - to prove your address or source of funds
• Payslip - to prove your source of funds
• Debit Card - to prove ownership of payment method

Documents can be uploaded securely via a link that says 'Upload Your Identity Documents' under 'My Details' on your account page. I verified my ID and address via my account and my documents were verified in under 24 hours.

Reports of Slow KYC Checks on Trust Pilot

Once you have submitted these documents it can take a few days for Grand Ivy to process them during which time your withdrawal will be on hold. On some occasions you won’t be able to play either. There are some reports on Trust Pilot of very slow processing times. Whilst these reports might not be representative of all customers at Grand Ivy, we recommend you are patient and provide documents in the requested format to minimise the risk of delays.

Category Scorecard and Notes

Here is how we scored each attribute in this category.

Attribute	Score	Notes
Contact options	20/30	Email and live chat but no phone
Support hours	25/25	The team are available 24/7
Response times	10/25	Very poor in testing, sometimes over 1 hour for live chat or a few days for email
Complaints procedure	10/10	Outlined in full via a link in the footer of the site, including nominated ADR, eCorga
FAQs	10/10	Comprehensive FAQs available in Help Center
Overall Score	75/100

Key Points

• Live chat is on 24/7
• Clear escalation path for complaints procedure
• Good FAQs

• Unacceptably long waiting times - over an hour for live chat
• No phone support option

Contacting Support

• Email (24/7) – support@grandivy.com
• Live Chat (24/7) – via the ‘Contact Us’ link – click on ‘Chat’
• Phone Support – Not available
• FAQs – via the ‘Contact Us’ link – head to the ‘Help Center’

The support service at Grand Ivy is good. It is provided by the same team that service all other White Hat Gaming sites. I have used it many times and can say they have one of the better teams out there.

Whilst phone support is not available, you can contact on live chat 24/7 and you are always put straight through to a real person rather than an AI bot. Even at busy times the response times are frequently almost instant and never more than a few minutes.

But if you don’t want to use live chat you do have an email option at support@grandivy.com or a Help Center with comprehensive answers to the most common support questions in categories like ‘Deposit and Withdrawals’, ‘Bonuses’ or ‘Verification’.

Category Scorecard and Notes

Here is how we scored each attribute in this category.

Attribute	Score	Notes
UK License	40/40	Full UK license with no penalties
Responsible Gambling Tools	20/30	Full suite of tools, requires a few clicks to locate
Insolvency Protection	7/10	Low level of protection, but player balances are ring-fenced
Site Security	10/10	Site operates over TLS connection with up to date security certificates and FCA approved payment servies
Privacy Policy	10/10	All data collected, stored and used in line with UK law
Overall Score	87/100

Key Points

• Licensed by the UK Gambling Commission
• All games are audited by 3rd party testing houses for fairness
• Responsible Gambling tools for self-regulation
• Self-exclusion option
• Balances protected in case of insolvency
• Site security certificates and encryption of personal data
• Site adheres to UK data protection laws

Under the terms of their UK license, Grand Ivy are required to operate a fair, safe and secure casino where consumer protection is a priority. There are many ways in which these high standards are upheld and we’ve outlined the key ones here. Grand Ivy performs well in this area.

Responsible Gambling

Grand Ivy outline their commitment to Responsible Gambling on a dedicated page linked from the footer of their website. This lists the tools available to limit spend and time online, provides a short questionnaire to help players recognise a gambling problem and lists charities that can help including Gamcare, Gambleaware and Gamblers Anonymous.

The tools provided to limit play are as follows:

• Deposit Limits – set daily, weekly and monthly
• Stake Limits – players between 18 and 24 cannot wager more than £2 per spin on slots. Players aged 25 and over can wager up to £5 per spin.
• In-Play Reminders – you can set a reminder to popup when you have been playing for a pre-defined time period
• Clock Off – lock your account at pre-defined times of day or days of the week
• Time Out – suspend your account for a period of 1 day up to 6 weeks
• Account Closure – you can close your account at any time. This option allows you to re-open if you wish
• Self-Exclude – make your account unavailable for 6 months up to 5 years. This cannot be reversed and it applies to ALL White Hat Gaming sites.
• GAMSTOP –Grand Ivy is part of the GAMSTOP program. Players can exclude themselves permanently from ALL UK-licensed sites.

This is a good selection of tools but it doesn’t cover setting limits on wagering or losses which other sites offer.

Game Testing

All games on the site are provided by licensed game developers. These games are regularly tested by approved 3rd party test houses to ensure that they produce a random outcome on every spin, and payout according to the published Return to Player rates.

Clear and Transparent Bonus Terms

Grand Ivy is required to make all bonuses fair with clear and simple terms and conditions accessible from a link adjacent to the offer headline.

Site Encryption

All transactions are carried out over a Transport Layer Security (TLS) connection, the standard protocol for the internet, to protect financial and personal details.

Disputes

Should you raise a complaint with Grand Ivy and be unhappy about the response you receive from customer support or the management team then there is clear path for you to escalate. Every licensed operator must nominate an Alternative Dispute Resolution Provider (ADR) from a list approved by the Gambling Commission. Grand Ivy have nominated eCorga as their ADR. eCorga will provide a fair, free and impartial service to resolve the issue.

Insolvency Protection

It is another condition of their license that Grand Ivy publish details of the protection they provide for player balances in the unlikely event of insolvency. The UK Gambling Commission have defined 3 levels of insolvency protection – ‘not protected’, ‘medium’, or ‘high’. In simple terms, the level tells you how likely it is that you would get your money back should the operator become insolvent.  

Grand Ivy’s protection level is ‘not protected’. This means that the operator hold all player balances in a separate Client Bank Account. But whilst this gives some protection in the case of insolvency it is NOT guaranteed that players balances would be returned.

All these sites are run by the same operator as Grand Ivy Casino. That means they are under the same license and offer similar games, payment options and promotions.