Grosvenor Casino, The Barracuda — Local services in London

I am writing to formally express my deep disappointment and frustration following an experience I had at your establishment that has left me feeling scammed, disrespected, and utterly disgusted.

I was gambling at one of your roulette tables, as I frequently do, for approximately an hour. During that time, I was going back and forth between the table and the cash machine. At no point was the table busy – in fact, I was the only player there.

However, during my final return to the table, I was shocked to find that the minimum bet had suddenly been changed from £5 per number to £10 per number. No warning, no explanation, and absolutely no regard for the fact that I was mid-session. The manager’s response? “The decision has been made.” This is unacceptable. There were no other players at the table – so whose decision was this, and for what purpose?

What made the situation even worse was the attitude I was met with. Instead of being treated with the basic respect any customer deserves – especially one who had been playing calmly and consistently for over an hour – I was told to “calm down.” This kind of dismissive and arrogant behaviour from your staff is both embarrassing and shameful.

I have never felt so scammed in all my life. The lack of professionalism, courtesy, and consideration shown by your team is beyond disappointing. It genuinely makes me question whether your staff understand how to treat customers with even a minimum level of decency.

I urge you to look into this matter seriously. Changes to table limits should not be made arbitrarily, especially in the middle of someone’s play. And staff should be held accountable for the way they speak to and treat your patrons.

Frankly, it’s disgraceful that some of the people involved in this incident are still employed by your casino. I expect a full explanation, an apology, and assurance that this kind of behaviour and manipulation will not...

It is a pity that I have to leave this review due to previously liking this casino, but unfortunately after last nights experience I don’t believe I will be able to go back.

I’ll start with the positives… Domenico at the restaurant was a very pleasant and great waiter. I believe he knows how to work and has the best for the people inside the place.

But moving onto the thing that myself and the group I was with found unacceptable and honestly quite shocking was the disregard in terms of looking after the players…

We came inside and played for a while losing around 3000GBP and wagering something like 20-30k before dinner, after which we decided to have a bite as it was getting expensive and usually when we come to play we have the complementary dinner as we play quite heavily. Well to say this was not the case is an understatement… After eating we were presented the bill and upon informing the new and incompetent manager that we are habitual and that it is common thing and reasonable to offer a 200£ dinner after losing more than 10k pounds in a couple weeks, the new INCOMPETENT manager didn’t want to hear anything about it…

We decided to give them the benefit of the doubt and kept playing although the atmosphere was unpleasant.

Unfortunately due to this past experience, although being loyal clients for quite some years now… we cannot and will not be able to step foot in this casino as it was horrible the way...

Barracuda club is doing unfair and to the point i can call it they judge the level of where u stand, when you play little there or you are not the VIP customer you have been suspended to enter the club without any reason? And when you spend your money on transport and your time to go to the club they tell u at the spot. Intolerable, it happened to me twice first time i talked with the manager and they told me to email someone and i did and they replied me after weeks that they are not answerable, within that period i went with friends and talked with the manager there and manager got me in. The dealers on reception are nice but the old lady as the other person mentioned is rude. When i peacefully asked her to call the manager she told me on my face don’t tell me my duty what to do really was disappointing. Go there when you play big or you’re a VIP otherwise you will be...