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Our external environment

Meeting the changing needs of our customers

Through understanding the markets in which we operate, and our customers’ needs and expectations, we can continually drive improvements to our customer experience in a way that delivers value to all our stakeholders. 

 

Customer insights

Our purpose is in part driven by meeting the changing needs and expectations of our customers. Through customer insights we can understand how and what we need to do to deliver exciting and entertaining experiences.

Mecca venues

Mecca is our highly-trusted and community-focused land-based brand known for the friendliness of our colleagues and opportunities to win big.

  • Bingo has relevance and appeal to approximately 30% of the population but needs to evolve to meet their changing needs.
  • Overall, the bingo market continues to consolidate.
  • There is a desire for new experiences that are engaging, safe and value for money.
  • There is a desire for more accessible, modern and lively bingo venues complemented by an enjoyable food and beverage offer.
  • Post the COVID-19 pandemic the returned younger players are playing more often but the older players are playing less.
  • Average Mecca customer age is 44 years; however, the most frequent customers are females between 60 and 70 years old.

Grosvenor venues:

  • Approximately 8% of the UK population visit casinos at least once a year, though an additional 12% would consider visiting a casino if the offer was different to what they perceive a casino to be.
  • There is a desire for fun, enjoyable, friendly and welcoming experiences in a safe and secure environment.
  • There is a need for more modern and innovative experiences without losing the thrill and excitement of playing in a casino.
  • Average Grosvenor customer age is 39 years; however, the customers that visit the most and have higher levels of spend are over 56 years old.
  • Male to female split for Grosvenor’s customers is 4:1.

Enracha venues

Enracha is our Spanish land-based venues brand providing a predominantly bingo-based gaming experience. 

  • During 2019, before the COVID-19 pandemic, 2.4m people visited a bingo venue in Spain. This number decreased to 1.4m during 2020. Venues bingo in Spain has relevance and appeal to approximately 6% of the Spanish adult population.
  • Following recent regulatory restrictions where the size of available prizes has been reduced, customers now value more the great customer service and seamless customer journeys.
  • There is a need for state-of-the-art electronic gaming areas which are comfortable and modern, complemented by additional games such as customised jackpots and loyalty card functionality.
  • Enracha’s biggest customer group is the 26 to 35 years category, representing over 23% of total customers, but generating only 12% of total visits. Whereas customers over 65 years represent 14% of the customer base, but generate 29% of our visits.
  • The most loyal and frequent Enracha customers are females over 65 years, who generate 19% of our total visits, with an average of 1.5 visits per month. 
  • Male to female split for Enracha’s customers is 1:1.

UK Digital bingo:

  • 2% of the UK population play online bingo each month; the growth opportunity that exists within this segment remains significant.
  • Customers are looking for their experience to be safe and secure, where it is easy to receive winnings, where they have fun and more chances to win.
  • Te experience needs to be intuitive and easy for customers to use. This includes having a reliable app which provides great, simple user experiences.
  • There is a growing demand from customers for variety, whether that be the promotions that cater for a wider range of budgets, or the games and features available. Customers are wanting more interactive and free-to-play mechanics that allow their money to go further. Customers expect safer gambling to be embedded across their experience with the provision of safer gambling tools available upfront in their customer journeys.
  • The average online bingo player age is 39 years, slightly older than that for Mecca at 38 years.

UK Digital casino:

  • 4% of the UK population play online casino each month, with opportunities for growth specifically around slots and poker.
  • There is a desire for great looking sites which offer the best in new games along with strong promotions.
  • Providing exciting and entertaining experiences and being a brand that listens to customer feedback and meets their needs is important to players, as is the need to reward loyalty and offer opportunities to win big.
  • Customers have a preference for sites that provide tools to help them control their spend and where there is swift and seamless payment of winnings.
  • The average online casino player age is 37 years, younger than that for Grosvenor at 41 years.

Cross-channel

  • With its 125 venues, Rank is uniquely placed to provide a cross-channel experience for both bingo and casino customers. 
  • Cross-channel customers tend to have higher level of engagement and loyalty than single channel customers.
  • With only 12% of our UK venues customers playing with us both in venue and online there is significant opportunity for the Group to grow its cross-channel customer base.

What this means for Rank 

Rank is focused on the continuous development of new games and formats to further excite and entertain its customers. Refer to pages 44 to 47 of our 2022 Annual Report for further details of how we are our building digital capability and scale and evolving our venues proposition. 

 

 

Geographies

Great Britain

Rank operates venues under its Mecca and Grosvenor Casinos brands across Great Britain.

The venues bingo and casino markets are well established and are highly regulated.

Unlike Mecca, there are a limited number of casino licences in Great Britain which are allocated to certain permitted areas. 

  • Casino - 78 licences 
  • Bingo - 63 licences

Rank operates its UK customer-facing digital business through Gibraltar, Alderney and UK online gaming licences.

Spain

Rank operates venues under its Enracha brand across Spain through Spanish gaming licences. Like Great Britain, the Spanish venues market is a regulated and mature market.

Rank’s Yo and Enracha digital brands are operated through Spanish online gaming licences.

India

Through a joint venture, Rank operates Passion Gaming, an online rummy business in India. 

What this means for Rank

Our bingo and casino venues in England, Scotland and Wales accounted for more than 74% of Group revenue pre-COVID-19.

In addition, the majority of Rank’s digital customers are based in Britain. 

Pre-pandemic, our core market has provided a relatively stable environment for gaming and betting by comparison with many other jurisdictions around the world.

 

Working closely with regulators

We work closely with our regulators to uphold and drive forward the standards expected of our industry in an ever-evolving regulatory landscape and enforcement-led regulator approach. We are committed to operating in compliance with all relevant legislation, regulations and licensing requirements. 

The UK Government launched its planned review of gambling legislation in December 2020. The review focuses heavily on online regulation but also recognises the need to ensure that the regulation of land-based gambling is appropriate for today’s consumer and equitable, relative to online regulations. It is critical for the future of the industry that the right balance, evidence and proportionality is applied during this review. In its Call for Evidence, to which we responded, the Government highlighted that problem gambling has been stable in the UK for many years. However, as an industry we must ensure that we continue to do all we can to protect vulnerable customers whilst also ensuring we provide the best experience to the vast majority of customers who never experience any harm. The Government’s White Paper on gambling reform is anticipated in the next few months.

In the last 12 months, the UK Gambling Commission (‘Commission’) has published its consultation responses on three areas: Remote Customer Interaction, Regulatory Panel Reform, and Licensing, Compliance and Enforcement Policy. In particular, under its conclusion to the customer interaction consultation, the Commission moved to implement minimum player protection standards that will be considered by the Government as part of the ongoing review referenced above. It also determined that new requirements to ensure that online gambling businesses do more to identify and take a more tailored approach to customer interactions to further protect customers at risk of harm published as guidance in June 2022 must be implemented in September 2022. During the year, we were also required to implement new remote technical standards requirements that came into force in October 2021 in relation to display of transactions, auto-play functionality, time requirements and reality checks and responsible product design.

In Spain, the Government passed a Royal Decree that imposed restrictions on online gaming related to advertising and responsible gambling, the key provisions of which came into force on 1 May 2021. This followed on from initial measures introduced earlier in 2020 to restrict online gaming advertising in light of the COVID-19 pandemic. In addition, we expect a further Royal Decree on safer gambling to be published in the next few months. 

In July 2021 a new Act was passed on measures to prevent and fight tax fraud, which limits cash payments in Spanish venues.

What this means for Rank

Regarding its UK land-based operations, Rank is seeking harmonisation of the 1968 Act and the 2005 Act relating to casinos, specifically the ability to provide a more appropriate level of gaming machines across its 51 casinos licensed by the 1968 Act. 

For our UK bingo venues business, Rank is seeking removal of the restriction surrounding the number of Category B3 machines permitted in each bingo venue along with certain other constraints which should result in product innovation and therefore a better experience for our Mecca customers.

For our UK-facing digital business, the political debate continues around player protection checks and we remain engaged and informed on developments through our own efforts and via the industry trade association.

Rank considers its regulators as a key stakeholder with whom engagement continues to be important (please see page 38 of our 2022 Annual Report for more information about how we engage with them). We will continue to engage and evolve our approach to player protection and consumer fairness. 

All
Scotland Scotland
North East North East
North West North West
Yorkshire and Humberside Yorkshire and Humberside
East Midlands East Midlands
West Midlands West Midlands
Wales Wales
East Anglia East Anglia
London London
South East South East
South West South West
Grosvenor

Grosvenor Casino Edinburgh

1 - 5 South Maybury, Edinburgh, EH12 8NE

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Grosvenor

Grosvenor Casino Glasgow, Merchant City

16 - 18 Glassford Street, Glasgow, G1 1UL

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Grosvenor

Grosvenor Casino Glasgow, Riverboat

61 Broomielaw, Glasgow, G1 4RJ

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Grosvenor

Grosvenor G Casino Aberdeen

5 Exchequer Row, City Wharf Development, Aberdeen, AB11 5BW

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Grosvenor

Grosvenor G Casino Dundee

142 West Marketgait, Dundee, DD1 1NJ

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Mecca

Mecca Club Aberdeen

Unit 2, Centre Point, Berryden Road, Aberdeen, Aberdeenshire AB25 3SQ

Mecca

Mecca Club Ayr

4 Boswell Park, Ayr, Strathclyde KA7 1NW

Mecca

Mecca Club Dundee Douglasfield

Eclipse Leisure Park, Douglas Road, Dundee  DD4 8JX

Mecca

Mecca Club Dundee Playhouse

The Playhouse, 104-110 Nethergate, Dundee DD1 4EH

Mecca

Mecca Club Glasgow Drumchapel

3 Allerdyce Court, Great Western Road, Drumchapel, Glasgow G15 6SA

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Mecca Club Glasgow Forge

Forge III, 1221 Duke Street, Glasgow G31 5NZ

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Mecca Club Glasgow Quay

Springfield Quay, Paisley Road, Glasgow G5 8NP

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Mecca Club Glasgow Rutherglen

58 Main Street, Rutherglen, Glasgow G73 2HY

Mecca

Mecca Club Greenock

Container Way, Greenock, Strathclyde PA15 1PX

Mecca

Mecca Club Hamilton

17 Douglas Park Lane, Hamilton, Lanarkshire ML3 0DF

Mecca

Mecca Club Leith Capitol

26 Manderston Street,Edinburgh EH6 8LY

Mecca

Mecca Club Paisley

8 Saucel Cresent, Paisley, Glasgow PA1 1UB

Mecca

Mecca Club Wishaw

The Playhouse, Kirk Road, Wishaw, Lanarkshire ML2 7BL

Grosvenor

Grosvenor Casino Sunderland

6 Lambton Street, Sunderland, SR1 1TP

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Grosvenor

Grosvenor G Casino Newcastle

100 St. James Boulevard, Newcastle Upon Tyne, NE1 4BN

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Mecca

Mecca Club Blyth

Rink Street, Blyth, Northumberland NE24 1AL

Mecca

Mecca Club Gateshead

East Street, Gateshead, Tyne & Wear NE8 3AR

Mecca

Mecca Club Hartlepool

The Lanyard, Warrior Retail Park, Hartlepool, Cleveland TS24 0XS

Mecca

Mecca Club Stockton

2 Chandlers Wharf, Bridge Road, Stockton-On-Tees TS18 3BA

Mecca

Mecca Club Sunderland

Holmeside, Sunderland, Tyne & Wear SR1 3PD

Grosvenor

Grosvenor Casino Liverpool

44 Chaloner Street, Liverpool, L3 4BF

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Grosvenor

Grosvenor Casino Manchester Soames

35/39 George Street, Manchester, M1 4HQ

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Grosvenor

Grosvenor Casino Salford

Riverside, 5 Derwent Street, Salford, M5 4SW

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Grosvenor

Grosvenor Casino Stockport

59 Wellington Street, Stockport, SK1 3AD

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Grosvenor

Grosvenor G Casino Blackpool

The Sandcastle, Promenade, Blackpool, FY4 1BB

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Grosvenor

Grosvenor G Casino Bolton

Ormrod Street, Bolton, BL3 5DJ

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Grosvenor

Grosvenor G Casino Didsbury

Parrswood Entertainment Centre, Wilmslow Road, Manchester, M20 5PG

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Grosvenor

Grosvenor G Casino Manchester

Bury New Road, 2 Ramsgate Street, Manchester, M8 9SG

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Grosvenor

Grosvenor Casino Bradford

Vicar Lane, Bradford, BD1 5LD

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Grosvenor

Grosvenor Casino Huddersfield

Folly Hall Mills, St. Thomas Road, Huddersfield, HD1 3LT

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Mecca

Mecca Club Birkenhead

5 Europa Centre, Europa Square, Birkenhead, Merseyside CH41 4PF

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Mecca Club Blackpool Talbot Rd

Talbot Road, Blackpool, Lancashire FY1 3QX

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Mecca Club Bolton

Ormrod Street, Bolton BL3 5DJ

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Mecca Club Chester

Brookdale Place, Chester, Cheshire CH1 3DY

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Mecca Club Chesterfield

Foljambe Road, Chesterfield, Derbyshire S40 1NJ

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Mecca Club Ellesmere Port

49 Marina Drive, Ellesmere Port, Cheshire CH65 0AN

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Mecca Club Knotty Ash

439 East Prescot Road, Knotty Ash, Liverpool L14 2DE

Mecca

Mecca Club Manchester

477 Hyde Road, Gorton, Manchester M12 5FL

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Mecca Club Oldham

24/28 King Street, Oldham, Lancashire OL8 1DR

Mecca

Mecca Club Rochdale

Smith Street, Rochdale, Lancashire OL16 1YH

Mecca

Mecca Club Sale

56 Washway Road, Sale, Cheshire M33 7RA

Mecca

Mecca Club St Helens

20 Kirkland Street, St. Helens, Merseyside WA10 2EG

Grosvenor

Grosvenor E Casino Scarborough

26 - 27 Newborough, Scarborough, YO11 1NA

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Grosvenor

Grosvenor G Casino Stockton

4 Chandlers Wharf, Bridge Road, Stockton-on-Tees, TS18 3BA

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Grosvenor

Grosvenor Casino Hull

15 - 16 Dock Street, Hull, HU1 3DL

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Grosvenor

Grosvenor Casino Leeds, Westgate

Wellington Bridge Street, Leeds, LS3 1LW

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Mecca

Mecca Club Dewsbury

Railway Street, Dewsbury, West Yorkshire WF12 8EQ

Mecca

Mecca Club Doncaster

1c East Laith Gate, Doncaster, South Yorkshire DN1 1JG

Mecca

Mecca Club Halifax

Broad Street, Halifax, West Yorkshire HX1 1YA

Mecca

Mecca Club Huddersfield

Folly Hall Mills, St. Thomas Road, Huddersfield, West Yorkshire HD1 3LT

Mecca

Mecca Club Hull Cecil

The Cecil, 9b Analaby Road, Hull, North Humberside HU1 2NR

Mecca

Mecca Club Hull Clough Rd

Clough Road, Hull, North Humberside HU6 7PE

Mecca

Mecca Club Leeds Crossgates

Cross Gates Road, Leeds LS15 7PE

Mecca

Mecca Club Leeds Hunslet

Balm Road, Hunslet, Leeds LS10 2HU

Mecca

Mecca Club Leeds Mayfair

50 New York Street, Leeds LS2 7DY

Mecca

Mecca Club Scarborough

Scarborough Capitol, Albemarle Crescent, Scarborough, NorthYorkshire YO11 1XS

Mecca

Mecca Club Sheffield Flat St

Flat Street, Sheffield, South Yorkshire S1 2BA

Mecca

Mecca Club Wakefield

Westgate Retail & Leisure Park, Colinsway, Wakefield, West Yorkshire WF2 9SH

Mecca

Luda Leeds

Leeds Units 1 & 2, The Cube, Albion Street, Leeds, LS2 8ER

Grosvenor

Grosvenor G Casino Sheffield

87 Duchess Road, Sheffield, S2 4BG

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Grosvenor

Grosvenor Casino Northampton

Regent Street, Northampton, NN1 2LA

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Grosvenor

Grosvenor Casino Nottingham

4 Maid Marian Way, Nottingham, NG1 6HS

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Grosvenor

Grosvenor G Casino Leicester

90 Highcross Street, Leicester, LE1 4NN

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Mecca

Mecca Club Beeston

183 Queens Road, Beeston, Nottingham NG9 2FE

Mecca

Mecca Club Leicester

Freemen's Park, 80 Aylestone Road, Leicester LE2 7LB

Grosvenor

Grosvenor Casino Birmingham

84 Hill Street, Birmingham, B5 4AH

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Grosvenor

Grosvenor Casino Stoke

The Octagon, New Century Street, Hanley, Stoke on Trent, ST1 5RR

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Grosvenor

Grosvenor G Casino Birmingham

Fiveways Leisure Complex, Birmingham, B15 1AY

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Grosvenor

Grosvenor G Casino Coventry

Ricoh Arena, Phoenix Way, Coventry, CV6 6GE

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Grosvenor

Grosvenor G Casino Walsall

Bentley Mill Way, Walsall, WS2 0LE

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Mecca

Mecca Club Acocks Green

Stockfield Road, Acocks Green, Birmingham B27 6BB

Mecca

Mecca Club Bilston

Spring Vale Retail Park, Bilston, West Midlands WV14 0QL

Mecca

Mecca Club Brierley Hill

35-47 High Street, Brierley Hill Dudley, West Midlands DY5 3AB

Mecca

Mecca Club Burton-on-Trent

Middle Yard Leisure Park, Guild Street, Burton-On-Trent, Staffordshire DE14 1NQ

Mecca

Mecca Club Crewe

Unit 3, Phoenix Leisure Park, Dunwoody Way, Crewe, Cheshire CW1 3AJ

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Mecca Club Kingstanding

Kettlehouse Road, Kingstanding, Birmingham B44 9JD

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Mecca Club Oldbury

50 Halesowen Street, Oldbury, West Midlands B69 2AN

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Mecca Club Stoke

The Octagon Retail Park, New Century Street, Stoke-on-Trent ST1 5RR

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Mecca Club Telford

Southwater Square, St. Quentin Gate, Town centre, Telford, Shropshire TF3 4EJ

Mecca

Mecca Club Wednesbury Cross

Dudley Street, Wednesbury, West Midlands WS10 7DR

Mecca

Mecca Club Wrexham

Smithfield Road, Wrexham LL13 8EN

Mecca

Luda Walsall

9-11 Park Street, Walsall WS1 1LY

Grosvenor

Grosvenor Casino Swansea

15 - 16 High Street, Swansea, SA1 1LF

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Grosvenor

Grosvenor G Casino Cardiff

Red Dragon Centre, Atlantic Wharf, Hemingway Road, Cardiff, CF10 4JY

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Mecca

Mecca Club Cwmbran

18 Monmouth Walk, Cwmbran Shopping Centre, Cwmbran, Gwent NP44 1PE

Mecca

Mecca Club Swansea

Parc Cymdu, Carmarthen Road, Cymdu, Swansea, West Glamorgan SA5 8LJ

Grosvenor

Grosvenor Casino Great Yarmouth

Marine Parade, Gt Yarmouth, NR30 3JG

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Grosvenor

Grosvenor Casino Southend

Church Rd, Southend-on-Sea SS1 2AL

Grosvenor

Grosvenor G Casino Luton

35 Park Street West, Luton, LU1 3BE

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Mecca

Mecca Club Harlow

Terminus House,Terminus Street, Harlow, Essex CM20 1XA

Mecca

Mecca Club Ipswich

Lloyds Avenue, Ipswich, Suffolk IP1 3HT

Mecca

Mecca Club Luton Skimpot Rd

Skimpot Road, Luton, Berfordshire LU4 0JB

Mecca

Mecca Club Norwich

Norwood Rooms, 285 Aylsham Road, Norwich, Norfolk NR3 2RE

Mecca

Mecca Club Southend

Greyhound Trading Park, Greyhound Way, Southend-On-Sea, Essex SS2 5PY

Mecca

Mecca Club Stevenage

Danestrete, Stevenage, Hertfordshire SG1 1XB

Grosvenor

Grosvenor Casino Barracuda, London

1 Baker Street, London, W1U 8ED

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Grosvenor

Grosvenor Casino Golden Horseshoe, London

79 - 81 Queensway, London, W2 4QH

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Grosvenor

Grosvenor Casino Russell Square, London

61 - 66 Russell Square, London, WC1B 5JS

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Grosvenor

Grosvenor G Casino Piccadilly

3 - 4 Coventry Street, London, W1D 6BL

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Grosvenor

Grosvenor St Giles Casino

262 Tottenham Court Road, London, W1T 7RG

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Grosvenor

The Gloucester Casino London

4 - 18, Harrington Gardens, London, SW7 4LJ

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Grosvenor

The Grosvenor Victoria Casino London

150 - 162 Edgware Road, London, W2 2DT

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Grosvenor

The Park Tower Casino London

101 Knightsbridge, London, SW1X 7RQ

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Grosvenor

The Poker Room

150 Edgware Road, London, W2 2DT

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Mecca

Mecca Club Camden Town

180 Arlington Road, Camden Town, London NW1 7HL

Mecca

Mecca Club Catford

Unit 4, Catford Island, Plassy Road, Catford, London SE6 2DD

Mecca

Mecca Club Croydon

Croydon Centrale, 80 Tamworth Road, Croydon, Surrey CR0 1XX

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Mecca Club Dagenham

Dagenham Leisure Park, Cook Road, Dagenham, Essex RM9 6UQ

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Mecca Club Eltham Hill

Eltham Hill, London SE9 5ED

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Mecca Club Hayes

466-468 Uxbridge Road, Hayes, Middlesex UB4 OSD

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Mecca Club Romford

The Mercury Mall, Mercury Gardens, Romford, Essex RM1 3EE

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Mecca Club Rosehill

Bishopsford Road, Rosehill, Morden, Surrey SM4 6BP

Mecca

Mecca Club Wood Green

707-725 Lordship Lane, Wood Green, London N22 5JY

Grosvenor

Grosvenor Casino Reading

Queens Road, Reading, RG1 4SY

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Grosvenor

Grosvenor Casino Southampton

LeisureWorld, West Quay Road, Southampton, SO15 1RE

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Grosvenor

Grosvenor G Casino Brighton

9 Grand Junction Road, Brighton, BN1 1PP

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Grosvenor

Grosvenor G Casino Portsmouth Gunwharf Quays

Gunwharf Quays, Portsmouth, PO1 3TZ

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Grosvenor

Grosvenor G Casino Reading

Grosvenor G Casino Reading, Rose Kiln Lane, Reading, RG2 0SN

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Grosvenor

Grosvenor G Casino Thanet

Margate Road, Broadstairs, CT10 2BF

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Grosvenor

Grosvenor Casino Bournemouth

48 Westover Road, Bournemouth, BH1 2BZ

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Mecca

Mecca Club Andover

Junction Road, Andover, Hampshire SP10 3QT

Mecca

Mecca Club Sittingbourne

High Street, Sittingbourne, Kent ME10 4PG

Mecca

Mecca Club Thanet

Unit 46, Westwood Cross, Margate Road, Broadstairs, Kent CT10 2BF

Grosvenor

Grosvenor Casino Bristol

266 Anchor Road, Bristol, BS1 5TT

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Grosvenor

Grosvenor G Casino Plymouth

15 Derry's Cross, Plymouth, PL1 2SW

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Mecca

Mecca Club Bridgwater

Penel Orlieu, Bridgwater, Somerset TA6 3PH

Mecca

Mecca Club Devonport

Fore Street, Devonport, Plymouth, Devon PL1 4DN

Mecca

Mecca Club Exeter

12 North Street, Exeter, Devon EX4 3QS

Mecca

Mecca Club Gloucester

54 Eastgate Street, Gloucester, Gloucestershire GL1 1QN

Mecca

Mecca Club Taunton

Corporation Street, Taunton, Somerset TA1 4AH

Mecca

Luda Somerset

Unit 3, 8 Dolphin Square, Weston-Super-Mare, Somerset BS23

Rank Group Revenue by Territory 2014 (%)

Revenue by Territory
Adult population
Great Britain 48.8m1
Spain 40.1m2
Belgium 8.8m3
Size of gambling market
Great Britain £13bn4
Spain €9bn5
Belgium €1bn6
Gambling spend per adult
Great Britain £266
Spain €224
Belgium €114

Sources:

1 Office for National Statistics, 2011 census.

2 Indexmundi.com.

3 Indexmundi.com.

4 Gambling Commission, Gambling Data.

5 Direccion General de Ordenacion del Juego.

6 Gambling Compliance & lotto.be.