Castello’s Group is committed to providing the highest level of responsible service and customer care. We have established a set of procedures to ensure that our staff deliver service responsibly in a safe social environment while minimising any risk of potential harm.
We are dedicated to servicing our locals and their communities and as such, have made a commitment to ensure the safety of our employees, patrons, contractors and communities.
Castello’s Group maintains that the responsible service of alcohol is a shared accountability amongst both venue and patron.
We are committed to serving our patrons in professional and responsible manner, complying with all applicable regulations as directed by the VCGLR and adhering to all endorsed Liquor Service Codes of Practice.
We acknowledge the that alcohol abuse and alcohol consumption by minors are significant issues with serious ramifications. Our staff are trained in Responsible Service of Alcohol and actively promote responsible alcohol consumption amongst our patronage. We require current valid photographic proof of age identification be provided by young adults prior to sale of alcohol at all of our venues.
Responsible gambling in a regulated environment is when consumers have informed choices and can exercise a rational and sensible choice based on their circumstances. It means a shared responsibility with collective action by the gambling industry, government, individuals and communities.
Castello’s Group is committed to providing responsible gambling in all of our venues. We aim to ensure that all our venues provide our customers with a safe and supportive environment, where our patrons can make informed choices about gambling and receive timely assistance and information from our trained staff. Castello’s Group seeks to exceed all gambling legislature requirements in the state of Victoria. We acknowledge that problem gambling is a serious social issue and that a small proportion of patrons can be harmed by gambling activities.
For our part, we are committed to training our staff in responsible gambling practices to encourage customers to engage with their gambling as a social and recreational activity in a supportive environment.
We offer Self Exclusion as recommended by Australian Hotels Association (Victoria) in all of our venues.
The program is offered to individuals who volunteer to exclude themselves from one or more gaming venues in Victoria and establishes an agreement between the individual and the venue, including:
Castello’s Group is committed to providing the highest standards of patron care and responsible gambling. For more information on the program, please speak with venue staff or contact the Self Exclusion team. For immediate help 24 hours a day, 7 days a week contact Gambler’s Help on 1800 858 858
As a part of this commitment we have made the following documents available for perusal:
YourPlay, the Victorian Government’s pre-commitment scheme, empowers players to make informed decisions about their gaming machine play. The scheme allows them to:
YourPlay is free and voluntary for players to use.
Please see staff for more information and / or visit the website www.yourplay.com.au
We will collect personal information that you choose to give us as part of your membership application. This personal information is recorded in the membership database and is stored for the period during which you remain a member as per the privacy policies of each venue.