Our Commitment to Your Wellbeing
Gambling at Castle Casino should stay what it is meant to be: a paid form of entertainment you control. Since 2023 we have built our platform around that idea, and this page sets out every tool we offer, where to switch it on, and who to call if gambling stops feeling like fun.
How We Look After You
Monitoring and early contact
We watch for patterns that suggest play is drifting, and we act on them rather than waiting for you to ask. Our systems flag sharp increases in deposit frequency, sessions that run past the reminders you set, and repeated deposits straight after losses. When a pattern holds, our trained responsible-gambling team reaches out through the email linked to your account, with information on limits and a direct offer of help. No judgement, no threats to your account, just a conversation.
Reality checks on every session
Reality checks sit inside the game screen itself. Choose an interval from 15 minutes to 2 hours, and a banner appears over the reels or the live table showing your session length, deposits made during the session, and your current net position. The game pauses until you dismiss it, so the number is impossible to miss. We default this on at 60 minutes for every new account registered with us.
Training and limits on our side
Every member of our support team completes responsible-gambling training before they take a single chat, and refresher modules run quarterly. Our marketing rules are just as firm: no bonus offer is pushed to an account with an active cooling-off period, and no promotion targets players whose data shows signs of distress. Wellbeing outranks revenue in our internal escalation policy, and we hold ourselves to that.
Signs Worth Taking Seriously
Problem gambling rarely announces itself. It shows up in small shifts first, and noticing them early makes every tool on this page easier to use. None of these signs means you have a problem on its own; a cluster of them means it is time to act.
- Chasing losses with larger deposits, including dipping into funds set aside for bills or rent
- Hiding play from family or friends, or lying about time and money spent on the site
- Borrowing money, selling possessions or using a payday loan to keep playing
- Gambling to escape stress, grief or low mood rather than for enjoyment
- Irritability or restlessness when trying to cut down or stop
- Playing longer than planned, repeatedly, and skipping sleep, meals or work
- Neglecting relationships, study or job duties because of session length
- Needing bigger stakes to feel the same level of excitement
Tools You Can Switch On
Every limit, one place
All seven tools below live in your account under Profile, then Responsible Gaming, and each one takes effect immediately. Setting a limit is always free, never affects your bonuses, and applies across desktop and mobile.
| Tool | What it does |
|---|---|
| Deposit limit | Caps the amount you can deposit per day, week or month, from 15 AUD upward; further deposits are blocked until the period resets |
| Loss limit | Stops play for the period once net losses reach a figure you set, calculated across all games on your account |
| Wagering limit | Caps total bets placed per day, week or month, regardless of whether you win or lose |
| Session timeout | Logs you out automatically after a set play time, from 30 minutes to 4 hours |
| Reality checks | Displays session length, deposits and net position at your chosen interval inside the game |
| Cooling-off period | Suspends your account for 24 hours to 30 days with a single click, for a genuine break |
| Self-exclusion | Closes your account for 6 months or permanently, with full deactivation of marketing |
Limits only move down
You can tighten any limit instantly. Raising or removing one takes 24 hours, because a wait is exactly what stops a late-night decision from becoming a costly one. When you request a raise, we show your recent play summary first, so the decision sits on real numbers, not a feeling.
Self-Exclusion, Step by Step
Durations we support
We offer five self-exclusion terms: 24 hours, 7 days, 30 days, 6 months and permanent. The 24-hour and 7-day options work as a circuit breaker for a rough week; 6 months and permanent are the terms for a serious break, and permanent exclusion is irreversible once confirmed.
- 24 hours: account locked, reopens automatically at the same time next day
- 7 days: account locked for one week, reopens automatically
- 30 days: full cooling-off, reopens automatically with all limits unchanged
- 6 months: account closed to play and deposits, reactivation only on written request after the term ends
- Permanent: account closed, balance returned, no reactivation under any circumstances
Your balance and open bets
Self-exclusion never costs you your money. Any withdrawable balance stays yours: for the 24-hour to 30-day terms it waits in your account, and for 6-month and permanent terms we process it to your verified withdrawal method on request, with no fee. Bets already placed on live tables or pending sport-style markets are settled as normal, and winnings land in your locked balance for withdrawal. Pending withdrawals already approved continue as usual.
Reactivating after the term
Exclusions of 6 months or less lift automatically, and we add a mandatory 24-hour cooling period before you can deposit again. For a 6-month exclusion you may request reactivation by email to our responsible-gambling contact; we hold the request for 7 days, ask you to confirm the limits you want in place, and then reopen. Permanent exclusion cannot be reversed, and we close any duplicate account opened during an exclusion the moment we detect it, returning the deposit that funded it.
Keeping Gambling Away From Minors
Age checks on every account
You must be 18 or over to hold an account with us, and we verify it rather than trusting a tick-box. Our KYC process requires photo ID showing your date of birth before your first withdrawal, and our systems run spot checks at registration, so an account flagged as underage is suspended immediately and reported where the law requires it.
What parents can do at home
Our age gate only works if the device in a child's hands is not already logged in. Parental control software such as Net Nanny, Qustodio or the built-in controls on iOS and Android can block gambling sites entirely, set device curfews and email you activity reports. Keep your login details and payment methods to yourself, never let a minor place a bet 'for luck', and log out of every session on shared devices. If someone under 18 has used your account, contact us straight away so we can freeze it.
Free Help Across Australia
Our tools manage play; these services help with the thinking behind it. Each one is free, confidential and independent of Castle Casino, and most are available around the clock. Calling one of them leaves no trace on your account with us.
| Service | Contact | Availability |
|---|---|---|
| Gambling Help Online | 1800 858 858 or gamblinghelponline.org.au | 24 hours a day, 7 days a week, phone and live chat |
| Lifeline Australia | 13 11 14 or lifeline.org.au | 24/7 crisis support if gambling is affecting your mental health |
| Financial Counselling Australia | 1800 007 007 or moneysmart.gov.au | Free financial counsellors for debt built up through gambling |
Talk to Us at Castle Casino
One message is enough
Our live chat runs 24/7, and any agent can set limits, start a cooling-off period or begin a self-exclusion on the spot, with no questions about why. For anything that needs a paper trail, email [email protected] with the subject line 'Responsible Gaming' and a member of our specialist team replies within 24 hours. Ask for a full play history at any time and we send a complete record of your deposits, bets and sessions, because honest numbers are where change starts.
Frequently asked questions
How do I set a deposit limit on my account?
Open Profile, then Responsible Gaming, choose Deposit Limit and pick a daily, weekly or monthly cap from 15 AUD upward. The limit applies immediately on both desktop and mobile.
Can I cancel a self-exclusion once it starts?
No. Terms of 30 days or less run their full course automatically. After a 6-month exclusion you can request reactivation by email, and we hold the request for 7 days before reopening your account. Permanent exclusion can never be reversed.
What happens to my money if I self-exclude permanently?
Your withdrawable balance is returned to your verified withdrawal method on request, with no fee. Open bets settle as normal and any winnings remain available for withdrawal.
Will self-exclusion stop marketing emails too?
Yes. All bonuses, promotions and newsletters are deactivated the moment any exclusion begins, and they stay off during cooling-off periods and limit decreases as well.
Is my conversation with support confidential?
Yes. Responsible-gambling contacts are handled by trained staff, kept separate from marketing, and never affect your standing as a player or your access to fair payouts.