Legal & Regulatory Information
Official legal notices for Silkgrovemanor — a licensed casino hotel resort operating in Victoria, Australia. All gaming and hospitality services are provided subject to Australian law and regulatory oversight.
Licensing & Regulatory Oversight
Silkgrovemanor operates under applicable Victorian and Australian gambling laws. Our gaming operations are conducted under licence and subject to supervision by the relevant regulatory bodies, including the Victorian Commission for Gambling and Liquor Regulation (VCGLR) and other authorities as required.
- Jurisdiction: Victoria, Australia
- Responsible regulator: VCGLR (Victorian Commission for Gambling and Liquor Regulation)
- Age restriction: 18 years and over
Responsible Gambling
We promote safe, responsible gambling. Assistance and self-exclusion options are available to guests. If you or someone you know has a gambling problem, help is available 24/7.
- National Gambling Helpline: 1800 858 858
- Gambling Help Online: gamblinghelponline.org.au
- On-site support: speak with our Guest Services or Security team for immediate assistance and self-exclusion procedures.
Terms of Use & Consumer Rights
Use of Silkgrovemanor services, facilities and website is subject to our Terms of Use and applicable Australian Consumer Law. Please review the principal provisions below.
Consumer Rights (AUS)
Your consumer guarantees under the Australian Consumer Law are not affected by our terms. If you have concerns about goods or services, contact us or consult the Australian Competition and Consumer Commission (ACCC).
Refunds, Cancellations & Pricing
Booking and on-site purchase terms vary by product and booking channel. The table below summarises typical policies; specific bookings may have bespoke terms—always refer to confirmation documents.
| Product | Cancellation | Refund |
|---|---|---|
| Room Reservation (standard rate) | Free cancellation up to 48 hrs prior | Full refund if cancelled in policy window |
| Event & Dining (prepaid) | Varies by event — see confirmation | Refunds issued per event terms |
| Gaming chip purchases | Non-cancellable | *** refunds for gaming chips |
Complaints & Dispute Resolution
We aim to resolve complaints promptly and fairly. If you have a complaint about our services, please follow these steps:
- Contact Guest Services or our Customer Relations team via Contacts.
- If not resolved, escalate in writing to our Legal & Compliance department at silkgrovemanor@hotmail.com.
- If unresolved, you may lodge a complaint with VCGLR or pursue alternative dispute resolution as applicable under Australian law.
Escalation Contacts
+ (61) 41 795-83-20
47B Lygon Street, Carlton VIC 3053
If your concern relates to gambling regulation, you may also contact VCGLR for guidance.
Privacy & Data Protection
We process personal data in accordance with our Privacy Policy. For details on collection, use, disclosure and rights, please visit our Privacy page.
Read Privacy Policy
Governing Law & Jurisdiction
These legal notices, disputes and claims arising out of or in connection with our services are governed by the laws of the State of Victoria, Australia. Parties consent to the exclusive jurisdiction of the courts of Victoria unless otherwise required by mandatory law.