Gambling addiction is a serious problem and as a Swiss online casino we recognise our responsibility in this regard. If you suspect you are developing signs of a gambling addiction, please get in touch with our responsible gambling team. You can either send an email to [email protected] or contact us via live chat. We will work with you to find the best solution for your situation!

We would also like to recommend that you contact an independent support organisation. The following organisations can help you:

• Careplay - Competence Centre for Gambling Addiction Prevention
• Centre cantonal d'addictologie de Fribourg
• Addiction Valais
• Addiction Counselling and Prevention District of Brugg
• Counselling centre Baden
• Addiction counselling Dietikon district Counselling sessions
• Centre for gambling addiction
• The Helping Hand
• Debt counselling Aargau-Solothurn

Recognising the seriousness of the situation is the first step. With the support of experienced specialists, a gambling addiction can be overcome.

The following limits are available at PASINO.ch:

• Net loss limit: Limit your losses by setting your exact gaming budget.
• Playing time limit: Choose your personal maximum playing time, which applies to all games offered.
• Login limit: Determine how often you can log in to your account each day.

You can set your gaming limit when you open your account and manage and change it directly in your PASINO.ch account in the «Responsible Gaming» section. If you lower your limits, they take effect immediately. If you increase your limits, you have 24 hours to reconsider your decision before the new limits apply.

If you have reached one of the limits, you will not be able to play again until the limit has been reset. The daily limits for playing time and sessions are reset every day at 00.00. The limit for the monthly net loss is reset on the 25th of the month, also at 00.00. For the net loss limit, your winnings and losses are taken into account.

Example 1: If you have set a net loss limit of CHF 100 and you win CHF 5, your remaining net loss limit is CHF 105.
Example 2: If you have set a net loss limit of CHF 100 and you lose CHF 5, your remaining net loss limit is CHF 95.

Yes, in your PASINO.ch account under «Responsible Gaming» you can set a break or cool-off period from playing from 24 hours to a maximum of six months for one, several or all game categories. The break only applies to games at PASINO.ch. If you have activated the cool-off period, it can only be cancelled under certain conditions.

There are several ways in which you can request a voluntary exclusion from games:

• In your PASINO.ch account in the «Responsible Gaming» section, by entering «Voluntary exclusion» in the field provided and submitting your request to us by clicking on «Confirm my voluntary exclusion».
• Alternatively, our customer service team can also help you. Please send an email to [email protected].
• Another option is to visit a land-based casino and apply for a voluntary exclusion there.

Please note that the voluntary exclusion applies to all Swiss online casinos, all Swiss land-based casinos, Swiss Lotto, Euromillions, sports betting, La Loterie Romande, jouez sport and PMU.

Yes, it is possible to lift a national gambling ban, but this can only be done by the casino that issued the ban. If the gambling ban was issued by PASINO.ch, please contact us at [email protected].

The Swiss Federal Gaming Board (SFGB) has defined precise conditions for lifting a national gambling ban. These are as follows:

The gambling ban must be lifted at the request of the person concerned if the reason for it no longer exists.

Only the organiser who has imposed a gambling ban can lift it again. A cantonally recognised specialist or specialised body must be involved in the lifting procedure.

Legal recourse against the decision to impose a gaming exclusion or not to lift an exclusion is via the civil courts. It is not part of the SFGB's remit to mediate as an arbitration authority in the event of disagreements between the casino and its customers.

Further information can be found on the SFGB website under Social Protection and Gambling Addiction.

To initiate the procedure for lifting the exclusion, submit a written request to [email protected]. Please note that we can only process the request if

• the exclusion has been imposed by Casino du Lac, and
• in the case of a voluntary exclusion, this has taken place at least three months previously.

If these conditions are met, please submit the following documents:

• Your last three payslips (or other recent and reliable documents that clearly show your income)
• Your last three bank statements
• Your debt collection register extract, not older than three months

We will check your request and inform you of the next steps.