General Terms and Conditions (GTC)

1. General information

Casinò Locarno SA operates the online casino Casineo via www.casineo.ch and apps called Casineo (hereinafter referred to individually and collectively as the “website”). All rights relating to Casineo apply exclusively to Casinò Locarno SA, Largo Zorzi, 6600 Locarno, Switzerland (hereinafter referred to as “Casineo”). Casinò Locarno SA is supervised by the Federal Gaming Board (FGB, www.esbk.admin.ch) and holds Swiss licence no. 2023-B-10.

These general terms and conditions (hereinafter “GTC”) apply to all online casino games and online services (“games” or “game offering”) offered on the Casineo website (the “gaming platform”) for the Swiss market.

By opening a player account, using our game offering, and logging into your player account, you accept these GTC. These GTC and their acceptance are a prerequisite for using the website. The GTC come into effect immediately after you start the registration process on the website. By registering a player account with Casineo, you agree that you have understood our Terms and Conditions and accept them in full. By using our website or any of our games, you fully accept our Terms and Conditions and agree to accept them throughout your use of our products and services.

By using our website or any of our games, you fully acknowledge our GTC and agree to accept them throughout your use of our products and services.

Questions arising from the use of the website and games with third‑party hardware (e.g., PC, mobile phones, tablets) or software (e.g., operating systems, web browsers, access software), the use of third‑party app stores (e.g., Google Play, iTunes, Windows Store, Apple Store), or from the user’s internet connection to the services are not subject to these GTC, as these services are not provided by Casineo.

To open a player account with Casineo, you must i) be of legal age, ii) have a residence or habitual residence in Switzerland, iii) not be subject to a gambling exclusion (Art. 80 of the Federal Act on Gambling (GamblA)), and iv) not be subject to a gaming prohibition (Art. 52 GamblA). Casineo reserves the right to define additional criteria for opening a player account.

If you register with Casineo although you are not of legal age, do not have a residence or habitual residence in Switzerland, are subject to a gambling ban, or are subject to a gaming prohibition, losses will not be reimbursed and winnings will not be paid out, taking into account Art. 52 para. 4 of the Gambling Ordinance (GamlO).

You may only have one (1) player account on our website. If you attempt to open more than one player account, we may block all accounts and cancel any bonuses. It is prohibited to sell, transfer, make available, or acquire player accounts from other persons, as well as to use player accounts belonging to others.

You may use our website and your customer account exclusively for the purpose of participating in games of chance for recreational and leisure purposes, and not for commercial, professional, or other purposes.

By using the website, you confirm that you are not acting fraudulently, do not collude with other players, do not engage in any unlawful activities or assist third parties in doing so, and do not manipulate our games using hardware‑ or software‑based methods.

You undertake not to misuse the bonus offers and promotions we provide. This includes, among other things, not applying strategies to convert bonuses into real money without risk.

You undertake not to distribute any content (e.g., images, videos, links, words) with advertising, political, religious, offensive, harassing, threatening, violent, sexist, pornographic, or otherwise morally objectionable, immoral, or offensive content, in particular racist or extremist (right‑ or left‑wing) content, persons, or depictions in connection with the website and other Casineo offerings.

Casineo reserves the right to store all personal data you provide for as long as legally permitted or required. You have the right to access the data stored about you. Further information on data protection can be found in our Privacy Policy. 

2. Registration of the Player Account

To participate in real‑money games at Casineo, registration (“player account”) via the website www.casineo.ch is required. Casineo reserves the right to refuse the opening of a customer account without stating reasons.

You must complete all mandatory fields in our registration form truthfully and in accordance with an official identity document, in particular your first name, last name, date of birth, nationality, gender, residential or contact address, as well as a valid email address and mobile phone number. By completing the registration, you confirm that all your information is truthful.

The following documents are accepted as official identification, provided they are still valid and issued in Latin script: passports and identity cards that entitle the holder to cross borders, driver’s licences, diplomatic passports, Swiss residence permits (B, C, Ci, L), Swiss legitimation cards for employees of the federal government, cantons, and municipalities (Art. 49 para. 2 GamlO). The documents must include a photo and contain at least the name, first name, and date of birth. N and F residence permits as well as blue, green, and grey travel documents are not accepted. S and G residence permits are accepted only with special permission and after submitting additional documents. Casineo reserves the right to refuse registration to persons holding these documents.

Before completing registration, you must define and store in your player account the maximum daily net loss you allow yourself. In your player account, you may also set additional limits for possible daily, weekly, or monthly deposits or losses. The set maximum value can be changed at any time in the player account, whereby a reduction becomes effective immediately and an increase only after 24 hours.

You undertake to provide only complete and truthful information about yourself during the term of this agreement and business relationship with us, and to inform us immediately of any changes to such data. If changes occur that make you no longer eligible to play at Swiss online casinos and you fail to report them in time, losses will not be reimbursed and winnings will not be paid out, taking into account Art. 52 para. 4 of the Gambling Ordinance.

During registration, the residential or contact address you entered is verified. For this purpose, we transmit the necessary personal data (first and last name as well as address data) to an information agency (CRIF AG, Riesbachstrasse 61, 8008 Zurich). It is also checked whether you are listed in the register of barred players. You expressly agree to these procedures.

As part of the registration process, you must choose a username and password for your later login to the website. The username should not allow conclusions about your identity, as it is public and visible to third parties. It is solely your responsibility to store your login details securely and not to share them with third parties. Casineo is not responsible for misuse of your login details by third parties and the resulting consequences should third parties gain access to your data. Furthermore, Casineo reserves the right to block your account and withhold available funds if your customer account is used by a third party or if such suspicion exists. If you can no longer find your login details, please contact Casineo support (help@casineo.ch).

3. Provisional Opening of a Player Account

After registration, a provisional player account is opened. For a final activation, you must submit a copy of an official identity document within 30 days and — if your residential or contact address could not be verified via the information agency — a corresponding address confirmation (copy of an electricity, TV, or internet bill, or a bank statement). These documents may be submitted via the upload function in the customer account, by email (help@casineo.ch), or by post. As long as the player account is not fully activated, your cumulative deposits may not exceed CHF 1,000 and your winnings cannot be paid out in accordance with Art. 52 GamlO. If the required documents are not submitted within 30 days, Casineo is obliged under Art. 52 GamlO to deactivate the player account.

4. Gaming Balance and Deposits/Withdrawals

All necessary information required to deposit money into your player account can be found under the “Deposit” menu item. You may use the payment methods displayed for deposits. Payment methods may be changed by Casineo from time to time. When using a credit or debit card for deposits, an authorization is performed. If the authorization is approved, the deposit amount is credited to your customer account. If the authorization is not approved by the card issuer, no credit is made. For regulatory reasons, only credit cards linked to a bank account may be used. Casineo may request identification documents or other information during a deposit process.

Balances in your customer account do not earn interest. Casineo does not grant loans and does not allow overdrafts on the customer account.

You may only deposit money into your player account for which you or a person you have declared are the beneficial owner (Art. 4 AMLA). The beneficial owner is the person who has a right to the money used for gaming stakes on Casineo and to any winnings, and who can factually or legally decide on the use of this money.

You may not deposit money into your player account that you know or must assume originates from criminal or illegal activities, or deposit using a payment method for which you are not authorized. In case of violation, Casineo is entitled and obliged to take the measures provided for under anti‑money‑laundering legislation.

You undertake, upon request by Casineo, to provide the beneficial owner, detailed information and documents, as well as the origin of payment transactions connected to your player account (AMLO-FGB). Casineo must verify the identity to ensure who the beneficial owner is (Art. 4 para. 1 AMLA). Casineo periodically checks the required documents for their validity and updates them if necessary (Art. 7 para. 1 AMLA).

According to Art. 7 para. 1 AMLO-FGB, the casino must obtain a written declaration from the player regarding the beneficial owner if:

• it knows that the player is not identical with this person, or has doubts about it
• the player carries out transactions that require identification under Art. 3 or must be recorded under Art. 10 AMLO-FGB
• the assets brought in by the player obviously exceed their financial circumstances
• contact with the player gives rise to the identification of other unusual behaviour

Casineo reserves the right to report the matter to the competent authorities (especially in cases of intentionally false information).

Casineo may refuse a payment transaction (deposit/withdrawal) if there is suspicion of fraudulent intent or if the transaction otherwise violates legal regulations.

Withdrawals may only be made to a Swiss bank or postal account in your name in accordance with Art. 50 GamlO. Withdrawals to credit cards or Revolut accounts are excluded. Casineo may request identification documents or other information during a withdrawal process. You may request a withdrawal of your real‑money balance at any time.

All winnings from online participation in casino games exceeding CHF 1,070,400 are subject to withholding tax. Casineo is therefore obliged to deduct the corresponding tax amount before paying out the remaining winnings. In the event of such a win, we will contact you directly and inform you about the next steps.

5. Inactive Player Account

A player account is considered inactive if it has not been used for six (6) consecutive months. Casineo will contact you if your account becomes inactive.

Without your response, Casineo will, after 24 months, automatically transfer the remaining balance (excluding any bonus balance) to the payment account registered in the player account. If this is not possible due to missing or invalid account information and Casineo is unable to contact you, Casineo is obliged, after another 24 months, to transfer the remaining balance to the AHV compensation fund (Art. 51 GamlO). Any claims against Casineo expire completely at that point.

6. Closure of Your Customer Account

You may request the closure of your player account at any time. Send an email to help@casineo.ch and inform us accordingly.

Casineo may also close a player account against the will of the player if:

• the requirements under section 2 are not (or no longer) fulfilled
• your player account has remained inactive for more than two years, whereby the reason for inactivity may also be a gambling ban
• there is reasonable suspicion that you are abusing the gaming platform, attempting to influence the regular game operation (e.g., through bots or other malware), or exploiting an error in the game
• there is reasonable suspicion that you are involved in money laundering, terrorism financing, or similar activities, or that the funds you deposited originate from criminal activities or a criminal organisation

Casineo will inform you in advance about the closure of your player account and point out the associated consequences. In the event of account deletion, you are prohibited from registering another account on the gaming platform under a different identity.

7. Responsible Gaming

At Casineo, a positive and entertaining gaming experience is at the centre of our philosophy. On our website, we provide various tools to help you control or limit your gaming behaviour. You can access information about your gaming activity (stakes, winnings, net result) at any time in your player account. Casineo also offers a self‑assessment test to evaluate your gaming behaviour, instructions on how to request a gambling ban, contact details of the Social Protection Officer of Casinò Locarno SA, and information on gambling addiction counselling services.

We are legally obliged to impose a gambling exclusion if there is suspicion that someone is over‑indebted, unable to meet financial obligations, or risking stakes that are disproportionate to their income and assets. The gambling exclusion applies throughout Switzerland and the Principality of Liechtenstein. It affects all licensed casino games in casinos and online, as well as lotteries, sports betting, skill‑based games, and all large‑scale games determined by the inter‑cantonal authority. The gambling exclusion  is recorded in a nationwide register and a register of the Principality of Liechtenstein.

To fulfil these obligations, Casineo analyses your transaction and usage data and, if necessary, checks your creditworthiness or requests a debt collection register extract as well as further information and documents regarding your financial situation. For credit checks, Casineo transmits the necessary personal data (first and last name, date of birth, and address data) to an information agency. CRIF AG, Riesbachstrasse 61, 8008 Zurich, performs a credit assessment based on mathematical‑statistical procedures. You may request information about the data stored about you from CRIF AG at any time.

8. Game Break and Gambling Exclusion  

8.1 Temporary Game Break

You may temporarily exclude yourself from gaming at any time, i.e., for a period of up to 6 months, for one or more categories (e.g., Blackjack, Roulette, Baccarat, Slots). After the selected period expires, the temporary game break is automatically lifted. An early termination of a temporary game break is only possible if a justified request is submitted and the conditions for a gambling exclusion under Art. 80 GamblA are not met.

8.2 Gambling Exclusion 

You may request a voluntary gambling exclusion at any time via the website or your player account.

Casineo will also impose a gambling exclusion against your will if:

it is assumed that you are addicted to gambling or over‑indebted, unable to meet financial obligations, or placing stakes disproportionate to your income and assets (art. 80 GamblA);

• there is reasonable suspicion that you are abusing the gaming platform, e.g., by using bots or other malware to influence games or exploiting a game error (art. 42 GamlO);
• there is reasonable suspicion that you are involved in money laundering, terrorism financing, or similar activities, or that the funds you deposited originate from criminal activities or a criminal organisation
• Casineo may block your customer account and withhold your available balance as soon as there is suspicion of money laundering. For certain transactions, we are obliged under the Anti-Money Laundering Ordinance FGB (AMLO-FGB) to request further information from you. Until the legally required information and documents are provided, the player account may remain blocked.

Casineo may also inform law enforcement authorities and/or file a report with the Money Laundering Reporting Office (MROS).

Casineo also reserves the right to refuse you participation in games in accordance with Art. 53 GamblA if you violate these GTC.

Account closure under section 6 remains reserved.

Casineo will notify you of the gambling exclusion in writing.

The gambling exclusion is entered into a register. The register contains the name, first name, date of birth, nationality, type and reason for the ban, and the date of entry. The register entries are accessible to all Swiss casinos.

8.3 Lifting of the Gambling Ban

A gambling exclusion imposed by Casineo will be lifted upon request if the reason for the exclusion no longer exists. A cantonally recognised specialist or counselling centre is involved in the lifting procedure. A voluntary gambling exclusion may only be lifted upon request of the player and no earlier than three months after the start of the ban.

9. Bonus Rules

Bonus credit (“bonuses”) refers to monetary amounts credited to a player account in connection with promotions (e.g., during registration or when depositing funds). The conditions for granting, using, or redeeming bonuses are defined in these bonus rules. However, there are bonuses whose rules are described at the time they are granted or within specific games on the website. It is always clearly indicated which rules apply to which bonuses.

Bonuses are used as stakes in the games offered on the website. Before bonus credit is used, any available real‑money balance is automatically used first. If you have bonus credit, all winnings that exceed the real‑money balance at the beginning of the gaming session are automatically converted into bonus credit. Please note that bonus money cannot be used in all games and/or features. Excluded from bonus use are:

• Games with a progressive jackpot
• Slots with a Spin Memory function
• Slots with a high theoretical payout rate (i.e., 98% or higher)
• All Roulette games

In each game, a maximum of CHF 10 in bonus credit may be used per round.

Bonuses are converted into real money once the applicable wagering requirement (playthrough) has been fulfilled. The wagering requirement specifies how much real money must be wagered before the bonus can be converted into real money. You can view the current wagering status for each bonus in your player account. As a standard*, a bonus must be wagered 30 times before it is converted into real money. Individual games contribute differently to the wagering requirement. An overview is provided in the following table:

\*For special promotions, the wagering requirement may differ from the values listed here. In such cases, the specific bonus will explicitly indicate the applicable requirement. The proportional contribution of different game types and the games/mechanics excluded from bonus play remain unchanged regardless of the promotion.

Example: If you receive a bonus of CHF 5 and use it on slot machines, each franc must be wagered 30 times before the bonus is fully wagered and can be paid out. This means you must place wagers totalling CHF 150 (30 × CHF 5) to complete the wagering requirement.

The standard period for fulfilling wagering requirements is one month. If this period differs, it will be indicated in the respective promotion. Casineo reserves the right to withhold or delete bonus credit if it is not used within the specified period from the time it was granted.

You may request a withdrawal of your real‑money balance at any time. However, you must first cancel any bonuses for which the wagering requirements have not yet been met. 

Abuse of Bonus Promotions

We reserve the right to inform customers about misconduct related to the use of bonuses and to exclude player accounts from our bonus offers and/or close accounts that misuse or attempt to misuse our promotions.

The following are considered abusive in particular:

• Deposits that are withdrawn again without significant gameplay
• Bets on risk‑free combinations (e.g., betting on both red and black in roulette)
• Betting patterns aimed at circumventing Casineo’s bonus rules

These examples are not exhaustive. Casineo reserves the right to determine abuse on a case‑by‑case basis.

10. Loyalty Program

Casineo offers a loyalty program that allows you to collect reward points (coins) for your activities on Casineo, which can be exchanged for rewards. Participation in the loyalty program is automatic upon registration with casineo.ch and is
optional; you can opt out at any time in your player profile settings. Data processing in connection with the loyalty program is governed by the privacy policy of Casineo.
 

Casino Locarno reserves the right to refuse or terminate the awarding or maintenance of levels in the Loyalty Program, namely in the event of justified suspicion of abuse or violation of these GTC or the respective program conditions. The
range of services offered by the Loyalty Program (e.g., available rewards, level benefits) may be adjusted at any time.

All reward points collected in the loyalty program are the sole property of Casinò Locarno SA. Reward points are personal, non-transferable, and have no cash value. Casinò Locarno SA will not compensate for expired or unused reward points, nor will it pay them out in cash. Reward points expire automatically if there is no point movement (collection or redemption of points) for twelve consecutive months. You can view your current point balance at any time in your player profile.

In the event of reasonable suspicion of misuse of the loyalty program or violation of these terms and conditions or the specific program conditions, Casinò Locarno may exclude you from the loyalty program, downgrade your level, or block or delete your reward points. In this case, reward points already earned will not be paid out in cash; there is no legal claim to certain benefits from the loyalty program. Your rights with regard to real money balances in your player account remain unaffected.

If a gambling exclusion (voluntary or imposed) is imposed on you, participation in the games on Casineo will be excluded from that point on. Any reward points already collected will be frozen when the gambling exclusion is imposed and can only be redeemed for non-gaming-related rewards (e.g., vouchers, non-cash rewards) through customer service for one year after the gambling exclusion is imposed. Frozen points cannot be used rewards (e.g., vouchers, non-cash rewards) for one year after the suspension is imposed. Frozen points cannot be used for further gaming activities. After this year has expired, any remaining reward points will expire permanently unless the gaming suspension has been lifted.
 

If your player account is closed or deleted by you or by Casineo, your bonus points will expire after one year. During this year, any remaining bonus points can be redeemed via customer service; after that, they will expire permanently. We
recommend that you redeem your bonus points before voluntarily closing your player account. 

Casino Locarno reserves the right to change the terms and conditions of the loyalty program at any time and to suspend or terminate the program. You will be notified of any significant changes and the termination of the program in advance in an appropriate manner (e.g., by email or a message in your player profile). In the event of the complete termination of the loyalty program, Casinò Locarno will grant you a reasonable period of at least three months from the date of notification to redeem any reward points you have already earned in accordance with the terms and conditions applicable at that time. After that, all unredeemed reward points will expire without any entitlement to compensation or
cash payment.

Detailed information about the loyalty program can be found at www.casineo.ch/loyalty.

11. General Game Rules

A game can only be started if you are registered with Casineo and your player account has sufficient funds. A game manual is available for each individual game. For further information about game instructions, our customer service is happy to assist you. It is your own responsibility to familiarise yourself with the specific rules of our games.

If the connection is interrupted during an ongoing game, the game is recorded on the game servers. The result is displayed in the status of the player account, and any winnings are credited to the account. After a game interruption, no new game is initiated and no additional stake is deducted.

In the event of a software error or malfunction of the random number generator (RNG), the current game is void.

If Casineo mistakenly credits an incorrect amount to your player account, you are obliged to inform us immediately and return the incorrect credit.

You are solely responsible for any taxation of your winnings and for complying with further financial and legal obligations. For winnings exceeding CHF 1 million, we are required to withhold withholding tax and remit it to the Federal Tax Administration.

12. Data Protection

Casineo collects and processes player data in accordance with the provisions of Federal Act on Data Protection (FADP) and the European Union’s General Data Protection Regulation (GDPR).

By using the website, you agree to receive information from Casineo. You may adjust your communication preferences at any time in your account. Please note that we must send certain important notifications from time to time (e.g., regarding account inactivity, extended identification requirements, messages related to the social responsibility concept, anti‑money‑laundering measures, or changes to the GTC), from which you cannot unsubscribe. The use of personal data is governed by the Privacy Policy. The Privacy Policy is an integral and binding part of these GTC.

13. Warranty

Casineo provides its services carefully and professionally within the scope of its operational resources and foreseeable requirements. You acknowledge that Casineo provides all services via the internet and communication networks. Due to technical issues, operational disruptions, or interruptions of communication networks and/or failures of IT infrastructure, telephone lines, or other components required for service delivery, temporary impairments or interruptions of Casineo’s services may occur. Casineo therefore does not guarantee uninterrupted availability or error‑free operation of its services.

Casineo protects its systems against viruses. However, a virus infection can never be completely ruled out. It may also occur that unauthorised third parties send emails using Casineo’s name without its consent, which may contain viruses or spyware or link to web content containing such threats. Casineo has no influence over this and therefore rejects any liability in this context. 

14. Liability

Casineo is liable only for direct damages caused by gross negligence or intent and which fall within Casineo’s area of responsibility. Any further liability is excluded to the extent permitted by law.

Liability for slight negligence as well as for indirect or consequential damages is expressly excluded. Consequential damages include, in particular, lost profits, reputational damage, and data loss resulting from temporary impairments or interruptions of service availability, as well as transmission errors or incorrect price or service information. Casineo also excludes any liability for third‑party content that refers to the website or to which the website links.

15. Intellectual Property 

The website and all content accessible through it are protected by copyright and belong exclusively and comprehensively to Casineo, unless otherwise specified. Content may contain references to third‑party protection and usage rights, which must be respected by users. The reproduction, distribution, transmission (electronically or by other means), modification, linking, or use of the content for public or commercial purposes—whether in whole or in part—is prohibited without prior written consent from Casineo.

16. Version/Amendments

Our Terms and Conditions (GTC) are published in several languages for informational purposes and to facilitate orientation. However, if there are discrepancies between these GTC in other languages and the German version, the German version is always binding for both contractual parties.

Casineo reserves the right to make changes to these GTC at any time and thereby amend the agreement between you and Casineo. Amendments to the GTC will be communicated in an appropriate manner. The legally binding version is always the version of the GTC that is current at the time of use.

If you do not accept the changes, you may contact our customer support and request the closure of your account at any time. The amendments to our GTC become valid immediately upon publication on www.casineo.ch . It is your own responsibility to review our GTC and familiarise yourself with the specific game rules of our games.

17. Assignment

Casineo reserves the right to assign or otherwise legally transfer this agreement. You may not assign or otherwise transfer this agreement.

18. Final Provisions

All legal relationships are subject to Swiss law, excluding the Swiss Federal Act on Private International Law (PILA) and excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG).

The place of performance for all services provided by Casineo is Locarno, Canton of Ticino (Switzerland).

In the event of legal disputes between players and Casineo, Locarno, Canton of Ticino (Switzerland), shall be the exclusive place of jurisdiction. Casineo additionally reserves the right to assert all rights at the player’s place of residence. 

As of March 2026