Help & FAQ

      

If you are unsure whether you already have a player account registered with Casineo, our customer service team will be happy to help.

      

      

Your player account is personal and must not be used by third parties. It is also forbidden to sell, transfer, or otherwise make your account available to others, as well as to purchase or use accounts belonging to other people.

      

      

You can only update your contact details via our customer service chat. Please contact us.

      

      

You can change your address via our customer service chat. Please have proof of address ready (e.g. mobile phone bill or bank statement).

      

      

You can activate and deactivate your communication channels yourself in your account under “Settings”.

      

      

Check the spelling of your login details and make sure they are correct. If the password is incorrect, you can reset it using the "Forgotten password" function. If this does not help, please contact us via chat.

      

      

You can reset your password using the ‘Forgotten password’ function. Please also check your spam/junk mail folder if you cannot find the email from us in your inbox

      

      

Please check your spam/junk mail folder and see if you can find the email there. If you have not received it, please feel free to contact us via chat.

      

      

You can have your account with us closed. It can be reopened for you at any time. However, it is not possible to delete your data, as we are legally obliged and required by the supervisory authority FGB to retain the data from your player account (personal details, gaming sessions and transactions) for 10 years. The data will be stored securely in compliance with the applicable data protection regulations, will not be passed on and will not be used for any other purpose.

      

      

You can reopen your account at any time. Please contact us via chat to do so.

      

      

If you do not use your account for a long period of time, it will be automatically closed after two years of inactivity. Casineo will then transfer the remaining balance (excluding any bonus credit) to the payment account specified in the account. If this cannot be done due to missing or invalid information and it is not possible to contact you, Casineo will transfer the remaining balance to the AHV compensation fund after a further 24 months (Art. 51 GamlO). After that, all claims against Casineo will expire completely

      

      

An account closure can be reversed at any time, provided we have a copy of your valid official ID and your current address is verified in the system. An account can only be blocked by imposing a gambling exclusion. This applies throughout Switzerland and the Principality of Liechtenstein to all licensed casino games in casinos and online, as well as to online lotteries, sports betting, games of skill and largescale games specified by the intercantonal authority (Art. 80 GamblA).

      

      

Under “Game history”, you can access your previous deposits, withdrawals, stakes, winnings, losses and net results for any period of time you choose. This allows you to keep track of your activities in a transparent manner.

      

      

After registration, a provisional player account will be opened for you. For final activation, you must submit a copy of a valid official ID within 30 days. If your residential or temporary address cannot be verified by the information centre, we will also require proof of address (e.g. a copy of a mobile phone, insurance or internet bill, or a bank statement). You can upload the required documents using the upload function in your customer account.

      

      

The message ‘Account verification required’ means that your player account has not yet been fully verified. After registration, a provisional account is initially created. For final activation, we still need to verify your details. To do this, you must submit a copy of a valid official ID. If your address could not be verified automatically, additional address confirmation is required (e.g. a bill or bank statement). Once all the necessary documents have been submitted via the upload function in your customer account and checked, your account will be fully activated.

      

      

In order to verify your account, we require the following documents from you:

• Copy of a valid official ID
• Proof of address (copy of a mobile phone, insurance, internet bill or bank statement)

      

      

You can upload the required documents directly to your player account. Verification usually takes place within 24 hours.

      

      

Yes, your documents are safe with us. Your data is stored on our servers and on the servers of our platform in accordance with the highest security standards. We are also certified according to the strict ISO/IEC 27001 standard for information security management systems.

      

      

If you do not submit your documents to us within 30 days, your player account will be automatically blocked by our system. You can upload the documents to your player account with us. The data will then be verified by us within 24 hours and your account will be activated.

      

      

In your player account, you can click on ‘Deposit’. This will open the deposit form, which you can use to make your deposit.

      

      

At casineo.co.uk, the following payment methods are available, which will be credited to your player account immediately:

• Credit card (Mastercard and Visa)
• Apple Pay
• Paysafecard
• PostFinance / Postcard
• TWINT

Alternatively, you can also transfer the amount to us via bank transfer

IBAN: CH70 0023 2232 1404 8003 T
In favour of: Casinò Locarno SA, Largo Zorzi 1, 6600 Locarno       

      

You can make a deposit into our bank account. The amount will be credited to your player account within 3 working days.
IBAN: CH70 0023 2232 1404 8003 T
T Beneficiary: Casinò Locarno SA, Largo Zorzi, 6600 Locarno
Please do not forget to include your player name so that we can correctly allocate your deposit.

      

      

If your deposit does not appear in your player account despite being successfully debited, please contact us via chat.

      

      

There are no fees for deposits and withdrawals at Casineo.
However, please note that your payment provider may charge fees. For more detailed information, please contact your payment provider directly.

      

      

The minimum deposit amount is CHF 10.-

      

      

Your deposits are usually credited to your player account immediately and in real time. For bank transfers, it can take up to 3 working days for the credit to appear.

      

      

Select "Withdrawal" in your player account. Enter your IBAN, the name of the account holder and the desired withdrawal amount. You will usually find your IBAN on the front of your bank or post office card.

      

      

Withdrawals are usually processed and initiated by us within one working day. However, it may take several working days for the amount to be credited to your account, as processing times vary depending on the bank. Please note that we do not process withdrawals at weekends.

      

      

Casineo does not charge any fees for deposits or withdrawals. However, your payment provider may charge fees. For more detailed information, please contact your payment provider directly.

      

      

You can have your payout made to a Swiss bank or post office account. In accordance with Art. 50 GamlO, payouts may only be made to a payment account held in your name.

      

      

No, according to Art. 50 GamlO, withdrawals may only be transferred to a payment account held in your name. Casineo is entitled to request identification documents or further information as part of the withdrawal process.

      

      

You can withdraw your real money balance at any time. If you have a bonus balance, this must be cancelled in advance or the respective wagering requirements must be met. Cancelling the bonus will void your entitlement to the bonus balance.

      

      

No, there is no minimum amount for withdrawals at Casineo.

      

      

No, payouts are only possible to a Swiss bank or PostFinance private account.

      

      

No, according to Art. 50 GamlO, withdrawals may only be made to a payment account in your name. With Revolut cards, the beneficiary shown is not your name but ‘Revolut Ltd.’, which is why withdrawals to a Revolut card are not possible.

      

      

If your account is fully verified (official ID and proof of address confirmed), we require a one-time bank document (not older than three months) that clearly shows the IBAN you provided. This document is used to verify your bank account and ensures the smooth processing of future payouts and transactions.

      

      

Joint accounts may be registered provided that your partner is not subject to any national gambling exclusion (which also applies to the Principality of Liechtenstein).

      

      

The purpose of identifying the beneficial owner is to determine the natural person whose funds (income and/or assets) are used for transactions on Casineo. If one or more deposits or withdrawals totaling at least CHF 4,000 are made within a 24-hour period, we are required to identify the beneficial owner.

      

      

Based on the Federal Act on Gambling (Art. 80 GamblA), we are required to conduct checks and issue gaming bans if there is a risk that a person is over-indebted, unable to meet their financial obligations, or is wagering amounts disproportionate to their income and assets.
Due to legal and regulatory requirements, we must conduct social responsibility assessments and impose gaming bans if necessary.
Without submitting the required documents (including financial data), we cannot assess your case and, due to our due‑diligence obligations, must impose a nationwide (which also applies to the Principality of Liechtenstein) gaming exclusion.
In cases involving beneficial ownership, the account remains blocked and withdrawals are not possible until we receive the required financial documents.

      

      

Winnings on Casineo are tax‑free up to CHF 1'070'400

      

      

A bonus is free gaming credit that is made available as part of promotions. Bonuses are alwa ys subject to wagering requirements and can only be converted into real money and paid out once these requirements have been met.

      

      

Free spins are free rounds that you can use on one or more games. They are provided by Casineo as part of promotions.

      

      

The bonus balance can be used at Casineo for all games, except for progressive jackpot games and some other games. You can find a full list of all excluded games in our bonus conditions. When playing, your real money balance will always be used first. Once the wagering requirements for the original bonus amount have been fully met, the bon us balance will be converted into real money. Unless otherwise stated, the following wagering requirements (playthrough) apply:

• Slot machines: 30 times
• Table games: 300 times

Unless otherwise stated, you have one month to meet the wagering requirements.

      

      

The bonus balance will be converted into real money once the wagering requirements applic able to the original bonus amount have been met. Unless otherwise stated, the required wagering (playthrough) is 30 times for slot machines and 300 times for table games. Please note that the bonus balance cannot be used for the games listed on this page. In addition, any winnings that exceed the real money balance available at the start of the ga ming session are considered bonus winnings if a bonus is active.

      

      

No, your bonus does not have to be covered by real money. Once there is no more real money in the account, you can also play with the bonus balance and thus fulfill the wagering requirements. It is there fore not necessary to cover the bonus with real money in order to convert it.

      

      

As soon as a bonus is available at Casineo, you will be notified via a popup message. You can then accept or decline the bonus accordingly.

      

      

If you have an existing bonus code, you can redeem it in your player account

      

      

You can cancel bonuses you have received at any time directly in your player account in the bonus overview. Bonuses are not mandatory. You have the option to decline a bonus or canc el it directly in your player account in the bonus overview. Please note that a canceled bonus cannot be restored. You will not only lose your previous playthrough progress, but also the right to redeem the canceled bonus code in the future.

      

      

The playthrough can be viewed in the player account in the bonus overview.

      

      

The first deposit bonus is a one-time bonus that you receive for your first deposit at Casineo. The bonus amount corresponds to the amount of your first deposit up to a maximum of CHF 500. If you deposit at least CHF 80, you will also receive 250 free spins.

      

      

The game bonus rewards existing customers who place real money bets of a defined amount in a specified game. The bets are added up over the entire duration of the campaign, so the defined amount does not have to be reached in a single bet or in a single day (for campaigns lasting longer than one day). If there are several levels, the bonuses are credited when the respective level is reached; wh en a higher level is reached, the difference to the level already reached is credited. The bonus can be offered in the form of a cash bonus or free spins. The form in which the bonus is awarded is defined within the campaign. The game in which the bets must be placed is also defined within the campaign. Bets placed in other ga mes do not count towards achieving the goal. The free spins received can only be redeemed in the defined game (or games). Only real money bets count towards achieving the goal; bets placed with bonus money or free spins do not count towards achieving the goal. Here is another example of this bonus to illustrate: To participate in the campaign, you must see the mission in your sidebar widget. If you do not see the campaign in your sidebar widget, you are not eligible to participate in this campaign.If a player places real money bets between CHF 20 and CHF 50 in the Book of Ra game within a week, they will receive free spins worth 20% of their bet. The free spins are awarded in three stages:

• Place bets in Book of Ra worth CHF 20 and receive 10 free spins worth CHF 0.40 each.
• Place bets in Book of Ra worth CHF 40 and receive 20 free spins worth CHF 0.40 each.
• Place bets in Book of Ra worth CHF 50 and receive 25 free spins worth CHF 0.40 each.

In this fictional campaign, you would have one week to place your bets. Once you have place d bets worth CHF 20 in Book of Ra, you will receive 10 free spins credited to your player profile. When you reach the CHF 40 limit, you will receive another 10 free spins, and when you reach the CHF 50 limit, you will receive another 5. In this example, you would have received a total of 25 free spins for bets worth CHF 50.

      

      

Free spins are free rounds that you can use on one or more games. These are made available as part of Casineo promotions.

      

      

You can find all current bonus promotions under "Bonus offers." We also recommend activating the SMS and Email communication channels so that you are always informed about the latest bonus prom otions.

      

      

A limit allows you to better control your gaming behavior and play responsibly, while also all owing you to focus on other things in life.

      

      

In Switzerland, setting a loss limit is mandatory. At Casineo, you enter the maximum amount you are willing to lose per day, week, or month. Example: With a daily limit of CHF 100 and CHF 200 in your account, you can play until you have CHF 100 left.

      

      

You can set a betting limit that is independent of wins or losses. Each bet will be deducted fr om this limit. Example: With a daily limit of CHF 100, you can play 50 times at CHF 2 each.

      

      

With a deposit limit, you determine how much money you want to deposit in a certain period of time.

      

      

The loss limit is a net loss limit. Example: If you have set your limit to CHF100 per day and have CHF200 in your Casineo account, you can play until you have CHF100 left in your account. Any winnings you make in the meantime will not count towards the loss limit.

      

      

To change a limit, you can make these adjustments in your account under “Responsible Gaming.” If you reduce a limit or add a new one, the change will take effect immediately. If a limit is increased or removed, the change will only take effect after 24 hours. These changes can only be made by you and cannot be expedited

      

      

Gambling addiction occurs when those affected can no longer control their gambling behavi or. Gambling becomes a dominant urge and increasingly takes center stage in their lives. Their thoughts constantly re volve around gambling—the next opportunity to gamble, a possible (big) win, obtaining money for further gambling, or hiding losses. You can find more informat ion on this topic in your player account in the “Responsible Gaming” section.

      

      

As a rule, early signs that may indicate future gambling addiction can be detected in those affected. Our self-assessment test is a tool that helps you recognize any warning signs yourself. The ags addiction counseling service also offers you the opportunity to take advantage of free professional counseling. We also work together with Dargebotene Hand (tel. 143) and Careplay. You can find more information on this in the “Responsible Gaming” section. These organizations are available to answer your questions at any time. We are also happy to help you with any questions you may have about our social concept. You can contact our team at compliance@casineo.ch.

      

      

Use the tools available to you, such as limits, breaks from gaming, access to your gaming history, and the callback feature. Never try to recoup losses by continuing to play (“chasing losses”), and don't neglect your social contacts. Casineo attaches great importance to your well-being and ensuring that gaming does not cause you any difficulties.

      

      

Yes, you can take a break from gambling at any time in your player account. You can set a duration of between 15 minutes and 6 months and decide whether the break should apply to the entire Casineo offering or only to individual game categories (e.g., slots). During the break, no bets can be placed in the selected categories. The break gives you the opportunity to consciously devote yourself to other, more important areas of your life.

      

      

No, a gambling exclusion applies throughout Switzerland and in the Principality of Liechtenstein and covers all types of casinos – both land-based and online casinos. It also applies to online lotteries, sports betting, and games of skill, as well as large-scale games determined by the intercantonal authority (Art. 80 GamblA).

      

      

You can activate a gaming exclusion directly in your player account under the “Responsible Gaming” category. Alternatively, you can send us your request via chat, by email to help@casineo.ch, or by post.

      

      

You have the option of requesting a voluntary gaming exclusion. In addition, we ask you to describe your request by email to help@casineo.ch or compliance@casineo.ch and/or request a callback via your player account. Our trained staff will then contact you by phone to discuss the next steps together. In urgent cases, we recommend that you contact Dargebotene Hand, which is available around the clock.

      

      

The gambling exclusion applies throughout Switzerland and the Principality of Liechtenstein and covers all licensed casino games in land-based casinos and on the internet. It also applies to

      

      

No, a gaming exclusion is valid indefinitely. However, it can be lifted after a successful assessment by Casino Locarno SA and following a consultation with the ags addiction counseling service.

      

      

You can find the application form on the “Safe Gaming” page under point 7 (“Gaming restrictions”).

      

      

No, the demo mode is completely free and allows you to get to know the game without any obligation.

      

      

Yes, of course, you can play anywhere with any device. Whether it's a PC, Mac, tablet, or cell phone.

      

      

You can find your entire game history in your account under the heading “My History.

      

      

Live casino games are mostly table games such as poker, roulette, or blackjack, which are b roadcast live from a studio. This allows you to follow the game in real time.

      

      

Yes, the live games are broadcast in real time.

      

      

Before a game can be offered on Casineo, it must first be reviewed and approved by the Federal Gaming Board (FGB). This ensures that all technical requirements under Swiss law are met. In addition, the games are regularly checked by independent certification bodies.

      

      

In most cases, the following will help:

• ·Check your internet connection
• · Update your browser to the latest version
• · Allow pop-ups and cookies
• · Clear your browser's cache and cookies.
• If the problem persists, please contact our customer service via chat.

      

      

You can find the rules of the game and other practical information in the help section of each game.

      

      

Many games also indicate volatility. This shows how winnings are distributed: more frequently in small amounts or less frequentl y but in larger sums.

• Low volatility: more frequent but smaller winnings
• High volatility: less frequent but higher winnings This allows you to better assess which type of game suits your playing style.

      

      

The payout ratio indicates what percentage of the stake is returned to the player in the long term. The higher this value, the higher the player's chances of winning. The payout ratio is often referred to as RTP (return to player), “house edge,” or “payout percentage.” For example, if you bet a total of CHF 100 and the slot pays out CHF 95, the RTP is 95%. This payout ratio does not necessarily reflect your personal winnings, but is calculated across all players on this slot. For example, the slot pays back 75% of winnings to one player and 93% to another. If the next player wins a large sum, they could win an RTP of 163%, for example. However, the amount you bet has no influence on your chances o f winning. You can find detailed information on the theoretical payout ratio for each slot mac hine in the help or info section of the respective game. This is the percentage of bets that are paid back to the player in the form of winnings in the l ong term.

      

      

Table games usually have a higher payout ratio than slots. So if you're not having much luck with slots, try one of our table games such as blackjack, roulette, or baccarat. Table games usually have a higher payout ratio than slots. If you're not having much luck wit h slots, try one of our table games such as blackjack, roulette, or baccarat.

      

      

The average real payout ratio of our games is 96.12%. For more information, please contact us.

      

      

If a connection is lost during an active game, whether intentionally or unintentionally, the cu rrent round will still be played to the end on the server. The game provider will record the exact time of the interruption. If the result of the current gam e has already been determined, your winnings or losses will be credited accordingly. In live games, the game will continue and your winnings or losses will be credited if your bet was already accepted be fore the connection failure. If you have any questions, please feel free to contact our custom er service via chat at any time. For fast and targeted processing, please send us the name of the game, the time of the interruption, the error message, the amount of the bet, and any other details that may be relevant. With this information, we can determine the reason for the interruption of the game and the result of the game and, under the appropriate conditions, assign compensation if necessary.