Safe and responsible gaming

What is a Gambling Addiction?

Gambling addiction occurs when a person can no longer control their gambling behaviour. Gambling becomes the centre of life, and thoughts constantly revolve around:

• the next opportunity to play
• the next possible big win
• finding money to continue playing
• hiding losses

Gambling addiction develops gradually, similar to other addictions such as alcohol or drugs. The process typically includes three phases:

1. The Adventure or Winning Phase

Players often win larger amounts at the beginning. This can create the illusion that the win was due to skill rather than luck. Losses are downplayed or blamed on external factors.
Warning signs include:

• spending increasing amounts of money
• taking out loans to continue playing

2. The Losing Phase

Players may start using only borrowed money — and hide these debts. They withdraw from family and friends and become increasingly isolated.
A common belief at this stage is: “Once I’ve paid off my debts, I’ll stop playing.”

3. The Desperation Phase

Gambling becomes a full‑time activity and dominates daily life.Consequences may include:

• loss of relationships
• problems at work
• loss of social recognition

The transition from problematic to addictive gambling is gradual, and not everyone goes through all phases.

Signs of Problematic Gambling

Early warning signs can be noticed by you or by people around you.Typical indicators include:

• playing more often and with higher stakes
• gambling to make up for previous losses
• borrowing money to continue playing
• losing control (ignoring limits, playing longer than planned)
• continuing to play despite problems at home, with friends, or at work

At Casineo, we want you to enjoy a fun, varied and worry‑free gaming experience. Our social responsibility concept plays a key role in this.
It is based on legal requirements and our duty of care. Its purpose is to protect you from the possible negative consequences of gambling. We aim to find the right balance between freedom and responsibility.

Our staff are trained regularly to recognise early signs of problematic gambling.

Early Detection

Together with the specialist organisation Careplay and the Lucerne University of Applied Sciences, we have developed criteria to help identify players who may be at risk.
If your gaming behaviour meets one or more of these criteria, we may contact you to clarify the situation together.

Financial Checks

According to the Federal Act on Gambling (Art. 80 GamblA), we must ensure that your gaming behaviour does not indicate a reason for a mandatory exclusion.

For this purpose, we may ask you for:

• a questionnaire about your financial and personal situation
• proof of income
• proof of assets
• debt collection register extract
• bank statements
• tax documents

We check whether your gaming behaviour is in line with your financial situation. If we have concerns, we take appropriate measures to protect you.
We understand that these checks may feel intrusive, but your well‑being — and that of your loved ones — is very important to us.
Your data is safe with us. Details can be found in our Privacy Policy.

If you notice changes in someone’s behaviour or financial situation due to gambling, you can take action.
You can contact Casineo at any time by phone or in writing. We will discuss the situation with you and look for a suitable solution together.
We recommend contacting the casino where the person plays most frequently.
You can also find support options under the section Counselling.

If you’re worried about your own gambling — or someone else’s — there are many support services available.
These include counselling centres, websites, online chats and hotlines. They offer personalised support, whether you want to:

• talk about your gambling
• stay in control
• or stop gambling altogether

Asking for help can feel difficult, but all services listed below are free, confidential and non‑judgmental.

Local counseling centers

Addiction counseling AGS Brugg

Königsfelderstrasse 1, W10
5210 Windisch
phone: +41 (0)56 441 99 33
E Mail: brugg@suchtberatung-ags.ch
Website: www.suchtberatung-ags.ch

Baden District Counseling Center

Mellingerstrasse 30
5400 Baden
phone: +41 (0)56 200 55 77
E Mail: info@beratungszentrum-baden.ch
Website: www.bzbplus.ch

Addiction counseling in the Dietikon district

Züricherstrasse 126
8953 Dietikon
phone: +41 (0)44 741 56 56
E Mail: suchtberatung@sd-l.ch
Website: www.sucht-beratung.ch

Additional counseling centers: https://www.careplay.ch

Other counseling services:

BEGES, Bern

Eigerstrasse 80
3000 Bern
Phone: +41 (0)800 070 070
E Mail: info@beges.ch
Website: www.bernergesundheit.ch

Disturbi Comportamentali GAT-P, Bellinzona

Via San Gottardo 2
6500 Bellinzona
phone: +41 (0)800 040 080
E Mail: disturbicomportamentali@ingrado.ch
Website: Information about Disturbi Comportamentali GAT-P can be found here.

Centre hospitalier universitaire vaudois

Rue du Bugnon 46
1005 Lausanne
phone: 021 314 11 11
Website: www.chuv.ch/fr/

Online Counselling Services

• Careplay www.careplay.ch
• Safezone www.safezone.ch
• RADIX: www.radix.ch
• Safer Gambling www.safer-gambling.ch
• Win Back Control www.winbackcontrol.ch
• Suchtprävention Aargau https://www.suchtpraevention-aargau.ch/gluecksspiel/

Counselling Services by phone

• SOS Spielsucht: www.sos-spielsucht.ch phone: 0800 040 080 (Free, anonymous, multilingual)
• Die Dargebotene Hand (the Helping Hand): phone: 143 www.143.ch (Anonymous support, 24/7)

Debt Counselling

Debt counseling Switzerland: schulden.ch

If you feel your gambling has increased and you want to regain control, Casineo offers several tools in your player account to help you regulate your behaviour. Take time to think honestly about your limits. If you need support, we’re here to help.

Setting Limits

You can set one or more limits to control how much you can lose or deposit within a chosen period.

• Lowering or adding a limit takes effect immediately.
• Increasing or removing a limit takes effect after 24 hours.

A net loss limit is mandatory and cannot be removed.

Net Loss Limit

This limit defines how much you can lose within a selected period.
Example: Monthly loss limit: CHF 300
You have lost CHF 200 and won CHF 100 → your current loss is CHF 100.

Deposit Limit

This limit defines how much you can deposit within a selected period.
Example: Weekly deposit limit: CHF 50
You have deposited CHF 30 → you can still deposit CHF 20 this week.

Time-Outs Limit

Taking regular breaks helps you stay in control of your gaming behavior and budget.
In your player profile under “Responsible Gaming,” you can set a break from gaming yourself – from 15 minutes to 6 months. You can also choose whether the break should apply to all games on Casineo or only to certain categories.

Game-History

In your player account, you can view:

• deposits
• withdrawals
• stakes
• wins
• losses
• net results

for any period you choose.

A gaming exclusion applies throughout Switzerland and Liechtenstein to:

• all licensed casino games (on‑site and online)
• lotteries
• sports betting
• skill‑based games
• certain large‑scale games

Legal basis: Federal Act on Gambling (Art. 80–82) and Gambling Ordinance (Art. 84–85).

Voluntary Exclusion

If you feel you’re losing control, spending too much, or simply want a longer break, a voluntary exclusion can help protect you.
You can request it:

1. In your player profile
   Under “My gaming limits,” you can set up a voluntary gaming exclusion. Important: This feature is only available if your profile has already been verified with official identification.
2. By form
   Send us the completed form together with a copy of a valid ID (passport, ID card, Swiss residence permit, or driver's license) to: compliance@casineo.ch or by post with the note "Casineo" to:
   Casineo
   Haselstrasse 2
   5400 Baden
3. Via customer service
   Our team will be happy to assist you personally.

Mandatory Exclusion

We must impose an exclusion if we know or suspect that a player:

• is over‑indebted
• cannot meet financial obligations
• risks stakes that don’t match their income or assets
• is gambling‑addicted

A gambling exclusion will also be imposed if we are unable to carry out the necessary clarification in accordance with the social concept because documents are missing. You can find more information on this in the Prevention section.

Exclusions Abroad

Exclusions abroad must be requested directly from the respective providers.
You can find more information here: careplay.ch
You can also block gambling websites using:
K9 Web Protection
Gamban

Lifting an Exclusion

• A voluntary gambling exclusion can be lifted after 3 months at the earliest.
• An imposed gambling exclusion can only be lifted once the reason for the exclusion no longer exists.

The request must always be submitted to the casino or lottery company that imposed the exclusion.
To do so, send us the relevant lifting form. A cantonally recognized specialist agency is always involved in the process.
Further information can be found in the official information sheet on gambling exclusions.

Your enjoyment is our priority. At Casineo, we want you to have a safe, fun and relaxed gaming experience. At the same time, we take responsibility because we know gambling can involve risks.

We follow a fair, transparent and effective player protection approach. Our goal is to support you early when needed — respectfully, discreetly and in personal dialogue.
The Swiss Casinos Player Protection Code forms the basis of our actions.

Full code: www.playerprotection.ch

If you have questions about our social responsibility concept, your gaming behaviour or if you want help regulating your activity on Casineo, we’re here for you.

Isabel Olivos is responsible for our social concept. You can reach her and her team at:
compliance@casineo.ch or request a callback directly in your customer profile.
In urgent situations, we recommend that you contact the "Helping Hand" (Dargebotene Hand). It is anonymous, free of charge, and available around the clock at: Telephone 143