I have a problem with gambling, how can I get help?
Addiction to gambling causes several difficulties that can affect the social, professional, psychological and financial spheres of anyone. Player protection is a priority for PASINO.ch, and our Responsible Gambling team can be contacted at any time to help you, by email at [email protected] or via Live Chat.
We also recommend several trusted associations, independent of PASINO.ch, which will accompany you and allow you to freely discuss your difficulties:
How can I set my gaming limits at PASINO.ch?
You can set the gaming limits provided by PASINO.ch, by clicking your “User Icon” in the upper right corner and choose “Responsible Gaming”. As a reminder, the monthly net loss limit is mandatory, while the connection and daily playing time limits are optional for our players.
How can I take a break of gambling?
Click your “User Icon” in the upper right corner and choose “Responsible Gaming”. In the cool-off section, you can block access to a category of games or even all games offered on PASINO.ch, between 24 hours and 6 months. Once in effect, the cool-off phase will expire at the end of the specified period. However, you can submit a request to our team via Live Chat or [email protected] to shorten your cool-off time.
When do my limits and cool-off breaks reset?
The monthly net loss limit resets every 25th day of the month at 02:00 a.m.The daily connection limit and the daily playing time limit reset every day at 02:00 a.m.If one of your game limits is reached, your access to PASINO.ch is blocked until the limit resets. The cool off phase ends when the specified time limit expires. However, you can submit a request to our team via Live Chat or [email protected] to shorten your cool-off phase.
When will my new limit come into effect?
For all requests to:
- Decrease your playing limits: immediately.
- Increasing your playing limits: at least 24 working hours.
How is my monthly net loss limit calculated when I accumulate winnings?
If your monthly net loss limit is not reached before the 25th day of the month, and if the net result of the gaming activity is positive, the monthly net loss limit of the following period is adjusted accordingly.
For example, if the monthly net loss limit is set at CHF 200 and you close a period with a net result of gaming activity of + CHF 50, your monthly net loss limit for the following period will only be started after you have lost these CHF 50.
How do I voluntarily exclude myself from playing?
To voluntarily exclude yourself from playing, go to your Responsible Gaming section by clicking on your “User Icon” at the top left. Then enter the words "SELF EXCLUSION" in the designated field at the bottom of the page. You can also contact our team via Live Chat or by email at [email protected] Alternatively, you can go to a land-based casino to initiate your self-exclusion. The voluntary self-exclusion is applicable to all land-based and online casinos in Switzerland.
Can I cancel my exclusion from gambling?
Yes, a voluntary exclusion from gambling can be deactivated at your request if the reasons for the exclusion no longer exist. Any request to cancel an exclusion must be made to [email protected] regarding the following procedure:
- For voluntary exclusions, wait until the end of the minimum period of 3 months from the date of the voluntary exclusion application;
- Arrange an interview with our agent for Responsible Gaming;
- Provide us with your last 3 pay slips, your last 3 bank statements and a certificate of debt collection register less than 3 months old;
- Following this interview, a meeting will be arranged with an expert from the Phénix Foundation.