FAQ | Frequently Asked Questions

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Frequently Asked Questions (FAQ)

Open an account

Account verification

Deposits

Withdrawals

Promotions and Bonuses

Responsible Gaming

Regulations

Software and Connectivity

Open an Account

What are the conditions to open an account?

To open a game account, you have to:

be of legal age (over 18);
have a domicile or habitual residence in Switzerland;
not be subject to an exclusion from the game pursuant to art. 80 LGD;
not be subject to the gambling ban (art. 52 LGD), the limitation on participation in games (art. 53 LGD) or exclusion from gambling pursuant to art. 42 OGD.

Once the game account has been created, you will need to send us within 30 days the documents necessary for its validation (copy of the identity document and proof of residence).

What information do I have to provide to open an account?

To register on Swiss4Win and therefore to open a game account, you must provide:

Name, Last Name;
Date of birth;
Nationality;
Gender;
Primary residential or domicile address in Switzerland;
Valid personal e-mail address;
Valid personal mobile number.

Can I open more than one account?

The opening of a game account is limited to one game account per person. The game account is personal and you are prohibited from allowing third parties to use it. Furthermore, it is forbidden to sell, transfer or make your game account usable to other people, or to acquire or use accounts belonging to other people.

My username and/or password are not accepted

The username must be between 5 and 32 characters long. You may only use upper and lowercase letters as well as numbers and the following special characters (-.@_) and a single space.

The password must be between 8 and 20 characters long and must include at least one of the following special characters (-.@_!$%&?+#/,*), an uppercase letter and a number. Spaces and umlauts are not allowed. You may not use your first name, last name, username or e-mail address in your password.

There can’t be more identical usernames. In this case, we invite you to choose another username.

Is it legal to play at Swiss4Win.ch online casino in Switzerland?

Swiss4Win is an operator authorized to operate in Switzerland, regulated by the Federal Law on cash games which came into force on January 1st, 2019. The Federal Council has granted an extension of the concession to Casinò Lugano, thus allowing the management of the Swiss4Win.ch gaming platform.

How can I close my game account?

You can request the closure of your game account at any time by writing an e-mail to customerservice@swiss4win.ch. In order to close the game account, you’ll need to provide a copy of a valid identity document and the details of a payment method in your name to transfer the remaining balance. Swiss4Win reserves the right to request further documentation to verify the validity of the personal and financial data provided.

I signed up, but I can’t login

Have you activated your game account? To activate it you must confirm your e-mail address, we sent an activation link to the e-mail you provided. As soon as you click on it, your provisional game account will be activated.

If you don’t receive the e-mail right away, please check in the spam or junk folders and allow to receive e-mail by noreply@swiss4win.ch.

If you didn’t receive any e-mail, do not hesitate to contact our Customer Service at customerservice@swiss4win.ch for assistance.

If the problem isn’t the account activation, you will usually be informed about why your login was unsuccessful. If this isn’t the case, please contact our customer service at customerservice@swiss4win.ch.

How can I change my personal data and my e-mail?

After registering, you will be able to independently modify only the primary address of residence or domicile, which for the purposes of using the user account must be in Switzerland, and the telephone number. Swiss4Win will verify the residence or domicile address both at the time of registration and following any changes. To modify all the other data provided in the registration process, you must send a request to our customer service at customerservice@swiss4win.ch.

Make sure that your profile always displays up to date data.

What do I do if I forgot my password?

Click on the button “Forgot password?” under the login fields and follow the instructions. We will send you an e-mail right away with a link to reset your password.

What do I do if I forgot my username?

Send us an e-mail with a copy of your official identity document (identity card, passport or driver’s license) to customerservice@swiss4win.ch. We will personally send you your access data by e-mail.

Account Verification

Why is verification of the Game Account necessary?

Verification of the Game Account is mandatory for all official online casinos in Switzerland. Verification of identity and residential address is required within 30 days after completion of the registration process, in accordance with Article 52 OGD. In addition, verification is required in order to deposit more than CHF 1'000 into one's account in total and to withdraw any winnings by withdrawal.

Failure to verify within the 30-day period will result in the deactivation of the Game Account. It is always possible to unlock it later through document verification.

How does the verification of the Game Account work?

"ID Verification" and "Address Verification" are required to verify the Game Account.

You can submit your documents for Game Account Verification directly from your MySwiss4Win profile:

Take a clear photo of the required documents, front and back, using your smartphone. Alternatively, you can send a PDF scan; in this case, ensure the scan is in color, with all edges visible, and includes all parts of the document.
Log in to your MySwiss4win.ch profile.
Upload the documents to the "Account Verification" section
Wait for the documents to be verified (about 1-2 days)
Your Game Account is verified

If you have difficulty uploading them following this procedure, you can contact Customer Service via chat or email at customerservice@swiss4win.ch.

Swiss4Win will proceed with the verification of the final game account only if the checks of the ID and residence or home address show no doubts about their validity and truthfulness and if there are no other grounds for dispute.

What documents are required for verification of the Game Account?

"ID verification" and "Address verification" are required to verify the game account.

Identity document verification

Within 30 days of registration, you must upload a copy of an official and valid ID or a copy of your Lugano Class Card to the "Account Verification" section. The following documents are considered official ID, provided they contain a photo of the holder and are written in Latin characters:

Passport;
ID card;
Driver's license;
Swiss residence permit (B, C, Ci and L), provided that the accuracy of the data has been subject to a thorough official check.

Foreign passports and identity cards that, according to the instructions of the State Secretariat for Migration, allow entry into Switzerland, as well as Swiss passports and identity cards that have expired no more than five years ago, are considered valid.

Address verification

In addition, in the event that Swiss4Win was not able to automatically verify your residential address via SWISSPOST, "Address Verification" is also required in order for us to validate your game account, so that Swiss4win can ascertain that your primary residence address is in Switzerland. So, you can go ahead and upload a document in your name that shows your address in the same section, for example:

Phone or internet bill
Bank statement
Health insurance bill
Electricity, gas, water bill
Swiss residence permit (B, C, Ci and L)
Certificate of residence from the Population Control Office.

Documents should not be older than 3 months. or be expired. For utility bills, the date of issuance applies.

What other verifications may be needed?

Swiss4Win may request additional documents or proofs to perform "Additional Verifications" in the following cases:

The residential address could not be verified
A payment method needs to be verified
Other verifications

Deposits

How can I make a deposit?

Click on the “Deposit” section of your game account, choose the payment method you prefer and make your deposit. Once done, the amount will instantly appear in your balance. An automatic message will confirm the success of your transaction.

Please note that for some payment methods, additional verifications and related documentation submissions may be required. You will be able to upload the needed documents in the "Account Verification - Additional Verifications" section.

Details on deposits and deposit methods

Swiss4Win accepts the following deposit methods:

Deposit method	Fees	Processing times	Minimum deposit amount per transaction	Maximum deposit amount per transaction
Cards (VISA and Mastercard)	None	Instant	10.00 CHF	3'000.00 CHF
Wire transfer	None*	Within approximately 1-2 working days	10.00 CHF	10'000.00 CHF
Post Finance/ Post E-finance	None	Instant	10.00 CHF	Limits based on the player's card and in any case max. 3'000.00 CHF per single transaction
Twint	None	Instant	10.00 CHF	3'000.00 CHF
Skrill	None	Instant	10.00 CHF	3'000.00 CHF
Apple Pay (iOS Devices)	None	Instant	10.00 CHF	3'000.00 CHF
Paysafe Card	None	Instant	10.00 CHF	3'000.00 CHF

(*): In the case of an express wire transfer, the commissions provided by your bank will apply

What’s the minimum amount to deposit?

The game credit is shown in Swiss francs (CHF). The minimum deposit amount for the purchase of game credits is CHF 10.

Are there any fees to make a deposit?

No fees will be charged by Swiss4Win on deposits. However, you should contact your bank to get further information regarding any potential fee that might be applied according to the selected payment method.

My deposit failed, what went wrong?

Make sure that all the information you provided is correct and try again, refresh the page or try re-entering the transaction using another browser.

The cause of this situation is often related to your bank. We suggest you contact the customer service associated with your payment method.

However, if the problem can't be solved, please contact us by chat or e-mail at customerservice@swiss4win.ch.

My deposit has not been credited to the game account, what can I do?

Make sure that the funds have been deducted from your card or bank account balance, then contact our Customer Service by our chat or by e-mail at customerservice@swiss4win.ch.

Most likely, we will be able to identify and resolve the problem without the need to request any proof of deposit made. However, in some situations, it may be necessary to send us a copy of the transaction to carry out a detailed examination of the transaction.

When will my deposit be available on my game account balance?

Deposits are instant for most payment methods.

However, some methods may sometimes require a little attention depending on the country or supplier. Deposits by bank transfer will require a period of some working days to be processed.

Withdrawals

How can I make a withdrawal?

To make a withdrawal you just need to go on the “Withdraw” page of your game account.

You can withdraw the balance available on your game account at any time, with the exception of your free game credit (bonus balance), which will automatically be cancelled at the time of the withdrawal request.

However, we would like to remind you that those who have a provisional game account may only withdraw what they deposited net of any winnings, in accordance to Article 52 para 3 OGD.

Swiss4Win only allows you to make withdrawals exclusively to a payment account in your name.

Swiss4Win reserves the right to verify the identity of the user and the recipient of the payment account.

Please note that in order to make a withdrawal, your account must be verified. You will be asked for additional verifications related to the selected payment method. You can upload the needed documents in the "Account Verification - Additional Verifications" section, in the following way:

Credit Card: you will have to send a copy of the front of the card, darkening the 8 central digits on it; if it were necessary to send the back of the card, please remember to darken the 3 digits of the CVV2/CVC;
Bank transfer: you must send a copy of a bank statement in which the logo of the bank, your name, your last name, the date (not older than 3 months) and IBAN are visible.

What is instant withdrawal?

With the new Instant Payment feature, Swiss4Win lets you withdraw your money in just a few minutes.

Go to the "Withdraw" page and select the "Instant Payment" method.
Enter the desired amount and confirm by clicking "WITHDRAW". The service is available for amounts between CHF 50 and CHF 3'000, with fast credit guaranteed within this range.

Please note that additional checks will be carried out for higher amounts or in specific cases, as indicated in the T&Cs.

Details on withdrawals and withdrawal methods

Swiss4Win offers the following withdrawal methods:

Withdrawal method	Fees	Processing times*	Minimum withdrawal amount per transaction	Maximum withdrawal amount per transaction
Cards (VISA and Mastercard)	None	Within 2-4 working days	10.00 CHF	3'000.00 CHF
Wire transfer	Bank charges	Within approximately 1-2 working days	10.00 CHF	1'000'000 CHF

*Processing times are to be taken into consideration after the checks conducted by Swiss4Win

How do I cancel an already made withdrawal?

You can find the list of withdrawals that you made and that are awaiting approval at the top of the “Withdraw” section of your game account. Close to the withdrawal, you will find the “Cancel” button: click on it to cancel your withdrawal and credit that amount back in your game account's real balance.

Is there a minimum or maximum amount to withdraw?

Withdrawal limits depend on the payment method you choose and you can view them in the table above, in the "Details on withdrawals and withdrawal methods" section.

However, please note that a provisional game account user may only withdraw their deposited amount net of any winnings, in accordance with Art. 52 paragraph 3 OGD.
The CLSA Swiss4Win reserves the right to verify the identity of the user or the game account and the recipient of the payment (payment account holder).

Are there any fees applied to withdrawals?

Withdrawals made with some payment methods may be subject to fees applied by their bank. These fees are shown in the withdrawal section and will have to be confirmed by you in the payment method section.

Swiss4win reserves the right to charge an administration fee of 5 CHF - which will be deducted from the withdrawable balance - to all users with a provisional game account who ask to withdraw a previously deposited amount. This charge may also apply to all game accounts on which Swiss4Win requires closure with consequent liquidation of the withdrawable balance. We would like to remind you that those who have a provisional game account con only withdraw the deposited amount net of any winnings pursuant to Art. 52 para.3 OGD.

What do I do if a withdrawal doesn’t get credited to my personal payment bank account?

Your game account will always show the current status of your payment. If this doesn’t happen, you simply need to contact our customer service at customerservice@swiss4win.ch.

How long does it take for me to receive my withdrawal?

Credit times depend on the payment method chosen, and the withdrawal is usually paid out within five working days at most.

How can I change my banking account data?

To change your personal banking account data, contact our Customer Service with the needed information and our operators will immediately update it.

Promotions & Bonuses

What are bonuses and free spins and how do they work?

Bonuses are free game credits offered by Swiss4Win that are paid to the User's game account and become part of the available balance. The Free Spin consists of one free spin of the default value offered by Swiss4Win on selected slots or Live game tables. Bonuses and Free Spins can only be used for the purchase of rights to participate in the game and are never withdrawable or redeemable for cash.

Click here to read the terms and conditions of bonuses and free spins.

What validity do bonuses and free spins have?

You have 30 days to consume (play) the credited bonus. Once the first wager with the credited bonus is made, the bonus is considered activated. The 30 days always start from the moment of crediting (acceptance) and not of activation (which occurs at the time of the first wager).
Free Spins are valid for 7 days from the moment they were credited (following adhesion/acceptance of the respective promotion).

You have 7 days to claim a bonus that wasn’t credited.

Below, you find a table summarizing the items present in the "Bonuses - My Bonuses" section.

Welcome Free Spins	CHF 2.50
Bonus type	freespins
Completion type	To redeem by wagering
Acceptance date	2021-03-02 11:05
Wager type	Pre-wager
Current balance	CHF 0.00
Free Spins	10
Free Spins remaining
Removal reason	Redeemed by wagering
Terms and conditions	Click here to see the regulations

Welcome Free Spins: it represents the name of the bonus received. The value shown on the right indicates the value of the bets made with the Free Spins. Please note that the Free Spins consist of a free play in which the maximum number of paylines are played with the bet equal to the minimum bet. The minimum bet varies depending on the game. The value of the Free Spins for each game is therefore pre-set and cannot be changed. Free Spins can be used on the following games: Royal Respin Deluxe with a Free Spin value of CHF 0.09, Big Shots with a Free Spin value of CHF 0.20, Gaelick Luck with a Free Spin value of CHF 0.20, Halloween Fortune with a Free Spins value of CHF 0.20, Treasure of the Lamps with a Free Spins value of CHF 0.20, Anaconda Wild with a Free Spins value of CHF 0.25, and Great Blue with a Free Spins value of CHF 0.25.

Current Balance: it indicates the amount of winnings from Free Spins games. This field will reset to zero when you have played all of your available Free Spins; any winnings accrued will be credited to your Real Balance.

Free Spins: it indicates the number of Free Spins received.

Remaining Free Spins: it indicates the number of remaining Free Spins. This field will be empty when you have played all of your Free Spins.

How can I activate a bonus?

The procedures for joining / accepting promotions are available on the "Bonuses" page of the website.

Simply select the desired promotion and open its detail page; there, you will find all the necessary information on the type of bonus offered, how it works and how to join the promotion.

Alternatively, all the details about how to join / activate a promotion will be communicated to you by e-mail.

Where can I find information about promotions?

Information about promotions are constantly being updated in the “Bonuses” page of the website.

Why can’t I withdraw my bonus?

It’s not possible to withdraw a bonus because it is not real money but a free game credit offered by Swiss4Win. Bonus credits can’t be converted into real money and, therefore, they can’t be withdrawn until the bonus wagering requirements are met.

Why don’t all games contribute in the same way to meeting the bonus wagering requirements?

Every game has different wagering and winning options. For this reason, in the interest of fair gaming, games don’t all contribute in the same way to meeting the bonus wagering requirements.

Click here for more information about the games and their percentage of contribution to meeting the bonus wagering requirements.

Responsible Gaming

What is responsible gaming ?

Someone who plays for fun; someone who accepts losing the money wagered; someone who doesn't chase losses; someone who plays within their means.

Playing can be fun and exciting, it can increase sociability or simply be source of joy, but it can also become an addiction and cause negative consequences in the life of the person and his family.

Gambling houses must have a precise social measure plan to safeguard their players. They must provide information on how to prevent the risks linked to excessive gambling in addition to modalities of management and support.

For us, our customers’ well-being always comes first. We would never want the excitement of playing to induce a compulsive behavior. Therefore, our website provides all the information on “Responsible gaming” as well as the protection tools offered by the platform, including the possibility of “Self-Exclusion from gambling”.

Click here to learn more about gambling and the informed approach to its effects and dangers.

Is there a test I can take to verify if my gaming behavior is still considered normal?

The self-assessment test helps you to better understand your gaming behavior and therefore to verify whether you are a social gamer, at risk, or potentially dependent.

You can choose to take the test anonymously or you can choose to log in with the credentials of your game account to link the result of the survey with your profile. In any case, the test result will not appear in the private area of the gaming account.

Answer honestly to the 10 questions that will be provided to you and the test will provide useful guidance to help you evaluate your situation and, if needed, seek help from a professional. To take the test, click here.

What are the Prevention Methods that I have available?

Swiss4Win offers to you many tools to support you to play responsibly. Please click here for more information about the Prevention Methods.

1. COMPULSORY LIMIT
When registering on the site, it is mandatory to set the maximum weekly loss limit. It determines the amount that you can lose each week from your deposits. This limit can be adjusted later in the “Responsible Gaming – Limits” section.

2. HISTORY
You can access the "Account transactions" section of the game account at any time to view the history of your gaming activity, the details of all deposits, withdrawals, bets, wins and losses and the net result over a selected time period.

3. SELF-ASSESSMENT TEST
The self-assessment test is a 10-question test that allows you to classify your game behavior and thus check if you have a gambling addiction problem.

4. OPTIONAL LIMIT
The optional weekly and monthly deposit limits can be set to your liking and they allow you to always have under control the maximum amount you intend to deposit. These limits can be managed in the “Responsible Gaming – Limits” section.

5. GAME TIME-OUT
By accessing the "Responsible Gaming - Limitations" section, you can take a break from gaming by selecting a time interval ranging from a minimum of 1 hour to a maximum of 24 hours.

6. TEMPORARY GAME EXIT
By accessing the "Responsible Gaming - Limitations" section, you can choose to temporarily exclude yourself from one or more game categories at any time, for a period ranging from a minimum of 1 day to a maximum of 6 months.
The period of the temporary exit cannot be modified before its deadline. It can only be revoked by the Casino upon receiving a specific and justified request.

The request should be sent to the e-mail address verantwortungsvollesspielen@swiss4win.ch.
Before the temporary exit can be lifted, in accordance with the law on money games, it will be verified that there are no conditions leading to a permanent exclusion.

During the temporary exit period, players won’t be allowed to make new wagers or deposits on their game account, whereas they will be able to make any withdrawal.

7. PERMANENT SELF-EXCLUSION
A self-exclusion -also known as voluntary game exclusion- is a permanent measure to protect yourself from the risks associated with gambling. The exclusion is valid throughout the whole Swiss territory and the Principality of Liechtenstein, and it makes it impossible to participate in any type of game offered by gambling houses on land and online, as well as other online game offers such as lotteries, sports wagering, online ability games and large-scale games selected by the inter-canton authorities pursuant to Art. 80 para. 3 LGD.

What’s a compulsory loss limit and how does it work?

At the end of the initial registration, before starting to play, it is compulsory to set a weekly loss limit. This limit defines the amount that you can lose from your deposits (available game credits from bonuses/active promotions are not part of the calculation of the amount present on the game account). Once the limit is reached, it will no longer be possible to continue playing until the weekly deadline expires.

This limit can be changed later in the “Responsible Gaming – Limits” section.
Please note that any following change to said limit will be effective immediately in case of a limit reduction, and after 24 hours in case of a limit increase.

To check your current loss limit, click here.

What are the optional limits I can set?

It is also possible to set an optional weekly and/or monthly deposit limit, after which it will no longer be possible to make deposits to the game account until the selected time limit is reached. This limit allows you to always keep the amounts you wish to deposit under control.

I would like to take a time-out from the game. What can I do?

By accessing the "Responsible Gaming - Limitations" section, you can take a break from playing by selecting a time interval ranging from a minimum of 1 hour to a maximum of 24 hours.

At the end of the set interval, the time-out will automatically expire.

To set a time-out, click here.

Can I suspend my gaming activities by taking a longer time-out?

By accessing the "Responsible Gaming - Limitations" section, you can decide independently and at any time to set a temporary exit from one or more game categories for a period ranging from a minimum of 1 day to a maximum of 6 months.

The duration of the temporary exit period cannot be modified before its deadline. The temporary exit may be revoked by the casino under receiving a specific and justified request.
The request should be sent to the e-mail address verantwortungsvollesspielen@swiss4win.ch.
Before the temporary exit can be lifted, in accordance with the law on money games, it will be verified that there are no conditions leading to a permanent exclusion.

During the temporary exit period, players won’t be allowed to make new wagers or deposits on their game account, whereas they will be able to make any withdrawal.

To set a temporary exit, click here.

What is a game exclusion?

A gambling exclusion entails the exclusion from taking part in gambling valid throughout Switzerland and the territory of Liechtenstein, meaning that the excluded person cannot take part in any games offered by physical and online gambling houses, as well as other online gambling services, such as lotteries, sports betting, online games of skill and for major games specified by the inter-cantonal authority pursuant to Art. 80, para. 3 of the Gambling Act.

You can request a voluntary self-exclusion at any time. The revocation may be requested once at least 3 months have elapsed from the date of exclusion. Before granting the revocation, it will be verified that the conditions for an exclusion under the law on cash games (LGD) no longer apply.

We encourage you to consider voluntary exclusion if the self-assessment test indicates a condition of “pathological gambler” as well as for your protection if you feel that gambling is taking over your life.
To make a self-exclusion, click here.
To access the self-exclusion form, click here.

In addition to the voluntary exclusion there is the exclusion imposed from the game, issued by Swiss4Win in the event that it is found or presumed that you are insolvent, you are unable to meet your financial obligations, or you play with bets disproportionate to your income and/or your assets. The imposed exclusion will also be issued if a specialized service or an authority in charge of social services makes an explicit request. There is no time limit for the request for revocation of an imposed exclusion. Before granting the revocation, it will be verified that the conditions for an exclusion from gaming governed by the law on cash games (LGD) no longer apply.

Can I request a game exclusion?

You can request a voluntary permanent game exclusion at any time from your game account, in the "Responsible gaming" page, or by using the designated form, fill it out and send it to verantwortungsvollesspielen@swiss4win.ch.

Once the request has been made, you will receive by e-mail the confirmation of the self-exclusion and the instructions on how to recover your balance. In the case of a provisional gaming account, it will be possible to withdraw only any sums deposited net of winnings in accordance with the legal provisions (Art. 52 para. 3 OGD), after any verification of the identity of the User and the recipient of the payment account. by Swiss4Win.

The self-exclusion can be lifted by the casino if you make a specific and justified request. The revocation request may be submitted once at least 3 months have elapsed from the date of exclusion. Before lifting the game exclusion, it will be verified that the conditions for an exclusion, according to the law, are not met (LGD).

In what cases could I be forced to exclude from gambling?

The imposed gambling ban is issued by Swiss4Win if it is found or presumed that you are insolvent, are unable to meet your financial obligations, or play with bets that are disproportionate to your income and / or your goods. The imposed exclusion will also be issued if a specialized service or an authority in charge of social services makes an explicit request. There is no time limit for the request for revocation of an imposed exclusion. Before granting the revocation, it will be verified that the conditions for an exclusion from gaming governed by the law on cash games (LGD) are not met.

Furthermore, in accordance with the T&Cs of Swiss4Win, a gambling exclusion valid throughout Switzerland and the Principality of Liechtenstein may be applied against you if you are found to be disrupting games by deception or in any other way, pursuant to Section 42 OGD or a limitation of participation in the games of Casinò Lugano (land and online) if you violate our Terms and Conditions, in accordance with art. 53 LGD.

How can I ask for my game exclusion to be lifted?

A gambling exclusion is lifted upon request from the person in question if the reason for the exclusion no longer applies.

According to Art. 84 OGD para. 1-art. 81 LGD the lifting of:

a voluntary exclusion from gambling may be requested once the minimum period of time stipulated from the time of exclusion (3 months) has elapsed
a mandatory exclusion from gambling may be requested at any time, but not before the grounds on which it was issued have ceased to exist

To proceed with the request, please fill in the form and send it by e-mail to verantwortungsvollesspielen@swiss4win.ch.

May I talk to a trusted person?

Should you wish to report changes in a person's behavior or financial situation resulting from gaming, whether it is a family member, friend or acquaintance, the team in charge of our social conceptualization program is available:

by e-mail to verantwortungsvollesspielen@swiss4win.ch
by phone to +41 (0)79 725 88 97
to the address:
Casinò Lugano
Via Chiarina Stauffacher-Vedani 1
6901 Lugano

Person in charge of social concept: Gaia Carnelli
E-mail address: gaia.carnelli@casinolugano.ch

Telefono Amico (Anonymous phone counselling)
Visit the website www.143.ch or call 143
(At your disposal 24 hours a day, 365 days a year)

Ingrado Servizi per le dipendenze – Disturbi comportamentali GAT-P
Tel: 0800 040 080
disturbicomportamentali@ingrado.ch

Careplay
German - https://www.careplay.ch/de/spielsucht/
French - https://www.careplay.ch/fr/conseil/centres-de-soins/
Or write an email to info@careplay.ch

SOS-Spielsucht
https://www.sos-spielsucht.ch
Phone n.: 0800 040 080

SOS-Jeu
https://www.sos-jeu.ch/
Phone n.: 0800 801 381

Safezone
https://www.safezone.ch/
Phone n.: +41 (0)31 376 04 01

Moreover, the “Servizi per le dipendenze – Disturbi comportamentali GAT-P” and the Istituto di Ricerca sul Gioco d’Azzardo (INGRADO and IRGA) cooperate with cantonal and municipal institutions to coordinate the Social Concept measures by providing specialized consultations about gambling addiction.

What kind of player are you? Download the information flyer:

Regulations

Are my personal data and my payment information safe with you?

With regard to the collection and processing of personal data, Swiss4Win complies with the provisions of the Swiss national data protection legislation (LPD) and the EU General Data Protection Regulation (GDPR). It derogates within the limits permitted and/or imposed by the legislation on gambling and cash gaming houses to which Swiss4Win is subject.

Click here for more information about data processing.

The details of the Swiss4Win Terms and Conditions are available at the following link.

Why do I have to provide my financial information?

Swiss4Win processes data about your registration, identification and financial verification for anti-money laundering purposes (articles 3, 11 ORD-SFGB), in addition to the clarifications, communications and surveillance activities referred to in Articles 9, 12, 18 ORD-SFGB and the management of the relative documentation (art.21 ORD-SFGB).

It also processes your data to prevent ludopathy and excessive gambling, applying social measures plan (articles 76 - 82 LGD, articles 81 - 91 OGD).

Click here for more information.

What happens if an illicit activity is suspected?

Swiss4Win will block access to your game account if:

there is a suspect that the User is a minor subject to a gaming ban, and exclusion from the game or a limitation of participation in the games;
there is a suspect that the User is violating existing legislation. This is mainly, but not exclusively, the case if there is the suspicion or certainty that the User uses the game platform or the Website in an improper way, tries to influence the correct running of the game, for example using bots or other malware, otherwise taking advantage of a game error, influencing or colluding with other players and/or other Users with the aim of influencing the game in any other way;
if there is a suspicion that the User violates these T&C and other Website regulations;
during the clarification procedures that Swiss4Win undertakes in compliance with the legal obligations imposed by current legislation.

When deemed appropriate and/or imposed by current legislation, Swiss4Win will inform/file a complaint with the prosecution authorities and/or send a report to the Money Laundering Reporting Office.

Read the Terms and conditions of Swiss4Win for more information.

How can I recognize fraudulent e-mails (spoofing or phishing)?

Swiss4Win will never ask your password by e-mail: you only need this information to access our system. If you have any doubt on the authenticity of an e-mail, forward it to our Customer Service at customerservice@swiss4win.ch - our operators will verify it and they will tell you if it’s a legit e-mail sent by Swiss4Win.

How can I notify abuse cases?

If you suspect any personal data abuse or if you experience any suspect activity on your account or other irregularities, don’t hesitate to contact our customer service at customerservice@swiss4win.ch.

You can find your rights about your personal data in the Privacy Policy.

What are the conditions to open an account?

To open a game account, you have to:

be of legal age (over 18);
have a domicile or habitual residence in Switzerland;
not be subject to an exclusion from the game pursuant to art. 80 LGD;
not be subject to the gambling ban (art. 52 LGD), the limitation on participation in games (art. 53 LGD) or exclusion from gambling pursuant to art. 42 OGD.

Once the game account has been created, you will need to send us within 30 days the documents necessary for its validation (copy of the identity document and proof of residence).

What information do I have to provide to open an account?

To register on Swiss4Win and therefore to open a game account, you must provide:

Name, Last Name;
Date of birth;
Nationality;
Gender;
Primary residential or domicile address in Switzerland;
Valid personal e-mail address;
Valid personal mobile number.

Can I open more than one account?

Software & Connectivity

I can’t open the games; I have a problem with opening pop-ups. What do I do?

Check whether the pop-up blocker is enabled in your browser:

Firefox:
Options > Privacy & Security > Permissions > uncheck the box next to “Block pop-up windows” to disable the pop-up blocker altogether.

Microsoft Edge - min ver. 88:
Tools > Pop-up blocker > Click “Turn off pop-up blocker”.

Safari:
Shift+Command+K or Menu > Preferences > Websites > Pop-up windows > Select “Allow” next to “When visiting other websites”.

Chrome:
Settings > Advanced > Privacy & Security > Content settings > Pop-ups and redirects > uncheck the “Blocked” box

As an alternative:
Pay attention to the notification that appears when trying to open a pop-up window to configure an exception.

What do I do if the website is not accessible or if there are any problems with opening it?

Usually, cleaning the browser’s cache and refreshing the page will be enough, but if that isn’t the case, contact our customer service at customerservice@swiss4win.ch.

What software do I need to have to use Swiss4Win?

All games are in HTML5 format. You therefore simply need to have an updated browser.

What happens if internet disconnects while I’m playing?

In the event that, during a bet with the wager made, a disconnection occurs (voluntary or non-voluntary for reasons not attributable to Swiss4Win), unless otherwise specified in the rules o the respective game, the game session is frozen and stored in the system for the next 90 days, with the exception of Live games where the game result is achieved even in your absence and is recorded in the “Account transactions” section. When you connect again, the system will automatically allow you to reach the game environment and resume the interrupted game at the same point where the disconnection took place, provided that the reconnection takes place within the term of 90 days from the disconnection. In case you can’t reconnect within 90 days, the bet at the time of disconnection is considered lost, the session is closed, and the remaining stake is transferred to the game account.

If, on the other hand, the malfunction is caused by the central systems of Swiss4Win and/or the Website, the hit is cancelled, and the original bet is returned to you. This happens, for example, in the event of an irreversible malfunction of the hardware/software of www.swiss4win.ch.

For any malfunction, Swiss4Win's obligation to reimburse, if given, is limited to the amount present in the account and used in the game before the opening of the session in question and subject to a thorough technical check carried out by the online gaming control department.

For all games, especially Live games, Swiss4Win invites you to carefully read the rules of each game to understand its peculiarities.

What happens if a disconnection occurs while I’m making a withdrawal?

If a disconnection were to happen while you are making a withdrawal, the results can be two:

1) Your withdrawal was successful despite the disconnection, your real balance is reduced by the amount you have withdrawn and it will appear in the page “Pending withdrawals” of your account;
2) Your withdrawal didn’t go through and the real balance on your game account hasn’t changed.

For any doubt, our customer service is always at your disposal at customerservice@swiss4win.ch.

What happens if my game is blocked or interrupted?

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