Permanent self-exclusion
The voluntary exclusion can be made by the player in the following ways:
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By logging into his/her gaming account in the "Responsible Gaming" section. This option is only possible if the player profile has already been verified using an ID and proof of address. To access the dedicated page, click here
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By sending the completed application form (click here) along with a copy of a valid ID (passport, ID card, Swiss residence permit or Swiss driver's license) and a proof of residence in Switzerland to verantwortungsvollesspielen@swiss4win.ch or by mail to: Casinò Lugano SA, Via Chiarina Stauffacher-Vedani 1, 6900 Lugano
Once the request has been made, the user will receive an e-mail confirmation of self-exclusion and how to recover his/her balance, if any.
Forced permanent exclusion
A gambling exclusion may be imposed by the casino, according to Art. 80 para. 1-2 LGD, if there is a suspicion, even an alleged suspicion, that a guest:
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is over-indebted or is no longer meeting his or her financial obligations;
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puts in stakes disproportionate to his or her income and assets.
In addition, a gambling exclusion may be imposed by the casino following the explicit request of a specialized service or an authority in charge of social services and in cases where an assessment cannot be carried out due to the lack of submission of documents.
The issued gambling exclusion is valid throughout Switzerland and the Principality of Liechtenstein for all games offered by gambling houses with a concession for land-based and online casinos, as well as other online game offers such as lotteries, sports wagering, online ability games and other international-range money games selected by the inter-canton authorities (Art. 80 of the Swiss Gambling Act). Game exclusions are also applied to the participation in the online Swiss Lotto and other game offers by Swisslos and La Loterie Romande.
Lifting of exclusions from the game
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:
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a voluntary exclusion from gambling may be requested once the minimum period of time stipulated from the time of exclusion (3 months) has elapsed
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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.
