Help / Faq

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To open a jackpots.ch player account, you must meet the following conditions:– be an adult (over 18 years of age);– live or have habitual residence in Switzerland;– are not subject to a gambling suspension in accordance with Art. 80 of the Federal Act on Gambling (Gambling Act);– are not subject to a gambling ban (Art. 52 of the Gambling Act), a restriction on participation in games (Art. 53 of the Gambling Act) or an exclusion from gambling pursuant to Art. 42 of the Gambling Ordinance.

On July 5  2019, Grand Casino Baden was the first Swiss casino to receive a license (no. 516-003-01) from the Federal Council to operate the jackpots.ch online-casino.

Grand Casino Baden opened in 2002 and is one of the best casinos in Switzerland. Our management system is ISO 9001 certified. The information security management system is ISO/IEC 27001 certified.

In order for a game to be offered on jackpots.ch, it must first be reviewed and approved by the Swiss Federal Gaming Board (ESBK).This confirms compliance with certain technical requirements under Swiss law. In addition, all games are regularly checked by independent certification bodies.

Our platform can also be accessed from abroad, but not all games can be accessed. This is due to the regulations of the country in which you are currently located.

As a licensed Swiss casino, Grand Casino Baden is subject to strict legal regulations.The casino must therefore have sufficient equity and liquidity reserves to guarantee customer credit and potential large winnings from the individual games on offer.

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

Player accounts are limited to one per person. It is not allowed to open more than one account per person.

Your player account is individualized and personal and may not be used by third parties. In addition, it is prohibited to sell, transfer or make your account available to others, or to purchase and/or use accounts belonging to others.

Changing your contact details is only possible through customer support. Please contact us directly via chat so that we can update your contact information.

You can activate and deactivate your communication channels 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 «Forgot password» function. If this doesn’t help, please contact us via chat.

You can easily reset your password using the «Forgot password» function. Please also check your spam/junk mail folder if you can’t find it in your inbox.

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

You can close your account with us, and it can later be reopened at any time at your request. However, it is not possible to delete your data. We are obliged by law and the SFGB supervisory authority to retain the data from your player account (personal details, game sessions, transactions, etc.) for 10 years. The data will be stored in the relevant department in compliance with the applicable data protection regulations and is not passed on or used in any form.

Yes, you can easily re-open your account. It’s easiest to do so by contacting us via chat.

If you don’t use your account for an extended period of time, it will be closed automatically after two years of inactivity. jackpots.ch will then transfer the remaining balance (without any bonus credit) to a payment account entered in the player account. If this is not possible due to missing or invalid account details and jackpots.ch is unable to contact you, jackpots.ch is obliged to transfer the remaining balance to the AHV compensation fund after a further 24 months (Art. 51 of the Gambling Ordinance). All claims against jackpots.ch are therefore forfeited in full.

If you are unsure whether you already have a jackpots.ch player account, feel free to contact our customer service.

You can cancel your account at any time as long as we have a copy of your valid legal ID and your current address is verified in the system. An account suspension can only be triggered by a gambling suspension. The gambling suspension applies throughout Switzerland to all licensed casino games in casinos and on the internet, as well as to online lotteries, sports betting, games of skill and to major games specified by the intercantonal authority (Art. 80 of the Gambling Act).

Under your game history, you can always access your previous deposits, payouts, bets, winnings, losses and the net result for a freely definable period. This allows you to keep a transparent overview of your activities so far.

Once you have registered, a provisional player account will be opened for you. To open the account, you must submit a copy of a valid official ID within 30 days and, if the residence or residential address could not be verified by customer service, a corresponding address confirmation (copy of a cell phone, insurance, internet bill or bank statement). You can submit the documents via the upload function in your customer account.

Once you have registered, you will need to verify your account within 30 days. To do so, we require a copy of a valid official ID and, if the residence or residential address could not be verified by customer service, submission of a corresponding address confirmation (copy of a cell phone, insurance, internet bill or bank statement). You can submit the documents via the upload function in your customer account.

In order to verify your account, we need the following documents from you:– Copy of a valid official ID– Confirmation of address (copy of a mobile phone, insurance, internet bill or bank statement)

You can upload the documents to your player account with us. The data will then be verified by us within 24 hours.

Yes, your documents are safe with us. Your data is stored in accordance with the highest security standards on our servers and on our platform’s servers. We are 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.

You can click on «Deposit» in your player account. You will then see the deposit screen that you can use to make your deposit.

The following payment methods are accepted at jackpots.ch and are credited immediately to your player account:– Aplauz- ApplePay– Credit card (Master card and Visa card) – Paysafecard– PostFinance/Postcard– TWINTIf you do not want to use any of these payment methods, you can also send us the money via bank transfer.

You can make a deposit into our bank account. This will then be credited to your player account within three working days:

IBAN: CH 2100 2322 3250 2507 04M
Made out to: Grand Casino Baden AG, Haselstrasse 2, 5400 Baden

Don’t forget to write down your account name so we can record your deposit correctly.

If your deposit is not credited to your player account even though it has been successfully debited, please contact us via chat.

jackpots.ch does not charge any fees for deposits or withdrawals.However, you may be charged by your payment service provider. For more information, please contact your payment provider directly.

The minimum amount for a deposit is CHF 1 for most deposit methods, with the exception of Paysafecard, for which the minimum amount is CHF 10.

Your deposits are credited directly to your player account in real time. For bank transfers, it takes three working days for it to be credited to your player account.

Select «Payout» in your player account. Enter your IBAN number, the name of the account and the desired amount. You can usually find the IBAN number on the front of your bank or postcard.

As a rule, we process and execute withdrawals within one working day. It may take a few working days for the payment to reach you, as the processing times vary from one bank to another. Please note that we cannot make any payouts over the weekend.

jackpots.ch does not charge any fees for deposits or withdrawals. However, you may be charged by your payment service provider. For more information, please contact your payment provider directly.

You can make your payout to a Swiss bank or post office account. According to Art. 50 of the Gambling Ordinance, withdrawals may only be transferred to a payment account held in your name.

No. According to Art. 50 of the Gambling Ordinance, withdrawals may only be transferred to a payment account held in your name. jackpots.ch may request identification documents or other information during a payout process.

You can pay out your real money at any time. However, if you have bonus credit, you must cancel it beforehand or meet the wagering conditions for the bonus in question. Upon cancellation of the bonus, the entitlement to the bonus credit is forfeited.

No, at jackpots.ch there is no minimum payout amount.

No, payments may only be made to a Swiss bank or PostFinance private account.

No. According to Art. 50 of the Gambling Ordinance, withdrawals may only be transferred to a payment account held in your name. On Revolut cards, the beneficiary is shown as «Revolut Ltd.» rather than your name. For this reason, it is not possible to make withdrawals to a Revolut card.

If we already have a copy of your valid official ID and your address has already been verified in the system, we will only require additional documents (bank account statement, etc.) from you within 24 hours after making a deposit or withdrawal of at least CHF 4'000. These documents shall be used to establish the beneficial owner.

The use of joint accounts is permitted as long as your partner is not subject to a gambling suspension within Switzerland.

The beneficial ownership serves to identify the natural person whose property (income and/or assets) is used for the transactions on jackpots.ch. Once a deposit or withdrawal of at least CHF 4'000.- has been made within 24 hours, we are obliged to determine whether the payment is justified.

On the basis of the Swiss Gambling Act (Art. 80 of the Gambling Act), we are obliged to clarify and, if necessary, impose gambling suspensions if there is a risk that a person is insolvent or unable to meet their financial obligations, or that they risk stakes that are disproportionate to their income and assets.

Without disclosing the required documents (including financial data), we will not be able to review your case and are obliged to impose a Switzerland-wide gambling suspension in light of our due diligence obligations.

In the case of a beneficial ownership clarification, the account remains blocked and no payments are made until we receive the required financial documents.

Winnings on jackpots.ch are tax-free up to CHF 1 million.

A bonus is free game credit that is made available free of charge for promotions. Bonuses are always linked to wagering conditions and can only be converted into real money and thus paid out once these conditions have been met.

Freespins are free rounds that you can use for one or more games. These are made available as part of jackpots.ch promotions.

You can use the bonus credit at jackpots.ch for all games except our jackpots games. The real money balance is always used first when playing. The bonus credit is converted into real money as soon as the wagering requirement for the original bonus amount has been met. Unless otherwise stated, the playthrough requirement is 30 times for slot machines and 300 times for table games. Unless otherwise stated, the time available to reach the playthrough requirement is one month.

As soon as a bonus is available on jackpots.ch, you will be notified via a pop-up message. You can then accept or reject the bonus accordingly.

The bonus balance will be converted into real money once the wagering requirement for the original bonus amount has been met. Unless otherwise stated, the playthrough requirement is 30 times for slots and 300 times for table games. Please note that bonus money cannot be used in our jackpots games and that any winnings above the real money balance at the beginning of the gaming session will count towards bonus money if a bonus is available.

The time you have to convert your bonus into real money varies depending on the type of bonus. The time ranges from one day to one month. Unless otherwise stated, this is one month. As soon as the bonus expires, all bonus credit earned for that bonus will be deleted.

No, your bonus does not have to be backed by real money. As soon as there is no real money left in the account, the bonus credit can be used to play and meet the wagering requirements. So it is not necessary to cover the bonus with real money to be able to convert it.

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

A bonus is not real money, so you can’t withdraw your bonus. As soon as you have met the wagering requirements for the bonus in question, it will be converted into a real money credit. You can then have it paid out accordingly.

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

you can find all current bonus promotions under «Promotions». We also recommend activating SMS and email communication channels to keep up-to-date with the latest bonus promotions.

You can redeem an existing bonus code in your player account.

The welcome bonus is a one-time bonus valid for the first deposit on jackpots.ch. The bonus amount credited corresponds to the amount of the first deposit up to a maximum of CHF 1'000. If you make a first deposit of at least CHF 100.-, you will additionally receive 200 freespins.

Your second, third and fourth deposits will be increased at different rates. You can find more information about this on our «Casino Bonus» page.

Setting a limit is a legal requirement in Switzerland, so the jackpots.ch loss limit is mandatory for every player. Enter the maximum value you are willing to lose per day, week or month to ensure you continue to have fun playing.

Example: If you have set your limit to CHF 100.- per day and have CHF 200.- real money in your player account, you can play until you have CHF 100.- left in your account.

You can set a bet limit that is completely independent of wins or losses. Each time you place a bet, the bet is deducted from your limit.

Example: With a limit of CHF 100.- per day, you can play a maximum of 50 times with a bet of CHF 2.

You can set a limit for how much money you want to deposit to jackpots.ch in a defined period.

To change a limit, you can make these adjustments in your account under «Responsible gambling». If you lower a limit or add a new limit, the change will take place immediately. If you increase or remove a limit, the change will only take effect after 24 hours. These changes can only be made by you and cannot be expedited.

The loss limit is a net loss limit.

Example: If you have set your limit to CHF 100.- per day and have CHF 200.- real money in your player account, you can play until you have CHF 100.- left in your account. The winnings you make in the meantime are not taken into account in the loss limit.

In the example above, your account balance may now amount to several hundred francs, but the limit only takes effect once you have reduced your money to CHF 100.

A limit serves as a tool for regulating your gambling behavior. It allows you to play more responsibly and focus on other areas of life.

A gambling addiction occurs when the person affected can no longer control their gambling behavior. Gambling becomes an all-dominant drive, the center of life. Your thoughts revolve around gambling: the focus is on the next opportunity to play, the next possible (big) win, raising money for the next game, concealing the losses suffered, etc.

You can find more information on this topic in your gaming account under «Responsible gambling».

As a rule, there are early signs that may be signs of a future gambling addiction. Our self-assessment test is a tool that enables you to recognize any warning signs yourself.

The addiction counseling service ags, offers you the opportunity to receive free expert advice. We also work with the helpline Dargebotenen Hand (tel. 143) and Careplay (more about this under «Responsible gambling»). They will be happy to answer any questions you may have.

We will be happy to answer any questions you may have about our social policies. You can reach our team at [email protected].

Use the tools (limits, game breaks, reviewing your game history and callbacks), never chase after your losses and never lose your social contacts. It’s important to jackpots.ch that you’re OK and that you don’t have any problems gambling.

Yes, you can take a gambling break in your player account at any time. You can define a period between 15 minutes and six months for the gambling break and choose whether this applies to all offers on jackpots.ch or only to certain game categories (e.g. slots). During this time, you will not be able to place any more bets in the selected game categories. A gambling break allows you to focus more on other and more important areas of life.

No, a gambling suspension applies throughout Switzerland to all types of casinos (physical and online), online lotteries, sports betting and games of skill, and to major games determined by the intercantonal authority (Art. 80 of the Gambling Act).

You can trigger a gambling suspension in your player account under the category «Responsible gambling». You can also send us your request via chat, email to [email protected] or post.

You are welcome to request a voluntary gambling suspension. In addition, please describe your concerns via an email to [email protected] or [email protected] and/or request a callback via your player account. Our trained staff will then contact you by phone to discuss the next steps.

In urgent cases, please contact the Dargebotenen Hand, available 24/7.

The gambling suspension applies throughout Switzerland to all licensed casino games in casinos and on the internet, as well as to online lotteries, sports betting, games of skill and to major games specified by the intercantonal authority (Art. 80 of the Gambling Act).

No, a gambling suspension is valid indefinitely. However, it may be lifted after a successful investigation by Grand Casino Baden AG and a discussion with the addiction counseling agency ags.

You can find the application form on the page «safe gaming» under point seven («Gambling suspensions»).

No, the demo mode is completely free and is designed to help you get to know the game better.

You can see your complete gaming history in your account under «My History».

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

Live-casino games are usually table games such as Poker, Roulette or Blackjack, which are streamed live from a studio. The games are broadcast in real time.

Yes, the live games are broadcast in real time.

Normally, the following will suffice:– Check your internet connection– Update your browser– Accept pop-ups and cookies– Clear your cache and cookies in your browserIf this doesn’t help, please contact our customer service via chat.

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

In order for a game to be offered on jackpots.ch, it must first be reviewed and approved by the Swiss Federal Gaming Board (SFGB). This confirms compliance with certain technical requirements under Swiss law. In addition, all games are regularly checked by independent certification bodies.

If a connection is lost during an active game deliberately or unintentionally, the current round is still played on the server. The game provider records the exact time of the interruption. If the result of the current game has already been determined, your winnings or losses will be counted accordingly. In live games, the game continues and your winnings or losses are counted if your bet was accepted prior to the disconnection.

If you are unsure, please feel free to contact our customer service via chat at any time. 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 so that we can process it quickly and effectively. This information allows us to determine the reason for the interruption of the game and the outcome of the game and, if appropriate, award compensation under the appropriate conditions.

The payout ratio indicates the percentage of the bet going back to the player over the long term. The higher the value, the higher the chances of winning. The payout percentage is often referred to as the 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%. Of course, this payout ratio does not necessarily reflect your personal win – it is calculated for all players on this slot.

For example, the slot pays 75% of winnings to one player and 93% to the other. If the next player wins a large amount, they could win, for example, an RTP of 163%. However, your bet amount does not affect your chances of winning.

You can find detailed information on the theoretical payout rate for each slot machine in the help or info section of the respective game, which covers the percentage of bets paid back to the player in the form of winnings over the long term.

The average real payout percentage of our slots is 96.02%. You can find more information on this topic on our RTP page.

In most cases, table games have a higher RTP than slots. So if you’re not lucky enough to play slots, try one of our table games such as Blackjack, Roulette or Baccarat.

Volatility is often stated for games. It indicates whether the winnings in the games often occur in smaller amounts or rather infrequently in larger amounts.

A low volatility pays out lower profits, but they are more frequent. A high volatility pays out less often, but the profits are correspondingly higher.