Help / Faq

Which browsers are supported?

The following browsers are officially supported by our site:Google Chrome (from version 66.0) Mozilla Firefox (from version 66.0) Apple Safari (from version 12.0)

Try to keep your browser up to date. For optimal use, we recommend regularly clearing your browser cache and deleting cookies.

What are the prerequisites for playing on jackpots.ch?

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.

Is jackpots.ch a reputable and legal casino operator? Who operates this site?

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.

How do we ensure that the games we offer run correctly?

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.

Can I also play on jackpots.ch from abroad?

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.

Who guarantees my money and winnings?

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.

Where is my data stored? Who sees my data?

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.

Can I create more than one player account?

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

Can I use another person’s player account to play?

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.

How do I update my contact details?

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

How do I subscribe to or unsubscribe from the newsletter?

You can activate and deactivate your communication channels in your account under «Settings».

What should I do if I can no longer log in?

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.

I have forgotten my password, what can I do?

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.

What can I do if I do not receive a confirmation email after creating my account?

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.

How can I close my account permanently and have my data deleted?

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.

Can I reopen a closed account?

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

Can my account be closed due to inactivity? If so, what happens to my money?

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.

How can I find out if I already have a registered account at jackpots.ch?

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

What is the difference between account closure and account suspension?

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).

Where in my player profile can I find my deposits, withdrawals and losses?

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.

Do I need to verify my player account? How long do I have to verify my account?

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.

What does «Account verification required» mean?

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.

What documents do I need to verify my gaming 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)

How do I submit my documents for verification?

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

Are my documents safe with you?

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.

What happens if I do not submit the documents for verification?

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.

How do I make a deposit?

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

What payment methods can I use to make a 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) – Paysafe Card– PostFinance/Postcard– TWINTIf you do not want to use any of these payment methods, you can also send us the money via bank transfer.

Can I make a deposit 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.

My deposit has not been credited. What can I do?

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

Are fees charged at the time of payment?

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.

Is there a minimum deposit amount?

The minimum deposit amount is CHF 1.

How long will it take for my deposit to be credited to my player account?

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.

How can I withdraw my money?

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.

I’ve arranged a payout. How long does it take for the money to arrive?

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.

Will I be charged fees for the payout?

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.

What payment methods are available to me?

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.

Can I make withdrawals using a payment method in the name of a third party?

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.

Can I pay out my real money balance at any time?

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.

Is there a minimum withdrawal amount?

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

Can I withdraw my money to a credit card?

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

Can I withdraw my money to a Revolut card?

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.

What documents do I need to send to jackpots.ch in order to withdraw winnings?

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.

Can I enter the IBAN of the joint account for myself and my partner?

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

What is beneficial ownership and above what amount does it need to be clarified?

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.

Why should I disclose my financial data and what happens if I don’t submit it?

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.Due to legal and official requirements for casino management, we are obliged to implement social policies and, if necessary, impose gambling suspensions if there is a risk that a person is insolvent or unable to meet their financial obligations or risks 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 beneficial ownership, the account remains blocked and no payments are made until we receive the required financial documents.

Are the profits tax-free?

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

What is a bonus?

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.

What are free spins?

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

How does the jackpots.ch bonus work?

You can use the bonus credit on jackpots.ch for all 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. The playthrough requirement is 30 times for slot machines and 90 times for table games. Please note that any winnings that exceed the real money balance at the start of the game session count towards bonus money as long as a bonus is available.

How do I activate a bonus?

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.

How can I convert my bonus into real money?

The bonus credit is converted into real money as soon as the wagering requirement for the original bonus amount has been met. The playthrough requirement is 30 times for slot machines and 90 times for table games. Please note that any winnings that exceed the real money balance at the start of the game session count towards bonus money as long as a bonus is available.

Does my bonus need to be backed by real money in order to convert it?

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.

Where can I find the conversion progress/playthrough of my bonus?

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

Why can’t I withdraw my bonus?

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.

How do I remove offers and bonuses received?

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.

Where can I find current bonus offers and other promotions?

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

Where can I redeem a bonus code?

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

How does the welcome bonus work?

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 1'111.

How does the deposit bonus work?

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

What is a loss limit?

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.

What is a bet limit?

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.

What is a deposit limit?

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

How long does it take to change a limit?

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.

How are the losses for my limits calculated if I win?

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.

Why should I set a limit?

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.

What is a gambling addiction?

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».

Is my gambling risky?

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 in Windisch, tel. +41 (0)56 441 99 33, offers you the opportunity to receive free expert advice. We also work with the helpline Dargebotenen Hand (tel. 143) and Careplay (see also: https://www.jackpots.ch/en/responsible-gaming). 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]

What do I need to consider to play responsibly?

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.

Can I block certain games for a certain period of time?

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.

Can I only be blocked in the online-casino?

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).

Where can I request a voluntary gambling suspension?

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 ([email protected]) or post.

How do I close my account due to gambling addiction?

You are welcome to request a voluntary gambling suspension. In addition, please describe your concerns via an email to [email protected]/[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).

What is the scope of 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).

Is there a time limit for the validity of the suspension?

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.

How can I lift my gambling suspension?

You can find the application form under responsible gambling under point five («Suspension»).

Do I have to pay if I play in demo mode?

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

Where can I see my game history?

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

Where can I find the rules for each of the games?

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

What is a live-casino 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.

Will live games really be broadcast live?

Yes, the live games are broadcast in real time.

My game won’t start, what can I do?

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.

Can I play on a cell phone or tablet?

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

How do you make sure you don’t cheat?

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.

My game has been interrupted, what can I do?

If a connection is lost during an active game deliberately or unintentionally, the current round is still played on the server.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.

What is the RTP (return to player)?

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.

What is the RTP value for jackpots.ch slots?

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

Which games offer the highest payout/RTP on average?

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.

What is volatility?

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.As a result, low volatility often pays you a low profit, but very consistently. High volatility pays off less often, but the profits are correspondingly higher.