Help / Faq

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• Apple Safari (version 12.0 and above)

Always keep your browser up to date and clear your cache and cookies from time to time so everything runs smoothly.

You can open a player account if you:

• are at least 18 years old
• live in Switzerland or have your ordinary residence in Switzerland
• do not have a gaming ban according to Art. 80 BGS (Swiss Federal Act on Gambling)
• are not subject to a gaming prohibition (Art. 52 BGS), a participation restriction (Art. 53 BGS), or an exclusion from gaming according to Art. 42 VGS (Ordinance on Gambling)

In principle, yes – you can access the platform from abroad. However, depending on the country, access to certain games may be restricted. This is due to the regulations of the country you are currently in.

Our customer service is available daily from 08:00 to 24:00 via chat and email. Outside these hours, our chatbot «Jackbot» will help you. Please describe your request as precisely as possible so we can help you faster. Our goal: to reply within 12 hours.

No, only one account per person is allowed.

Contact our customer service – we’ll be happy to check for you.

No. Your account is personal and must not be passed on to third parties, sold, or used by them. Likewise, you must not use someone else’s account.

This can only be done via our customer service. Please contact us directly in the chat.

This can only be done via customer service. Write to us in the chat and have proof of address ready (e.g. mobile phone, insurance or internet bill, or a bank statement).

You can turn your communication channels on and off yourself under Settings in your account.

First check that you have entered your username and password correctly. If the password is the problem, use «Forgot password». If that doesn’t help, contact us in the chat.

Use the «Forgot password» function to set a new password. Also check your spam folder if the email doesn’t arrive.

First check your spam/junk folder. If you still can’t find the email there, contact us in the chat.

You can have your account closed at any time and reopened later. However, we cannot delete your data: by law, we must retain personal details, game history and transactions for 10 years. The data is stored securely in compliance with applicable data protection regulations and is not passed on or used in any form.

Yes, just contact us in the chat.

After two years of inactivity, we automatically close your account. We will then transfer your remaining balance (excluding bonus funds) to your registered payment account. If we are unable to do this within a further 24 months (e.g. because the account details are missing) and we cannot contact you, we are required by Art. 51 of the Gambling Ordinance to transfer the money to the OASI compensation fund. Any claims against jackpots.ch then expire.

You can reverse a closure at any time, provided we have a valid copy of your ID and your verified address. An account block, on the other hand, only arises from a gaming ban and applies nationwide to all licensed casinos (online and offline), as well as to land-based and online lotteries, sports betting and games of skill and to major games defined by the intercantonal authority (Art. 80 Swiss Federal Act on Gaming, BGS).

Under My History you can view all deposits, withdrawals, bets, wins, losses and your net result for any period you choose.

After registration you initially receive a provisional account. Within 30 days you must verify your identity with a valid official ID. If your address could not be confirmed automatically, we also need proof of address (e.g. mobile phone, insurance or internet bill, or a bank statement). You can verify yourself directly here.

This message reminds you that you must verify your identity with a valid ID within 30 days and, if necessary, submit proof of address (copy of a mobile phone, insurance, internet bill or a bank statement). You can verify yourself directly here.

To verify your account we need the following documents from you:

• Copy of a valid official ID
• Proof of address (mobile phone, insurance or internet bill, or bank statement)

You can verify yourself directly via this link. We will check your documents within 24 hours.

Yes, your documents are safe with us. Your data is stored on our servers and on our platform’s servers according to the highest security standards. We are certified according to the strict ISO/IEC 27001 standard for information security management systems.

If you do not submit the documents within 30 days, your player account will be automatically blocked. As soon as you upload the documents later, we will check them within 24 hours and unblock your account.

Click on «Deposit» in your account – the deposit input mask will appear there.

• Credit card (Mastercard / Visa)
• Apple Pay
• Paysafecard
• PostFinance / Postcard
• TWINT

With all these payment methods the money is credited immediately. Alternatively, you can also send the money by bank transfer.

Yes. Transfer to:

IBAN: CH21 0023 2232 5025 0704 M

Beneficiary: Grand Casino Baden AG, Haselstrasse 2, 5400 Baden

Please include your player name so that we can allocate the payment correctly. The credit will be made within 3 working days.

Contact us in the chat – we’ll look into it immediately.

We do not charge any fees ourselves. However, your payment provider may charge its own fees – please ask them if in doubt.

Yes, CHF 10.- for all payment methods.

Deposits with most methods are credited immediately in real time. Only bank transfers take around 3 working days.

In your account, select «Withdraw», enter your IBAN, the account holder’s name and the desired amount. You can usually find the IBAN on the front of your bank or PostFinance card.

We normally process withdrawals within one working day. Depending on your bank, it may take a few more working days for the money to arrive. We do not carry out withdrawals at weekends.

We do not charge any fees ourselves. However, fees may be charged by your payment provider. For further information, please contact your payment provider directly.

Only to a Swiss bank or PostFinance account in your own name (Art. 50 Gambling Ordinance).

No, the account must be in your name (Art. 50 Gambling Ordinance). We may request additional proof for withdrawals.

Yes. If you still have bonus funds, you must first cancel them or fulfil the wagering requirements. If you cancel, the bonus is forfeited.

No, there is no minimum amount.

No, only 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 in your name. With Revolut cards, the beneficiary is shown not as your name but as «Revolut Ltd.». Therefore, a withdrawal to a Revolut card is not possible.

If we already have your ID and a verified address, we only need further documents (e.g. bank statement) for deposits or withdrawals of CHF 4’000.- or more within 24 hours in order to clarify beneficial ownership.

Yes, provided your partner does not have a nationwide gaming ban.

This is how we determine whose income and/or assets are actually being used for your gaming. From CHF 4’000.- in deposits or withdrawals within 24 hours, we are legally obliged to clarify this.

The Swiss Federal Act on Gaming (Art. 80 BGS) obliges us to check whether someone is over-indebted or is taking a financial risk with their stakes. Without the required documents we cannot clarify this and must impose a nationwide gaming ban. Until the documents are received, the account remains blocked and withdrawals are not possible.

No, winnings up to 1 million francs are tax-free.

A bonus is free game credit that is provided free of charge as part of promotions. Before you can convert a bonus into real money and withdraw it, you must fulfil certain wagering requirements.

You can use your bonus funds for almost all games, except those mentioned on this page (see Games excluded from the bonus). When you play, your real money is always used first. As soon as you have met the wagering requirement (playthrough) for the original bonus amount, the bonus is automatically converted into real money. Unless otherwise stated, the wagering requirement is 30× for slots and 300× for table games, and you have one month to meet it.

This happens automatically as soon as you have met the wagering requirement. Unless otherwise stated, these are 30× for slots and 300× for table games, and you have one month to meet them. Note: some games are excluded from the bonus (see Games excluded from the bonus), and winnings above your real money balance at the start of the gaming session count as bonus funds.

A bonus is not real money, so you cannot withdraw your bonus. Only when you meet the wagering requirements does it become real money, which you can then withdraw.

Depending on the type of bonus, between one day and one month; if not otherwise stated, one month. If the deadline expires, all bonus funds earned for that bonus are forfeited.

No. Even without real money in your account, you can continue playing with the bonus funds and meet the wagering requirement.

As soon as a bonus is available, we will inform you via pop-up. There you can accept or decline it.

Directly in your player account under «Bonus».

In the bonus overview in your account you can cancel any bonus you have received. Note: A cancelled bonus cannot be restored – you lose your previous progress and you cannot use the same bonus code again later.

You can see the playthrough in the bonus overview of your player account.

On your first deposit you receive a bonus equal to your deposit, up to a maximum of CHF 700. If you deposit at least CHF 100, you also get 200 freespins.

Your second, third and fourth deposits are each increased under different conditions. You can find details on our Casino Bonus page.

This bonus rewards existing customers who wager enough real money in a specific game during the campaign period. Your bets are added up over the entire campaign. If there are several levels, you will be credited with the difference to the previous level for each level reached – as a cash bonus or freespins, depending on the campaign. Only real money bets in the specified game count; bets with bonus funds or freespins do not count. Prerequisite: the campaign must be visible in your sidebar widget. If you cannot see the campaign in your sidebar widget, you are not eligible to participate in this campaign.

Fictitious example: In a campaign in the game Book of Ra over one week, you receive freespins in stages for achieved bet levels.

• Place bets in Book of Ra worth CHF 20.- and receive 10 freespins.
• Place bets in Book of Ra worth CHF 40.- and receive 20 freespins.
• Place bets in Book of Ra worth CHF 50.- and receive 25 freespins.

As soon as you have placed bets worth CHF 20.- in Book of Ra, 10 freespins will be credited to your player profile. When you reach the CHF 40.- threshold, you will receive another 10 freespins, and at the CHF 50.- threshold another 5. In this example, with bets worth CHF 50.- you would have received a total of 25 freespins.

Freespins are free rounds that you can use in certain games as part of promotions.

Under «Promotions» you can see all current campaigns. Also activate SMS and e-mail so you don’t miss any campaigns.

A limit helps you to consciously control your gaming behaviour and keep an eye on other areas of your life.

Setting a limit is mandatory in Switzerland, so at jackpots.ch the loss limit is compulsory for every player. You decide how much you want to lose at most per day, week or month. Example: With a daily limit of CHF 100.- and CHF 200.- real money balance, you can play until there is CHF 100.- left in your account.

With this you define how much money you can deposit at most in a given period.

Only the net loss counts. Interim wins do not change your limit. The block only applies when your actual balance drops to the limit. Example: If you set your limit to CHF 100.- per day and have CHF 200.- real money in your player account, you can keep playing until you have CHF 100.- left in your account.

If you reduce a limit or set a new one, it takes effect immediately. If you increase or remove a limit, the change only takes effect after 24 hours. This waiting period cannot be bypassed or accelerated. You can adjust your limits at any time in your account under «Responsible Gaming».

Yes, jackpots.ch has a casino app. You can find it in the Apple App Store and Google Play Store under «jackpots.ch Online-Casino» or via the links below.

Download in the App Store

Download in the Play Store

Search for «jackpots.ch Online-Casino» in the App Store or Play Store, or click on the link below and install it. Afterwards, log in as usual.

Apple App Store: jackpots.ch Online-Casino App

Google Play Store: jackpots.ch Online-Casino App

By using the iCloud keychain, you can store your login details and passwords securely and have them entered directly into the jackpots.ch app with AutoFill.

Before you activate the iCloud Keychain, make sure you’re using the latest iOS version and that you’ve turned on two-factor authentication for your Apple ID.

1. Select «Settings», then your name and «iCloud».
2. Select «Passwords» and then «Keychain».
3. Activate the iCloud keychain. You may be asked for your code or Apple ID password.

If you saved the login details for your jackpots.ch player profile the first time you logged in to the app, your player name and password will be suggested to you the next time you log in. All you have to do is click on the corresponding field and confirm with Face ID, and your login information will be filled in immediately.

Of course, there are also other password manager apps that can help you store your login data and passwords securely. You can find other useful apps in the App Store.

Try the following steps in order:

• Close the app and reopen it.
• Restart your device.
• Check for app updates: To see if updates are available for the app, open the App Store, tap your profile icon, and scroll down. If no updates are available for the app, update the software on your iPhone or iPad.
• Delete the app and reinstall it.

Gambling addiction means that someone can no longer control their gambling behaviour. Gambling becomes the centre of life, thoughts constantly revolve around the next opportunity to play, the next win, or obtaining money for gambling. Covering up losses takes priority. More on this under Responsible Gaming.

In most cases, early signs that may indicate a future gambling addiction can be observed in affected individuals. Our self-assessment test is a tool to help you recognise possible warning signs yourself. Through the addiction counselling service ags you can receive free professional advice. We also work with Dargebotene Hand (Tel. 143) and Careplay (more on this under «Responsible Gaming»). They are happy to answer your questions. We are also happy to answer any questions about our social concept. You can reach our team at [email protected].

Use the available tools (limits, cool off, game history, call-back), never chase your losses, and don’t neglect your social contacts.

Yes, you can take a cool off of between 15 minutes and 6 months at any time, either for all offerings or only for certain categories such as slots. During this time you cannot place any bets in the selected game categories. A cool off allows you to focus more on other and more important areas of life.

No, a gaming ban applies throughout Switzerland and the Principality of Liechtenstein to all types of casinos (land-based and online), as well as to land-based and online lotteries, sports betting and games of skill and to major games defined by the intercantonal authority (Art. 80 Swiss Federal Act on Gaming, BGS).

You can trigger a gaming ban in your player account under the «Responsible Gaming» category. In addition, you can also send us your request via chat, email to [email protected] or by post.

You are welcome to apply for a voluntary gaming ban. In addition, we ask you to describe your request via email ([email protected] or [email protected]) and/or to initiate a call-back via your player account. Our trained staff will then contact you by telephone to discuss the next steps. In urgent cases, contact Dargebotene Hand (available 24/7).

The gaming ban applies throughout Switzerland and the Principality of Liechtenstein to all casinos (online and offline), as well as to land-based and online lotteries, sports betting and games of skill and to major games defined by the intercantonal authority (Art. 80 Swiss Federal Act on Gaming, BGS).

No, it is indefinite. It can only be lifted after a review by Grand Casino Baden and a conversation with the ags addiction counselling service.

You can find the application form for lifting the ban on the «Safe Gaming» page under point 8 («Gaming suspensions»).

Yes. jackpots.ch is the online-casino of Grand Casino Baden AG. On 05.07.2019, Grand Casino Baden became the first Swiss casino to receive a licence (No. 516-003-01) from the Federal Council to operate the online-casino jackpots.ch. This licence was extended in 2023 for a further 20 years. Grand Casino Baden opened in 2002 and is one of the best and largest casinos in Switzerland. Our management system is ISO 9001 certified. Our information security management system is certified according to ISO/IEC 27001.

Every legal Swiss online-casino is approved and supervised by the Swiss Federal Gaming Board (FGB). This also applies to all games offered: each individual game is first tested and approved by the FGB. This ensures that all games run correctly and Swiss law is complied with. In addition, Swiss casinos are required to implement a comprehensive social concept. We carry out checks and provide you with various means to regulate your gaming (e.g. limits and cool-offs).

You can view a current list of legal Swiss online-casinos on this FGB page. Swiss online-casinos also always use a URL with the «.ch» domain. Deposits and withdrawals are only possible in CHF (no EUR, crypto, etc.). Typical Swiss payment methods such as TWINT are offered.

The Swiss Federal Gaming Board (FGB) carries out regular checks in all departments of Swiss online-casinos to ensure that all rules and prescribed processes are correctly followed. If there are deficiencies, they must be remedied and are then thoroughly checked again. These checks ensure that all legal requirements are met and that deficiencies are detected and remedied in good time. In addition, all games are regularly checked by independent certification bodies to ensure they function correctly.

For a game to be offered on jackpots.ch, it must first be tested and approved by the Swiss Federal Gaming Board (FGB). The FGB confirms that certain technical requirements under Swiss law are met. In addition, all games are regularly checked by independent certification bodies.

Grand Casino Baden with jackpots.ch, as a licensed Swiss casino, is subject to strict legal regulations. The casino must therefore have sufficient equity and liquidity reserves to ensure customer balances and possible large winnings for the individual game offerings.

Your data is stored on our servers and on our platform provider’s servers according to the highest security standards. We and our platform provider are certified according to the strict ISO/IEC 27001 standard for information security management systems. The data is protected against unauthorised access in accordance with applicable data protection laws.

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

Yes, you can play on any device. Whether PC, Mac, tablet or mobile phone.

Under My History in your account.

Table games such as poker, roulette or blackjack that are streamed live from a studio in real time.

Yes, the games are broadcast in real time.

For a game to be offered on jackpots.ch, it must first be tested and approved by the Swiss Federal Gaming Board (FGB). The FGB confirms that certain technical requirements under Swiss law are met. In addition, all games are regularly checked by independent certification bodies.

Normally the following is sufficient:

• Check your internet connection
• Update your browser
• Allow pop-ups and cookies
• Clear your cache and cookies in your browser

If this doesn’t help, please contact our customer service via chat.

You can find the game rules and other practical information in the help section of the respective game.

Volatility shows how winnings are distributed: with low volatility you win more often, but smaller amounts. With high volatility you win less often, but higher amounts.

The payout rate, often also referred to as RTP (Return to Player), «House Edge» or «Payout percentage», shows what percentage of bets flows back to players in the long term. A slot with an RTP of 95% therefore pays out 95% of all bets again over an infinite number of rounds. The RTP is a statistical average value across all players – your personal result can differ significantly from this. You can find the exact rate of a game in the help section of the respective game.

Table games such as blackjack, roulette or baccarat usually have a higher RTP.

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

In the event of a connection loss, the server completes the current round and the provider records the exact time of the interruption. If the result was already determined, your win or loss will be posted as normal. The same applies to live games, provided your bet was accepted before the interruption. If you are unsure, contact us in the chat and provide the game name, time, error message and bet amount – this will allow us to check the case and, if necessary, credit you.