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- PROVIDED BY GRAND CASINO BADEN -

Help

FAQ

General

Which browsers are supported?

The following browsers are supported by JackPots and the games and have been tested by us: Google Chrome (from version 66.0), Mozilla Firefox (from version 66.0), Apple Safari (from version 12.0)

Account

Can I create another account?

Each user may only create and use one player account. If you have forgotten your login details, please contact us at [email protected] .

How do I change my contact information?

Simply send a request to [email protected] or use the contact form to change your contact information.

Why can't I login?

Normally you will be told the reason when your login failed. If this is not the case, simply contact support.

How can I activate or deactivate my communication channels?

Simply go to the account profile > account settings and activate or deactivate the desired communication channels.

What do I do if I forget my password?

If you have forgotten your password, you can select "Forgot your password?" After entering your email address, you will receive an email with a link. With this link you can assign a new password.

Deposits

What payment methods are accepted at JackPots?

You can currently fund your account using Visa, Master Card and bank transfer.

Why is my deposit not displayed?

Your account will always display the current status of your payment. If this is not the case, simply contact support.

Withdrawals

How does a withdraw work?

Select "Withdrawal" in your account. Enter your IBAN number, the name of the account holder and the amount you wish to withdraw. The IBAN number can be found on the front of the bank or postcard.

How long does a withdrawal take?

Payments are sent by us to the bank within 24 hours, but in some cases an internal verification is required first. Normally it takes 2 working days for the amount to be credited to your account.

Is there a fee for the payment?

With JackPots you do not pay any fees for withdrawals.

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

You can withdraw your real money at any time. However, if you have a bonus balance, you must cancel it or fulfil the bonus wagering requirements.

Bonuses

How does bonus work at JackPots?

You can use bonus for all games at JackPots. The real money balance is always used first when playing. The bonus balance will be converted to real money once the wagering requirement for the original bonus amount has been met. The wagering requirement (playthrough) is 30 times for slot machines and 90 times for table games. Please note that any winnings above the real money balance at the beginning of the game session will be considered bonus money if a bonus is available.

Can I remove received bonuses?

You can cancel received bonuses at any time directly in the player account in the bonus overview.

Where can I find the wagering/playthrough of my bonus?

The playthrough can be seen in the player account in the bonus overview. For the bonus overview please click on the arrow next to the total credit balance.

Responsible gaming

What is gambling addiction?

The term gambling addiction is used when gambling behavior can no longer be controlled by the person concerned. Gambling becomes the all-dominant urge, the centre of one's life. The thoughts constantly revolve around gambling: The next gaming opportunity, the next possible (big) profit, raising money for the next game, covering up the losses suffered, etc. are the main focus.

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

JackPots offers various tools to help you play responsibly. In your player account you can temporarily exclude yourself from individual game categories or from all games for 15 minutes to 6 months. You also have the option of applying for a ban throughout Switzerland.

How do I close my account due to gambling addiction?

If you wish to be voluntarily blocked, you can do so in your player account under "Responsible Gaming". Swiss casinos are legally obliged to ban a person from gambling if they suspect that the person is overindebted, does not meet their financial obligations or risks wagers that are disproportionate to their income and assets.

Is my gambling risky?

A good start for responsible gambling is to use our self-assessment test. You can either fill it out anonymously or save it in your player account and use it again later. When you complete and save the test for the first time, JackPots will acknowledge your responsible behavior and will send you a small gift (if we can contact you by postal mail).

Account verification

When does the account need to be verified?

We have the legal requirement to verify your identity and home address within 30 days of opening your account. We need a copy of an ID document and, if necessary, a copy of an invoice with your name and address.

Why do I have to send you my personal documents?

Swiss online casinos are subject to the Federal Act on Money Games of 29 September 2017 and its implementation. We are required by law to verify your identity and home address within 30 days. If we are unable to verify your identity, we will be required to deactivate your account. The security of your data is our highest priority. We are ISO 27001 certified and your financial and personal information is stored on encrypted security servers.

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