Responsible Gaming

Game exclusion


Permanent self-exclusion
The voluntary exclusion can be made by the player in the following ways:

  • 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
  • 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 [email protected] or by mail to: Casinò Lugano SA, Via Stauffacher 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:

  • is over-indebted or is no longer meeting his or her financial obligations;
  • 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.


Gambling exclusions are valid throughout the whole Swiss territory, 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 gambling exclusions
A gambling exclusion is lifted upon request from the person in question if the reason that determined it does not exist anymore.

In accordance with art. 84 OGD cpv. 1 - art. 81 BGS, the lifting of the voluntary gambling exclusion can only be requested once the minimum period set at the time of the exclusion (3 months) has passed. The request shall be made by sending the voluntary gambling exclusion lifting request form to the e-mail address [email protected], whereas for the lifting of the forced gambling exclusion no time limit is in force.