Customer service

Welcome to the mycasino customer service! We are happy to respond to your concerns or answer any questions you may have. Whether you’re an old hand or a newbie, we offer you fast, professional and friendly service at all times.

You can get in touch with us via the following channels:

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    FAQ - frequently asked questions

    Our FAQ offers 24-hour support. Find the answers to the most frequently asked questions here.

    Registration

    Which requirements must be met before playing on mycasino?

    You must meet the following requirements to play on mycasino: you must be over 18 years old and a registered resident of Switzerland, and you must not be subject to a Swiss nationwide casino ban.

    To play our games, you simply need to create a free account.

    How do I open an account on mycasino and is there a fee for signing up?

    There is absolutely no cost to sign up with mycasino.

    To open a mycasino account, simply click «Log in or Sign up» at the top right of your screen. Then choose «Join now for free» and you can open your account in just a few steps. Please verify that your informations are correct before you finish signing up.

    As soon as you finish signing up, you will receive a confirmation email with a link. After you click the confirmation link, you will be able to log in to your account and discover the exciting world of mycasino.

    Are there any fees for my account?

    No, your mycasino account does not come with any fees. It is available to you free of charge.

    Is mycasino a legitimate site, and who operates it?

    Grand Casino Luzern AG received permission to operate www.mycasino.ch from the Swiss Federal Council on 7 June 2019. Grand Casino Luzern opened in Lucerne’s venerable Kursaal, a former theatre, in 2002. It has been voted Swiss Casino of the Year several times since then.

    Grand Casino Luzern operates a management system in compliance with ISO 9001 and has been awarded the GoodPriv@cy® data protection seal since January 2009. Grand Casino Luzern’s information security management system has been certified in accordance with ISO/IEC 27001 since 2018. All certificates were issued by the renowned Swiss Association for Quality and Management Systems (SQS).

    Gaming account

    What does «Account verification required» mean?

    The Swiss Gambling Act requires all newly registered online casino accounts to be verified. You have 30 days in which to verify your account. During this time, you can only deposit up to CHF 1,000.- and you cannot withdraw any winnings. To lift these restrictions, simply verify your account under «My account» and upload the documents that are required for verification.

    Do I have to verify my account? If I do have to verify it, how much time do I have to do it?

    Yes, the verification process is required by law, and you must do it for any concessionary online casino in Switzerland. After you finish signing up, you have 30 days to verify your account.

    Which documents are required to verify my account?

    We ask that you send us the following documents to verify your account:

    • A copy of a valid identity document (passport, identity card, etc.) clearly showing all 4 corners of the document, and the following informations: first and last name, date of birth, photograph, nationality, identity card number, expiry date (if available) and signature.

    • A copy of a utility bill (e.g. energy, water, telephone or Internet bill) mentioning your name, address, invoice date and logo of the issuing company. Please note that the date of issue must not be older than three months. We also accept a bank statement as proof of address.

    Feel free to cross out any information that is irrelevant to us, such as any amounts that appear on the bill.

    We will also accept a screenshot from your mobile phone, as long as all the required information is clearly visible.

    You can send us the documents by using the convenient, secure upload function in your mycasino account. You will find this function in «My account». You can upload your documents at the bottom of that page.

    How should I send the documents needed for the verification process?

    You can send us the documents by using the convenient, secure upload function in your mycasino account. You will find this function in «My account». You can upload your documents at the bottom of that page.

    Are my documents safe with you?

    We can answer this question with a clear «Yes». At mycasino, we treat your personal informations and documents as strictly confidential and do not share them with third parties under any circumstances. Grand Casino Luzern, which operates mycasino, is certified with the GoodPriv@cy® data protection seal.

    Where do you store my data?

    Your data is stored on our servers and on our platform’s servers in conformity with the highest security standards. We are certified according to the stringent ISO/IEC 27001 standard for information security management systems and have held the GoodPriv@cy® data protection seal since 2009. Your data is safe with us.

    Who sees my data?

    We are certified according to the high standards of ISO/IEC 27001 and GoodPriv@cy® and we handle your data with the greatest care. The only people who receive access to the data we store for you are staff members who have been authorized to do so.

    How will I know when my account has been verified?

    The mycasino customer service will inform you via email as soon as your account has been verified.

    What happens if I don’t submit the documents for the verification process?

    If the verification process is not successfully completed within 30 days, your account will be disabled until the required documents are received. You will not be able to access your mycasino account during that time.Any winnings you have cannot be disbursed until your account is verified, and you will only be able to withdraw the deposits you have made. In addition, we can close your account.

    To be able to keep your account active, you can send us the documents for verification.

    What should I do if I am no longer able to log in?

    Please check if you have entered your email/username and password correctly. Please note that upper and lower case letters are important in your password.

    If you have forgotten your password, you can request a new password to be sent to you. To request a new password, click «Log in or Sign up» at the top right of your screen and then click «Forgot your password?» below the login field.

    If you have forgotten your email or username, our mycasino customer service agent would be pleased to help. Simply send an email tocustomerservice@mycasino.ch, or get in touch with us via our Live Chat function or via our free hotline 0800 002 728.

    Can I have more than one account by mycasino?

    You may not have more than one account. If you have forgotten your email or username, our mycasino customer service agent would be happy to help. Simply send an email tocustomerservice@mycasino.ch, or get in touch with us via our Live Chat function or via our free hotline 0800 002 728.

    How can I find out if I have already signed up for an account by mycasino?

    If you are unsure whether you have already signed up for an account, contact our mycasino customer service. Simply send us an email tocustomerservice@mycasino.ch, or get in touch with us via our Live Chat function or via our free hotline 0800 002 728.

    Can my account be closed because of inactivity and does that cost anything?

    Your mycasino account will be closed automatically after two years of inactivity. If you have not entered any bank account details and we cannot reach you after an additional two years, any remaining balance you have will be transferred to the Swiss pension fund OASI. This is a legal requirement.

    How do I close my account permanently?

    You can permanently close your account at any time. To do so, simply send an email tocustomerservice@mycasino.ch, or get in touch with us via our Live Chat function or via our free hotline 0800 002 728.

    Can I reopen an account after it has been closed?

    If an account has been closed permanently, it cannot be reopened. However, you can open a new account 30 days after the old one has been closed.

    Where can I find information about responsible gambling?

    We want to make sure that all players enjoy themselves when gambling and that they act responsibly. Gambling should be an enjoyable recreational activity. Under no circumstances do we want to encourage compulsive gambling. Compulsive gambling is not a positive experience and can cause major problems.

    Atmycasino.ch, in the menu on the left side of the page under «Responsible gaming», you will find our resources for responsible gambling, some tips to ensure a consistently positive gambling experience, and who you can turn to for help if you would like to talk to someone. You can count on our support.

    For additional support, simply send an email tocustomerservice@mycasino.ch, or get in touch with us via our Live Chat function or via our free hotline 0800 002 728.

    Where can I request a voluntary gambling suspension?

    You have two options for requesting a voluntary gambling suspension:

    Contact our customer service. We will be happy to help you. Simply send an email tocustomerservice@mycasino.ch, or get in touch with us via our Live Chat function or via our free hotline 0800 002 728.

    You can also download a form from our website to request a voluntary gambling suspension in writing. You must send the completed request form to us together with a copy of a valid official identity document (passport, ID card, residence permit, Swiss driving license).

    Request form for voluntary gambling suspension (PDF)

    How can I get my gambling suspension lifted?

    You can send a written request to have your suspension lifted, provided there is no longer cause for the suspension. A request form can be obtained from the casino or lottery operator where you applied for the suspension or that imposed the suspension on you.

    You can apply to have a self-imposed suspension lifted after a minimum of three months.

    A request to lift a suspension that has been imposed on you against your will can be filed at any time.

    The Swiss Gambling Act requires you to have a conversation with our social concept officer and an external adviser from a counselling centre before your suspension can be lifted. During this conversation, you will need to demonstrate that the reasons for imposing the suspension are no longer valid. If you are married, your spouse will be included in the process and will be invited to participate in the conversation. You will need to provide to us the following documents: a current extract from the prosecution register, proof of income, a bank statement from the last three months and a proof of assets. Based on these documents and the conversation, a decision will be reached on whether to lift your gambling suspension.

    Request form to lift a gambling suspension (PDF)

     

    Deposits and withdrawals

    How do I make a deposit?

    Click «My account» and then «Deposit». Choose your preferred method of deposit and the amount you wish to deposit. The deposit amount will be credited to your account within a few seconds.

    My deposit has not been credited to my account. What should I do?

    Our customer service agents will be happy to help you if this happens. Simply send an email tocustomerservice@mycasino.ch, or get in touch with us via our Live Chat function or via our free hotline 0800 002 728.

    Which methods of deposit are available to me?

    mycasino offers a variety of secure, convenient methods of deposit, such as credit card, PostFinance card or E-Finance, Twint, paysafecard, Skrill and Neteller.

    Click on «My account» and then «Deposit». This will show you a list of all the methods of deposit that are available for you.

    Which payout methods are available to me?

    Due to legal requirements, balances can only be paid to a Swiss bank account that is in your name. Feel free to contact one of our customer service agents if you have any questions about this. Simply send an email tocustomerservice@mycasino.ch, or get in touch with us via our Live Chat function or via our free hotline 0800 002 728.

    Are there any fees when I initiate a deposit or a withdrawal?

    mycasino does not charge any fees. However, you may be charged a fee by your payment provider. For more information, please contact your payment provider.

    Here’s a tip from the mycasino customer service team: deposits made via bank transfer are always free of charge.

    You are not charged any fees for payouts.

    Who guarantees my money and my winnings?

    As a concessionary Swiss casino, Grand Casino Luzern AG is subject to stringent legal requirements. For example, a concessionaire must have sufficient net assets and cash reserves at its disposal to ensure customer account balances and potentially large winnings from individual games.

    Is my payment information safe with you?

    We can answer this question with a clear «Yes». Transaction data is transmitted according to the highest security standards. Mycasino treats your personal informations and documents as strictly confidential and never shares them with third parties. Grand Casino Luzern, which operates mycasino.ch, has a GoodPriv@cy® data protection seal.

    How do I make a withdrawal?

    You can make a withdrawal by clicking «My account» and then «Withdrawal». Next, enter your IBAN. Choose the amount you wish to withdraw and confirm it to submit your withdrawal request.

    Which documents do I need to send to mycasino to be able to withdraw winnings?

    You must have a verified account to withdraw winnings. To verify your account, we need you to provide the following documents:

    • A copy of a valid identity document (passport, identity card, etc.) clearly showing all 4 corners of the document, and the following informations: first and last name, date of birth, photograph, nationality, identity card number, expiry date (if available) and signature.

    • A copy of a utility bill (e.g. energy, water, telephone or Internet bill) mentioning your name, address, invoice date and logo of the issuing company. Please note that the date of issue must not be older than three months. We also accept a bank statement as proof of address.

    Feel free to cross out any information that is irrelevant to us.

    We will also accept a screenshot from your mobile phone, as long as all the required information is clearly visible.

    Use our convenient upload function, which you will find in «My account». You can upload your documents at the bottom of that page.

    I initiated a withdrawal. How long will it take for me to receive the money?

    You will usually receive a withdrawal within three working days. If you make a withdrawal on the weekend, it will be processed by the bank on the following working day.

    Withdrawals requested on a bank holiday will be processed on the next working day.

    What is the minimum amount I can deposit or withdraw?

    The minimum amount for deposits by mycasino accounts is usually CHF 10.-.

    With a paysafecard, you have the option of depositing CHF 5.-.

    The minimum amount for withdrawals is CHF 10.-, unless your total balance is lower. In this case, your balance is the minimum amount you can withdraw.

    Where is my money kept?

    Customer balances are kept in Swiss bank accounts and PostFinance accounts.

    What is a gambling limit and how does it work?

    Gambling limits are required by law and must be set by every player. Enter a limit for how much you want to spend on any given day. Winnings and losses do not affect your limit.

    Example: If you have a limit of CHF 100.- per day, you can play no more than 50 times with a wager of CHF 2.-, regardless of whether you win or lose.

    You can reduce the limit at any time with immediate effect. If you raise your limit, the change will take effect at least 24 hours later.

    What is a deposit limit and how does it work?

    A deposit limit is voluntary and gives you the option of defining how much money you can deposit to your account during a timeframe of your own choosing.

    This limit can help you to better control your gambling behaviour and manage how much you spend.

    For example, if you set a weekly limit of CHF 100.- and have already deposited CHF 70.- during the current week, you can only deposit an additional CHF 30.- before the end of the week.

    You can reduce the limit at any time with immediate effect. If you raise or delete this limit, the change will take effect after seven days.

    What is a beneficial ownership and what is the minimum amount to require one?

    The law requires us to investigate the beneficial ownership for deposits and withdrawals of minimum CHF 4,000.- within 24 hours. This means that you must declare that you are playing with your own money.

    You will need to provide us with a copy of a Swiss bank account statement so we can verify that you hold a Swiss payment account. The Swiss bank account statement must be in your name, it must show your account details and the bank logo, and it must not be more than three months old.

    You can send us a copy of your bank statement using the secure upload function that you will find in «My account». You can upload your documents at the bottom of that page.

    Why do I need to disclose my financial information?

    Grand Casino Luzern is subject to the Anti-Money Laundering Act and is required by law to conduct investigations. Special investigations are prescribed by law depending on gambling volume. This due diligence involves a verifiable investigation of the source and origin of the wagers made and of the professional or business activity of the beneficial owner. We must collect financial information in order to meet these requirements. In conformity with GoodPriv@cy® data protection standards, this information is treated as strictly confidential and used to carry out our special duty to clarify.

     

    Bonuses

    What is a bonus?

    A bonus is free game credit that we offer at no charge during promotions.. Bonuses always come with terms and conditions that must be met before a bonus can be converted to real money and withdrawn.

    How can I activate a bonus?

    You can activate the available bonuses in your account under the tab "My promotions". Important: Bonuses linked to a deposit must be activated before depositing.

    How does the welcome bonus work?

    Just 2 simple steps and you can claim the welcome bonus:

    1. REGISTER

    Register and confirm your email address via the activation link that you will receive by email after registration. 

    2. DEPOSIT 

    Make a deposit of the amount you want and get up to CHF 300 bonus credit and 200 free spins for the Golden Rabbit. 

    Further details and conditions of participation can be found directly in the welcome offer. Our customer service will be happy to answer your questions in this subject at any time.

    How do bonuses by mycasino work?

    Our bonuses usually require you to use 35 times their value before they can be converted and withdrawn.

    Example:

    You receive a bonus in the amount of CHF 10.-. For this bonus to be converted to real money, a general bet (and NOT deposit) of CHF 350.- is required. For example, this means that you need to use CHF 1.- per round in a slot machine for 350 times.

    You can find more information in the bonus terms.

    How does it work if I have real money and a bonus active on my account?

    Free game credits and real money balances shall be use proportionately for bets and winnings if both are available and if free game credits may be use for the selected game.

    Can I check the status of my bonus?

    Yes, you can view how close you are on meeting the terms and conditions of your bonus at any time in «My overview».

    Why doesn’t every game count the same towards my bonus?

    Different games have different betting options and chances of winning. In the interest of fairness, different types of games count differently towards meeting bonus requirements. You can find an overview of how much individual games count towards bonuses in the bonus terms.

    Why can’t I withdraw my bonus?

    You cannot withdraw a bonus because it is not real money. Bonus credit cannot be converted to real-money credit and withdrawn until the terms attached to the bonus have been met.

    Do I get a bonus when I sign up?

    No, we do not give bonuses for signing up. But as soon as you sign up, you will get a welcome bonus that you can use with your first deposit.

    Important:remember to activate your bonus before you make your deposit.

    If you make a deposit within seven days after signing up, you will receive a welcome bonus of 100% for deposits up to CHF 300.- at the condition that you spend 35 times as much, plus an additional 200 free spins, valued at CHF 0.10 each!

    After you activate your bonus, you will have 30 days to convert it to real money.

    Your first 50 free spins will be credited as soon as you make your first deposit. They are valid for 72 hours. You can use your free spins in our exclusive Golden Rabbit game.

    You will receive the rest of your free spins in three blocks of 50 spins each by midday during the following three Fridays. You can also use these free spins in the exciting Golden Rabbit game. Winnings from free spins are credited to your account as real money and do not require to spend any additional money.

    What are free spins?

    Free spins are an opportunity to play without using your own money. Free spins are usually given as part of a promotion, or as a gift for being loyal to mycasino.

    Winnings from free spins are credited to your account as real money that you can use as you wish.

    Where can I find out about current bonus campaigns and other promotions?

    We regularly post exciting new offers on mycasino, and our emails will also keep you up to date.

    And sure to visit our Facebook page or our Instagram profile – where you’ll also find exclusive promotions and other news.

    Here’s a little tip from our mycasino team: it pays to have a look in your spam folder from time to time because our emails may occasionally end up there and you don’t want to miss out!

     

    Games

    Where can I find the slots with the best payout rate?

    Our slots have an average payout rate of 96%. If you wish to see the exact payout rate of a game, click the «Info» button while the game is open. You will find the theoretical payout rate there, which may also be displayed as RTP (return to player). A payout rate is the percentage that a player gets back for bets on a slot over the long term.

    Where can I find the version number of a game?

    The required information (supplier, correct and complete name of the game according to the game certificate and as well the version number) is shown as follows for the individual online games:

    Brand Contract partner Producer Game version
    PAF PAF Consulting Abp PAF Consulting Abp The game version and the name of the supplier are shown under the settings at the end of the game manual.
    Red Tiger Red Tiger Gaming (Malta) Ltd Dopamine EOOD The game version and the name of the supplier are shown at the end of the help.
    Greentube Greentube Internet Entertainment Solutions GmbH Greentube Internet Entertainment Solutions GmbH The supplier is shown under the help function. The link “certified reference number” links to Greentube’s daily test log, which includes the definite checksums of the critical components.

     

    Where can I find the live games?

    You can find our live games by going under «Menu» and then «Live casino».

    Can I access mycasino on a mobile device (mobile phone or tablet)?

    Yes, of course! You can enjoy mycasino’s entertaining games on your desktop, laptop, mobile phone or tablet.

    Which web browser do you recommend?

    We recommend using one of the following browsers to best experience our games:

    • Windows
      • Chrome, Firefox, Microsoft Edge
    • OSX/macOS
      • Safari, Chrome, Firefox
    • Android 5.0 or later
      • Chrome, Android Browser
    • iOS 10 or later
      • Safari, Chrome

    Do I need to pay anything when I play in demo mode?

    You do not need to have an account or make any deposits when you play in demo mode. You can try out almost all of our games at no charge – give it a go and find your favourite!

    What should I do if I have a problem with a game?

    If you have a problem with one of our games, the mycasino customer service team will be happy to help you find a solution as quickly as possible. Simply send an email to customerservice@mycasino.ch, or get in touch with us via our Live Chat function or via our free hotline 0800 002 728.

     

The friendly mycasino customer service team is always happy to answer your questions and is available from 9 am to midnight (Friday and Saturday until 1 am). You can contact us via email at customerservice@mycasino.ch or call us for free at 0800 002 728. You can also conveniently start a conversation with your personal contact person via our live chat function.

If you need to contact us outside of our opening hours, simply email customerservice@mycasino.ch. We will respond as quickly as possible.