Play Responsibly

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.

Here you will find our resources for responsible gaming, 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.

Are you at least 18 years old?

mycasino enforces strict age limits. Our games are available only to individuals of at least 18 years of age.

Set your limits

We offer a range of helpful tools and services. Make sustainable gaming decisions by setting your personal limits.

Read more

Learn about your gaming

Try our short self-test and get some important insights into your gaming behaviour.

Take test

Find support

If you’re experiencing any problems with gambling we recommend you to talk to someone.

Read more

The secret of winning

Ever wondered how it all really works, why sometimes you win and sometimes you don’t?

Read more

What is gambling addiction?

Facts about gambling addiction

Read more

Voluntary suspension

Follow these steps in order to voluntarily suspend yourself

Read more

Support your loved ones

Do you know someone who is playing too much? We have some tips that might help you as a friend.

Read more

Grand Casino Luzern

Information about Grand Casino Luzern

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Set your limits

We offer a range of helpful tools and services. Make sustainable gaming decisions by setting your personal limits.

Deposit Limit

By setting a deposit limit, you can decide how much money you are allowed to deposit in your gambling account over a certain period of time. For example, if you set a weekly limit of CHF 100 and have already deposited CHF 70 during the current week, you can deposit only an additional CHF 30 before the end of the week. You can reduce the limit at any time with immediate effect. If you increase the limit, the change will go into effect only after the selected period has elapsed; i.e. if you have selected a weekly limit, only when the current week is over.

Loss Limit

The loss limit gives you the opportunity to determine the maximum amount of money you want to lose within 24 hours. The limit helps you control your gaming behavior and keep your gaming expenses manageable. All amounts that you have won or lost within the period are taken into account. For example, if you have set a loss limit of CHF 500 and have already played for CHF 300 and won CHF 100, your loss at this point will be CHF 200. You then have CHF 300 left until the limit is reached. The limit can be reduced at any time with immediate effect. If the limit is increased, the change will take effect after 24 hours at the earliest.

Gaming break

If you would like to take a break from gambling or want to temporarily stop using a certain game category, you can use the ‘Gambling break’ feature. This feature lets you exclude specific game categories or the entire range of games to prevent your use of them during the period of time set by you.

The maximum gambling break is six months. Please note that a gambling break cannot be modified before the selected break period is over.


You can set up notifications that will remind you how long you have been playing. These can help you to better estimate how much time you have spent gambling, so that you do not fail to meet important commitments.

Gaming Reminder

Activate gaming reminders to receive relevant responsible gaming messages while you play.

Gaming History

The gaming history feature shows you how much you have bet and won in the game, and the results from your gambling activities during a selected period of time. For more detailed insights, you can filter by game categories and individual games.

Time recording

The time recording function shows you how frequently and how much time you have spent gambling during a selected period. This can help you to keep better track of your gambling behaviour and to maintain healthy gambling habits.













Find support

If you’re experiencing any problems with gambling we recommend you to talk to someone.

Studies have shown that each day thousands of people around the world struggle to control their gambling. This is why we decided to take a proactive approach by helping our players identify the signs of problematic gambling habits at an early stage.

Are you finding it increasingly difficult to control your gambling, and has it started to have a negative impact on your life? Contact our customer service. We help you select the right strategy, whether it’s simply talking to someone who can help you set a gambling budget, take a break from gambling or (request a voluntary self-imposed suspension link to request form).

Talk to us

Contact our customer service by calling 0800 002 728. You can reach us every day from 9.00 a.m. to midnight. Friday and Saturday we are available until 1.00 a.m.

[email protected]

The person responsible for social protection measures at is György Bodnar. He is available at [email protected] and on +41 (0) 41 418 56 56.

Our other services

Our goal is to support you with the resources we have at our disposal. In this regard, we work closely with the Lucerne counselling centre (KLICK – Fachstelle Sucht Region Luzern), which we will recommend as the first point of contact for advice on the matter. The centre provides free, professional help, which can be an important first step. We also have a partnership with the Lucerne centre for debt counselling (Fachstelle für Schuldenfragen Luzern), which can provide the necessary assistance in cases of excessive debt.

Contact details:

Protect minors

We have a strict age policy and there are different tools for you as a parent to protect your minors from gambling.

There are services that can help you control your own gaming and keep underage players away from online gaming sites. Be sure to log out whenever you’re not playing!

  • Block yourself from gaming sites using, for example, Betfilter

  • Block underage players from gaming sites using, for example, Net Nanny

Support your loved ones

Do you know someone who is playing too much? We have some tips that might help you as a friend.

Are you worried about another person’s gambling? As a partner, family member or friend, you can – or perhaps even should – do something to help this person.

As a friend or family member, you can notify us about the problematic gambling behaviour of a guest, for example, or about negative effects on the person’s financial situation related to their gambling. We will then discuss the situation with you to find a solution together.

mycasino customer service

The secret of winning

Ever wondered how it all really works, why sometimes you win and sometimes you don’t?

Why does my luck change?

Casino games are completely random by design. Each spin or round is totally independent of what went before. So it makes no difference whatsoever what happened before. Chance has no memory. You cannot affect your chances of winning in any possible way.

Random? Independent event? What does that mean?

Inside every slot machine (or similar game) is a random number generator producing millions of numbers every second. Each one of those numbers is independent from each other with an equal chance of being a winning or losing number. What went before or after has no effect on the outcome.

If it’s random, why do I never win?

It can sometimes feel that way. Random number generators are the reason why some people win on their first try, while others can spend a long time playing without winning. There’s no way of influencing the outcome, it’s all about chance and mathematics.

What is the role of skill in gaming?

For games like Sport Betting, Texas Hold’em Poker and Blackjack, your level of skill can influence the outcome of a game. In these types of games, your playing decisions directly influence the result (which is not the case with slot machines). But it doesn’t matter how good you are, you can’t eliminate the house advantage built into the rules of the game. This house advantage means that even the best players will, in all probability, lose over time. In the long run the gaming company usually wins.

Radar and Player segments

We communicate differently depending on your gaming style, we make sure no player at risk receives direct marketing.

Paf has its own in-house Player tracking system, called the Radar. Paf’s Radar was developed many years ago to detect potential risky behaviours of our players and to proactively contact them from a responsible gaming perspective.

The purpose is to segment the players based on risk from a responsible gaming perspective and tailor preventive communication. The Radar is continuously improved in order to generate more relevant behavioural triggers and preventive communication

The Player Segmentation classifies the player into different segments based on the gaming history for the past 90 days. Which means players can move between different risk segments. The risk segmentation for each player is updated every day.

Paf has also made the decision not to send direct marketing/offers to players in the risk zones. So players who have lost more than €2000 during the last 90 days will not receive direct marketing/offers. One of the offers included is for example the weekly Green Gaming Reward.

What is gambling addiction?

Facts about gambling addiction

Gambling becomes an addiction when the desire to gamble takes on an obsessive nature and becomes a compulsion that controls everything else. Affected players not only lose a great deal of time and money; their self-confidence and self-esteem suffer as well. Increasingly, they neglect important areas of life, such as family, work, hobbies and social contact. It is a creeping process that often goes unnoticed by the people involved until a very late stage, when it has become an addiction.

The three stages of problematic gambling

Gambling problems normally develop in three phases.

Phase 1: Adventure and winning phase

During this phase, the player often wins significant amounts of money. This experience often leads them to the false conclusion that their gambling success is related to their abilities and not just pure luck. They attribute inevitable losses that occur during this phase to logically explained causes that are beyond their control. At the same time, they show a tendency to gloss over or conceal the reality of the situation. Some red flags, for example, are when the player continues to gamble with large sums of money or even takes out loans to continue gambling. Every loan they take out has a single goal: to enable the player to continue gambling.

Phase 2: Loss phase

During the next phase, the player can play only if they are able to borrow money. At the same time, they conceal these transactions if possible. This phase marks the start of the player’s slow yet steady alienation from their family and friends. Isolation is just around the corner. However, the player still believes that they will soon be able to repay their debts. A typical statement during this phase: ‘As soon as I’ve paid back my debts, I’ll stop gambling.’

Phase 3: The desperation phase

Ultimately, gambling becomes an all-day activity that begins to control the player’s whole life. This has a destructive effect on relationships, work and respect. The line between potentially problematic and compulsive behaviour is blurred. However, each phase does not necessarily lead to the next.

So, always play responsibly

What does 'play responsibly' mean? We believe you will have a more positive gaming experience if you know what type of player you are. This understanding is the key to ensuring that gaming continues to be fun.

Voluntary suspension

Follow these steps in order to voluntarily suspend yourself

Are you gambling more than you can afford? Is it causing difficulties for your family? Has your gambling caused problems for you at work? Or would you simply like to take a break from gambling but don’t know how? We offer advice and support in dealing with the procedure for a Switzerland-wide voluntary gambling suspension (see Art. 80, para 4 Swiss Federal Act on Gambling – GamblA).

You have two options for requesting a voluntary gambling suspension:

Contact our customer service. We will be happy to help you. You can contact us every day from 9.00 a.m. to midnight by calling 0800 002 728. Friday and Saturday we are available until 1.00 p.m. You can email us at [email protected]

You can also download a form from our website to request a voluntary gambling suspension in writing. You must send the completed request form 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, 30 KB)

Grand Casino Luzern

Information about Grand Casino Luzern

In addition to our online gambling site, we also have live game tables, roulette and slot machines at the Grand Casino Luzern. The Grand Casino Luzern team is also available to help you here. Please talk to the on-site staff. Our expert staff will be happy to provide information about the various offerings and are here to assist you.

Grand Casino Luzern AG Haldenstrasse 6 CH-6006 Lucerna Tel +41 (0)41 418 56 56 [email protected]

Hours: Grand Casino Luzern Open daily from 9 a.m. to 4 a.m.; Friday, Saturday and before holidays until 5 a.m. Table games Monday to Saturday from 4 p.m.; Sundays and holidays from 2 p.m.

Voluntary gambling suspensions at Grand Casino Luzern

You can also request a voluntarily gambling suspension at the Grand Casino Luzern. Simply talk to one of our on-site staff. All you need is a valid form of identification. We can also provide information about the conditions that must be met to terminate the suspension. We can also provide information about local services if you need independent third-party assistance – for example, KLICK – Fachstelle Sucht Region Luzern (addiction prevention) or Fachstelle für Schuldenfragen Luzern (debt management).