Voluntary exclusion

Are you playing more than you can afford? Is it causing difficulties for your family? Has your gaming caused problems for you at work? Or would you simply like to take a break from gaming but don’t know how? We can advise and support you if you are interested in voluntarily excluding yourself from gaming throughout Switzerland (see Article 80, Section 5 Swiss Federal Act on Gambling).

How does voluntary exclusion work?

Voluntary exclusion applies indefinitely. It applies throughout Switzerland in all concessionary bricks-and-mortar casinos and online casinos. It also applies to the online platforms of Swisslos and Loterie Romande.

Lifting an exclusion – whether voluntary or involuntary – is a complex process and subject to strict legal regulation. Find out how the exclusion can be lifted in the "Request to have an exclusion lifted" section.

There are two ways to request voluntary exclusion

Voluntary exclusion via mycasino customer service

Contact our Customer Service. We will be happy to help you. We are here for you every day between 9 a.m. and midnight (or until 1 a.m. on Fridays and Saturdays). Call us on 0800 002 728 or email us at customerservice@mycasino.ch.

Voluntary exclusion by post or email

Download the Voluntary exclusion request form and email it to us, along with a copy of a valid official identity document (passport, ID card, Swiss residence permit or Swiss driving licence). Alternatively, post your request and the copy of your document to the following address:

Grand Casino Luzern
Customer Care
Haldenstrasse 6
6006 Lucerne
Switzerland