Responsible Gambling Policy

At Lugano we take responsible gambling seriously. We want all players to enjoy controlled, safe play and to have clear options when gambling stops being fun. This page explains the principles we follow, the control measures available, how to limit activity, and where to turn for professional help.

Player protection principles

We prioritise player safety and transparency. We promote balanced play, protect vulnerable customers, and respond quickly to requests for limits or account restrictions. Our staff are trained to recognise signs of problem gambling and to provide discreet assistance when needed.

Activity-control tools

If you feel you need to manage your play, contact our support team and we will help set suitable safeguards. Available measures include setting deposit or loss limits, applying time-outs, arranging account breaks, and facilitating self-exclusion. These options are designed to reduce risk and give you control over your activity.

Deposit limits

You can apply daily, weekly, or monthly deposit limits to control how much you fund your account. Limits can be increased or decreased on request, but increases may be subject to a waiting period to prevent impulse changes. For assistance, contact support via [email protected].

Loss limits

Loss limits help you cap net losses over a chosen period. We can apply short-term or longer-term loss limits on your account at your request. If you reach a limit, play will be restricted until limits are reviewed or adjusted according to our process.

Time limits and short breaks

Time limits and session reminders are practical ways to manage play duration. You can request session reminders, short time-outs, or longer account breaks. Time-outs are reversible after the agreed period; self-exclusion is a more permanent measure and requires direct contact with our team.

Self-exclusion

Self-exclusion prevents access to your account for a set period or indefinitely. Under relevant guidance, exclusions can be temporary (minimum 3 months) or indefinite. To self-exclude, contact our support team or ask a staff member for assistance. We will confirm the exclusion in writing and outline the next steps.

Signs of problematic behaviour

Look out for warning signs such as: increased time spent gambling, chasing losses, borrowing to gamble, hiding activity, changes in mood or sleep, and neglecting daily responsibilities. If you or someone close to you shows these signs, consider using the control tools above and seek help.

Tips for maintaining control

Set clear budgets before you play, use deposit and loss limits, take regular breaks, never chase losses, and avoid gambling when stressed or tired. Share your limits with a trusted friend and keep payment methods under control to reduce temptation.

Professional help and support organisations

If you need professional support, organisations listed in our resources include Safezone, Ingrado/GAT-P and Caritas Ticino. You can also call the toll-free line 0800 040 080 or helpline 143 for immediate assistance. For help with account controls at Lugano, contact [email protected] or use the contact details on our site.