User Terms and Conditions

These Terms and Conditions describe the rules that apply when you use Lugano. They set out the relationship between us and our users, explain account responsibilities, and describe how promotions, payments, and disputes are handled. By accessing our platform you agree to comply with these terms and any additional rules published for specific products or promotions.

Account responsibilities

You are responsible for keeping your account details accurate and secure. Only one account per person is permitted unless we agree otherwise. Do not share login details or allow others to access your account. If you suspect unauthorized access, notify us immediately at [email protected]. We may suspend or close accounts where security is compromised or where activity appears fraudulent or abusive.

Verification and limits

We may require you to verify your identity, address, or payment methods before allowing deposits, placing bets, or processing withdrawals. During verification we may limit account activity. Failure to provide requested documents may result in restrictions or account closure.

Eligibility requirements

To use Lugano you must meet our eligibility criteria. You must be at least 18 years old and not subject to any gambling exclusion, ban, or limitation. You must be legally permitted to participate in gambling where you are located. We reserve the right to refuse registration or close accounts if eligibility cannot be confirmed.

Acceptable platform use

Use the platform only for lawful, private gambling activity. Prohibited behaviour includes cheating, using automated software, manipulating games, colluding with other players, money laundering, and fraudulent chargebacks. Account sharing, multiple-account abuse, and exploitation of errors are not allowed. Breaches may lead to account suspension, confiscation of funds, and referral to authorities where appropriate.

General bonus and promotion rules

All bonuses and promotions are subject to separate terms and conditions that are published with each offer. Promotional funds may carry wagering requirements, game restrictions, and validity periods as stated in the relevant promotion rules. We reserve the right to modify or withdraw promotions at any time and to suspend accounts where abuse or irregular activity is suspected. Unless a promotion states otherwise, only one bonus per person, household, or IP address will apply.

Deposits and withdrawals

We accept payments in CHF and EUR where supported by our payment partners. Available deposit and withdrawal methods are listed in your account. Withdrawals are paid to verified accounts and may be subject to checks and limits.

Processing and fees

Processing times and any applicable fees depend on the chosen payment method and third-party providers. We are not responsible for charges applied by banks or payment processors. Where applicable, on-site or cashier redemption options may be available for certain transactions.

Dispute resolution

If you have a dispute, please contact our support team at [email protected] so we can review your case. We will investigate and respond in a timely manner. If you remain dissatisfied after our review, you may seek independent advice. We aim to resolve issues fairly and promptly, and our final determination will be recorded in writing.

Updates to terms and conditions

We may update these terms from time to time. Changes are effective when posted on the site. Where changes are material, we will make reasonable efforts to notify active account holders. Continued use after a change constitutes acceptance of the updated terms, so please review this page regularly.