Case Study
swisscasinos.ch Streamlines Player Onboarding with Jumio
Automated identity verification delivers faster onboarding, lower fraud, and always-on player support
Swiss Casinos is the leading casino group in Switzerland and is wholly Swiss-owned. Swiss Casinos is based exclusively in Switzerland. The group’s operations include land-based casinos in Pfäffikon, St. Gallen, Winterthur and Zurich, the online casino swisscasinos.ch and the GEORGE Bar & Grill in Zurich.
In an industry defined by strict regulation and high player expectations, Swiss Casinos stands out through its unwavering focus on customer experience.
“Our strategy from the beginning was to differentiate from competitors through 24/7/365 customer support,” said Raphael Grossenbacher, head of customer support at Swiss Casinos. “We aim to deliver the highest standards of support so that players don’t just enjoy our games — they feel taken care of, any time of day.”
Challenge: Compliance and Experience at Scale
Launching an online casino in Switzerland required Swiss Casinos to meet some of the world’s most rigorous know your customer (KYC) and anti-money laundering (AML) standards. Every player must be verified before being allowed to play — without creating unnecessary friction or drop-off during onboarding.
The casino needed a partner that could automate ID verification, meet regulatory requirements, and support its around-the-clock service model.
Solutions: Jumio ID Verification and Doc Proof
Jumio has been Swiss Casinos’ eKYC provider since Day 1. Jumio’s proven experience in the European gaming sector, integration with Playtech, and local market knowledge made it the ideal partner to deliver a secure, automated onboarding flow.
Using Jumio’s AI-powered technology, Swiss Casinos can instantly extract data from player IDs and secondary documents and confirm their authenticity in real time. This dramatically reduces manual work and shortens the time from registration to gameplay.
Jumio’s automated process ensures compliance with Swiss regulations while helping players get started faster — no delays, no repeated data entry, and minimal support requests.
Jumio helps us maintain the trust and efficiency that define our brand. It’s a partnership that allows us to focus on what matters most – providing a secure and enjoyable experience for every player.”
Results: Fast, Secure, and Seamless Player Onboarding
Since deploying Jumio’s solutions in 2020, Swiss Casinos has achieved:
- Fully automated player onboarding with minimal manual intervention
- Faster verification times and lower drop-off rates
- Reliable, stable operations supporting 24/7 player access
- Reduced fraud and stronger compliance confidence
- Higher customer satisfaction, driven by faster access and seamless experiences
Impact: Supporting 24/7 Gaming Excellence
Jumio’s always-on support complements Swiss Casinos’ 24/7 service model — ensuring that both security and customer care run at peak performance. The casino’s team now operates with confidence, knowing that player verification is automated, compliant, and continuously optimized.
Looking Ahead
As the Swiss online gaming market continues to grow, Swiss Casinos and Jumio are demonstrating how automation and identity intelligence can deliver both compliance and customer satisfaction.
By integrating Jumio’s identity verification into its digital platform, Swiss Casinos continues to set the standard for secure, seamless, and always-available online gaming in Switzerland.
Jumio’s automated onboarding process gives us the speed and reliability we need to operate smoothly, even during peak traffic. It integrates perfectly with Playtech, ensuring that player verification never becomes a bottleneck.”
See how our clients are growing their businesses with Jumio.
Jumio's impact was multifold. Jumio has drastically reduced our verification queues and the time our customers have to wait for their requests to be processed, with more than 80% of our customers now being automatically verified. Lastly, Jumio has had a massive impact on reducing potential fraud.”
We ran a detailed analysis and determined that one of the reasons was the need for tools such as Jumio, which are necessary to streamline the platform and provide better usability."
As our customer database grew, we wanted to add an extra layer to our KYC process in order to drastically improve the customer journey and store data in a safe environment.”