Frequently Asked
Questions

In compliance with Philippine gambling regulations, you must be at least 21 years old to register and play on casinogame. We take this seriously — all accounts go through age verification during the KYC process. Any account found to belong to a person under 21 will be immediately suspended and any remaining balance returned. If you are a parent or guardian, please use parental controls to prevent minors from accessing gambling sites.

Go to the casinogame Login page and click "Forgot Password." Enter the email address linked to your account and we will send you a password reset link. The link is valid for 30 minutes. If you do not see the email, check your spam or junk folder. If you still cannot access your account, contact our support team at [email protected] and we will assist you through a manual identity verification process.

casinogame requires Know Your Customer (KYC) verification before processing your first withdrawal. You will need to submit a clear photo or scan of one government-issued ID — a Philippine passport, SSS ID, PhilSys National ID, driver's license, or PRC ID are all accepted. You may also be asked for a selfie holding your ID and a proof of address (utility bill or bank statement dated within the last three months). Verification is typically completed within 24 to 48 hours on business days.

You can request account closure at any time by contacting our support team. Before closing, make sure to withdraw any remaining balance. If you are closing your account due to gambling concerns, we strongly recommend using our self-exclusion tool instead — it provides stronger protections and connects you with responsible gaming resources. Visit our Responsible Gaming page to learn more about your options.

casinogame supports the most popular Philippine payment methods for deposits: GCash, PayMaya (Maya), debit cards, and bank transfers via BPI, BDO, Metrobank, UnionBank, Landbank, PNB, and Security Bank. All transactions are processed in Philippine Peso (₱). Please note that credit card deposits for gambling are not accepted in compliance with current Philippine regulations.

The minimum deposit on casinogame varies by payment method. For GCash and PayMaya, the minimum is typically ₱100. For bank transfers, the minimum is usually ₱500 due to processing fees. These amounts may change during promotional periods. Always check the cashier section of your casinogame account for the most current limits before making a transaction.

Withdrawal processing times on casinogame depend on your chosen method. GCash and PayMaya withdrawals are typically processed within 1 to 4 hours after approval. Bank transfers to BPI, BDO, Metrobank, and other Philippine banks usually take 1 to 3 business days. Your first withdrawal may take slightly longer if your KYC verification is still pending. All withdrawals are sent to the same account or wallet used for your deposit.

First, wait at least 15 minutes — some transactions, especially bank transfers, take a little time to reflect. If your deposit still has not appeared after 30 minutes, check your GCash or bank app to confirm the transaction was successful and note the reference number. Then contact casinogame support at [email protected] with your account email, the transaction reference number, the amount, and the date and time of the transaction. Our team will investigate and resolve it promptly.

casinogame does not charge internal processing fees for standard withdrawals. However, your bank or e-wallet provider may apply their own transaction fees — for example, some banks charge a small fee for incoming transfers. GCash and PayMaya withdrawals are generally fee-free on the casinogame side. Always check your payment provider's terms for any applicable charges on their end.

The casinogame welcome bonus is automatically credited to your account after you complete registration and make your first qualifying deposit. Make sure your account is fully verified before depositing to avoid any delays. The bonus amount and percentage match depend on the current promotion — check the Promotions section of your casinogame account for the latest offer. Some bonuses may require a promo code entered during registration.

Wagering requirements (also called rollover or turnover) are the number of times you need to bet your bonus amount before you can withdraw it as real cash. For example, if you receive a ₱500 bonus with a 20x wagering requirement, you need to place a total of ₱10,000 in bets before the bonus converts to withdrawable funds. Different games contribute differently — slots typically count 100%, while live dealer games may count 10–20%. Always read the specific terms of each casinogame promotion carefully.

Bonuses on casinogame have an expiry period — typically 7 to 30 days depending on the promotion. If the wagering requirements are not completed within this window, the bonus and any winnings derived from it are forfeited automatically. Additionally, making a withdrawal before completing wagering requirements will cancel the active bonus. If you believe your bonus was removed in error, contact our support team with your account details and we will review the transaction history.

casinogame regularly runs a variety of promotions for Filipino players beyond the welcome bonus. These include reload bonuses on subsequent deposits, free spins on featured slot games, cashback offers on losses, referral bonuses for inviting friends, and seasonal promotions tied to Philippine holidays and events. Loyal players may also be invited to the casinogame VIP program, which offers enhanced rewards, faster withdrawals, and dedicated account management.

casinogame offers a wide selection of games designed for Filipino players. The lineup includes live dealer casino games (baccarat, roulette, blackjack, and more) through our Vivo Live platform, a full library of video slots accessible via the Slot section, exciting Bingo rooms, and arcade-style fishing games like Dragon Fishing 2. New games are added regularly, so there is always something fresh to try.

Yes. All slot and RNG-based games on casinogame use certified Random Number Generator (RNG) technology, which ensures that every spin, card draw, or dice roll is completely independent and unpredictable. Our live dealer games are streamed in real time from professional studios with physical cards and equipment, providing full transparency. casinogame is committed to fair play and operates under applicable gaming regulations.

Many slot games on casinogame offer a demo or free-play mode that lets you experience the game mechanics without risking real money. This is a great way to get familiar with a new slot's features, paylines, and bonus rounds before committing real peso. Note that live dealer games and bingo rooms typically require a real-money bet to participate, as they involve real-time interaction with dealers and other players.

If your internet connection drops during a game, casinogame's system will attempt to complete the round based on the game's last known state. For live dealer games, the round will continue without your input and the result will be recorded. For slots, any spin already initiated will be completed. When you reconnect and log back in, you can check your transaction history to see the outcome. If you believe a disconnection caused an error in your balance, contact support with the game name and approximate time.

casinogame uses industry-standard SSL (Secure Socket Layer) encryption to protect all data transmitted between your device and our servers. Your personal information, payment details, and account activity are stored securely and never shared with unauthorized third parties. We follow strict data protection practices in line with the Philippine Data Privacy Act. For full details on how we handle your information, please review our Privacy Policy.

Yes. casinogame strongly recommends enabling two-factor authentication (2FA) on your account for an extra layer of security. Once enabled, you will need to enter a one-time code sent to your registered mobile number or email address every time you log in from a new device. You can activate 2FA from the Security section of your account settings. This is especially important if you use casinogame on shared devices or public Wi-Fi networks.

Act immediately. Change your password right away via the casinogame Login page using the "Forgot Password" option. Then contact our support team at [email protected] to report the suspected unauthorized access. We can temporarily freeze your account while we investigate. Do not share your password, OTP codes, or account details with anyone — casinogame staff will never ask for your password.

Log in to your casinogame account and go to Account Settings, then select the Responsible Gaming tab. From there you can set daily, weekly, or monthly deposit limits in Philippine Peso. Limits take effect immediately. You can decrease your limit at any time, but increasing it requires a 24-hour waiting period — this is intentional and designed to protect you. For more details, visit our Responsible Gaming page.

Self-exclusion allows you to permanently or indefinitely block access to your casinogame account. Once activated, you cannot log in, deposit, or place bets for a minimum of 6 months. Self-exclusion cannot be reversed during this period. Any remaining balance will be returned to your registered payment method. To activate self-exclusion, go to Account Settings > Responsible Gaming, or contact our support team directly. Gambling is addictive. Know when to stop.

If you or someone you know is struggling with problem gambling, help is available. casinogame's responsible gaming support team is available 24/7 at [email protected]. You can also reach out to Gamblers Anonymous Philippines, which holds meetings in Metro Manila, Cebu, and Davao. PAGCOR also provides responsible gaming resources and guidance. Remember: seeking help is a sign of strength. Visit our Responsible Gaming page for a full list of tools and resources.

Yes. casinogame offers a cool-off period feature that lets you temporarily suspend your account for anywhere between 24 hours and 6 weeks. During a cool-off, you cannot log in or place bets, but your account remains intact and your balance is preserved. This is a great option if you feel like you need a short reset. You can activate a cool-off from the Responsible Gaming section of your account settings.