filgame FAQ

KYC stands for Know Your Customer. filgame requires KYC verification to confirm your identity, verify that you are 21 years or older, and comply with anti-money laundering (AML) regulations applicable in the Philippines. To complete KYC, you'll need to submit a clear photo of a valid government-issued ID (such as a Philippine passport, driver's license, SSS/UMID card, or PhilSys ID) and a selfie holding the ID. KYC is required before your first withdrawal can be processed. The process typically takes 24 to 48 hours on business days.

No. filgame strictly allows only one account per player. Creating multiple accounts — whether using different email addresses, mobile numbers, or payment methods — is a violation of filgame's Terms & Conditions and may result in the permanent suspension of all associated accounts and forfeiture of any balances. If you've forgotten your login details, use the password reset function or contact filgame support for assistance.

On the filgame Login page, click the "Forgot Password" link. Enter the email address registered to your filgame account and we'll send you a password reset link. Check your inbox — and your spam folder if you don't see it within a few minutes. The reset link is valid for 30 minutes. If you're still having trouble, contact filgame support and our team will assist you in verifying your identity and restoring access to your account.

Some account details — such as your registered name and date of birth — cannot be changed after KYC verification, as they are tied to your verified identity. For other details like your contact number or email address, log in to your filgame account and go to Account Settings. Changes to sensitive details may require additional verification. Contact filgame support if you need help updating your information.

filgame supports a wide range of payment methods popular with Filipino players:

• E-wallets: GCash, PayMaya
• Online banking: BPI, BDO, Metrobank
• Other local payment channels as listed in the filgame cashier

All transactions are processed in Philippine Peso (₱ PHP). filgame does not currently accept cryptocurrency deposits.

The minimum deposit at filgame varies by payment method. For GCash and PayMaya, the minimum deposit is typically ₱100. For bank transfers via BPI, BDO, or Metrobank, the minimum may be higher. Check the filgame cashier for the current minimum and maximum deposit limits for each payment method. filgame reserves the right to update these limits from time to time.

Deposits via GCash and PayMaya are typically credited to your filgame account instantly or within a few minutes. Bank transfers may take longer depending on your bank's processing times — usually within the same business day for transfers made during banking hours. If your deposit has not reflected after 30 minutes, please contact filgame support with your transaction reference number and we'll look into it right away.

filgame does not charge fees on deposits. However, your payment provider (GCash, PayMaya, or your bank) may apply their own transaction fees. We recommend checking with your payment provider before making a deposit. Any fees charged by third-party payment providers are outside filgame's control and are the responsibility of the player.

filgame processes withdrawal requests as quickly as possible. GCash and PayMaya withdrawals are typically completed within 1 to 3 business hours after approval. Bank transfers to BPI, BDO, or Metrobank usually take 1 to 3 business days. Withdrawal processing times may be longer during peak periods or if additional verification is required. Your KYC must be fully verified before any withdrawal can be processed.

The minimum withdrawal at filgame is ₱200 for GCash and PayMaya. For bank transfers, the minimum withdrawal amount may be higher. Please check the filgame cashier for the latest withdrawal limits. Note that bonus funds may have wagering requirements that must be met before they can be withdrawn — check the specific bonus terms for details.

Common reasons for a delayed withdrawal include:

• KYC verification has not been completed;
• The withdrawal amount includes bonus funds with unmet wagering requirements;
• Additional security verification is required for large withdrawals;
• The withdrawal was submitted outside of banking hours for bank transfer methods;
• A technical issue with the payment provider.

If your withdrawal has been pending for more than 24 hours, contact filgame support with your withdrawal reference number.

filgame offers a range of bonuses and promotions for Filipino players, including welcome bonuses for new registrations, reload bonuses for existing players, free spins on selected slot games, cashback offers, and seasonal promotions tied to Philippine holidays and events. All bonuses are subject to filgame's bonus terms and wagering requirements. Check the Promotions section of the filgame platform for the latest available offers.

Wagering requirements (also called playthrough requirements) specify how many times you need to bet your bonus amount before it can be withdrawn as real cash. For example, if filgame gives you 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 may contribute differently toward wagering — slots typically contribute 100%, while table games may contribute less. Always read the specific bonus terms on filgame before claiming any offer.

No. Bonus funds and any winnings generated from bonus funds cannot be withdrawn until the applicable wagering requirements have been fully met. If you request a withdrawal before completing the wagering requirements, filgame will remove the bonus and any associated winnings from your account. Your real-money balance (deposits not tied to a bonus) can generally be withdrawn at any time, subject to standard verification requirements.

filgame offers a wide variety of games designed for Filipino players, including:

• Slots — hundreds of titles from leading providers, including jackpot slots;
• Bingo — classic and themed bingo rooms with real-time play;
• Royal Fishing — immersive fishing arcade games with real-money prizes;
• Jackpot games — progressive jackpot titles with life-changing prize pools;
• Live Casino — live dealer games including baccarat, roulette, and blackjack.

New games are added regularly. Browse the full game library after logging in to your filgame account.

Yes. All games on the filgame platform use certified Random Number Generator (RNG) technology to ensure fair and unpredictable outcomes on every spin, hand, or draw. filgame works with reputable game providers whose titles are independently tested and certified for fairness. Live dealer games are streamed in real time from professional studios, providing full transparency of every deal and spin.

Absolutely. filgame is fully optimized for mobile play. You can access the entire filgame game library directly through your mobile browser on Android or iOS — no app download required. The filgame platform is built with a responsive design that adapts to your screen size, so whether you're playing on a smartphone in Quezon City or a tablet in Cebu, the experience is smooth and enjoyable.

filgame takes the security of your account and personal data seriously. The platform uses SSL encryption to protect all data transmitted between your device and filgame's servers. Your financial information is handled through secure, PCI-compliant payment processors. filgame also employs two-factor authentication (2FA) as an optional but strongly recommended security layer for your account. We recommend enabling 2FA and using a strong, unique password for your filgame account.

filgame collects and processes your personal data in accordance with our Privacy Policy. Your data is used solely for account management, identity verification, payment processing, and improving your filgame experience. We do not sell your personal data to third parties. For full details on how filgame handles your data, please review our Privacy Policy.

If you suspect that someone has accessed your filgame account without your permission, take these steps immediately:

• Change your filgame password right away via Account Settings;
• Enable two-factor authentication if you haven't already;
• Contact filgame support immediately to report the suspected breach — our team can temporarily lock your account while the issue is investigated;
• Check your registered email for any unauthorized activity notifications.

filgame will never ask for your password via email, chat, or phone. Do not share your login credentials with anyone.

filgame provides a full suite of responsible gaming tools to help you stay in control:

• Deposit limits — set daily, weekly, or monthly caps on how much you can deposit;
• Loss limits — define the maximum amount you're comfortable losing in a set period;
• Session time reminders — get notified when you've been playing for a set duration;
• Cool-off periods — take a short break of 24 hours, 7 days, or 30 days;
• Self-exclusion — suspend your account for a minimum of 6 months or permanently.

All tools are accessible in the Responsible Gaming section of your filgame account settings. For more information, visit our Responsible Gaming page.

To self-exclude, log in to your filgame account and navigate to Account Settings > Responsible Gaming > Self-Exclusion. Choose your preferred exclusion period — minimum 6 months, or permanent. Once activated, your account will be suspended immediately and you will not be able to log in or place wagers for the duration of the exclusion. You can also contact filgame support 24/7 to request self-exclusion on your behalf. filgame takes self-exclusion requests seriously and processes them without delay.

No. filgame strictly enforces the 21+ age requirement in compliance with Philippine gaming regulations. Players must be at least 21 years of age to register and play. Age verification is conducted as part of the KYC process. Any account found to belong to a player under 21 will be immediately closed and any funds returned. If you are concerned about underage access, please contact filgame support immediately. For additional guidance, PAGCOR provides responsible gaming resources for the Philippine market.

filgame's customer support team is available 24 hours a day, 7 days a week. You can reach us through the live chat feature available on the filgame platform after logging in. You can also send an email to our support team — the address is listed in the Contact section of the filgame website. Our support team is fluent in English and Filipino, so feel free to reach out in whichever language you're most comfortable with.

To help filgame support resolve your issue as quickly as possible, please have the following ready:

• Your registered filgame username or email address;
• A clear description of the issue you're experiencing;
• Any relevant transaction reference numbers (for deposit or withdrawal issues);
• Screenshots of any error messages, if applicable.

The more detail you provide upfront, the faster our team can assist you.

Yes. If you have a complaint about filgame's services, please contact our support team in the first instance. We aim to resolve all complaints within 5 business days. If you are not satisfied with the resolution provided by filgame support, you may escalate your complaint through the formal dispute resolution process outlined in our Terms & Conditions. filgame is committed to fair and transparent handling of all player complaints.