Frequently Asked
Questions

KYC stands for Know Your Customer. It's a standard identity verification process required by gaming regulations in the Philippines. jilivo uses KYC to confirm that you are who you say you are, that you are at least 21 years old, and that your account is protected from unauthorized access. To complete KYC, you'll need to upload a clear photo of a valid government-issued ID — accepted documents include your PhilSys National ID, passport, driver's license, SSS ID, or UMID card. You'll also need to submit a selfie holding your ID. Most KYC verifications are processed within 24 hours. You cannot make withdrawals until KY C is complete.

No. jilivo strictly enforces a one-account-per-person policy. Creating multiple accounts — whether using different email addresses, phone numbers, or payment methods — is a violation of jilivo's Terms & Conditions and may result in the permanent suspension of all associated accounts and forfeiture of any balances. If you've lost access to your original account, please contact our support team to recover it rather than creating a new one.

On the jilivo login page, click the "Forgot Password?" link below the password field. Enter the email address registered to your account and click Submit. You'll receive a password reset link within a few minutes — check your spam or junk folder if it doesn't appear in your inbox. Click the link, enter your new password twice to confirm, and save. For security, jilivo password reset links expire after 30 minutes. If yours has expired, simply request a new one.

Some account details — like your registered name and date of birth — cannot be changed after KYC verification, as they are tied to your verified identity. For other details such as your email address, mobile number, or home address, log in to your jilivo account, go to Account Settings, and navigate to the Personal Details section. Some changes may require re-verification for security purposes. If you need help updating your information, contact our support team via live chat.

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

• E-wallets: GCash, PayMaya (Maya)
• Online banking: BPI Online, BDO Online, Metrobank Online
• Over-the-counter: 7-Eleven (Cliqq), Cebuana Lhuillier, M Lhuillier
• Cryptocurrency: Selected crypto options may be available — check the cashier for current options

All transactions are processed in Philippine Peso (₱). Available methods may vary depending on your location and account status.

The minimum deposit at jilivo is ₱100 for most payment methods including GCash and PayMaya. Some payment channels such as bank transfers may have a higher minimum of ₱500. There is no maximum deposit limit by default, though your personal deposit limits (if set) will apply. We recommend starting with a comfortable amount and using jilivo's deposit limit tools to manage your spending from day one.

Most deposits at jilivo are credited instantly or within a few minutes:

• GCash / PayMaya: Instant (usually under 2 minutes)
• Online banking (BPI, BDO, Metrobank): 5–30 minutes
• Over-the-counter payments: Up to 2 hours after payment confirmation

If your deposit hasn't appeared after the expected timeframe, check that the transaction was completed on your payment provider's end, then contact jilivo support with your transaction reference number.

To withdraw from jilivo, log in to your account and go to the Cashier section, then select Withdraw. Choose your preferred withdrawal method — GCash is the most popular option among Filipino players for its speed. Enter the amount you wish to withdraw (minimum ₱200 for most methods) and confirm. Before your first withdrawal, you must complete KYC verification. Withdrawal processing times are:

• GCash / PayMaya: Within 1–4 hours
• Bank transfer (BPI, BDO, Metrobank): 1–3 business days

Withdrawals are only processed to accounts or wallets registered in your own name — third-party withdrawals are not permitted.

jilivo does not charge fees on standard deposits or withdrawals. However, your payment provider (e.g., your bank or GCash) may apply their own transaction fees, which are outside jilivo's control. Always check with your payment provider for their current fee schedule. For large withdrawals, jilivo may request additional identity verification as a security measure before processing.

jilivo offers a welcome bonus for new players on their first deposit. The exact bonus amount and structure may vary — check the Promotions page after logging in for the current offer. Welcome bonuses at jilivo are typically a percentage match on your first deposit, credited as bonus funds to your account. To qualify, you must have completed registration, verified your email, and made your first real-money deposit. Welcome bonuses are available to players aged 21 and above only.

Wagering requirements (also called playthrough requirements) specify how many times you need to wager your bonus amount before you can withdraw any winnings derived from it. 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 cash. Not all games contribute equally — slots typically contribute 100%, while table games like baccarat or roulette may contribute less. Always read the specific terms attached to each jilivo promotion before claiming.

No. Bonus funds cannot be withdrawn until the associated wagering requirements have been fully met. If you request a withdrawal before completing the wagering requirements, jilivo will forfeit the bonus and any winnings generated from it — only your original real-money balance will be returned. If you'd prefer not to accept a bonus, you can opt out before claiming it. Contact support if you need help declining a bonus that has already been credited to your account.

Yes. jilivo regularly runs promotions for existing players including reload bonuses, cashback offers, free spins on selected slot games, and special event promotions tied to Philippine holidays and major sporting events like PBA playoffs, NBA Finals, and international boxing matches. Log in to your jilivo account and visit the Promotions section to see all currently active offers. You can also opt in to jilivo's email and SMS notifications to be the first to know about new deals.

jilivo offers a wide variety of games to suit every type of player:

• Live Casino: Live baccarat, roulette, blackjack, and game shows with real dealers
• Slot Games: Hundreds of video slots from leading providers with various themes and jackpots
• Bingo: Online bingo rooms with multiple ticket options and chat features
• Teen Patti: The popular South Asian card game, available in multiple variants
• Sports Betting: Tennis, basketball (PBA & NBA), boxing, UFC, football, and more

New games are added regularly — check the jilivo lobby for the latest additions.

Yes. All jilivo slot and RNG-based games use certified Random Number Generator (RNG) technology, which ensures that every spin, card deal, or dice roll is completely random and independent of previous results. Our RNG systems are regularly tested and certified by independent third-party auditors. Live casino games use real physical equipment (cards, roulette wheels) operated by trained dealers, streamed in real time — so the outcomes are determined by genuine physical randomness, not software.

Absolutely. jilivo is fully optimized for mobile play. The platform works smoothly on Android and iOS devices through your mobile browser — no app download required. Simply visit the jilivo website on your phone's browser, log in, and start playing. The mobile interface automatically adjusts to your screen size. For the best experience, use a stable Wi-Fi or 4G/5G connection, especially for live casino games which require a consistent stream.

Bet limits vary by game type and specific title. As a general guide:

• Slot games: Minimum bets typically start from ₱1 per spin
• Live baccarat: Minimum ₱50 per hand, with VIP tables offering higher limits
• Sports betting: Minimum ₱20 per bet slip
• Bingo: Tickets from ₱10 each
• Teen Patti: Minimum ₱10 per round

Maximum bet limits are displayed within each game. VIP players may have access to higher table limits — contact support for details.

The minimum age to play at jilivo is 21 years old, in line with Philippine law governing online gaming. This is strictly enforced through our KYC identity verification process. Any account found to belong to a person under 21 will be immediately suspended and all funds returned. jilivo takes its age restriction obligations seriously — if you suspect a minor is using the platform, please contact our support team immediately.

Log in to your jilivo account and go to Account Settings, then select the Responsible Gaming tab. From there you can set daily, weekly, or monthly deposit limits. Once a limit is set, it takes effect immediately. Decreasing a limit is instant, but increasing a limit requires a 24-hour cooling-off period before it takes effect — this is intentional, to protect you from impulsive decisions. We strongly encourage all jilivo players to set deposit limits as part of a healthy gaming routine.

If you feel your gambling is becoming a problem, jilivo's self-exclusion tool lets you block yourself from the platform for a set period — from 6 months up to permanent exclusion. To activate self-exclusion, go to Account Settings > Responsible Gaming > Self-Exclusion, choose your preferred duration, and confirm. You can also contact our 24/7 support team via live chat to request immediate self-exclusion. Once activated, self-exclusion cannot be reversed during the chosen period. For additional support, visit our Responsible Gaming page.

Several organizations in the Philippines offer free, confidential support for problem gamblers and their families:

• National Center for Mental Health (NCMH): Crisis hotline 1553 (Luzon toll-free)
• Gamblers Anonymous Philippines: Regular meetings in Manila, Cebu, and Davao
• In Touch Community Services: Free counseling and crisis intervention
• DOH Mental Health Program: Community-based mental health services nationwide
• PAGCOR Responsible Gaming: The Philippine Amusement and Gaming Corporation's player protection program

You are not alone. Reaching out is a sign of strength, not weakness.

If you're having trouble logging in, try these steps in order:

1. Double-check that you're using the correct email address and password. Passwords are case-sensitive.
2. Clear your browser's cache and cookies, then try again.
3. Try a different browser or device.
4. Use the "Forgot Password?" link to reset your password.
5. Check if your account has been temporarily locked due to multiple failed login attempts — it will unlock automatically after 30 minutes.

If none of these steps work, contact jilivo support via live chat with your registered email address and we'll resolve it quickly.

jilivo's gaming platform automatically saves the state of your game session. If a game freezes or your connection drops mid-round, simply refresh the page or reopen the game — it will resume from where it left off in most cases. If a bet was placed but the round did not complete due to a technical error on jilivo's end, the bet will be voided and your stake returned. If you believe a bet was incorrectly settled, contact support with the game name, date, time, and approximate bet amount and we'll investigate.

jilivo offers 24/7 customer support through the following channels:

• Live Chat: Available directly on the jilivo platform — the fastest way to get help
• Email: [email protected] — for non-urgent queries, expect a response within 24 hours

When contacting support, please have your registered email address and account username ready to speed up the process. For urgent matters like self-exclusion requests or suspected unauthorized account access, use live chat for the fastest response.

Yes. jilivo uses industry-standard SSL (Secure Socket Layer) encryption to protect all data transmitted between your device and our servers. Your personal and financial information is stored securely and never shared with unauthorized third parties. We also recommend that players enable two-factor authentication (2FA) on their accounts for an extra layer of security. Never share your jilivo password with anyone — our support team will never ask for your password.