18jll | Frequently Asked Questions

Go to the Register page and fill in your full name, Philippine mobile number, email address, date of birth, and a password. After submitting, verify your mobile number via OTP. Your account is active immediately after verification. Registration is free and there's no fee for opening an account. You can also download the 18jll app and register directly from there.

No. Each person is only allowed one account on 18jll. Creating multiple accounts with the same identity details is a violation of the terms and can result in all accounts being suspended and balances forfeited. If you've accidentally created a duplicate account, contact support via live chat to resolve it before attempting to deposit or play.

KYC stands for Know Your Customer — it's an identity verification process required before your first withdrawal. You'll need to submit a valid Philippine government-issued ID (such as a PhilSys card, driver's license, or passport) and a selfie. This verifies your age and identity and protects your account from unauthorised access. KYC is not required just to register or play — only before withdrawing funds.

Contact 18jll support via live chat to request a mobile number or email change. For security reasons, these changes require identity verification before they're applied. If you still have access to your current registered number or email, the process is straightforward. If your old number is already inactive, the support team will guide you through the recovery steps using your KYC details.

18jll supports deposits and withdrawals via GCash, Maya, Philippine online banking, and local bank transfers. All transactions are processed in Philippine Peso (PHP). Credit cards and cryptocurrency are not accepted as payment methods for betting deposits or withdrawals on 18jll.

Deposits made via GCash or Maya typically appear in your 18jll account within a few minutes. Bank transfers may take longer depending on your bank's processing schedule — usually within a few hours during banking hours. If your deposit hasn't appeared after a reasonable wait, contact support via live chat with your transaction reference number.

Log in to your account, go to the withdrawal section in your dashboard, enter the amount and your preferred withdrawal method (GCash, Maya, or bank account), and confirm. Your first withdrawal requires completed KYC verification. Subsequent withdrawals are faster once your identity is verified. Withdrawal timelines vary by method — GCash and Maya are generally processed faster than bank transfers.

Minimum deposit and withdrawal amounts are shown inside your account at the time of the transaction. These can vary depending on the payment method selected. Check the deposit or withdrawal screen in your dashboard for the current minimums applicable to your chosen method.

First, allow a reasonable amount of time for the payment to process — especially for bank transfers. If the credit still hasn't arrived, take a screenshot of your payment confirmation showing the reference number, amount, date, and time. Contact 18jll support via live chat and provide this information. The team will trace the transaction and resolve it.

18jll offers slots, live casino (Baccarat, Roulette, Blackjack, and others), sports betting (PBA, NBA, volleyball, boxing, esports, international football), eBingo, and online poker. All games are accessible from a single account on both browser and the 18jll app. See the Slots page and Betting page for more details on specific categories.

Yes. The sportsbook on 18jll supports in-play betting, which lets you place bets while a match is in progress. Available sports include PBA, NBA, football, boxing, volleyball, and esports events. Check the Betting page to see what's currently available for live betting.

All slot titles on 18jll use certified Random Number Generator (RNG) technology. Each spin result is independent of previous spins — no pattern or strategy can predict or influence outcomes. The Return to Player (RTP) percentage for individual slot games is usually available in the game's information or paytable screen. Visit the Slots page to browse the available titles.

Demo play availability depends on the specific game and provider. Some slot titles offer a demo mode accessible from the game lobby without real money wagering. Check the game lobby after logging in to see which titles have a demo option available. Live casino tables and sports betting require a funded account.

eBingo is an online version of bingo where players purchase virtual cards and numbers are drawn electronically. It's a popular game format among Filipino players and is available on 18jll as part of the platform's game selection. Games run on scheduled draws and you can participate with a funded account from your browser or the app.

Check that your Philippine mobile number is entered correctly and that your phone has signal. Wait 30 seconds and try requesting a new OTP. If it still doesn't arrive, confirm your SIM isn't in roaming mode or blocked from receiving SMS. If the issue continues, contact 18jll support via live chat with your registered mobile number. For login issues, also visit the Login page for troubleshooting steps.

No. 18jll support will never ask you for your account password or OTP code via chat, SMS, or email. If you receive any message claiming to be from 18jll and asking for these details, do not respond — it is not genuine. Report it to the real support team via live chat immediately. Keep your credentials private and never share them with anyone.

Contact 18jll support via live chat immediately. Ask them to lock your account while the situation is investigated. Change your password as soon as possible. Review your recent transaction history for any unauthorised activity. Going forward, avoid logging in on shared or public devices and use a strong unique password for your 18jll account.

Yes. All connections to 18jll — both on browser and through the app — use SSL/TLS encryption, which protects your data in transit. The platform supports OTP verification for new device logins, and KYC verification before withdrawals adds another layer of protection for your funds. Download the official app only from the link on the App page to ensure you're using the genuine 18jll application.

New accounts may be eligible for welcome offers when they are available. The specific terms, amounts, and eligibility requirements of any active promotion are listed on the Promotions page. 18jll does not publish promotional details here to avoid displaying outdated information — always check the Promotions page for current offers.

Every registered 18jll account is automatically enrolled in the VIP programme. As you play, you accumulate tier progress. Higher tiers unlock benefits such as priority withdrawals, personalised offers, and dedicated account management. The full breakdown of tiers and what each level offers is on the VIP page.

Bonuses have eligibility criteria — some require a minimum deposit amount, a specific game type, or opt-in before qualifying. Check the Promotions page for terms and conditions on current offers. If you met all requirements and still haven't received a bonus, contact support via live chat with details of the promotion and your deposit.

Log in to your 18jll account and go to your account settings. In the responsible gaming section, you can set a daily, weekly, or monthly deposit limit in PHP. Once set, the limit takes effect immediately. Reducing a limit applies right away; increasing a limit requires a cooling-off period before taking effect. More details on the Responsible Gaming page.

Self-exclusion locks your 18jll account for a chosen period — from 6 months up to 5 years. During exclusion, you cannot log in, deposit, or wager. You can activate self-exclusion directly from your account settings without contacting support first. It takes effect immediately and cannot be reversed before the selected end date. Any remaining balance can be withdrawn before the lock is applied.

The first step is to use the tools inside your account: set a deposit or loss limit, activate session time reminders, or take a cooling-off period of 24 hours, 7 days, or 30 days. If you feel you need a longer break, self-exclusion is available. For a full overview of all responsible gaming tools on 18jll, visit the Responsible Gaming page. Online gaming involves financial risk — play within your means and treat it as entertainment.

You cannot directly change the settings on another person's account. However, if you're concerned about a family member or someone close to you, contact 18jll support via live chat and explain the situation. The support team can advise on what steps are available and will treat the matter seriously. Encouraging the person to use the responsible gaming tools in their own account settings is also a practical first step.