18JLL Frequently Asked Questions

You must be at least 21 years old to create and use an 18JLL account. Age is verified during the KYC process. Any account found to belong to someone underage will be closed immediately and any remaining balance will be handled according to our Terms & Conditions.

For KYC verification, you will need a valid government-issued ID — such as a Philippine National ID, passport, SSS card, driver's licence, or UMID — and a clear selfie holding the same ID. Documents must be unedited and show all four edges. Most reviews are completed within one to two business days.

No. Only one account per person is allowed. Duplicate accounts are against our Terms & Conditions and will be closed. If you have forgotten your login details, use the password recovery option on the Login page or contact support for help.

Some details — like your display name and contact preferences — can be updated directly from your account settings after logging in. Core identity details tied to your KYC verification (full legal name, date of birth) generally cannot be self-edited. If you need to correct these, contact the support team and they will guide you through the process.

18JLL supports deposits in Philippine Peso (PHP) via popular local payment options including GCash, Maya, and Philippine online banking or direct bank transfer. The available methods are displayed on the Deposit page when you are logged in. Credit cards and cryptocurrency are not accepted as deposit methods on this platform.

Most deposits via e-wallets and online banking are credited to your 18JLL gaming wallet within a few minutes. If your deposit has not appeared after 30 minutes, take a screenshot of your payment confirmation and contact the support team with the transaction reference number.

Minimum and maximum deposit amounts vary depending on the payment method you choose. The exact limits are shown during the deposit process when you select your preferred method. All amounts are in Philippine Peso (PHP).

Log in to your account and go to the withdrawal section in your wallet dashboard. Select your preferred payment method — this must be a Philippine bank account, GCash, or Maya registered in your name — enter the amount, and submit your request. Withdrawals are processed to your registered payment method only.

Processing times vary by payment method and whether your account has completed full KYC verification. E-wallet withdrawals to GCash or Maya are generally faster than bank transfers. Most requests are reviewed and processed within one to three business days. If yours is taking longer, contact support with your withdrawal reference number.

Common reasons for a declined withdrawal include incomplete KYC verification, an unmet bonus wagering requirement attached to your balance, or a mismatch between your account name and the payment method name. Check your account status and any active bonus terms. If you are unsure, the support team can review the specific reason for your account.

18JLL offers a wide range of game categories familiar to Philippine players:

• Slots — hundreds of titles across different themes and volatility levels
• Live Casino — baccarat, roulette, blackjack, and more with real dealers
• Sports Betting — PBA, NBA, boxing, football, volleyball, esports, and international leagues
• eBingo — online bingo rooms with Philippine-style gameplay
• Online Poker — table-based poker games available in the game lobby

Browse everything in the Game Lobby.

Yes. All slot games and table games at 18JLL use certified random number generation (RNG) technology. Each spin and hand outcome is independent of previous results. No pattern, timing strategy, or betting system can predict or influence the result. Games are provided by reputable third-party software suppliers whose RNG systems are independently tested.

Yes. Sports betting at 18JLL covers Philippine Basketball Association (PBA) games as well as NBA, international football leagues, volleyball, boxing, and esports. Markets and odds are updated in real time. Log in and visit the sports section to see what is currently available for upcoming events.

Current offers are listed on the Promotions page. Some promotions are only visible to logged-in members, so sign in first to see personalised offers available to your account. Promotional terms and conditions — including any applicable wagering requirements — are displayed alongside each offer.

A wagering requirement (also called a playthrough requirement) means you need to place a certain total amount in bets before a bonus balance can be converted into withdrawable funds. For example, if a bonus has a wagering requirement, you need to bet the specified multiple of the bonus amount before requesting a withdrawal of those funds. Always check the specific terms attached to any promotion you accept.

Change your password immediately from your account settings. If you cannot log in, use the password recovery option on the Login page. Then contact the 18JLL support team as soon as possible — provide as much detail as you can about the suspicious activity. The team can temporarily lock your account while the matter is investigated.

Yes. All connections to 18JLL are protected using SSL (Secure Socket Layer) encryption. This means your login credentials, personal details, and financial transactions are encrypted in transit. You can verify this by checking for the padlock icon in your browser's address bar when on the 18JLL site.

Log in to your account and go to the Responsible Gaming section in your settings. From there, you can set daily, weekly, or monthly deposit limits in PHP. A reduction in your limit takes effect immediately. An increase is subject to a waiting period to give you time to reconsider. Learn more on the Responsible Gaming page.

Self-exclusion is a voluntary tool that locks your account for a set period — or permanently. Once active, you will not be able to log in, deposit, or play until the exclusion period has passed. It cannot be reversed early. If you feel your gaming habits are becoming a concern, self-exclusion is a responsible step to take. Contact support or visit your account settings to request it.

No. Online gaming always involves financial risk, and no platform or strategy can guarantee consistent winnings. Results are random and the house edge means that over time, the platform earns more than it pays out. Always treat gaming as entertainment, set a budget you are comfortable losing, and never use money meant for bills, rent, or daily essentials to fund your gaming activity.

Visit the App page on the 18JLL website for the latest download link and installation instructions for both iOS and Android devices. The app gives you full access to the same games, wallet, and account features as the desktop site, optimised for mobile screens.

Yes. Your 18JLL account works across both the mobile app and the web browser. Log in with the same username and password on any device. Your balance, game history, and account settings sync automatically between platforms.

First, check that you have a stable internet connection — mobile data or Wi-Fi. Then try closing the app fully and reopening it. If the problem continues, check the App page to see if an updated version is available and install it. For issues that persist, contact our support team with your device model and the error or behaviour you are experiencing.