Frequently Asked
Questions

The minimum age to register and play on phroyal is 21 years old, in compliance with Philippine gaming regulations. This applies to all games including slots, live casino, bingo, and sports betting. phroyal enforces strict age verification during the KYC process — any account found to belong to a person under 21 will be immediately suspended and all funds returned.

phroyal requires KYC (Know Your Customer) verification before processing your first withdrawal. Accepted Philippine government-issued IDs include:

• PhilSys National ID
• Philippine Passport
• Driver's License (LTO)
• SSS or GSIS ID
• PRC ID
• Voter's ID

You may also be asked to provide a selfie holding your ID and proof of address (e.g., a utility bill or bank statement dated within the last 3 months). KYC review typically takes 24–48 hours on business days.

No. phroyal strictly allows only one account per person. Creating multiple accounts (also called "multi-accounting") is a violation of phroyal'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 on the login page rather than creating a new account.

Go to the phroyal Login page and click "Forgot Password?". Enter the email address associated with your account and phroyal will send you a password reset link. The link is valid for 30 minutes. If you don't receive the email within a few minutes, check your spam or junk folder. Still having trouble? Contact our 24/7 support team at [email protected].

Log in to your phroyal account and go to Account Settings > Personal Details. You can update your mobile number, address, and communication preferences directly. Note that your full legal name and date of birth cannot be changed after KYC verification — these are locked to match your government-issued ID. If you need to correct a name error, contact support at [email protected] with supporting documentation.

You can close your account at any time by contacting our support team or by using the self-exclusion tool under Account Settings > Responsible Gaming. Before closing, make sure to withdraw any remaining balance. Account closure requests are processed within 1–3 business days. If you're closing your account due to gambling concerns, we encourage you to visit our Responsible Gaming page for additional support resources.

The minimum deposit on phroyal is ₱100 for most payment methods including GCash and PayMaya. For bank transfers (BPI, BDO, Metrobank), the minimum is ₱500. Cryptocurrency deposits have a minimum equivalent to approximately ₱500. There is no maximum deposit limit, though very large deposits may require additional verification for security purposes.

Most deposits on phroyal are credited instantly:

• GCash / PayMaya: Instant (usually under 1 minute)
• Visa / Mastercard: Instant to 5 minutes
• BPI / BDO / Metrobank: 5–30 minutes during banking hours
• Cryptocurrency: After required blockchain confirmations (typically 10–30 minutes)

If your deposit hasn't appeared after 30 minutes, contact our support team with your transaction reference number.

phroyal does not charge any fees for deposits. However, your payment provider (e.g., your bank or GCash) may apply their own transaction fees. We recommend checking with your payment provider before making a deposit. Cryptocurrency deposits may also incur network (gas) fees charged by the blockchain, which are outside phroyal's control.

No. phroyal requires that all deposits come from a payment method registered in your own name. Third-party deposits are not allowed and may result in account suspension. This policy is in place to protect players from fraud and to comply with anti-money laundering regulations. Always use your own GCash, bank account, or card when depositing on phroyal.

You can set daily, weekly, or monthly deposit limits from Account Settings > Responsible Gaming. Limits take effect immediately when reduced. Increasing a limit requires a 7-day waiting period — this cooling-off period is designed to help you make considered decisions about your gaming budget. We strongly encourage all phroyal players to set deposit limits as part of responsible gaming practice.

Withdrawal processing times on phroyal:

• GCash / PayMaya: 15–60 minutes after approval
• BPI / BDO / Metrobank: 1–3 business days
• Visa / Mastercard: 3–5 business days
• Cryptocurrency: 30 minutes to 2 hours after approval

phroyal's internal review of withdrawal requests typically takes 1–4 hours during business hours. First-time withdrawals may take slightly longer due to additional security checks.

Common reasons for a delayed withdrawal include: incomplete KYC verification, active bonus wagering requirements that haven't been met, a withdrawal request submitted outside business hours, or a security review triggered by unusual account activity. If your withdrawal has been pending for more than 24 hours, contact our support team at [email protected] with your withdrawal reference number.

phroyal does not charge withdrawal fees for standard transactions. However, your bank or e-wallet provider may apply receiving fees. For cryptocurrency withdrawals, blockchain network fees apply and are deducted from the withdrawal amount. These fees are set by the network and are not controlled by phroyal.

Yes, you can cancel a withdrawal request while it is still in Pending status. Go to Cashier > Withdrawal History and click Cancel next to the pending request. Once a withdrawal has been approved and is being processed, it can no longer be cancelled. phroyal encourages players to think carefully before cancelling withdrawals — if you're considering cancelling to continue playing, it may be worth reviewing your gaming habits on our Responsible Gaming page.

Wagering requirements (also called playthrough requirements) specify how many times you need to bet your bonus amount before you can withdraw bonus-derived winnings. For example, a ₱1,000 bonus with a 20x wagering requirement means you need to place a total of ₱20,000 in bets before the bonus funds become withdrawable. Always read the specific terms attached to each phroyal bonus offer before opting in.

Yes, all phroyal bonuses have an expiry period. Typically, bonuses must be used and wagering requirements completed within 7–30 days of the bonus being credited, depending on the specific promotion. Expired bonuses and any associated winnings are forfeited. Check the individual bonus terms in your phroyal account for the exact expiry date of each offer.

Yes, you can withdraw your real-money deposit balance at any time. However, if you withdraw before completing the wagering requirements, the bonus funds and any bonus-derived winnings will be forfeited. Your real-money balance is always yours to withdraw — only the bonus portion is subject to wagering requirements.

Log in to your phroyal account and navigate to My Bonuses or Promotions in your account dashboard. You'll see a list of active bonuses, their expiry dates, current wagering progress, and the amount remaining to wager before withdrawal is unlocked. If you have questions about a specific bonus, our 24/7 support team is happy to help.

Yes. All games on phroyal use certified Random Number Generator (RNG) technology to ensure fair and unpredictable outcomes. Our game providers are internationally recognized and regularly audited by independent testing laboratories. Live casino games are streamed in real time from professional studios with real dealers, providing full transparency. phroyal is committed to offering a fair gaming environment for all Filipino players.

Absolutely. phroyal is fully optimized for mobile play. You can access all games directly through your mobile browser on Android or iOS — no app download required. The mobile site is responsive and loads quickly even on standard Philippine mobile data connections. For the best experience, we recommend using a stable WiFi or LTE connection when playing live casino games.

Fortune Rabbit is a hugely popular slot game by PG Soft, featuring a cute rabbit character set against a Chinese New Year theme. It's one of the most-played games among Filipino players on phroyal. The game features free spins, multipliers, and a high RTP. To play, visit the Fortune Rabbit page on phroyal, log in to your account, and click Play. You can also try a demo version before betting real money.

To enable 2FA, go to Account Settings > Security and select Enable Two-Factor Authentication. You can use an authenticator app (such as Google Authenticator) or receive OTP codes via SMS to your registered Philippine mobile number. We strongly recommend enabling 2FA to add an extra layer of protection to your phroyal account.

If you suspect unauthorized access, change your password immediately via Account Settings > Security. Then contact our 24/7 support team at [email protected] to report the incident and request a temporary account freeze while we investigate. Do not share your password, OTP codes, or account details with anyone — phroyal staff will never ask for your password.

Go to Account Settings > Responsible Gaming > Self-Exclusion. Choose your exclusion period: 6 months, 1 year, 5 years, or permanent. Confirm your decision and your account will be suspended immediately. During self-exclusion, phroyal will also stop all marketing communications. Self-exclusion cannot be reversed until the chosen period has fully elapsed. If you need help, contact our support team at [email protected].

You're not alone, and reaching out is the right move. phroyal encourages any player who feels their gambling is becoming a problem to:

• Use phroyal's self-exclusion tool immediately
• Contact our 24/7 support team for assistance
• Reach out to PAGCOR's responsible gaming resources
• Call the National Center for Mental Health (NCMH) Crisis Hotline: 1553 (available 24/7)

Visit our Responsible Gaming page for more information and resources.

Responsible gaming tools on phroyal can only be set by the account holder themselves, as each account is personal and protected by individual login credentials. If you are concerned about a family member's gambling, we recommend speaking with them directly and encouraging them to use phroyal's self-exclusion or limit-setting tools. You can also contact our support team for guidance on how to approach the situation. For minors, phroyal's 21+ age verification is the primary safeguard — we also recommend using parental control software on shared devices.