Frequently Asked Questions

KYC (Know Your Customer) verification is required by Philippine gaming regulations and is a standard practice across all legitimate online casinos. pupwin requires KYC to confirm your identity, verify your age (21+), and prevent fraud and money laundering. You'll need to submit a valid government-issued ID (such as a Philippine passport, driver's licence, or SSS/UMID card) and a selfie. Verification is typically completed within 24 hours.

No worries! On the pupwin login page, click the "Forgot Password" link. Enter the email address associated with your account and pupwin will send you a password reset link. Follow the instructions in the email to set a new password. If you don't receive the email within a few minutes, check your spam folder or contact pupwin support.

No. Each player is allowed only one pupwin account. Creating multiple accounts (also known as multi-accounting) is a violation of pupwin's Terms & Conditions and may result in all accounts being permanently suspended and any winnings being forfeited. If you believe a duplicate account was created in error, contact pupwin support immediately.

You can request account closure by contacting pupwin support via live chat or email. Before closing, make sure to withdraw any remaining balance. If you're closing your account due to gambling concerns, pupwin strongly recommends using the self-exclusion tool instead, which provides additional protections. See the Responsible Gaming page for more details.

The minimum deposit on pupwin varies by payment method but is generally as low as ₱100 for e-wallet deposits via GCash or PayMaya. This makes pupwin accessible to Filipino players at all budget levels. Check the cashier section for the exact minimum for your preferred payment method.

pupwin processes withdrawal requests promptly. Typical processing times are:

• GCash / PayMaya: Within 1–3 hours
• Bank transfer (BPI, BDO, Metrobank): 1–3 business days
• Other methods: Up to 5 business days

Note that your first withdrawal may take slightly longer due to KYC verification. Subsequent withdrawals are typically faster once your account is fully verified.

pupwin does not charge fees on standard deposits or withdrawals. However, your bank or e-wallet provider may apply their own transaction fees. pupwin recommends using GCash or PayMaya for the fastest and most cost-effective transactions for Filipino players.

Withdrawal delays can occur for several reasons:

• Your KYC verification is still pending
• You have an active bonus with wagering requirements not yet met
• Your withdrawal request is under routine security review
• Bank processing delays on public holidays

If your withdrawal has been pending for longer than the stated timeframe, please contact pupwin support with your transaction reference number.

Yes. All games on pupwin use certified Random Number Generator (RNG) technology to ensure fair and unpredictable outcomes. pupwin's game providers are regularly audited by independent testing agencies. The RTP (Return to Player) percentage for each slot game is displayed in the game's information panel so you can make informed choices before playing.

Many slot and keno games on pupwin offer a demo or free-play mode that lets you try the game without risking real money. This is a great way to get familiar with the rules, features, and paytable before committing your ₱. Note that live casino games and bingo rooms require real-money play and are not available in demo mode.

The Keno Bonus Number is a special feature on pupwin's keno games where an additional bonus ball is drawn after the main draw. If your selected numbers match the bonus number, you receive a multiplied payout on top of your regular winnings. It adds an extra layer of excitement to every keno round and gives you more chances to win big on pupwin.

The Fruit Shop on pupwin is a collection of classic fruit-themed slot and arcade games that bring a nostalgic, retro feel to your gaming session. Think cherries, lemons, bells, and lucky sevens — the kind of games that remind you of the classic slot machines. They're simple to play, fast-paced, and perfect for players who enjoy straightforward gameplay without complicated bonus rounds.

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, a ₱500 bonus with a 20x wagering requirement means you need to place a total of ₱10,000 in bets before the bonus funds convert to withdrawable cash. Always read the full bonus terms in your pupwin account before claiming any offer.

No. Bonus funds on pupwin are subject to wagering requirements that must be completed before withdrawal. Your real-money balance and bonus balance are kept separate in your pupwin account. You can always withdraw your real-money balance at any time, but bonus-derived winnings are only released once the wagering conditions are fully met.

Yes! pupwin regularly runs promotions for existing players, including reload bonuses, cashback offers, free spins on new slot releases, and special event promotions tied to Philippine holidays and sporting events like PBA season, NBA playoffs, and major boxing matches. Check the promotions page in your pupwin account regularly so you don't miss out.

If you prefer to play without bonuses — for example, to keep your withdrawals unrestricted — you can opt out of bonus offers in your pupwin account settings. Once opted out, deposits will not automatically trigger bonus credits. You can re-enable bonus eligibility at any time through the same settings menu.

You can set daily, weekly, or monthly deposit limits directly from your pupwin account settings under the Responsible Gaming section. Lowering your limit takes effect immediately. Increasing a limit requires a 24-hour cooling-off period to give you time to reconsider. pupwin strongly encourages all players to set limits that match their entertainment budget.

Self-exclusion is a tool that lets you voluntarily lock your pupwin account for a set period — minimum 6 months — or permanently. During self-exclusion, you cannot log in, deposit, or receive any marketing from pupwin. To activate self-exclusion, go to Account Settings > Responsible Gaming > Self-Exclusion, or contact pupwin support directly. For more information, visit the Responsible Gaming page.

If you feel that gaming is negatively affecting your life, finances, or relationships, please take action immediately. pupwin offers self-exclusion, deposit limits, and cooling-off periods to help. You can also reach out to PAGCOR's responsible gaming resources or contact Gamblers Anonymous Philippines for free, confidential support. There is no shame in asking for help — it's the right move. Visit our Responsible Gaming page for a full list of support resources.

pupwin enforces a strict 21+ age policy in line with Philippine gaming regulations. All players must complete KYC identity verification before withdrawing funds, which confirms their age and identity. Accounts found to belong to players under 21 are immediately suspended. If you suspect a minor is accessing pupwin, please report it to our support team right away.