Frequently Asked
Questions

KYC (Know Your Customer) verification is required before your first withdrawal. panalo accepts the following Philippine government-issued IDs:

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

Upload a clear photo or scan of your ID through the Account Settings page. Verification is typically completed within 24 hours on business days. You may also be asked to submit a selfie holding your ID for additional confirmation.

On the panalo Login page, click the "Forgot Password" link below the login form. Enter your registered mobile number or email address and we'll send you a reset link or OTP. Follow the instructions to set a new password. For security, password reset links expire after 15 minutes. If you don't receive the reset message within a few minutes, check your spam folder or contact our 24/7 support team via live chat.

No. panalo strictly enforces a one account per player policy. Creating multiple accounts — whether using different email addresses, mobile numbers, or payment methods — is a violation of our Terms & Conditions. Duplicate accounts will be suspended, and any winnings or bonuses accumulated on secondary accounts may be forfeited. If you believe your account has been incorrectly flagged as a duplicate, contact our support team with your registered details.

Contact panalo's 24/7 support team via live chat to request a contact detail update. For security purposes, you'll need to verify your identity before any changes are made. This typically involves confirming your registered name, date of birth, and submitting a valid government-issued ID. Changes are processed within 1–2 business days.

Account suspensions at panalo can occur for several reasons, including: incomplete KYC verification, suspected duplicate account activity, a self-exclusion request, unusual account activity flagged by our security systems, or a violation of our Terms & Conditions. If your account has been suspended and you believe it was done in error, contact our support team at [email protected] with your account details and we'll investigate promptly.

Yes. panalo Casino operates under the regulatory framework of PAGCOR (Philippine Amusement and Gaming Corporation), the government body that oversees all legal gambling activities in the Philippines. All Filipino players must be 21 years of age or older to participate. panalo complies fully with PAGCOR's responsible gaming requirements, anti-money laundering (AML) regulations, and KYC standards.

To permanently close your panalo account, contact our support team via live chat or email at [email protected] with the subject line "Account Closure Request." Before closure, ensure you have withdrawn any remaining balance — funds in a closed account cannot be recovered after the closure is processed. If you are closing your account due to problem gambling concerns, we strongly recommend using our self-exclusion tool instead, which preserves your account data and allows for a structured return if appropriate.

panalo supports a wide range of Philippine payment methods to make depositing as convenient as possible: All transactions are processed in Philippine Peso (PHP). The payment method used for deposits must match the one used for withdrawals, in line with our anti-money laundering policy.

The minimum deposit at panalo is ₱100 for GCash and PayMaya transactions. For bank transfers (BPI, BDO, Metrobank), the minimum is ₱500. Credit and debit card deposits have a minimum of ₱200. There is no maximum deposit limit for standard accounts, though high-volume deposits may trigger additional verification steps as part of our AML compliance procedures.

GCash and PayMaya deposits are credited to your panalo account instantly in most cases. Bank transfers typically take 15 minutes to 2 hours during business hours, though some transfers may take up to one business day depending on your bank's processing schedule. Credit and debit card deposits are usually instant but may occasionally take up to 30 minutes. If your deposit hasn't appeared after the expected timeframe, contact support with your transaction reference number.

panalo does not charge any fees on deposits. However, your bank or e-wallet provider may apply their own transaction fees — for example, some banks charge a small fee for interbank transfers. We recommend checking with your payment provider before initiating a transfer. Any fees charged by third-party payment processors are outside panalo's control and cannot be refunded.

First, wait for the standard processing time for your payment method (see above). If the funds still haven't appeared, contact panalo's 24/7 support team via live chat and provide the following:

• Your panalo account username or registered mobile number
• The exact amount deposited (in PHP)
• The payment method used
• The transaction reference number or screenshot from your bank/e-wallet
• The date and time of the transaction

Our team will investigate and resolve the issue, typically within 2–4 hours on business days.

No. panalo requires that all deposits come from a payment account registered in your own name. Depositing from a third-party account — even a family member's — is a violation of our Terms & Conditions and may result in account suspension. This policy exists to protect players from fraud and to comply with PAGCOR's anti-money laundering requirements.

Log in to your panalo account and go to Account Settings → Responsible Gaming. From there, you can set daily, weekly, or monthly deposit limits. Reducing your limit takes effect immediately. Increasing a limit requires a 24-hour cooling-off period — this is intentional and designed to protect you from impulsive decisions. For more information on all available limit tools, visit our Responsible Gaming page.

Log in to your panalo account and navigate to Cashier → Withdraw. Select your preferred withdrawal method, enter the amount, and confirm the request. Before your first withdrawal, you must complete KYC verification. Withdrawals are processed to the same payment method used for your most recent deposit, in line with our AML policy.

Processing times vary by payment method:

• GCash / PayMaya: 1–3 hours (most are processed within the hour)
• BPI / BDO / Metrobank: 1–3 business days
• Credit / Debit Card: 3–5 business days depending on your card issuer

Withdrawals submitted on weekends or Philippine public holidays may experience slight delays. First-time withdrawals may take longer due to the KYC verification step.

The minimum withdrawal at panalo is ₱200 for GCash and PayMaya. For bank transfers, the minimum is ₱500. There is no maximum withdrawal limit for verified accounts, though very large withdrawals may require additional documentation as part of our standard compliance process.

Common reasons for withdrawal delays include: pending KYC verification, an active bonus with incomplete wagering requirements, a mismatch between your account name and payment account name, or a security review triggered by unusual account activity. If your withdrawal has been pending beyond the standard processing time, contact our support team with your withdrawal reference number and we'll provide a status update within the hour.

Withdrawal requests that are still in Pending status can be cancelled through the Cashier section of your panalo account. Once a withdrawal moves to Processing status, it can no longer be cancelled. We encourage players to be certain before submitting a withdrawal request, especially if an active bonus is involved — cancelling a withdrawal to continue playing may affect your bonus eligibility.

panalo does not charge withdrawal fees on standard payouts. However, your bank or e-wallet provider may apply receiving fees — for example, some banks charge for incoming interbank transfers. These third-party fees are outside panalo's control. If you have questions about potential fees from your payment provider, contact them directly before submitting your withdrawal request.

panalo offers a diverse game library designed for Filipino players, including:

• Slots — hundreds of titles from leading providers, including jackpot slots
• Live Dealer — baccarat, roulette, blackjack, and Filipino-favorite games with real dealers
• Bingo — online bingo rooms with multiple speed options
• Specialty Games — including Shaolin Soccer and Ocean King Jackpot

New games are added regularly. Check the panalo Casino page for the latest additions.

Yes. All games at panalo use a certified Random Number Generator (RNG) to ensure that every outcome is completely random and independent of previous results. Our RNG systems are regularly audited by independent third-party testing laboratories. This means no game at panalo can be manipulated — not by the house, and not by any player. The results you see are always the product of a fair, unbiased system.

RTP stands for Return to Player — it's the percentage of all wagered money that a game is designed to pay back to players over a very large number of spins or rounds. For example, a slot with 96% RTP will theoretically return ₱96 for every ₱100 wagered over millions of rounds. It's important to understand that RTP is a long-term statistical average, not a guarantee for any individual session. Short-term results can vary significantly from the stated RTP. You can find the RTP for each panalo game in its information or paytable section.

Yes. panalo is fully optimized for mobile play. The platform works seamlessly on Android and iOS devices through your mobile browser — no app download required. Simply visit panalo.one on your phone's browser, log in, and start playing. The mobile experience includes the full game library, cashier functions, and account management tools. For the best experience, use an updated version of Chrome, Safari, or Firefox on your device.

panalo's platform is designed to handle disconnections gracefully. If your connection drops mid-game, the round in progress will be completed automatically by the server according to the game's rules — your bet and any resulting winnings are recorded accurately. When you reconnect and log back in, you'll see the outcome of the interrupted round in your game history. If you believe a disconnection caused an error in your balance, contact support with the approximate time and game title and we'll review the server logs.

The panalo welcome bonus is automatically credited to your account after your first qualifying deposit. Make sure your account is fully registered and your mobile number or email is verified before depositing. The welcome bonus will appear in your account balance as a separate bonus balance. Check the current promotion details on the panalo promotions page for the minimum deposit amount required to trigger the welcome offer, as terms may be updated periodically.

Wagering requirements (also called playthrough requirements) specify how many times you must wager your bonus amount before it can be withdrawn as real cash. 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 funds. Not all games contribute equally — slots typically contribute 100%, while live dealer games may contribute less. Always check the specific terms attached to each bonus offer.

If you request a withdrawal before completing the wagering requirements on an active bonus, the bonus amount and any winnings derived from it will be forfeited. Only your original cash deposit (minus any losses) will be available for withdrawal. If you're unsure whether you have an active bonus, check the My Bonuses section in your panalo account dashboard before submitting a withdrawal request.

Yes. All panalo bonuses have an expiry period, which is stated in the individual bonus terms. Typically, welcome bonuses and deposit bonuses must be claimed within 7 days of being credited, and wagering requirements must be completed within 30 days. Free spins bonuses usually expire within 24–72 hours. Expired bonuses and any associated winnings are automatically removed from your account. Check the bonus terms carefully when claiming any offer.

There are a few common reasons a bonus may not be credited automatically: your deposit may have been below the minimum qualifying amount, the bonus may have already been claimed on a previous deposit, your account may not yet be fully verified, or the promotion may have ended before your deposit was processed. If you believe you qualify for a bonus that wasn't credited, contact our support team within 24 hours of your deposit with your transaction reference and we'll review your eligibility.

Yes. Beyond the welcome offer, panalo runs regular reload bonuses, cashback promotions, and seasonal campaigns — especially around Philippine holidays and major sporting events like PBA playoffs, NBA Finals, and boxing matches. Active players are also eligible for panalo's loyalty program, which rewards consistent play with points redeemable for bonus credits. Check the promotions section of your panalo account regularly to stay updated on the latest offers.

panalo provides a full suite of responsible gaming tools available directly from your account settings:

• Deposit Limits — daily, weekly, or monthly caps on how much you can deposit
• Loss Limits — maximum amount you're comfortable losing in a given period
• Session Time Limits — automatic logout after a set duration
• Reality Checks — periodic pop-up reminders showing your session time and spend
• Cool-Off Period — temporary account suspension of 24 hours, 7 days, or 30 days
• Self-Exclusion — longer-term account suspension of 6 months, 1 year, 3 years, or permanent

For full details, visit our Responsible Gaming page.

You can activate self-exclusion in three ways:

• Log in → Account Settings → Responsible Gaming → Self-Exclusion
• Contact our 24/7 live chat support and request immediate self-exclusion
• Email [email protected] with the subject "Self-Exclusion Request"

Self-exclusion takes effect immediately and cannot be reversed for the chosen period. During exclusion, your account is fully suspended — no login, no deposits, no wagering. Any pending withdrawals will still be processed. panalo will also suppress all marketing communications for the duration of your exclusion.

The minimum age to play at panalo Casino is 21 years old, in accordance with Philippine law and PAGCOR regulations. Age verification is mandatory during registration and before any withdrawal is processed. Any account found to belong to a person under 21 will be immediately closed, all funds returned, and the matter reported to PAGCOR as required by our licensing obligations.

Several organizations in the Philippines offer free, confidential support for problem gambling:

• PAGCOR Responsible Gaming Program — the national regulator's own support and self-exclusion resources
• National Center for Mental Health (NCMH) — Mandaluyong City; offers behavioral addiction counseling and teleconsultation
• Gamblers Anonymous Philippines — peer support groups in Manila, Cebu, and Davao
• In Touch Community Services — free telephone and online counseling for behavioral addictions

panalo's own support team is also available 24/7 via live chat for responsible gaming concerns. You can also visit our dedicated Responsible Gaming page for more information.

When a fixed-term self-exclusion period ends, your panalo account does not automatically reactivate. You must contact our support team and complete a brief responsible gaming review before your account is restored. This review is designed to ensure you are returning to gaming in a healthy, controlled way. Permanent self-exclusion cannot be reversed under any circumstances.

Log in to your panalo account and go to Account Settings → Responsible Gaming → Session Limits. Choose your preferred maximum session duration — options range from 30 minutes to 8 hours. Once your session limit is reached, you'll receive a notification and be prompted to log out. You can also enable Reality Checks from the same menu, which send periodic reminders during your session showing how long you've been playing and how much you've wagered.