Frequently Asked
Questions

jielivo requires KYC (Know Your Customer) verification before you can make withdrawals. Accepted documents include:

• Government-issued photo ID (passport, driver's license, SSS ID, PhilSys ID, UMID)
• Proof of address (utility bill, bank statement dated within the last 3 months)
• A selfie holding your ID may be requested in some cases

KYC verification is a one-time process and is required to protect your account and comply with anti-money laundering regulations in the Philippines.

No. jielivo strictly enforces the 21+ age requirement in accordance with Philippine law and PAGCOR regulations. Any account found to belong to a person under 21 will be immediately suspended, and any winnings or deposits associated with that account will be forfeited. We take underage gambling very seriously and have zero tolerance for it on our platform.

On the jielivo login page, click "Forgot Password" and enter the email address linked to your account. We'll send you a password reset link within a few minutes. If you don't see it in your inbox, check your spam or junk folder. The reset link is valid for 30 minutes. If you continue to have trouble, contact our 24/7 support team via live chat.

Some account details — such as your email address — can be updated through your account settings after identity verification. However, your full legal name and date of birth cannot be changed once verified, as these are tied to your KYC documents. If you believe there is an error in your registered details, contact our support team with supporting documentation and we'll assist you.

jielivo supports a wide range of Philippine payment methods, including:

• E-wallets: GCash, PayMaya (Maya)
• Online banking: BPI, BDO, Metrobank, UnionBank
• Over-the-counter: 7-Eleven, Cebuana Lhuillier, M Lhuillier

All transactions are processed in Philippine Peso (₱). Minimum deposit amounts vary by payment method — check the Cashier section of your account for current limits.

Deposits via GCash and PayMaya are typically credited to your jielivo account within seconds to a few minutes. Online banking transfers may take up to 30 minutes during business hours. Over-the-counter payments can take up to 24 hours to process. If your deposit hasn't reflected after the expected timeframe, contact our support team with your transaction reference number.

To withdraw from jielivo, go to the Cashier section of your account and select "Withdraw." Choose your preferred payment method, enter the amount, and confirm. Withdrawals require your KYC verification to be complete. Processing times are typically 1–3 business days, though GCash withdrawals are often faster. Note that withdrawals can only be sent to a payment method registered in your own name.

Yes. jielivo has minimum and maximum withdrawal limits that vary by payment method. As a general guide, the minimum withdrawal is ₱200 and daily withdrawal limits apply depending on your account verification level. Players who have completed full KYC verification enjoy higher withdrawal limits. Check the Cashier section of your account for the most up-to-date limits applicable to your account tier.

jielivo does not charge fees on standard deposits. For withdrawals, most methods are also fee-free on our end, though your bank or e-wallet provider may apply their own transaction charges. Over-the-counter payment channels may carry a small service fee charged by the payment partner. Always check the fee disclosure shown in the Cashier section before confirming your transaction.

jielivo offers a welcome bonus for newly registered players who make their first deposit. The bonus amount and structure are updated regularly — check the Promotions page in your account dashboard for the current offer. All welcome bonuses come with wagering requirements that must be met before any bonus-derived winnings can be withdrawn.

A wagering requirement (also called a playthrough requirement) means you need to bet a certain multiple of your bonus amount before you can withdraw winnings derived from that bonus. For example, a 20x wagering requirement on a ₱500 bonus means you need to place ₱10,000 in total bets before the bonus converts to withdrawable cash. Different games may contribute differently to wagering — slots typically contribute 100%, while table games may contribute less.

Yes. If you prefer to play without bonus restrictions, you can opt out of receiving bonuses in your account settings or by contacting our support team before making a deposit. Once a bonus has been credited to your account, it cannot be removed — so it's important to decide before depositing whether you want to accept a bonus offer.

Absolutely. jielivo regularly runs promotions for existing players, including weekly reload bonuses, cashback offers, free spins on selected slots, and special event promotions tied to Philippine holidays and major sporting events like PBA, NBA, and boxing. Log in to your account and visit the Promotions section to see what's currently available.

jielivo offers a diverse game library that includes:

• Slots — hundreds of titles from leading providers
• Bingo — including the popular West Hunter Bingo
• Plinko — the fast-paced drop-and-win game
• Live casino — real dealers, real-time action
• Table games — baccarat, blackjack, roulette, and more

New titles are added regularly, so there's always something fresh to try on the jielivo platform.

Yes. All games on jielivo use certified Random Number Generator (RNG) technology, which ensures that every outcome is completely random and independent of previous results. Our game providers are regularly audited by independent testing agencies to verify fairness. Live casino games use real physical equipment operated by trained dealers, streamed in real time.

Yes — jielivo is fully optimised for mobile play. You can access the entire game library directly through your mobile browser on Android or iOS without needing to download a separate app. The interface automatically adjusts to your screen size, giving you a smooth gaming experience whether you're in Manila, Cebu, Davao, or anywhere else in the Philippines.

West Hunter Bingo is one of jielivo's most popular game titles — a fast-paced, visually engaging bingo variant with exciting bonus features and multiple ways to win. It's a great choice for players who enjoy the social, community feel of bingo combined with the thrill of modern online gaming. You can find it in the Bingo section of the jielivo game lobby.

jielivo takes responsible gaming seriously. We provide a full suite of player protection tools including deposit limits, session time limits, cooling-off periods, and self-exclusion options. You can access all of these tools from the Responsible Gaming section of your account settings. We also encourage players to regularly review their gaming history and set personal limits that reflect their budget. Visit our Responsible Gaming page for full details.

To activate self-exclusion, go to Account Settings > Responsible Gaming > Self-Exclusion. You can choose a period of 6 months, 1 year, 3 years, or permanent exclusion. Once activated, your account will be fully locked — no logins, no deposits, no promotional emails. Self-exclusion cannot be reversed before the chosen period ends. If you need help activating it, our 24/7 support team can assist you immediately.

Yes. jielivo uses SSL encryption to protect all data transmitted between your device and our servers. Your personal and financial information is stored securely and is never sold to third parties. We comply with applicable Philippine data privacy laws under the Data Privacy Act of 2012 (Republic Act 10173). For full details on how we handle your data, read our Privacy Policy.

If you feel that your gambling is becoming a problem, please take action early. jielivo's responsible gaming tools — including deposit limits and self-exclusion — are available 24/7 in your account settings. You can also reach out to our support team who are trained to assist players in distress. For professional help, PAGCOR operates responsible gaming programs and there are counselling resources available in the Philippines. Remember: gaming should always be fun, not stressful.

Try the following steps in order:

• Clear your browser cache and cookies, then reload the page
• Try a different browser (Chrome, Firefox, Safari)
• Check your internet connection — switch between Wi-Fi and mobile data
• Disable any VPN or ad-blocking extensions temporarily
• Try accessing jielivo from a different device

If the issue persists, contact our support team via live chat and provide details about your device, browser version, and the error you're seeing.

jielivo's platform is designed to handle disconnections gracefully. If a game freezes or you lose connection mid-round, the game state is saved on our servers. When you reconnect and reopen the game, it will resume from where it left off. In the rare event that a round cannot be completed, the bet is typically refunded to your account. If you believe a bet was lost unfairly due to a technical issue, contact support with the game name, date, and approximate time.

Accounts can be locked for several reasons — too many failed login attempts, a pending security review, or a self-exclusion request. If your account was locked due to failed login attempts, wait 30 minutes and try again, or use the password reset function. For other lock reasons, contact our 24/7 support team via live chat. Please note that accounts locked due to self-exclusion or regulatory holds cannot be unlocked until the applicable period has ended.

Log in to your jielivo account and go to Account Settings. From there you can update your contact preferences, notification settings, and certain personal details. Changes to verified identity information (name, date of birth) require contacting support with supporting documents. Email address changes require re-verification via a confirmation link sent to your new address.