solowin FAQ

Identity verification (Know Your Customer / KYC) is a legal requirement under Philippine Anti-Money Laundering Act (AMLA) regulations and PAGCOR licensing conditions. solowin requires KYC to:

• Confirm you are 21 years of age or older
• Verify your identity to prevent fraud and protect your account
• Comply with AMLA and PAGCOR regulatory requirements
• Ensure withdrawals are processed to the correct verified account holder

Accepted ID documents include any valid Philippine government-issued ID such as a PhilSys National ID, passport, driver's license, SSS ID, UMID, or PRC ID.

On the solowin Login page, click the "Forgot Password" link. Enter the email address associated with your solowin account and we'll send you a password reset link. Check your inbox (and spam/junk folder) for the reset email. The link is valid for 30 minutes. If you don't receive the email, contact our support team at [email protected].

No. solowin strictly enforces a one account per player policy. Creating multiple accounts is a violation of solowin's Terms & Conditions and may result in the permanent suspension of all associated accounts and forfeiture of any balances. If you have accidentally created a duplicate account, please contact support immediately to resolve the situation.

You can update certain account details (such as your mobile number or address) through your solowin account settings after logging in. Changes to core identity information (name, date of birth) require contacting our support team and may require additional identity verification documents. Email [email protected] with your request and our team will assist you.

The minimum deposit at solowin is ₱100 for most payment methods including GCash and Maya. Bank transfer minimums may vary depending on your bank's own transfer limits. There is no maximum deposit limit, though large deposits may trigger additional verification requirements under AMLA regulations.

Deposit processing times at solowin:

• GCash / Maya: Instant (usually within seconds)
• Bank Transfer (InstaPay / PESONet): InstaPay is near-instant; PESONet may take up to 1 banking day
• Debit Card: Usually within 1–5 minutes

If your deposit has not reflected after 30 minutes, please contact solowin support at [email protected] with your transaction reference number.

To withdraw from solowin, log in to your account, go to the Withdrawal section, select your preferred payment method, enter the amount, and confirm. Withdrawals are processed to the same payment method used for your deposit. Your account must be fully KYC-verified before withdrawals can be processed. The minimum withdrawal amount is ₱200.

Withdrawal processing times:

• GCash / Maya: Within 1–24 hours
• Bank Transfer: 1–3 banking days
• Debit Card: 1–3 banking days

First-time withdrawals may take slightly longer due to additional security checks. Withdrawals requested on weekends or Philippine public holidays may be processed on the next banking day.

A wagering requirement (also called a playthrough requirement) means you need to bet a certain multiple of your bonus amount before you can withdraw bonus-derived winnings. 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 converts to withdrawable cash. Each promotion has its own specific wagering requirement — always check the individual promotion's terms on the Promotions page.

Common reasons a bonus may not be credited include: the promo code was not entered correctly during deposit, the minimum deposit requirement for the bonus was not met, the promotion has expired, or your account does not meet the eligibility criteria (e.g., new player bonus claimed by an existing account). If you believe a bonus was not credited in error, contact [email protected] within 48 hours of the qualifying deposit.

No. Bonus funds and winnings generated from bonus funds cannot be withdrawn until the applicable wagering requirements have been fully met. Your solowin account balance will clearly show your real money balance and bonus balance separately so you always know what is withdrawable. Once wagering requirements are completed, bonus winnings convert to real money and become fully withdrawable.

Yes. All games on solowin use a certified Random Number Generator (RNG) to ensure every outcome is completely random and fair. solowin's games are sourced from reputable, internationally certified game providers. The platform operates under PAGCOR oversight, which requires adherence to fair gaming standards. The Return to Player (RTP) percentage for each game is available in the game's information panel.

Many of solowin's slot and table games offer a demo / free play mode that lets you try the game without wagering real money. This is a great way to learn the rules and features of a new game before committing real peso. Live dealer games and certain jackpot slots are only available in real-money mode. Look for the "Try for Free" option on eligible game tiles.

Ice and Fire is one of solowin's featured game experiences — a thrilling dual-element themed game that combines high-energy gameplay with exciting win mechanics. It's one of the most popular titles among solowin players. Visit the Ice and Fire page to learn more about the game features, rules, and how to play.

The minimum age to register and play at solowin is 21 years old, in accordance with Philippine law and PAGCOR regulations. solowin enforces strict age verification during registration and KYC. Any account found to belong to a player under 21 will be immediately suspended and any funds returned. If you suspect a minor is using solowin, please report it to [email protected] immediately.

To self-exclude, either use the self-exclusion option in your solowin account settings or email [email protected] with the subject line "Self-Exclusion Request." Specify your preferred exclusion period (6 months, 1 year, 3 years, or permanent). Your account will be suspended within 24 hours. Self-exclusion cannot be reversed during the exclusion period. Your remaining balance will be returned to you after identity verification.

If you feel your gambling is becoming a problem, please take action now — the sooner you reach out, the better. You can:

• Contact solowin's responsible gaming team at [email protected] to activate self-exclusion or set limits
• Speak to a licensed mental health professional or addiction counselor in your area
• Talk to a trusted family member or friend about what you're experiencing
• Visit the solowin Responsible Gaming page for more resources and self-assessment tools

Gambling is addictive. Know when to stop. 🔞 solowin is strictly for players 21 and above.