Help Centre

Frequently Asked Questions

Everything you need to know about 11ph.com — from signing up and making your first deposit in Philippine Peso, to withdrawing your winnings via GCash or PayMaya. Can't find your answer? Our 24/7 support team is always ready to help.

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Resp. Gaming

Account Questions

Registering at 11ph.com is quick and straightforward. Visit 11phcom.net and click the Register button. You'll need to provide your full name, date of birth, email address, and a mobile number. You must be at least 21 years old to register — this is a strict requirement under Philippine law and PAGCOR regulations. After submitting your details, you'll receive a verification email. Once verified, you can complete your KYC (Know Your Customer) identity check and start playing.

The minimum age to register and play at 11ph.com is 21 years old. This is in line with Philippine gambling regulations. We verify the age of all players during the KYC process. Any account found to belong to a person under 21 will be immediately closed and any funds returned. We take this requirement very seriously — walang exceptions.

KYC (Know Your Customer) verification is required before you can make withdrawals. To complete KYC on 11ph.com, log in to your account and go to Account Settings > Verify Identity. You'll need to upload a clear photo of a valid Philippine government-issued ID (such as a PhilSys ID, passport, driver's licence, or SSS/GSIS card) and a selfie holding the ID. Verification is typically completed within 24 hours. Players in Manila, Cebu, Davao, and other major cities can complete this process entirely online.

On the 11ph.com login page, click Forgot Password. Enter the email address linked to your account and we'll send you a password reset link. The link is valid for 30 minutes. If you don't receive the email, check your spam or junk folder. If you're still having trouble, contact our 24/7 live chat support team and they'll assist you in regaining access to your account.

No. Each player is permitted to hold only one account on 11ph.com. Creating multiple accounts (also known as multi-accounting) is a violation of our Terms & Conditions and may result in all accounts being permanently closed and any winnings being forfeited. If you believe a duplicate account has been created in your name, contact our support team immediately.

You can request account closure at any time by contacting our support team via live chat or email. Before closing, make sure to withdraw any remaining balance. If you are closing your account due to gambling concerns, we strongly recommend using our self-exclusion tool instead — this provides stronger protections and prevents you from re-registering during the exclusion period. Visit our Responsible Gaming page to learn more.

Payments & Withdrawals

11ph.com accepts a wide range of payment methods popular with Filipino players, including GCash, PayMaya, BPI, BDO, Metrobank, Visa, and Mastercard. All transactions are processed in Philippine Peso (PHP / ₱), so there are no currency conversion fees for Filipino players. We're constantly working to add more local payment options to make banking as convenient as possible.

The minimum deposit at 11ph.com varies by payment method. For GCash and PayMaya, the minimum deposit is ₱100. For bank transfers via BPI, BDO, or Metrobank, the minimum is ₱500. Deposits are credited to your account instantly for e-wallet methods. There are no deposit fees charged by 11ph.com, though your payment provider may apply their own charges.

Withdrawal processing times at 11ph.com depend on your chosen method. GCash and PayMaya withdrawals are typically processed within 1–3 hours after approval. Bank transfers to BPI, BDO, and Metrobank take 1–3 business days. All withdrawals require a completed KYC verification. The minimum withdrawal amount is ₱500. Withdrawals are processed during business hours (8 AM – 10 PM PHT), with priority given to verified accounts.

Withdrawals may be delayed or rejected for several reasons: incomplete KYC verification, unmet bonus wagering requirements, a mismatch between your account name and your payment account name, or a pending security review. If your withdrawal has been pending for more than 24 hours, please contact our support team with your transaction reference number. We'll investigate and resolve the issue as quickly as possible.

11ph.com does not charge any fees for standard deposits or withdrawals . However, your payment provider (GCash, PayMaya, your bank, etc.) may apply their own transaction fees. We recommend checking with your provider before initiating a transaction. For large withdrawals above ₱50,000, additional verification steps may be required as part of our standard security procedures.

Games & Platform

11ph.com offers a wide selection of casino games tailored for Filipino players. Our library includes online slots (including fan favourites like Mahjong Ways 2), live dealer casino games powered by Ezugi Live, bingo, table games, and more. New games are added regularly. Whether you're into classic fruit machines, high-volatility video slots, or the thrill of a live dealer baccarat table, there's something for every type of player at 11ph.com.

Mahjong Ways 2 is one of the most popular slot games at 11ph.com, developed by PG Soft. It features a mahjong tile theme with cascading reels, free spins, and multipliers — making it a big hit with Filipino players who love the familiar mahjong aesthetic. To play, simply log in to your 11ph.com account, navigate to the Slots section, and search for Mahjong Ways 2. You can also visit the dedicated Mahjong Ways 2 page for a full game guide.

Ezugi Live is a leading live dealer casino provider available on 11ph.com. It streams real dealers in real time from professional studios, offering games like live baccarat, live roulette, live blackjack, and live dragon tiger. The experience is as close to a physical casino as you can get online — complete with HD video, real cards, and interactive chat. Visit our Ezugi Live page to learn more about the available tables and how to join a live game.

Yes. 11ph.com is fully optimised for mobile play. You can access all games directly through your mobile browser on Android or iOS — no app download required. The platform is responsive and works smoothly on most modern smartphones and tablets. For the best experience, we recommend using a stable Wi-Fi or LTE connection, especially for live dealer games which require a consistent stream.

Yes. All games on 11ph.com use certified Random Number Generator (RNG) technology to ensure fair and unpredictable outcomes. Our slot and table game providers are independently audited by recognised testing laboratories. Live dealer games use physical cards and wheels operated by trained dealers in real time, eliminating any possibility of digital manipulation. The Return to Player (RTP) percentages for each game are available in the game information panel.

Bonuses & Promotions

11ph.com offers a welcome bonus for new Filipino players upon their first deposit. The specific bonus amount and terms are displayed on the promotions page at the time of registration. Welcome bonuses are subject to wagering requirements — meaning you need to wager the bonus amount a certain number of times before you can withdraw winnings derived from it. Always read the full bonus terms before claiming any offer.

Wagering requirements (also called playthrough requirements) specify how many times you must wager a bonus amount before the resulting winnings become withdrawable. For example, if you receive a ₱1,000 bonus with a 20x wagering requirement, you need to place a total of ₱20,000 in bets before you can withdraw. Different games contribute differently to wagering — slots typically contribute 100%, while table games may contribute less. Check the specific bonus terms for full details.

Most bonuses at 11ph.com are automatically credited to your account when the qualifying conditions are met — for example, making a qualifying deposit. Some promotions require you to enter a promo code during the deposit process. You can view all available promotions and their claim instructions in the Promotions section of your account dashboard after logging in. If a bonus hasn't appeared after meeting the conditions, contact our support team.

Yes. If you prefer to play without bonuses — for example, to avoid wagering requirements on your withdrawals — you can opt out of bonus offers in your account settings under Preferences > Bonus Settings. You can also contact our support team to have your account set to bonus-free mode. Note that once you opt out, you will not receive promotional offers until you opt back in.

Security & Privacy

Yes. 11ph.com uses industry-standard SSL (Secure Socket Layer) encryption to protect all data transmitted between your device and our servers. Your personal information, financial details, and account data are stored securely and never shared with unauthorised third parties. We also employ fraud detection systems and regular security audits to maintain the integrity of our platform. For full details, see our Privacy Policy.

Two-factor authentication adds an extra layer of security to your 11ph.com account. To enable it, go to Account Settings > Security > Two-Factor Authentication. You can set up 2FA using an authenticator app (such as Google Authenticator) or via SMS to your registered Philippine mobile number. We strongly recommend enabling 2FA to protect your account from unauthorised access.

If you suspect that someone has accessed your 11ph.com account without your permission, act immediately: change your password, enable 2FA if not already active, and contact our 24/7 support team. We can temporarily freeze your account while we investigate. Do not share your login credentials with anyone — 11ph.com staff will never ask for your password. Be cautious of phishing sites that imitate 11ph.com; always verify you are on the official 11phcom.net domain.

11ph.com collects and processes personal data in accordance with applicable Philippine data privacy laws, including the Data Privacy Act of 2012 (Republic Act 10173). We collect only the data necessary to operate your account, process transactions, and comply with regulatory requirements. You have the right to access, correct, and request deletion of your personal data. For full details on how we handle your information, please read our Privacy Policy.

Responsible Gaming

11ph.com provides a comprehensive set of responsible gaming tools to help players stay in control. These include deposit limits (daily, weekly, monthly), loss limits, session time limits, reality checks, cooling-off periods (24 hours to 30 days), and self-exclusion (6 months to permanent). All tools can be activated from your account settings or by contacting our support team. Visit our Responsible Gaming page for full details.

To self-exclude, go to Account Settings > Responsible Gaming > Self-Exclusion and choose your exclusion period (minimum 6 months). Self-exclusion takes effect immediately — your account will be locked, all active sessions terminated, and you will be removed from all marketing lists. Self-exclusion cannot be reversed before the chosen period ends. If you need immediate help, contact our 24/7 support team and they will activate it for you right away.

Yes. 11ph.com aligns its responsible gaming programme with the standards set by PAGCOR (Philippine Amusement and Gaming Corporation), the government body that regulates gaming in the Philippines. This includes strict age verification (21+), player protection tools, and responsible gaming awareness. Filipino players who need additional support can also reach out to PAGCOR's responsible gaming resources or contact organisations like Gamblers Anonymous Philippines.

Log in to your 11ph.com account and navigate to Account Settings > Responsible Gaming > Deposit Limits. Choose whether you want a daily, weekly, or monthly limit and enter your preferred amount in Philippine Peso. The limit takes effect immediately. If you want to increase a limit, a 7-day cooling-off period applies to prevent impulsive decisions. Decreasing a limit takes effect right away.

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Why Filipino Players Trust 11ph.com

From Makati to Cebu, players across the Philippines choose 11ph.com for these reasons.

Instant GCash & PayMaya

Deposit and withdraw in Philippine Peso using GCash or PayMaya in minutes. No currency conversion, no hidden fees — just fast, local payments that work the way Filipinos expect.

24/7 Filipino Support

Our support team is available around the clock via live chat. Whether you're in Manila at midnight or Davao at dawn, help is always just a message away — no long waits, no runaround.

Mobile-First Platform

11ph.com is built for mobile. Play slots, live casino, and bingo directly from your smartphone browser — no app download needed. Smooth performance on Android and iOS devices.

Secure & Regulated

SSL encryption, two-factor authentication, and PAGCOR-aligned operations keep your account and funds protected. We take security seriously so you can focus on enjoying the games.

Hundreds of Games

From Mahjong Ways 2 and Ezugi Live tables to bingo and classic slots — 11ph.com has a game for every mood. New titles are added regularly to keep the experience fresh.

Responsible Gaming First

Deposit limits, self-exclusion, cooling-off periods, and reality checks are all built in. 11ph.com is committed to keeping gambling fun, safe, and within your control — always.

Still Have Questions?

Our support team is available 24/7 and ready to help with anything not covered in this FAQ.

Live Chat Support

Chat with a real support agent in real time. Available 24 hours a day, 7 days a week — peak hours 6 PM to 2 AM PHT.

Online Now
Email Support

Send us a detailed message and we'll respond within 24 hours. Ideal for account issues, KYC queries, and formal complaints.

[email protected]

For responsible gaming support — including self-exclusion requests — our team is available 24/7 and will act immediately. You can also visit our Responsible Gaming page for full details on all available player protection tools.

Ready to Play?

Join Thousands of Filipino Players at 11ph.com

Now that your questions are answered, it's time to experience 11ph.com for yourself. Register today, claim your welcome bonus, and explore hundreds of games — from Mahjong Ways 2 to live dealer tables — all in Philippine Peso.

Must be 21 or older to register and play. Please gamble responsibly.