Frequently Asked Questions

juangames offers a generous welcome package for new Filipino players who register and make their first deposit. The welcome bonus details, including the match percentage and maximum bonus amount in ₱, are displayed on the promotions section of the platform after you log in. Bonuses are subject to wagering requirements — please read the full terms before claiming any offer to ensure you understand how to convert bonus funds into withdrawable cash.

A wagering requirement (also called a playthrough requirement) is the number of times you must wager your bonus amount before you can withdraw any winnings derived from it. 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 real withdrawable cash. Different games may contribute different percentages toward meeting the wagering requirement — slots typically contribute 100%, while table games may contribute less. Always check the specific terms of each promotion on juangames.

Yes — juangames regularly runs promotions for existing players, including reload bonuses, free spins on featured slots, cashback offers, and special event promotions tied to Philippine holidays and major sporting events like PBA, NBA, UFC, and boxing. Log in to your juangames account and check the promotions page to see all currently active offers available to your account.

If you have forgotten your password, go to the juangames Login page and click the "Forgot Password" link. Enter the email address associated with your account and we will send you a password reset link. If you no longer have access to your registered email, please contact our support team via live chat and we will verify your identity through an alternative process before resetting your credentials.

juangames uses industry-standard 256-bit SSL encryption to protect all data transmitted between your device and our servers. Your financial information is never stored in plain text, and payment processing is handled through certified, PCI-compliant payment gateways. We also offer two-factor authentication (2FA) for an additional layer of account security. For full details on how we handle your data, please read our Privacy Policy.

No. juangames strictly enforces a one-account-per-player policy. Creating multiple accounts is a violation of our Terms & Conditions and may result in the permanent suspension of all associated accounts and the forfeiture of any balances or bonuses. If you believe a duplicate account has been created in your name without your knowledge, please contact our support team immediately.

You can update most account details — such as your contact number, address, and communication preferences — directly from your account settings after logging in. Changes to your registered name or date of birth require identity re-verification and must be requested through our support team. This is to protect the integrity of your account and comply with our KYC obligations.

juangames provides a full suite of responsible gaming tools available free of charge to all players:

• Deposit Limits — Set daily, weekly, or monthly ₱ deposit caps
• Loss Limits — Define the maximum amount you are comfortable losing per period
• Session Time Limits — Automatic reminders or logouts after a set play duration
• Reality Checks — On-screen notifications showing your session time and spend
• Cooling-Off Period — Temporary account suspension of 24 hours, 7 days, or 30 days
• Self-Exclusion — Long-term or permanent account closure

Visit our Responsible Gaming page for full details on each tool.

To activate self-exclusion, contact the juangames support team via live chat or email at [email protected]. You can choose a self-exclusion period of 6 months, 1 year, 3 years, or permanently. Once activated, your account will be suspended immediately and you will be removed from all marketing communications. Self-exclusion cannot be reversed before the chosen period ends. We take this process seriously and act on all requests without delay.

The minimum age to play on juangames is 21 years old, in accordance with Philippine gaming regulations and PAGCOR guidelines. All players must verify their age during the KYC process before making any deposits or placing real-money bets. Any account found to belong to a player under 21 will be immediately suspended and any funds returned. juangames takes underage gambling prevention very seriously.

juangames offers 24/7 customer support through the following channels:

• Live Chat: Available directly on the juangames platform — the fastest way to get help
• Email: [email protected] — we aim to respond within 2 hours

Our support team is fluent in English and Filipino, and is available every day of the year including Philippine public holidays. Whether you are in Manila, Cebu, Davao, Quezon City, or anywhere else in the Philippines, help is always just a message away.

The juangames platform and all customer communications are available in English, which is the primary language used across the site. Our support team can also assist players in Filipino (Tagalog) through live chat and email. We are a platform built for Filipino players, so our team understands the local context, payment methods, and gaming preferences of players across the Philippines.

If you have a complaint or dispute regarding a game outcome, transaction, bonus, or any other matter, please contact our support team via live chat or email in the first instance. We aim to resolve all complaints within 5 business days. If you are not satisfied with the resolution provided by our support team, you may escalate your complaint by referring to the dispute resolution process outlined in our Terms & Conditions.