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panolo requires standard Know Your Customer (KYC) documents to verify your identity. Accepted documents include:

• Philippine passport
• SSS, GSIS, or PhilHealth ID
• Driver's license issued by the LTO
• UMID card
• Voter's ID

You may also be asked to provide proof of address (such as a utility bill or bank statement dated within the last three months) and a selfie holding your ID. Verification is required before your first withdrawal and helps protect your account from unauthorized access.

No. panolo strictly enforces a one-account-per-player policy. Creating multiple accounts — whether under the same name, different names, or using different email addresses — is a violation of our Terms & Conditions and may result in the permanent closure of all associated accounts and forfeiture of any balances. If you've forgotten your login details, use the password reset function or contact our support team at [email protected] rather than creating a new account.

Go to the panolo Login page and 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 support team via live chat inside your account or email [email protected].

You can update most personal details — such as your contact number, address, and preferred language — directly from your Account Settings page after logging in. Changes to your registered name or date of birth require identity verification and must be submitted to our support team with supporting documents. This is to protect your account and ensure compliance with our KYC obligations.

Most deposits via GCash and PayMaya are credited to your panolo account instantly. Online banking transfers (BPI, BDO, Metrobank) are typically processed within 5 to 30 minutes, depending on your bank. Over-the-counter deposits may take up to 2 hours to reflect. If your deposit hasn't appeared after the expected timeframe, contact our support team with your transaction reference number and we'll resolve it promptly.

Yes. Minimum and maximum deposit amounts depend on the payment method you choose. As a general guide, GCash and PayMaya deposits start from as low as ₱100. Maximum single-transaction limits are set by your payment provider and may also be subject to your panolo account tier. You can view the exact limits for each payment method in the Cashier section of your panolo account after logging in.

panolo does not charge any fees on deposits. However, your payment provider (e.g., your bank or GCash) may apply their own transaction fees. We recommend checking with your provider before making a deposit. Any fees charged by third-party payment processors are outside panolo's control and are not refundable by panolo.

panolo processes withdrawal requests within 24 hours on business days. GCash and PayMaya withdrawals are typically the fastest, often arriving within a few hours of approval. Bank transfers to BPI, BDO, and Metrobank may take 1 to 3 business days depending on your bank's processing schedule. Withdrawals submitted on weekends or Philippine public holidays may experience slight delays.

Common reasons for withdrawal delays or declines include:

• Incomplete KYC verification — your account must be fully verified before withdrawals are processed
• Outstanding wagering requirements on bonus funds
• Withdrawal amount below the minimum threshold
• Mismatch between your panolo account name and your payment account name
• Pending security review triggered by unusual account activity

If your withdrawal has been declined, our support team will notify you by email with the specific reason. Contact [email protected] if you need further clarification.

Wagering requirements (also called playthrough requirements) specify how many times you must bet your bonus amount before you can withdraw any winnings derived from that bonus. For example, a ₱1,000 bonus with a 20x wagering requirement means you need to place a total of ₱20,000 in bets before the bonus funds become withdrawable. Not all games contribute equally — slots typically contribute 100%, while live casino games may contribute less. Always check the specific terms of each promotion on panolo.

Yes. If you prefer to play without bonus funds and their associated wagering requirements, you can opt out of bonuses in your panolo account settings. Once opted out, future deposits will not automatically trigger bonus offers. You can re-enable bonus eligibility at any time from the same settings page. Note that bonuses already credited to your account cannot be reversed once wagering has begun.

Yes. All games on panolo use certified Random Number Generator (RNG) technology to ensure fair and unpredictable outcomes. Our game providers are independently audited by recognized testing laboratories. Live casino games are streamed in real time from professional studios with trained dealers, providing full transparency. panolo is committed to fair play and operates in alignment with PAGCOR's standards for online gaming in the Philippines.

Absolutely. panolo is fully optimized for mobile play. You can access all games directly through your mobile browser on Android or iOS — no app download required. The panolo platform automatically adjusts to your screen size, giving you a smooth, responsive experience whether you're playing on a smartphone in Quezon City or a tablet in Cebu. For the best experience, use an updated version of Chrome, Safari, or Firefox on your device.

If you suspect unauthorized access to your panolo account, act immediately:

• Change your password right away using the "Forgot Password" function
• Contact our 24/7 support team via live chat or email at [email protected] to freeze your account
• Review your recent transaction history for any unauthorized activity
• Enable two-factor authentication (2FA) from your account security settings

Our security team will investigate and respond within 2 hours for urgent account security issues.

To self-exclude, log in to your panolo account and go to Account Settings > Responsible Gaming > Self-Exclusion. You can choose a temporary exclusion period (1 month, 3 months, 6 months, or 1 year) or a permanent exclusion. Once self-exclusion is activated, you will not be able to log in or access your account for the duration of the exclusion period. Any remaining balance will be returned to you after the exclusion period ends, subject to verification. If you need immediate assistance, contact our support team directly at [email protected].

panolo takes underage gambling extremely seriously. The minimum age to register and play on panolo is 21 years old, in line with Philippine gaming regulations. We verify the age of all players during the KYC process and reserve the right to request additional proof of age at any time. Any account found to belong to a player under 21 will be immediately closed and any deposits returned. We also recommend that parents and guardians use parental control software to prevent minors from accessing online gaming sites.

panolo works best on the latest versions of Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari. For mobile play, Chrome on Android and Safari on iOS deliver the smoothest experience. We recommend keeping your browser updated to the latest version for optimal performance and security. If you experience display issues, try clearing your browser cache and cookies, then reload the page. Disabling browser extensions (especially ad blockers) can also resolve some loading issues.

Slow loading can be caused by several factors:

• A slow or unstable internet connection — try switching between mobile data and Wi-Fi
• High traffic periods — panolo experiences peak usage during PBA game nights and major sporting events
• An outdated browser or cached data — clear your cache and update your browser
• VPN usage — some VPN services can significantly slow down connection speeds

If slowness persists across multiple sessions, please report it to our technical support team at [email protected] with your device type, browser version, and internet service provider so we can investigate further.