QuenPH Frequently Asked
Questions

You must be at least 21 years old to register and play on QuenPH. This is in line with Philippine gaming regulations. During registration and account verification, QuenPH may request a valid government-issued ID to confirm your age and identity. Accounts found to belong to players under 21 will be suspended immediately and any funds returned in accordance with our Terms and Conditions.

Yes, registering a QuenPH account is completely free. There are no sign-up fees, no monthly subscription charges, and no hidden costs just for having an account. You only spend money when you choose to make a deposit and place bets on QuenPH games.

No. Each player is allowed only one QuenPH account. Creating multiple accounts — whether using different mobile numbers, email addresses, or device IDs — is a violation of our Terms and Conditions. If duplicate accounts are detected, all associated accounts may be suspended and any pending withdrawals forfeited. If you have trouble accessing your existing account, contact our support team instead of creating a new one.

Basic play is available after mobile number verification. However, to make withdrawals above a certain threshold or to access higher deposit limits, QuenPH requires identity verification (KYC). You will need to submit a clear photo of a valid Philippine government-issued ID — such as a PhilSys card, passport, driver's license, or UMID — along with a selfie. Verification is typically completed within 24 hours on business days.

QuenPH supports the most popular Philippine payment channels, including GCash, PayMaya (Maya), BPI, BDO, and Metrobank online banking. All deposits are processed in Philippine Peso (₱). We are continuously adding more payment options, so check the cashier section of your QuenPH account for the latest available methods.

The minimum deposit on QuenPH is ₱100 for most payment methods. GCash and PayMaya deposits are processed instantly, so your balance is updated right away. Bank transfer minimums may vary slightly depending on the bank. There is no maximum deposit limit for standard accounts, though higher amounts may require additional verification.

GCash and PayMaya deposits are credited to your QuenPH account almost instantly — usually within a few seconds to a couple of minutes. Bank transfers (BPI, BDO, Metrobank) may take anywhere from a few minutes to a few hours depending on the bank's processing time. If your deposit has not reflected after two hours, contact QuenPH support with your transaction reference number and we will sort it out quickly.

QuenPH does not charge any fees on deposits. However, your payment provider (GCash, your bank, etc.) may apply their own transaction fees depending on your account type and the amount transferred. We recommend checking with your payment provider if you are unsure. QuenPH receives the full amount you send — no deductions on our end.

To withdraw from QuenPH, go to the Cashier section of your account, select Withdraw, choose your preferred method (GCash, PayMaya, or bank transfer), enter the amount, and confirm. Make sure your withdrawal account details match the name on your QuenPH account — mismatched names can cause delays. Your KYC verification must also be complete before your first withdrawal is processed.

GCash and PayMaya withdrawals are typically processed within the same business day — most are completed within 1 to 4 hours during operating hours. Bank transfers to BPI, BDO, or Metrobank generally take 1 to 3 business days. Withdrawals submitted on weekends or Philippine public holidays may be processed on the next business day. QuenPH aims to process all withdrawal requests as fast as possible.

The minimum withdrawal amount on QuenPH is ₱200. There is no maximum withdrawal limit for verified accounts, though very large withdrawals may be subject to additional review for security purposes. If you have active bonus funds with wagering requirements still pending, those funds cannot be withdrawn until the requirements are met — only your real-money balance is available for withdrawal.

Common reasons for a delayed or rejected QuenPH withdrawal include: incomplete KYC verification, mismatched account name between your QuenPH profile and your GCash or bank account, unmet bonus wagering requirements, or a pending security review on your account. If your withdrawal is taking longer than expected, contact QuenPH support with your withdrawal reference number and our team will investigate promptly.

QuenPH offers a welcome bonus for new players on their first deposit. The bonus amount and percentage match are detailed on the Bonus page and the Offers page. To claim it, simply register, make your first qualifying deposit, and the bonus will be credited to your account automatically. Always check the current bonus terms for the minimum deposit requirement and wagering conditions before claiming.

Wagering requirements (also called rollover or turnover requirements) specify how many times you need to bet your bonus amount before it can be withdrawn as real money. 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 withdrawable cash. Different QuenPH games may contribute differently to wagering — slots typically contribute 100%, while table games like Baccarat may contribute less. Check the specific bonus terms on the Bonus page for full details.

Most QuenPH bonuses can be used across a wide range of games including slots like Gates of Olympus and Jungle King, wheel games like Boat of Fortune, and live dealer games like Baccarat. However, some bonuses may be restricted to specific game categories. Always read the bonus terms carefully before claiming. The Offers page lists which games are eligible for each active promotion.

Yes, QuenPH bonuses have an expiry period. If you do not meet the wagering requirements within the specified time frame (usually 7 to 30 days depending on the promotion), the bonus and any winnings generated from it will be forfeited. The expiry date for each bonus is shown in your account's bonus section. Make sure to check this before you start playing so you can plan your sessions accordingly.

QuenPH offers a wide variety of online casino games including live dealer games, video slots, wheel games, table games, and fishing games. Featured titles include Baccarat, Gates of Olympus, Boat of Fortune, and Jungle King. The full game library with 200+ titles is available in the Lobby. New games are added regularly, so there is always something fresh to try.

All QuenPH games use certified Random Number Generator (RNG) technology to ensure that every outcome is completely random and independent of previous results. The RNG systems used in QuenPH games are regularly tested and audited by independent third-party testing laboratories. Additionally, QuenPH publishes the Return to Player (RTP) percentage for every game so you always know the theoretical payout rate before you play.

RTP stands for Return to Player — it is the percentage of all wagered money that a game is expected to pay back to players over a long period of time. For example, a game with 97% RTP theoretically returns ₱97 for every ₱100 wagered over millions of spins. A higher RTP generally means better long-term value for the player. QuenPH Baccarat has an RTP of 98.9%, making it one of the best-value games on the platform. RTP is a statistical average and does not guarantee results in any individual session.

Absolutely. QuenPH is built mobile-first. All games are fully optimised for smartphones and tablets running Android or iOS. You can play directly in your mobile browser without downloading anything, or download the QuenPH app for an even smoother experience. The app is lightweight, loads fast even on 4G or LTE connections, and gives you quick access to your balance, bonuses, and favourite games.

On the Login page, click the Forgot Password link. Enter the mobile number registered to your QuenPH account and you will receive an OTP via SMS. Enter the OTP, then set a new password. Make sure your new password is at least 8 characters long and includes a mix of letters, numbers, and symbols for better security. If you no longer have access to your registered mobile number, contact QuenPH support directly for account recovery assistance.

You can update most personal details — such as your email address and notification preferences — directly in your QuenPH account settings. However, changes to your registered name, mobile number, or date of birth require identity verification and must be processed by our support team. This is to protect your account from unauthorised changes. Contact QuenPH support via live chat with your request and a valid ID.

Yes. QuenPH uses SSL (Secure Socket Layer) encryption to protect all data transmitted between your device and our servers. Your financial information is never stored in plain text. We follow strict data protection practices in line with the Philippine Data Privacy Act of 2012. QuenPH will never share your personal information with third parties without your consent, except as required by law or our licensing obligations. For full details, read our Privacy Policy.

If you wish to close your QuenPH account, contact our support team via live chat or email. Before closing, make sure to withdraw any remaining balance. If you are closing your account for responsible gaming reasons — such as wanting to take a break from gambling — we strongly recommend using our self-exclusion tool instead, which temporarily or permanently restricts access to your account. Visit our Responsible Gaming page to learn more about self-exclusion and other player protection tools.

QuenPH provides several tools to help players stay in control of their gaming activity. These include deposit limits (daily, weekly, or monthly caps on how much you can add to your account), session time reminders (alerts that notify you how long you have been playing), loss limits (caps on how much you can lose in a given period), and self-exclusion (temporary or permanent restriction of your account). All of these tools are accessible from your account settings. Visit our Responsible Gaming page for a full guide.

Self-exclusion allows you to voluntarily restrict access to your QuenPH account for a set period — options typically range from 30 days to permanent exclusion. During a self-exclusion period, you will not be able to log in, deposit, or place bets. QuenPH will also suppress any promotional communications to your account during this time. To activate self-exclusion, go to your account settings or contact our support team. We take self-exclusion requests seriously and process them promptly.

If you feel that gambling is negatively affecting your life or the lives of people around you, please reach out for help. QuenPH encourages all players to gamble responsibly and within their means. You can use our self-exclusion tool immediately to restrict your account. For professional support, PAGCOR operates responsible gaming programs for Filipino players. Our Responsible Gaming page has more information on recognising problem gambling and finding support resources available in the Philippines.