JLevo FAQ – Frequently Asked Questions Philippines

No. JLevo operates a strict one account per person policy. Creating multiple accounts — whether using different email addresses, names, or devices — is a violation of our Terms and Conditions and may result in all related accounts being permanently suspended and any balances forfeited. If you've lost access to an existing account, contact support@jlevo.best and we'll help you recover it.

On the Login page, click "Forgot your password?" and enter your registered email address. We'll send you a password reset link within a few minutes. The link is valid for 30 minutes — if it expires, just request a new one. Remember to check your spam or promotions folder if you don't see it in your inbox.

KYC is required before your first withdrawal. Accepted government-issued IDs include:

• Philippine Passport
• Driver's Licence (LTO)
• PhilSys National ID
• SSS / GSIS ID
• Voter's ID
• PRC Professional Regulation Card

Upload a clear photo or scan of the front and back of your chosen ID through your account settings. Verification is usually completed within one to two business days.

For security reasons, changes to your registered email or mobile number require manual verification. Send a request from your current registered email to support@jlevo.best with your full name, date of birth, and the new contact details. Our team will process the change after verifying your identity, usually within one business day.

JLevo supports all major Philippine payment channels:

• E-wallets: GCash, Maya, GrabPay, Coins.ph
• Bank transfers: BDO, BPI, UnionBank, InstaPay, PESONet
• Cards: Visa and Mastercard (debit or credit)

All deposits are processed in Philippine Peso (₱). The minimum deposit amount varies by payment channel and is displayed at checkout.

GCash and Maya deposits are typically credited to your JLevo account instantly — usually within seconds of completing the transfer. If your deposit hasn't reflected after 10 minutes, check your GCash or Maya transaction history to confirm the payment went through. If it did and your JLevo balance hasn't updated, contact our support team with the transaction reference number.

Minimum deposit amounts depend on the payment method chosen and are displayed during the deposit process. Maximum deposit limits may apply based on payment provider restrictions and your account verification status. If you've set a personal deposit limit on your account through our Responsible Gaming tools, that limit will also apply regardless of the payment method's own caps.

JLevo does not charge fees on deposits from our end. However, some payment providers (particularly bank transfers) may apply their own transaction fees. Check with your bank or e-wallet provider if you're unsure. For most GCash, Maya, and InstaPay transactions within the Philippines, no additional fees are typically charged.

Log in to your JLevo account, go to the Cashier section, and select "Withdraw." Choose your preferred payment method, enter the amount, and confirm. Withdrawals are processed to the same payment channel you used for your most recent deposit where possible. Identity verification (KYC) must be completed before your first withdrawal — upload your government ID in Account Settings if you haven't done so yet.

Processing times vary by method:

• GCash / Maya: Typically within 1 to 24 hours
• InstaPay / PESONet: 1 to 3 business days
• BDO / BPI / UnionBank: 1 to 3 business days
• Visa / Mastercard: 3 to 5 business days

Withdrawal requests submitted on weekends or Philippine public holidays are processed on the next business day. If your withdrawal hasn't arrived within the expected timeframe, email support@jlevo.best with your transaction reference.

Common reasons for a rejected withdrawal include: incomplete KYC verification, active bonus funds with pending wagering requirements, withdrawal amount below the minimum threshold, or a mismatch between your account name and the receiving payment account name. Check your email for a notification explaining the specific reason. If you're unsure, contact support@jlevo.best and we'll walk you through what's needed.

Every new JLevo member who registers and makes their first qualifying deposit receives a welcome bonus. The bonus is credited to your account automatically — walang need to claim it manually. The exact bonus amount and minimum deposit required are displayed on the Register page and during the deposit process. Welcome bonus terms, including wagering requirements, are outlined in our Terms and Conditions.

A wagering requirement (sometimes called a playthrough requirement) is the number of times you need to bet your bonus amount before it can be converted to withdrawable cash. For example, a ₱500 bonus with a 10x wagering requirement means you need to place bets totalling ₱5,000 before the bonus funds become withdrawable. Progress toward wagering requirements is tracked in your bonus wallet. Not all games contribute equally — check the bonus terms for game contribution rates.

JLevo's Refer a Friend programme lets you earn rewards every time a Kabayan signs up using your unique referral link and makes a qualifying deposit. Your referral bonus is credited to your account once your referred friend completes registration and meets the minimum deposit requirement. You can find and share your personal referral link from your account dashboard. There's no limit to the number of friends you can refer.

No. Bonus funds cannot be withdrawn until the applicable wagering requirements have been met. If you close your account or request self-exclusion while you have active bonus funds with incomplete wagering requirements, those bonus funds will be forfeited. Only your real-money balance (net of pending bonus requirements) is returned in such cases.

JLevo covers the sports and leagues that matter most to Filipino fans:

• PBA (Philippine Basketball Association) — full game coverage, live betting, specials
• NBA — all regular season, playoffs, and Finals markets
• International basketball — FIBA, Eurobasket, and more

Markets include game winners, point spreads, totals (over/under), player props, and live in-play betting where available.

In most cases, bets cannot be cancelled once confirmed. Please double-check your selection, stake amount, and potential winnings before hitting the confirm button. In the rare event of a clear technical error on our platform (such as an obviously incorrect odds display), JLevo reserves the right to void affected bets — this will always be communicated to you via email.

JLevo's Card Games section includes baccarat, blackjack, and live dealer table games where you play against a real dealer via video stream. We also offer Tongits — the classic Filipino card game — in a multiplayer online format so you can play against other real Filipino players any time of day.

JLevo's Slots library features hundreds of titles ranging from classic 3-reel slots to modern video slots and progressive jackpots. All slot games use a certified Random Number Generator (RNG) to ensure fair and unpredictable outcomes. Each game has its own Return to Player (RTP) percentage and volatility rating, which you can find in the game's information panel. Slot games cannot be paused mid-spin — each spin is independent and final.

Two-factor authentication adds an extra layer of security to your JLevo login. To enable it, go to Account Settings and select "Security." Toggle on 2FA and choose SMS authentication — a one-time code will be sent to your registered Philippine mobile number each time you log in from a new device. We strongly recommend enabling 2FA, especially if you regularly deposit and withdraw significant amounts.

Act immediately. Log in and change your password straight away. Then email support@jlevo.best from your registered email address with the subject line "Urgent: Unauthorised Account Access" and include as much detail as possible — approximate date and time, any suspicious activity you noticed, and whether any funds were moved. Our security team will investigate and, where appropriate, freeze suspicious transactions while the case is reviewed.

Never. JLevo will never ask for your password via email, live chat, or any other channel. If you receive a message claiming to be from JLevo and asking for your password, it is a phishing attempt. Do not respond and do not click any links. Forward the message to support@jlevo.best so we can investigate. Remember: legitimate JLevo communications will always come from a jlevo.best email address.

Log in and go to Account Settings, then select "Responsible Gaming." From there you can set daily, weekly, or monthly deposit limits and loss limits. Reducing a limit takes effect immediately. Increasing a limit has a mandatory 7-day cooling-off period before the higher amount is applied. For a full overview of all available tools, visit our Responsible Gaming page.

Self-exclusion is available through Account Settings under "Responsible Gaming." Choose from a 6-month, 1-year, 3-year, or permanent exclusion period. You can also request self-exclusion by emailing support@jlevo.best with your full name, date of birth, and preferred period. Self-exclusion takes effect within 24 hours and cannot be reversed before the minimum period ends. Any real-money balance will be returned to your registered payment method within 3 to 5 business days.

JLevo takes this very seriously. While we cannot take direct action on another person's account without their consent, our support team can provide guidance on how to approach the situation and what resources are available in the Philippines. Email support@jlevo.best explaining your concern and we'll respond with advice tailored to your situation. You can also find more information on our Responsible Gaming page.