Frequently Asked Questions

KYC (Know Your Customer) verification is a mandatory process required by Philippine gaming regulations and anti-money laundering laws. It helps scattergame confirm your identity, age, and address to ensure a safe and compliant gaming environment. To complete KYC, you'll need to upload a clear photo of a valid government-issued ID (PhilSys National ID, passport, driver's license, or UMID) and a recent proof of address (utility bill, bank statement, or government document dated within the last 3 months). Verification typically takes 24-48 hours. You won't be able to deposit or withdraw funds until your account is fully verified.

No. scattergame's Terms & Conditions strictly prohibit multiple accounts. Each player is allowed only one account per person, household, IP address, and device. Creating duplicate accounts is considered a serious violation and may result in permanent suspension of all accounts and forfeiture of any funds or winnings. This policy exists to prevent bonus abuse and maintain fair play for all users. If you've forgotten your login details, use the password recovery feature instead of creating a new account.

scattergame is designed primarily for Filipino players and operates under Philippine gaming regulations. While you can access the platform from anywhere, certain features and payment methods are optimized for users in the Philippines. If you're traveling abroad, you may still be able to access your account, but some payment options like GCash and PayMaya may not be available outside the Philippines. Always ensure that online gambling is legal in your current location before playing.

Withdrawal processing times depend on the payment method you choose. GCash and PayMaya withdrawals are typically processed within 24 hours and can arrive in your e-wallet within minutes once approved. Bank transfers to BPI, BDO, Metrobank, and other Philippine banks usually take 1-3 business days. First-time withdrawals may take slightly longer as we conduct additional security checks to protect your account. To speed up the process, make sure your account is fully KYC-verified and that you're withdrawing to the same payment method you used to deposit. Withdrawals are processed Monday to Friday during business hours; requests submitted on weekends or holidays will be processed on the next business day.

scattergame does not charge any fees for deposits or withdrawals. However, your payment provider (bank, GCash, PayMaya, etc.) may charge their own transaction fees, which are beyond our control. For example, some banks charge a small fee for online transfers, and GCash may apply fees for cash-ins depending on the method used. We recommend checking with your payment provider for their fee structure. To maximize your funds, consider using e-wallets like GCash or PayMaya, which typically have lower or no fees for most transactions.

The minimum withdrawal amount on scattergame is ₱500. This helps us manage transaction costs and ensures efficient processing. The maximum withdrawal amount varies depending on your account level and payment method. Standard accounts can withdraw up to ₱100,000 per transaction and ₱500,000 per month. VIP players may have higher limits. If you need to withdraw a larger amount, you can submit multiple withdrawal requests or contact our support team to discuss options. All withdrawals are subject to our standard verification and security procedures.

Withdrawals may be declined for several reasons. The most common are: (1) Incomplete KYC verification — make sure you've uploaded all required documents and they've been approved. (2) Wagering requirements not met — if you claimed a bonus, you must complete the wagering requirements before withdrawing. (3) Incorrect payment details — double-check that your GCash number, bank account number, or other payment details are correct. (4) Security review — we may temporarily hold withdrawals if we detect unusual activity to protect your account. If your withdrawal is declined, you'll receive an email explaining the reason. Contact our support team if you need further assistance.

New scattergame players are eligible for a welcome bonus upon making their first deposit. To claim it, simply register your account, complete KYC verification, and make a qualifying deposit. The welcome bonus will be automatically credited to your account or you may need to enter a promo code — check the current promotions page for details. Important: all bonuses come with wagering requirements, meaning you must bet the bonus amount a certain number of times before you can withdraw any winnings derived from it. Always read the full bonus terms before claiming to avoid any surprises.

Wagering requirements (also called playthrough requirements) specify how many times you need to bet your bonus amount before you can withdraw winnings. 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 the bonus converts to withdrawable cash. Different games contribute differently to wagering requirements — slots typically contribute 100%, while table games may contribute less. You can track your wagering progress in your account dashboard under My Bonuses. Bonuses expire if wagering requirements are not met within the specified time period, usually 7 to 30 days.

Yes. All games on scattergame use certified Random Number Generator (RNG) technology, which ensures that every spin, card draw, and game outcome is completely random and independent of previous results. Our RNG systems are regularly audited by independent third-party testing agencies to verify their integrity and fairness. Each game also displays its Return to Player (RTP) percentage, which tells you the theoretical long-term payout rate. For example, a slot with 96% RTP will return ₱96 for every ₱100 wagered on average over millions of spins. Remember that RTP is a long-term statistical average — individual sessions can vary significantly.

You can update most of your personal information by logging into your scattergame account and navigating to My Account → Profile Settings. You can change your contact number, email address, and communication preferences from there. However, for security reasons, changes to your full name, date of birth, or national ID details require you to contact our support team and submit supporting documentation. This is to prevent identity fraud and ensure your account remains secure. Address updates may also require a new proof of address document. All changes are reviewed within 24-48 hours.

Account locks can happen for several reasons: too many failed login attempts, suspicious activity detected, incomplete verification, or a self-requested cool-off or exclusion period. If your account was locked due to failed login attempts, wait 30 minutes and try again, or use the password reset option. If you believe your account was locked in error, or if you need help understanding why it was locked, contact our support team at [email protected]. Please note that accounts locked due to self-exclusion cannot be unlocked before the exclusion period ends — this is a responsible gaming safeguard that we take very seriously.

scattergame takes data security very seriously. We use 256-bit SSL encryption to protect all data transmitted between your device and our servers. Your personal and financial information is stored on secure, encrypted servers with restricted access. We never sell or share your personal data with third parties for marketing purposes. Our data handling practices comply with the Philippine Data Privacy Act of 2012 (Republic Act 10173). For full details on how we collect, use, and protect your data, please read our Privacy Policy. You can also contact our Data Protection Officer if you have specific concerns about your data.

If you feel your gaming is becoming a problem, scattergame offers self-exclusion tools to help you take a break. Log in to your account and go to My Account → Responsible Gaming → Self-Exclusion. You can choose a temporary cool-off period (24 hours, 7 days, or 30 days) or a longer self-exclusion of 6 months, 1 year, or permanent exclusion. Once activated, self-exclusion takes effect immediately — you'll be logged out and unable to access your account for the chosen period. This cannot be reversed during the exclusion window. For more information about our full suite of responsible gaming tools, visit our Responsible Gaming page.

Yes. scattergame provides several limit-setting tools to help you stay in control of your spending. You can set daily, weekly, or monthly deposit limits to cap how much you can add to your account. You can also set loss limits to stop play automatically once you've lost a certain amount, and session time limits to control how long you play in a single sitting. All these tools are available in My Account → Responsible Gaming. Reducing a limit takes effect immediately, while increasing a limit requires a 7-day waiting period — giving you time to reconsider. These tools are completely free and available to all scattergame players.

If a game disconnects or freezes during a session, don't worry — scattergame's system automatically records the state of your game at the point of disconnection. When you reconnect and reopen the game, it will resume from where it left off in most cases. If the game cannot be resumed, the round will be resolved based on the game's outcome at the time of disconnection, and any winnings will be credited to your account automatically. If you believe a disconnection resulted in an incorrect outcome or missing funds, contact our support team with the date, time, and game name so we can investigate and resolve the issue promptly.

Our customer support team is available 24/7 to assist you. You can reach us through the following channels: Live Chat — available directly on the scattergame website for instant assistance; Email — send your query to [email protected] and we'll respond within 24 hours. When contacting support, please include your registered email address, a description of the issue, and any relevant screenshots or transaction IDs to help us resolve your concern faster. For responsible gaming emergencies such as self-exclusion requests, our team prioritizes these cases and will respond as quickly as possible.

Slow loading can be caused by several factors. First, check your internet connection — a stable connection of at least 5 Mbps is recommended for smooth gameplay, especially for live casino games. Try these steps: (1) Clear your browser cache and cookies. (2) Disable browser extensions or ad blockers that may interfere with the site. (3) Try a different browser or device. (4) Restart your router or switch between Wi-Fi and mobile data. If the issue persists across multiple devices and connections, scattergame may be undergoing scheduled maintenance. Check our social media channels for any maintenance announcements. If none of these help, contact our support team with details about your device and browser.