mystake FAQ
Got Questions? We've Got Answers.

mystake requires all players to complete Know Your Customer (KYC) verification before processing withdrawals. You'll need to submit a valid government-issued photo ID — accepted documents include your PhilSys National ID, passport, driver's licence, or SSS/GSIS 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, in some cases, proof of your payment method. KYC verification is typically completed within 24–48 hours.

No. mystake strictly enforces a one account per player policy. Creating multiple accounts — whether under the same name, email address, device, or household — is a violation of the mystake Terms and Conditions and may result in all associated accounts being permanently closed and any winnings being forfeited. If you've forgotten your login details, use the password reset function or contact the mystake support team for assistance.

On the mystake login page, click Forgot Password and enter the email address associated with your account. You'll receive a password reset link within a few minutes — check your spam folder if it doesn't arrive in your inbox. Click the link, enter your new password, and you're good to go. For security, mystake recommends using a strong, unique password that you don't use on any other platform.

If you wish to close your mystake account, please contact the support team via live chat. Before closing, make sure to withdraw any remaining balance. Account closure requests are typically processed within 5 business days. If you're closing your account due to concerns about your gaming habits, mystake strongly encourages you to consider a self-exclusion instead — visit our Responsible Gaming page to learn more about the tools available to you.

Most mystake deposits are instant. GCash and PayMaya transfers typically reflect in your account within seconds. Bank transfers via BPI, BDO, or Metrobank may take a few minutes during business hours. If your deposit hasn't appeared after 30 minutes, contact the mystake support team via live chat with your transaction reference number and they'll sort it out quickly.

mystake processes withdrawal requests within 24 hours on business days. E-wallet withdrawals via GCash or PayMaya are typically the fastest, often completing within a few hours of approval. Bank transfers to BPI, BDO, or Metrobank may take 1–3 business days depending on your bank. Note that your KYC verification must be completed before your first withdrawal can be processed.

Yes. mystake has minimum and maximum withdrawal limits that vary by payment method. As a general guide, the minimum withdrawal is ₱500 for most e-wallet methods. Maximum limits depend on your account verification level and the payment method used. For the most up-to-date limits, check the Cashier section of your mystake account or contact support.

Common reasons for withdrawal delays or rejections include: incomplete KYC verification, unmet bonus wagering requirements, a mismatch between your account name and payment method name, or a pending security review. If your withdrawal has been pending for more than 48 hours, contact the mystake support team via live chat with your withdrawal reference number for a status update.

Wagering requirements (also called playthrough requirements) specify how many times you need to bet the bonus amount before you can withdraw any winnings derived from it. For example, a ₱1,000 bonus with a 30x wagering requirement means you need to place ₱30,000 in total bets before the bonus converts to withdrawable cash. Different games contribute different percentages toward wagering — slots typically contribute 100%, while table games may contribute less. Always read the specific bonus terms on mystake before claiming.

First, check that your deposit met the minimum qualifying amount and that you're eligible for the promotion (some offers are for new players only, others for existing players). Also confirm that you haven't previously opted out of bonuses. If everything looks correct and the bonus still hasn't appeared after 30 minutes, contact the mystake support team via live chat with your deposit reference and the name of the promotion you were expecting.

No — bonus funds cannot be withdrawn directly. They must first be converted to real money by meeting the wagering requirements outlined in the specific promotion's terms. Once the wagering requirement is fulfilled, the resulting real-money balance is fully withdrawable. If you wish to forfeit a bonus before completing wagering, contact mystake support — note that any winnings generated from that bonus will also be removed.

RTP stands for Return to Player — it's a percentage that indicates how much of the total money wagered on a game is paid back to players over time. For example, a slot with 96% RTP will, on average, return ₱96 for every ₱100 wagered over a very large number of spins. RTP is a long-term statistical average, not a guarantee for any individual session. Higher RTP games generally offer better value over time. You can usually find the RTP for each mystake game in its information or paytable section.

Yes! The mystake platform is fully optimised for mobile play. You can access all games directly through your mobile browser on Android or iOS — no app download required. The mobile experience is smooth and responsive, whether you're playing slots on your commute in Makati or catching a live casino session from Cebu. For the best experience, use a stable internet connection such as WiFi or a strong LTE/5G signal.

You can set deposit limits, loss limits, and session time limits directly from the Responsible Gaming section of your mystake account settings. Reductions take effect immediately. Increases require a mandatory 24-hour cooling-off period. These tools are free and available to all registered mystake players — we encourage everyone to use them proactively. For more details, visit our Responsible Gaming page.

To request a self-exclusion, contact the mystake support team via live chat and specify the exclusion period you need — options include 1 month, 3 months, 6 months, 1 year, or permanent exclusion. Your account will be locked within 24 hours and all marketing communications will stop. PAGCOR also provides responsible gaming resources for Filipino players who need additional support beyond what mystake offers.