Frequently Asked Questions
Quick Answers for Filipino Players

Creating a kapwing Account is quick and easy. Follow these steps:

1. Click the "kapwing Login" button in the top navigation menu
2. Select "Create New Account" or "Register"
3. Fill in your personal details (full name, email address, mobile number, date of birth)
4. Create a strong password and accept our Terms & Conditions
5. Verify your email address by clicking the link we send you
6. Complete identity verification by uploading a government-issued ID (passport, driver's license, or national ID)

Once your Account is verified, you can make your first deposit and start playing. The entire registration process typically takes less than 5 minutes, and identity verification is usually completed within 24 hours.

Important: You must be at least 21 years old to register and play on kapwing, in accordance with Philippine gambling regulations.

Yes, kapwing operates in full compliance with Philippine gaming regulations and PAGCOR (Philippine Amusement and Gaming Corporation) guidelines. We are committed to providing a safe, fair, and transparent gaming environment for all Filipino players.

Our platform uses industry-standard security measures including SSL encryption, secure payment processing, and regular third-party audits to ensure game fairness and player fund protection. We also implement strict responsible gaming policies, including age verification, self-exclusion tools, and spending limits.

All games on kapwing are provided by licensed and certified software providers, and our Random Number Generators (RNGs) are regularly tested for fairness by independent auditing firms.

kapwing offers a diverse selection of games to suit every Filipino player's preferences:

• Slots: Hundreds of video slots, classic slots, and progressive jackpot games from top providers
• Table Games: Blackjack, roulette, baccarat, poker variants, and more
• Live Dealer: Real-time games with professional dealers streamed in HD
• Bingo: Multiple bingo rooms with different ticket prices and jackpots
• Specialty Games: Scratch cards, keno, virtual sports, and arcade-style games
• Featured Games: Popular titles like Fortune Dragon, Lucky Neko, and exclusive kapwing originals

All games are available in demo mode (free play) so you can try them before wagering real money. Our game library is constantly updated with new releases and seasonal favorites.

kapwing supports all major Philippine payment methods to make deposits and withdrawals as convenient as possible:

• E-Wallets: GCash, PayMaya, GrabPay, Coins.ph
• Bank Transfers: BPI, BDO, Metrobank, UnionBank, Landbank, PNB, and other major Philippine banks
• Online Banking: InstaPay and PESONet transfers
• Over-the-Counter: 7-Eleven, Cebuana Lhuillier, M Lhuillier, SM Payment Centers
• Credit/Debit Cards: Visa and Mastercard issued by Philippine banks

All transactions are processed in Philippine Peso (PHP), so you never have to worry about currency conversion fees. Deposits are typically instant, while withdrawals are processed within 24-48 hours depending on the method.

GCash is one of the most popular and convenient deposit methods for Filipino players on kapwing. Here's how to deposit using GCash:

1. Log in to your kapwing Account
2. Navigate to the "Cashier" or "Deposit" section
3. Select "GCash" as your payment method
4. Enter the amount you wish to deposit (minimum ₱100, maximum ₱50,000 per transaction)
5. You'll be redirected to the GCash payment page
6. Log in to your GCash account and confirm the payment
7. Funds will appear in your kapwing Account instantly

Tips: Make sure your GCash account is fully verified and has sufficient balance. GCash deposits are instant and free of charge. If you encounter any issues, contact our support team for assistance.

Deposit limits vary depending on the payment method you choose:

• E-Wallets (GCash, PayMaya): Minimum ₱100, Maximum ₱50,000 per transaction
• Bank Transfers: Minimum ₱500, Maximum ₱100,000 per transaction
• Credit/Debit Cards: Minimum ₱200, Maximum ₱30,000 per transaction
• Over-the-Counter: Minimum ₱300, Maximum ₱20,000 per transaction

You can also set your own personal deposit limits through the Responsible Gaming section of your Account settings. These limits help you stay in control of your gaming budget and can be set on a daily, weekly, or monthly basis.

If you need to deposit larger amounts, please contact our VIP support team to discuss higher limits and personalized banking options.

kapwing does not charge any fees for deposits or withdrawals. However, your payment provider (bank, e-wallet, or card issuer) may charge their own processing fees, which are beyond our control.

Typical third-party fees:

• GCash and PayMaya: Usually free for deposits, small fee for withdrawals
• Bank transfers: May incur standard bank transfer fees (₱10-₱50)
• Credit/Debit cards: Some banks charge cash advance fees (check with your bank)
• Over-the-counter: Service fee charged by the payment center (₱15-₱30)

We recommend checking with your payment provider for their specific fee structure. kapwing always displays the exact amount you'll receive before you confirm any transaction.

Withdrawing your winnings from kapwing is simple and secure. Follow these steps:

1. Log in to your kapwing Account
2. Navigate to the "Cashier" or "Withdrawal" section
3. Select your preferred withdrawal method (must match your deposit method for security)
4. Enter the amount you wish to withdraw
5. Confirm your withdrawal request
6. Wait for processing (typically 24-48 hours)
7. Receive your funds in your chosen account

Important requirements:

• Your Account must be fully verified (ID verification completed)
• You must meet any wagering requirements on bonuses before withdrawing
• Minimum withdrawal amount is ₱500
• First-time withdrawals may take longer due to additional security checks

Withdrawal processing times vary depending on the payment method and verification status:

• E-Wallets (GCash, PayMaya): 24-48 hours
• Bank Transfers: 2-5 business days
• Credit/Debit Cards: 3-7 business days

kapwing processes withdrawal requests within 24 hours during business days. Once approved, the time it takes for funds to reach your account depends on your payment provider's processing speed.

Factors that may delay withdrawals:

• Incomplete identity verification
• First-time withdrawal (additional security checks)
• Large withdrawal amounts (may require manual review)
• Weekends and Philippine public holidays
• Outstanding bonus wagering requirements

VIP members enjoy priority withdrawal processing with faster approval times. Contact our support team if your withdrawal is taking longer than expected.

Minimum withdrawal: ₱500 for all payment methods

Maximum withdrawal limits:

• Standard players: ₱50,000 per transaction, ₱200,000 per month
• VIP Bronze: ₱100,000 per transaction, ₱500,000 per month
• VIP Silver: ₱200,000 per transaction, ₱1,000,000 per month
• VIP Gold and above: Custom limits negotiated with VIP manager

If you win a large jackpot or progressive prize, we may arrange a special payment schedule to transfer your winnings safely and efficiently. Our finance team will contact you directly to arrange the best withdrawal method for large amounts.

Withdrawal requests may be declined for several reasons:

• Incomplete verification: Your identity documents have not been verified or approved
• Wagering requirements: You have not met the playthrough requirements on a bonus
• Payment method mismatch: Withdrawal method does not match your deposit method
• Insufficient balance: Your Account balance is lower than the withdrawal amount plus any fees
• Duplicate accounts: Multiple accounts detected (violates Terms & Conditions)
• Suspicious activity: Unusual betting patterns or potential fraud detected
• Incorrect details: Bank account or e-wallet information is incorrect or incomplete

If your withdrawal is declined, you'll receive an email explaining the reason and what steps you need to take to resolve the issue. Contact our support team if you need clarification or assistance.

kapwing offers generous welcome bonuses for new Filipino players:

• Welcome Bonus: 100% match bonus up to ₱10,000 on your first deposit
• Free Spins: 50 free spins on selected slot games
• No Deposit Bonus: ₱100 free play credit just for verifying your Account (limited time offer)

How to claim: Simply register a new Account, complete identity verification, and make your first deposit. The welcome bonus is automatically credited to your Account. Free spins are activated within 24 hours of your first deposit.

Wagering requirements: Welcome bonuses typically have a 30x wagering requirement, meaning you must wager 30 times the bonus amount before you can withdraw winnings. Always read the full Terms & Conditions for each promotion.

Wagering requirements (also called playthrough or rollover requirements) are conditions attached to bonuses that determine how many times you must wager the bonus amount before you can withdraw any winnings.

Example: If you receive a ₱1,000 bonus with a 30x wagering requirement, you must place bets totaling ₱30,000 (₱1,000 × 30) before you can withdraw.

Important points:

• Only real money bets count toward wagering requirements (bonus money bets may contribute at a lower rate)
• Different games contribute different percentages (slots usually 100%, table games 10-20%)
• You can track your wagering progress in the "My Bonuses" section of your Account
• Wagering requirements must be met within a specified time period (usually 30 days)
• Maximum bet limits may apply while wagering a bonus (typically ₱100-₱500 per spin/hand)

Always read the full bonus Terms & Conditions before claiming any promotion to understand the specific requirements.

Most bonuses can be used on a wide selection of games, but some restrictions may apply:

• Slots: Usually contribute 100% toward wagering requirements and have no restrictions
• Table Games: May contribute only 10-20% toward wagering requirements
• Live Dealer: Often excluded or contribute at a reduced rate (10-20%)
• Progressive Jackpots: May be excluded from bonus play

Some bonuses are game-specific (e.g., free spins on a particular slot) and can only be used on designated games. Check the bonus Terms & Conditions or the "My Bonuses" section of your Account to see which games are eligible.

Playing restricted games with bonus funds may result in the bonus and any winnings being forfeited, so always verify game eligibility before playing.

If you prefer to play without bonuses and their associated wagering requirements, you can opt out at any time:

• Go to "Account Settings" > "Bonus Preferences"
• Uncheck "Receive promotional bonuses"
• Save your preferences

You can also decline individual bonuses when making a deposit by unchecking the bonus option in the cashier. Once opted out, you can still make deposits and play normally, but you won't receive automatic bonuses.

You can re-enable bonuses at any time by changing your preferences back. Note that opting out does not affect loyalty rewards or VIP benefits, which are separate from promotional bonuses.

Account verification is mandatory for all kapwing players to ensure security and comply with Philippine regulations. Here's how to verify your Account:

1. Log in to your kapwing Account
2. Navigate to "Account Settings" > "Verification"
3. Upload a clear photo or scan of a government-issued ID (passport, driver's license, or Philippine national ID)
4. Upload a recent proof of address document (utility bill, bank statement, or government correspondence dated within the last 3 months)
5. Take a selfie holding your ID next to your face
6. Submit the documents for review

Our verification team typically reviews and approves documents within 24 hours. You'll receive an email confirmation once your Account is verified. Until verification is complete, you may have limited withdrawal access.

Why verification is important: It protects your Account from fraud, ensures you are of legal gambling age (21+), and complies with anti-money laundering regulations.

Yes, kapwing takes your security and privacy extremely seriously. We use industry-leading security measures to protect your data:

• SSL Encryption: All data transmitted between your device and our servers is encrypted using 256-bit SSL technology
• Secure Payment Processing: We partner with PCI-DSS compliant payment processors to handle all financial transactions
• Data Protection: Your personal information is stored on secure servers with restricted access and regular security audits
• Two-Factor Authentication: Optional 2FA adds an extra layer of security to your Account
• Privacy Policy: We never share your personal information with third parties without your consent

Our security team monitors for suspicious activity 24/7, and we comply with all Philippine data protection regulations. You can review our full Privacy Policy and security practices on our website.

If you forget your password, you can easily reset it:

1. Go to the kapwing Login page
2. Click "Forgot Password?"
3. Enter the email address associated with your Account
4. Check your email for a password reset link
5. Click the link and create a new password
6. Log in with your new password

The password reset link is valid for 24 hours. If you don't receive the email within a few minutes, check your spam folder or contact our support team for assistance.

Password tips: Use a strong, unique password with a mix of uppercase and lowercase letters, numbers, and symbols. Never share your password with anyone, and change it regularly for added security.

No. kapwing's Terms & Conditions strictly prohibit multiple accounts. Each player is allowed only one Account per person, household, IP address, and payment method.

Why this rule exists:

• Prevents bonus abuse and promotional fraud
• Ensures fair play for all players
• Complies with responsible gaming and self-exclusion policies
• Meets regulatory requirements

Consequences of multiple accounts: If we detect duplicate accounts, all accounts will be suspended, bonuses forfeited, and winnings voided. Only the original Account may be reinstated after investigation.

If you accidentally created a duplicate Account, contact our support team immediately to resolve the issue before making any deposits or placing bets.

kapwing is committed to promoting responsible gaming and providing tools to help you stay in control:

• Deposit Limits: Set daily, weekly, or monthly deposit limits
• Loss Limits: Set maximum loss amounts over specific time periods
• Session Time Limits: Receive reminders after playing for a set duration
• Reality Check: Pop-up notifications showing how long you've been playing and your win/loss status
• Self-Exclusion: Temporarily or permanently block access to your Account (6 months, 1 year, or permanent)
• Cool-Off Period: Take a short break from gaming (24 hours to 30 days)

All responsible gaming tools can be accessed through "Account Settings" > "Responsible Gaming". Once set, limits cannot be increased immediately and require a 24-hour cooling-off period.

For additional support, visit PAGCOR's responsible gaming resources or contact the National Council on Problem Gambling helpline.

If you feel you need a break from gaming, you can self-exclude from kapwing at any time:

1. Log in to your Account
2. Go to "Account Settings" > "Responsible Gaming"
3. Select "Self-Exclusion"
4. Choose your exclusion period (6 months, 1 year, 5 years, or permanent)
5. Confirm your decision

During the self-exclusion period:

• You will not be able to log in to your Account
• You will not receive any promotional materials
• Any pending bonuses will be forfeited
• You can withdraw any remaining balance before exclusion takes effect

Important: Self-exclusion cannot be reversed during the chosen period. If you selected permanent exclusion, your Account will be closed permanently and cannot be reopened.

For help with problem gambling, contact the National Council on Problem Gambling at 1-800-GAMBLER or visit their website for free counseling and support services.

You must be at least 21 years old to register, deposit, and play on kapwing. This is in accordance with Philippine gambling laws and PAGCOR regulations.

During the registration and verification process, we require government-issued ID to confirm your age. Accounts found to belong to underage individuals will be immediately suspended, and any deposits will be refunded.

Protecting minors: We take underage gambling prevention seriously. If you suspect a minor has accessed our platform, please contact our support team immediately. We also encourage parents to use parental control software to restrict access to gambling websites.

kapwing is fully optimized for desktop, mobile, and tablet devices. You can play on:

• Desktop: Windows, Mac, Linux
• Mobile: iOS (iPhone, iPad), Android smartphones and tablets
• Browsers: Chrome, Firefox, Safari, Edge (latest versions recommended)

Our platform is built with responsive HTML5 technology, so you don't need to download any software or apps. Simply visit kapwing.app from any modern browser and start playing.

Recommended specifications:

• Stable internet connection (minimum 3 Mbps for smooth gameplay)
• Updated browser with JavaScript and cookies enabled
• Screen resolution of at least 1024x768 for desktop, 375x667 for mobile

If you're experiencing issues with games not loading, try these troubleshooting steps:

1. Refresh the page: Press F5 or click the refresh button
2. Clear browser cache: Go to browser settings and clear cached images and files
3. Check your internet connection: Ensure you have a stable connection with adequate speed
4. Update your browser: Make sure you're using the latest version
5. Disable browser extensions: Ad blockers and VPNs can sometimes interfere with game loading
6. Try a different browser: Switch to Chrome, Firefox, or Safari
7. Restart your device: A simple restart can resolve many technical issues

If the problem persists after trying these steps, contact our 24/7 support team with details about the game, your device, and browser. We'll investigate and resolve the issue promptly.

kapwing offers multiple ways to reach our 24/7 customer support team:

• Live Chat: Click the chat icon in the bottom-right corner of any page for instant assistance
• Email: Send your inquiry to [email protected] (response within 24 hours)
• FAQ: Browse this page for answers to common questions
• Help Center: Access detailed guides and tutorials in your Account dashboard

When contacting support, please include:

• Your username or registered email address
• Detailed description of the issue
• Screenshots or error messages (if applicable)
• Device and browser information
• Transaction ID or reference number (for payment issues)

Our support team speaks English and is familiar with Philippine banking systems, payment methods, and local gaming preferences. We're here to help you 24/7, every day of the year.