matejl Frequently Asked Questions

KYC (Know Your Customer) verification is a regulatory requirement under PAGCOR's licensing framework and the Philippine Anti-Money Laundering Act. It helps matejl confirm that you are who you say you are, that you are at least 21 years old, and that your account is not being used for fraudulent activity. Verification also protects you — it ensures that only you can access your account and request withdrawals. Most KYC reviews are completed within 24 hours of document submission.

No. matejl strictly enforces a one-account-per-player policy. Creating multiple accounts — whether under the same name or different names — is a violation of our Terms & Conditions and may result in the permanent closure of all associated accounts and the forfeiture of any balances. If you have forgotten your login details, use the password reset function or contact our support team for assistance.

On the matejl login page, click "Forgot Password?" and enter the email address associated with your account. We will send you a secure password reset link valid for 30 minutes. Click the link, enter your new password, and confirm it. For security reasons, matejl will never ask for your password via email, live chat, or phone. If you did not request a reset and receive one of these emails, contact our support team immediately.

You can request account closure at any time by contacting the matejl support team via live chat or email at [email protected]. Before closing your account, any remaining balance will be processed as a withdrawal to your verified payment method. Please note that if you are closing your account for responsible gaming reasons, a self-exclusion may be a more appropriate option — see our Responsible Gaming page for details.

matejl supports the following payment methods for Filipino players: GCash, PayMaya / Maya, bank transfer (BPI, BD O, Metrobank, UnionBank, Landbank, PNB, Security Bank), and debit card. All transactions are processed in Philippine Peso (₱). We do not accept credit cards for gambling deposits, and cryptocurrency is not supported on the matejl platform.

The minimum deposit at matejl varies by payment method. GCash and PayMaya deposits start at ₱100, making it easy for players from Manila, Cebu, Davao, and across the Philippines to get started without a large upfront commitment. Bank transfer minimums may be slightly higher depending on your bank's own transfer limits. Check the cashier section of your matejl account for the most current deposit limits.

Withdrawal processing times at matejl depend on your chosen method. GCash and PayMaya withdrawals are typically processed within 1–3 business hours once approved. Bank transfers to BPI, BDO, Metrobank, UnionBank, and other Philippine banks generally take 1–3 business days. All withdrawals are subject to a standard security review. Ensuring your KYC verification is complete before requesting a withdrawal will help avoid any delays.

matejl does not charge fees on deposits or withdrawals from our side. However, your bank or e-wallet provider may apply their own transaction fees — for example, some banks charge a small fee for interbank transfers. We recommend checking with your payment provider before initiating a transaction. GCash and PayMaya transfers between accounts of the same provider are generally free of charge.

Withdrawals may be declined for several reasons: your KYC verification is incomplete or pending, you have an active bonus with remaining wagering requirements, the withdrawal amount exceeds your verified limit, or there is a security flag on your account. If your withdrawal was declined, you will receive a notification explaining the reason. Contact the matejl support team via live chat for assistance — we aim to resolve withdrawal issues as quickly as possible.

matejl offers a wide range of online casino games designed for Filipino players. The game library includes online slots with various themes and jackpot sizes, live dealer table games like blackjack and baccarat, bingo rooms with multiple speed options, and specialty games. Featured titles include Ocean Phoenix and Double Exposure Blackjack. The full catalogue is accessible from the matejl Casino page.

Yes. All games on the matejl platform use certified Random Number Generator (RNG) technology to ensure that every spin, card draw, and number selection is completely random and independent of previous results. Our game providers are audited by independent testing laboratories to verify RNG integrity and published Return to Player (RTP) percentages. Live dealer games use physical cards and equipment streamed in real time, adding an additional layer of transparency.

Absolutely. The matejl platform is fully optimised for mobile play on both Android and iOS devices. You can access all games directly through your mobile browser — no app download is required, though a dedicated app may be available depending on your region. The mobile experience is designed to be smooth and responsive, whether you are playing on a budget Android phone in Quezon City or the latest iPhone in Makati.

RTP (Return to Player) is the theoretical percentage of wagered money a slot returns to players over a large number of spins. Most slots on the matejl platform have RTPs ranging from 94% to 97%, with some titles going higher. The RTP for each game is displayed in the game's information or paytable section. Keep in mind that RTP is calculated over millions of spins — it does not guarantee results in any individual session.

The matejl welcome bonus is automatically credited to your account upon your first qualifying deposit. Make sure you have completed KYC verification before depositing, as unverified accounts may not be eligible for promotional offers. The welcome bonus amount and any applicable wagering requirements are detailed in the current promotions section of the matejl platform. Always read the bonus terms before claiming any offer.

Wagering requirements (also called playthrough requirements) specify how many times you must wager your bonus amount before it can be withdrawn as real money. For example, a ₱500 bonus with a 20x wagering requirement means you need to place a total of ₱10,000 in bets before the bonus converts to withdrawable cash. Different games contribute differently to wagering — slots typically contribute 100%, while table games may contribute less. Check the specific bonus terms on matejl for exact contribution rates.

No — bonus funds must meet the applicable wagering requirements before they can be withdrawn. Your real money balance and bonus balance are tracked separately in your matejl account. You can always withdraw your real money balance at any time, but doing so before completing wagering requirements will typically result in the bonus and any bonus winnings being forfeited. The matejl cashier clearly shows your current bonus status and progress toward completing requirements.

Yes. matejl regularly runs promotions for existing players including reload bonuses, free spins on featured slots, cashback offers, and seasonal campaigns tied to Philippine events and holidays. Players in our loyalty programme earn points on every wager that can be exchanged for bonus credits. Check the promotions section of the matejl platform regularly, or opt in to email notifications to stay updated on the latest offers.

Yes. matejl uses industry-standard 256-bit SSL encryption to protect all data transmitted between your device and our servers. Your financial information is never stored in plain text, and payment processing is handled through PCI-DSS compliant systems. We do not sell or share your personal data with third parties for marketing purposes. For full details on how we handle your data, please read our Privacy Policy.

Two-factor authentication (2FA) adds an extra layer of security to your matejl account. To enable it, go to your account settings and select the Security section. You can set up 2FA via SMS to your registered Philippine mobile number or through an authenticator app. Once enabled, you will need to enter a one-time code in addition to your password every time you log in. We strongly recommend enabling 2FA to protect your account and funds.

If you suspect that someone has accessed your matejl account without your permission, act immediately: change your password, enable 2FA if not already active, and contact our support team via live chat to report the incident. Our security team will review your account activity and can temporarily freeze your account to prevent further unauthorised transactions while the investigation is underway. Do not share your login credentials with anyone — matejl staff will never ask for your password.

matejl provides a comprehensive set of responsible gaming tools to help players stay in control. These include deposit limits (daily, weekly, monthly), loss limits, session time limits, reality check reminders, cool-off periods (24 hours to 6 months), and permanent self-exclusion. All tools are accessible from your account settings. For a full overview, visit our Responsible Gaming page. Remember: Gambling is addictive. Know when to stop.

To self-exclude, go to the Responsible Gaming section of your account settings and select the self-exclusion option. Choose a temporary exclusion period (from 24 hours up to 6 months) or opt for permanent exclusion. Your account will be locked immediately, any remaining balance will be returned to your verified payment method, and you will be removed from all marketing communications. Permanent self-exclusion cannot be reversed. If you need help activating self-exclusion, contact our support team — we will process it without delay and without judgment.

The minimum age to register and play at matejl is 21 years old, in accordance with Philippine law governing casino-style gambling. We verify age during the KYC process and may request additional documentation at any time. Any account found to belong to a player under 21 will be immediately closed and any funds returned. We take underage gambling prevention seriously and cooperate fully with PAGCOR's player protection requirements.

If you feel that gambling is negatively affecting your life, finances, or relationships, please reach out for help. matejl's support team is available 24/7 and can activate account restrictions immediately. You can also visit our Responsible Gaming page for detailed guidance on our player protection tools. Remember: Gambling is addictive. Know when to stop. Seeking help is a sign of strength, not weakness — and the sooner you act, the easier it is to regain control.