FAQs

What are the requirements to be qualified to register an online account?

You must be 21 years old and above the legal age.

You cannot be a student, government official or employee, unregistered player in an outlet or banned individual as listed in PAGCOR's National Database for Restricted Persons (NDRP).

You must own at least one, valid, government-issued ID.

How do I join Vegas997?

You can register directly on the Vegas997 website. Simply click on the "Register" button on the homepage. Choose a username and complete the mandatory fields. Once you've entered your accurate information, click "Register”.

By creating an account with us, you confirm that you are over 21 years old.

Can I play with more than one Vegas997 account?

No, you can only have one Vegas997 account to play. Gaming regulations permit only one (1) account per individual in the Philippines.

Any duplicate accounts discovered in our system will be closed. If you have accidentally created multiple accounts, please contact our Customer Support. In case you forgot your login details, follow the account recovery steps rather than creating another account.

I forgot my password. What now? How do I get a new one?

If you have forgotten your password, click the “Forgot your Password?" link on the login screen.

You will be prompted to enter the username or e-mail address with which you registered your account at Vegas997.

We will then send you a confirmation code via SMS which you enter on the next screen, where you will be also asked to create a new password. Once this correct code is entered, and you type in your new password, you will be allowed to update your password successfully and login, in using the new password.

Unable to create an account, what's wrong?

If you are unable to register an account, it could be related to the following:

Your details have already been registered.

The incorrect country was selected.

VPN is in use.

If you don’t recall registering an account with Vegas997, a VPN is not in use and the correct country is being selected, please contact our Customer Support Team.

I cannot remember if I have a Vegas997 account. How do I check this?

If you believe that you have already created an account at Vegas997, but aren’t quite sure, an excellent first step is trying the “ Forgot your Password?” link in the login screen.

If you have already registered an account, you will receive a code via SMS to reset your password. You will then need to log in with your registered email address and new password.

Should the forgot password screen not help, please contact Customer Support for more assistance. Be sure to contact Support before creating an additional account. Creating multiple accounts violates our terms and risks suspension of both accounts.

How do I manage communications from Vegas997?

To enable or disable communications from Vegas997, visit our friendly Customer Support and ask one of our Representatives to enable/disable different means of communication from Vegas997.

We recommend that you enable consents, so you don’t miss out on any offers. All rewards at Vegas997 have an expiry date, and players who decline communications often miss out on these offers. Most of the unclaimed rewards are from accounts that do not have consent turned on.

Consenting to marketing at Vegas997 will not fill your inbox filled with useless marketing materials. We only communicate relevant offers and essential account information to our customers. We will never share your personal information with third-party companies.

How do I correct or update account information?

Personal information can only be changed by the Customer Support team. To correct or update any personal information, contact us and we will be happy to assist.

I can't login to my account, why?

• Double-check that the username/email address and password you entered are correct. The password is case sensitive so make sure your Caps Lock key is turned off.
• If you have recently changed your password and can't access your account, please clear the Cookies & Cache within the internet browser or try using a different browser.
• If you are still experiencing difficulties logging in to your account, please contact our Customer Support Team for further assistance. You can contact us via live chat or email.

How can I get in contact with Customer Support?

Our specialized Customer Support Team is always ready to assist you via Live Chat, E-mail, and Phone. You can also check our FAQs within the Help Centre which covers a wide range of key topics, from Withdrawals to Verification.

• Live Chat - Click on the “Chat” Icon, in the left corner
• E-mail - You can send an e-mail to [email protected]
• Phone - Reserved for Responsible Gaming emergencies: +639671478666

How do I close my account?

In order to request to have your account closed, you would need to Contact our Customer Support Team. You can contact us via live chat or email.

• We also offer self-exclusion:
• Self-Exclusion -This feature allows you to deactivate your account for a time period of the following:
• 30 days, 3 Months, 6 Months, 12 Months, Permanently, or you can choose your own time frame, up to 5 years.*

You will not be able to log in to your account for the duration of the selected time period and you will not receive newsletters from Vegas997 via e-mail.

Select one of the above Account Restriction Options and learn how to set these limits or contact our Friendly Customer Support team for more guidance on how to use our Responsible Gaming Tools. You can read more about our Responsible Gaming Awareness Program under the Responsible Gaming section.

Which currencies do you offer?

All transactions are only in PHP (Philippine Peso).

May I deposit or withdraw with another person's account?

No, this is strictly forbidden.

What is the minimum deposit amount of Vegas997?

An initial minimum deposit PHP 500 is required by the player, when depositing online.

How do I make a deposit/withdrawal?

Directly with Vegas997 Platform. Vegas997 provides a one-stop-shop payment solution, which includes e-wallets, over-the-counter options, and online bank transfers.

How long does it take to make a deposit?

Cash deposits are credited to your Vegas997 player balance in real-time. For special cases, players may contact our 24/7 Customer Service.

How long does it take for withdrawal?

With Vegas997, we can assure you that your transactions are convenient, hassle-free, seamless, and secure. Withdrawal processing may take 24-72 hours or the next banking days upon receipt of request. KYC verified customers with withdrawal requests may have faster processing times up to 50,000PHP in amount.

What is the minimum withdrawal amount of Vegas997?

When it comes to cash withdrawals, a minimum withdrawal amount of 200 PHP with 1x wagering requirement must be made with a maximum of 500,000 PHP. For amounts above the mentioned, please contact our 24/7 Customer Service for assistance and checking.

Why am I unable to withdraw my winnings or balance?

If you are unable to request a withdrawal, the reason could be one of the below:

Funds are linked to an active bonus on your account which still needs to be wagered.

Deposits must be wagered in full at least one time.

Withdrawals must be requested to the payment method that was used when depositing.

If you still cannot proceed with your withdrawal after these checks, please contact our Customer Support Team.

Is my money safe at Vegas997?

Yes. As per our regulations, customers' funds are held in separate bank accounts and are regulated with 'Tier-1' of financial institutions. Tier-1 is the core measurement of a bank’s financial strength from a regulator’s standard.

FBM Group employs the highest standards to ensure account integrity, particularly any identifying information in terms of personal and payment details. Per regulation, customer and company funds are completely isolated from each other in separate bank accounts.

Is my data secure?

Yes. Your data is protected using our in-depth technical security precautions to ensure breach protection and data integrity is prime. Visit our Privacy Policy page to learn more.

Is my personal information secure?

Yes. We will make sure that your details are secure all of the time. We use the best quality security measures Secure Socket (SSL 128-bit encryption Standard) which is stored in a secure operating environment. Vegas997 will not disclose your personal information to any third party.

How do I verify my account?

When you are required to verify your account, once you see a "red dot" on your Player Profile, ( you will be noticing the same mark under "My Account", "Verification" section ), you will be able to upload your documents.

The KYC must be accomplished, in order to make any transactions with Vegas997.

This verification is completed by securely uploading the requested documents via the upload feature within your account.

Direct uploads help us to ensure the highest level of security. You can also send your documentation via Live Chat or E-mail [email protected])

Your uploaded documents will be reviewed by KYC experts within 24 hours. After the documents are validated, we will proceed with a Video call to confirm your identity and after a successful call, your Vegas997 account will be verified.

KYC verification required by PAGCOR.

How long will it take for my documents to be reviewed?

Upon uploading your documents, they will be reviewed within 24 hours.

Once the documents have been processed, you will receive a confirmation.

Why do I need to verify my account?

We have a legal obligation to confirm your identity in order to comply with the regulations and legislation. This includes verifying that funds are deposited using a legitimate source of funds, players are of the legal age to use Our services, and the prevention of fraudulent activities.

We strive to offer a secure gaming environment for all our players, and We, therefore, ask for your help by sending the requested documents for Verification. KYC verification required by PAGCOR.

How do I know if the documents I am sending will be acceptable?

When sending in your documents for Verification, it's important that the entire document is visible, clear and easily readable.

The picture must be in color, and all 4 corners of the document must be visible. Pictures that are blurry and unclear cannot be accepted.

If you have received an e-mail stating that your document was rejected due to the picture being unclear, you would need to provide better-quality copies again and ensure the picture is clear.

When your KYC is accepted, you will receive a confirmation email.

How do I know when my account is verified?

When your account has been verified, you will receive a confirmation message from Vegas997. If there is a problem with one or more of your KYC documents, we will contact you and request a re-upload of the document(s).

Please be patient while we process your KYC. We strive to get KYC checks completed as soon as possible, but sometimes delays occur due to the length of the KYC queue. Each KYC check is performed manually. With that said, processing KYCs is a top priority for our Verification team, and we are continually working to improve that process.

Is it safe to upload my documents to Vegas997 website?

Yes. All documents uploaded on the Vegas997 website are treated with high standards of security and discretion. Your documents are only accessed by our highly-trained personnel on a need-to-know basis.

What is a Bonus?

Bonuses usually take the form of funds or free spins, free bets, which are given to players to enjoy our games.

Why can't I withdraw my bonus?

When requesting a withdrawal, you should make sure that your funds are not linked to an active bonus on your account which may require wagering.

If you are still having issues requesting a withdrawal, please contact our Customer Support Team.

Is Vegas997 is regulated?

We are regulated and we hold a PAGCOR license in the Philippines.

This license is the backbone of our operations and regulates Us as a company in order to be able to maintain a safe and secure gambling environment.

Our mission is for you, as our player, to feel confident playing with Us in knowing that our site is fully compliant with all the relevant laws and regulations.

How can I be certain games are fair?

All games offered online are approved and comply with the rules and regulations of PAGCOR.

Is it safe to play at Vegas997?

Yes. Player safety and security are paramount concerns at Vegas997. A well-trained and competent team is continuously reviewing policies and procedures to ensure the safest remote gaming experience in the industry.

Here are some ways in which we promote safe and secure gameplay:

Strict Regulation: We are licensed by PAGCOR, a regulatory body in the Philippines. They oversee one of the most strict and comprehensive remote gaming regulatory regimes. As regulations do change from time to time, Vegas997 will inform its customers whenever a regulatory change materially affects their gameplay.

Randomization: A Random Number Generator is built into every Bingo, Table, Card, Slots, RNG game. Random Number Generators ( RNG ) ensure that every spin or card deal is entirely random, they are not programmed to win or lose. Clicking “Play” essentially calls up the random number generator which pulls random number/card combinations from billions of possible configurations.

Payments Team: They are on a constant lookout for suspicious or risky behavior. If one of our Payments team members sees unusual activity on your account, they will flag it for additional review. We apologize for any temporary inconveniences this may cause when an action is flagged as a risk, but rest assured these protocols are in place to protect you first and foremost.

Responsible Gaming: We take Responsible Gaming issues very seriously. We have included several resources should you suspect that you may have a gambling problem.

Responsible Gaming Page: This page on our website offers helpful insights to avoid problem gambling and additional third-party resources.

Account Limits: This section under “My Account” allows you to control your level of gambling through instruments like deposit limits, timeouts, and self-exclusions, loss limits, reality checks.

The game stream keeps freezing. What to do?

The speed of your Internet connection has an influence on the quality of the video stream. Vegas997 games are optimized to run on a broadband Internet connection, so we do not recommend playing using a slower connection.

If you are using a broadband connection, but keep experiencing streaming issues, you can try to improve the quality of the video stream by closing other windows or programs running in the background, reducing the screen resolution from the game's menu, or resizing your browser window to be smaller.

Which games are available to play on mobile?

All games are available on Mobile, Tablet, and Desktop. You will get the same rich playing experience anytime and anywhere.

What is the maximum/minimum bet amount of Vegas997?

Each betting product has its own maximum stake and this amount may increase or decrease depending on the bet's pool size and the time the bet was placed. It is advisable to refer to the MAX/MIN stake on the mini-bet list shown by clicking on the price whenever you want to place a bet.

Can I try the games without real money?

Yes. Most of our games have Free Trial mode for everyone to enjoy.

Please click on “Free Trial” once you choose your favorite game. When it comes to playing for real money, you would need to register an account.

What is Wagering?

Wagering requirements are the mechanism that converts Bonus Money to Real Money that is able to be withdrawn. A bonus "wagering requirement" means that you must play the amount offered and/or deposited a certain number of times, in order to complete the bonus and unlock your funds.

Bonus Money is funds awarded by Vegas997 via free spins, bonus money drops, or other fiscal rewards. Examples of bonus money are matching funds from reload bonuses and winnings from free spins. In your account details, you will see both your Real Money and Bonus Money balances.

For example, if you received a 20 PHP bonus with an X35 wagering requirement of 20 PHP with a 14-day expiry, this means that you will have to play 20 PHP x 35 (700 PHP in total) within 14 days to be able to complete the bonus.

As soon as the wagering requirements are met, you can then withdraw your funds.

Please keep in mind that not all games contribute the same amount towards wagering. You can check the different wagering contribution percentages from the bonus offer, or from the Game Rules here.

I cannot open a game, what's wrong?

If you are experiencing issues when attempting to open a casino game, please try the following:

Clear the internet browser's cookies and cache.

Ensure that your internet connection is stable.

Download the latest version of your internet browser.

Make sure the latest version of Flash Player is installed.

If the issue persists, please contact Our Customer Support Team.

What happens if my Internet connection is lost during a game session?

First of all, don't worry. You will not lose out on any potential winnings if the connection to the game server is lost during gameplay. All games are logged separately, so your session will be saved if an error occurs. If you were in the middle of a spin or bonus, the system will automatically finish and pay, but you will not be able to view that spin’s animation.

For example, if your connection is lost in the middle of a bonus, you’ll see a larger balance in your account when your connection is restored (provided that the remaining bonus was going to payout). While you will not see the animation, the result of a spin/bonus is logged in our system, and your account will be paid accordingly.

If your computer/mobile does have an internet connection, but you are having some issues with Vegas997, we recommend you restart your device. If the Vegas997 website is still not working for you after restarting your computer or mobile device, please contact Customer Support via Live Chat or email [email protected]. and describe the problem in as much detail as possible.

What should I do if a technical error occurs on the website?

At Vegas997, the results of every game round are stored in a database even before the game’s animation is completed. If an error occurs due to a lost connection in the middle of a game round, rest assured that your data is saved. For most games, the eventual result that was interrupted and the winnings, if any, will be paid into your account.

If a game developer has problems on their end, an error message should appear stating those details when the game launches. We apologize for any inconvenience. With that said, such interruptions rarely occur.

For any errors that you cannot resolve with a reload or restart, we kindly request that you contact Customer Support and provide them with as much detail as possible. Information that will help us identify and expedite your issue includes:

• Game name (if applicable)
• Time of incident (as close as possible)
• Wager amount (if known and applicable)
• Description of incident

It always helps if you can provide a screenshot of the event. To capture a screenshot, perform the following keyboard actions:

Windows: Win+PrtScn

MacOS: Shift+Command+3

Mobile Devices:

This varies by device. See your device manufacturer for details.

• Email all information, including screenshots if taken, to [email protected]

How do I clear cookies and cache?

A common fix for most technical issues you might experience when playing on our website can be solved by clearing the web browser's cookies and cache. You can learn how to clear cookies and cache for your specific web browser by clicking one of the below:

• Google Chrome → Clear cache & cookies - Computer - Google Account Help
• Mozilla Firefox → How to clear the Firefox cache | Firefox Help
• Safari → Clear the history and cookies from Safari on your iPhone, iPad, or iPod touch
• Microsoft Edge → Delete cookies in Microsoft Edge

Is there a specific web browser that you recommend?

When it comes to enjoying our services, we recommend the latest version of Google Chrome.

For Mac users, we recommend the latest version of Safari.

How do I take a screenshot?

Taking a screenshot means taking a photo of what is currently visible on your screen. The image is saved as a file on your mobile and can easily be attached to an email and sent to us.

• This is how you take a screenshot in iOS for an iPhone:

1. Make sure that the current view on the screen is what you want to take a screenshot of.
2. Press the phone’s home screen button and the top button (the one used for locking/power) simultaneously.
3. Go to your photos, you should see the screenshot saved in your camera roll
4. Send us the screenshot in an email

• Instructions for Android phones:

1. Make sure that the current view on the screen is what you want to take a screenshot of.
2. Press the phone’s power button and the volume button simultaneously, until you hear a click or screenshot sound.
3. Go to your gallery, you should see the screenshot saved
4. Send us the screenshot in an email

What is your OTP?

Your One-Time-PIN (OTP) is an auto-generated unique code, which is sent to your registered mobile number via SMS when you register and each time, you are about to access the Vegas997 website.

If you did not receive your OTP code, please contact Customer Service.

What is Responsible Gaming?

Awareness of gaming, where the aim is to create a safe and secure environment for Our players.

FBM EMOTION is following the local regulator ( PAGCOR ) requirements and honors the Pursuant to Presidential Decree 1869 (PAGCOR Charter) about limited access, in the RG Code of Practice.

You can read more about Responsible Gaming on our website, under the Responsible gaming section, or visit the official website of PAGCOR for more information.

• "Keep it fun, game responsibly."

What is problem gambling?

Problem gambling or compulsive gambling, when you have difficulty controlling your gambling activity in a rational way.

What are the signs of problem gambling?

Feeling unhappy, anxious, frustrated or worried about your gambling behavior.

Continuously thinking or speaking too much about gambling.

• Gamble with the hope to recover from the losses
• Experiencing extreme highs from wins and extreme lows from losses
• Finding it difficult to control or stop gambling
• Emotional instability
• Asking for money, selling things, committing (or considering committing) criminal activity to obtain money for gambling
• Having increased debt, unpaid bills, or other financial troubles because of your gambling
• Gambling to escape personal problems or to relieve feelings of anxiety, depression, anger, or loneliness
• Neglecting family or household responsibilities because of gambling

Are there any gaming restrictions imposed by Philippine laws and regulations?

Yes, there are restrictions imposed by PAGCOR. The following persons are not allowed to enter, stay and/or play:

Government officials are connected directly with the operation of the Government or any of its agencies.

Members of the Armed Forces of the Philippines, including the Army, Navy, Air Force, or the Philippine National Police.

Persons under 21 years of age or student at any school, college, or university in the Philippines. Anyone is included on the NDRP Registration of Gaming Members

• GEL Holders

What are the negative impact of excessive gambling?

• Emotional, Mental Health issues
• Physical Health concerns
• Social problems
• Financial difficulties
• Legal trouble
• Family issues
• Loosing Friends

What is Self-Exclusion?

It is a voluntary exclusion from gambling activities. It is a program in which you are banned from entering premises where legalized gambling takes place.

Player Exclusion Types with PAGCOR.

Self-Exclusion - temporary or permanent.

Family-Exclusion - temporary.

Licensee Exclusion - temporary or permanent.

• Please visit the official website of PAGCOR for more information: https://www.pagcor.ph/regulatory/exclusion.php
• You can also reach out by sending an email to: [email protected]

How can I Self-Exclude myself?

• In order to self-exclude yourself, kindly visit the official website of PAGCOR:
• https://www.pagcor.ph/regulatory/exclusion.php
• You can download the self-exclusion form here: https://www.pagcor.ph/regulatory/exclusion2.php
• If you require more information, please reach out to the regulator directly by sending an email to: [email protected]

Where can I download the Exclusion Forms?

• You can download the Self-Exclusion forms from the below link: https://www.pagcor.ph/regulatory/exclusion2.php

If you require more information, please reach out to our Friendly Customer Support Team here or contact the regulator directly by sending an email to: [email protected]

Please note that, once an Exclusion Order is submitted with PAGCOR, such a request can not be revoked before the expiration date, and Self-Exclusion can not be lifted before the chosen self-exclusion period.

Do we have Helpline to players, who suffer from problem gambling?

YES, we do. We have 24/7 support facilities being set up for Our customers who seek help or their relatives.

Whoever feels the need of requesting help from Vegas997, can contact Us via Live chat, send us an email ([email protected]), or if you sense that a gambling problem has occurred & it impacted your & family's well-being.