Frequently Asked
Questions

KYC stands for Know Your Customer. It is a mandatory identity verification process required before sm77 can process any withdrawal from your account. KYC serves two important purposes: it confirms that you are who you say you are, and it verifies that you meet the 21+ age requirement. KYC also protects you — it ensures that no one else can withdraw funds from your account without your knowledge.

sm77 accepts the following Philippine government-issued IDs for KYC verification:

• Philippine Passport
• SSS ID or UMID Card
• PhilSys National ID
• Driver's License (LTO)
• PRC Professional ID
• Voter's ID

Please ensure your ID is valid (not expired), clearly photographed, and shows your full name and date of birth. Blurry or cropped images will be rejected and you will be asked to resubmit.

No. sm77 strictly enforces a one-account-per-player policy. Creating multiple accounts is a violation of our Terms & Conditions and may result in the permanent suspension of all associated accounts and forfeiture of any balances. If you have forgotten your login details, use the password reset function on the sm77 Login page rather than creating a new account.

Visit the sm77 Login page and click "Forgot Password." Enter the email address associated with your account and we will send you a secure password reset link. The link is valid for 30 minutes. If you do not receive the email within a few minutes, check your spam or junk folder. If you still cannot access your account, contact our support team at [email protected].

The minimum deposit at sm77 is ₱100. Maximum deposit limits vary depending on your chosen payment method and your account verification status. Fully KYC-verified accounts enjoy higher deposit limits. For specific limits on your preferred payment method, please refer to the cashier section of your sm77 account or contact our support team.

GCash and PayMaya deposits are typically credited to your sm77 account instantly or within a few minutes. Bank transfers (BPI, BDO, Metrobank) may take up to 30 minutes during business hours, and up to a few hours during weekends or public holidays. If your deposit has not appeared after 2 hours, please contact our support team with your transaction reference number.

sm77 processes withdrawal requests within 24 hours on business days. GCash and PayMaya withdrawals are typically completed within 1–4 hours after processing. Bank transfers to BPI, BDO, and Metrobank may take 1–3 business days depending on your bank's processing times. Please note that your first withdrawal requires completed KYC verification before it can be processed.

sm77 does not charge any fees on deposits. For withdrawals, sm77 also does not impose platform-side fees. However, your bank or e-wallet provider may apply their own transaction charges — for example, some banks charge a small fee for interbank transfers. We recommend checking with your payment provider for their applicable rates. Any third-party fees are outside sm77's control.

Withdrawals may be delayed or rejected for the following reasons:

• KYC verification has not been completed;
• The withdrawal amount exceeds your available balance after active bonus wagering requirements;
• Your account details do not match the name on your registered payment method;
• A security review has been triggered on your account;
• Your account has an active self-exclusion or cooling-off period.

If your withdrawal was rejected, our support team will notify you by email with the specific reason and the steps needed to resolve it.

Keno Bonus Number is sm77's enhanced keno game format where, in addition to the standard drawn numbers, a special Bonus Number is selected each round. Matching the Bonus Number alongside your chosen numbers multiplies your payout according to the current bonus multiplier table. Draws happen at regular intervals, and results are displayed in real time on the Keno Bonus Number page. It's a fast-paced, exciting format that gives Filipino players more ways to win per round.

Yes. sm77 is fully optimised for mobile play. The platform runs smoothly on Android and iOS devices through your mobile browser — no app download is required. All games, including live casino, slots, bingo, and keno, are accessible on mobile. For the best experience, we recommend using a stable Wi-Fi or LTE connection, especially for live dealer games that require a consistent video stream.

Yes. All sm77 slot and RNG-based games use certified Random Number Generator (RNG) technology to ensure that every outcome is completely random and independent of previous results. Live dealer games are conducted in real time with physical cards, wheels, and equipment — the results are determined by real-world physics, not software. sm77 is committed to fair play and transparent game outcomes for all Filipino players.

sm77 covers a wide range of sports popular among Filipino bettors, including:

• Basketball: PBA, NBA, FIBA, and international leagues;
• Boxing: Major world title fights and Filipino boxing events;
• MMA / UFC: All major UFC cards and regional MMA events;
• Football: Premier League, La Liga, Serie A, and more;
• Volleyball: PVL and international competitions;
• E-sports: Mobile Legends, Dota 2, and other popular titles.

A wagering requirement (also called a playthrough requirement) is the number of times you must wager your bonus amount before the resulting winnings become withdrawable. For example, if you receive a ₱500 bonus with a 20x wagering requirement, you must place a total of ₱10,000 in bets before you can withdraw winnings from that bonus. Different games may contribute different percentages toward meeting the wagering requirement — slots typically contribute 100%, while table games may contribute less.

No. Bonus funds cannot be withdrawn directly — they must first be converted to real money by meeting the applicable wagering requirements. Only the real-money winnings generated after completing the wagering requirements are eligible for withdrawal. If you choose to withdraw before completing the wagering requirements, any remaining bonus funds and associated winnings will be forfeited. Your own deposited funds (non-bonus balance) can always be withdrawn at any time, subject to standard withdrawal processing.

Yes. sm77 regularly runs promotions for existing players, including reload bonuses, cashback offers, free spins on selected slots, and special event promotions tied to major Philippine holidays and sporting events like PBA playoffs and boxing world title fights. Log in to your sm77 account and visit the Promotions section to see all currently active offers. Promotions are updated regularly, so it's worth checking back often.

Bonuses may not be credited for the following reasons:

• You did not opt in to the promotion before making your qualifying deposit;
• Your deposit did not meet the minimum amount required for the bonus;
• The promotion has expired or is no longer active;
• Your account already has an active bonus that must be completed first;
• Your account is not eligible for the specific promotion.

If you believe a bonus was not credited in error, contact our support team at [email protected] within 48 hours of the qualifying deposit.

You can set deposit limits, loss limits, and session time limits directly from the Responsible Gaming section in your sm77 account settings. Limits can be set on a daily, weekly, or monthly basis. Reducing a limit takes effect immediately. Increasing a limit requires a 24-hour cooling period to give you time to reconsider. These tools are free to use and available to all sm77 players at any time.

To request self-exclusion, contact our support team at [email protected] and state that you wish to self-exclude. Self-exclusion is available for a minimum period of 6 months or permanently. Your account will be restricted within 24 hours of your request. During the exclusion period, sm77 will not send you any promotional emails or bonus offers. Self-exclusion is free of charge and irrevocable for the chosen period.

If you feel that gambling is no longer fun and is starting to affect your finances, relationships, or mental health, please take action immediately. You can:

• Use sm77's self-exclusion tool by contacting [email protected];
• Set strict deposit and loss limits on your account;
• Contact the National Center for Mental Health (NCMH) crisis hotline for confidential support;
• Reach out to PAGCOR's responsible gaming resources for guidance.

Remember: problem gambling is a recognised health condition, not a personal failing. Help is available, and recovery is possible. You do not have to face this alone.

No. Once a self-exclusion is active on your sm77 account, we will immediately remove you from all marketing and promotional communications. You will not receive bonus offers, promotional emails, or any other materials designed to encourage gambling activity. If you receive any such communication after your self-exclusion has been confirmed, please notify our support team immediately so we can investigate and correct the issue.