DTI Complaint for “Online Card Game” Fraud (Philippines)

A practical, everything-you-need guide — Philippine context

This guide explains when and how to bring a Department of Trade and Industry (DTI) consumer complaint for problems tied to online card games—e.g., you bought credits/items that never arrived, a seller misrepresented a product, or a platform used unfair or deceptive practices. It also flags when DTI is not the right venue and where to go instead.

1) First, confirm what kind of “online card game” issue you have

A. Consumer purchase of digital goods/services

Examples: Bought game credits, season passes, “loot boxes,” card packs, or paid subscriptions; the listing was deceptive; delivery failed; refund promises weren’t honored.
Likely venue: DTI (consumer protection for goods/services sold to Philippine consumers), especially if the merchant/platform markets to PH users or operates in the Philippines.

B. Real-money gambling / betting (e.g., wagering on online card games)

Examples: Real-cash bets, casino-style “card games” (poker/blackjack) with cash-out.
Likely venue: PAGCOR (regulator for gambling) for licensing/anti-illegal gambling angles, plus NBI/PNP-ACG for criminal fraud. DTI is not the gambling regulator.

C. Unauthorized charges / payment-card fraud

Examples: Stolen card used for in-app purchases; phishing; hacked account.
Venues:
- Your bank (chargeback/dispute under card rules),
- E-wallet/payment provider (GCash/Maya dispute channel),
- NBI/PNP-ACG for criminal complaint,
- DTI may be secondary if there’s a deceptive merchant practice (e.g., fake seller).

D. Data misuse/privacy breaches (spam, doxxing, illegal sharing)

Venue: National Privacy Commission (NPC) for Data Privacy Act complaints.

Rule of thumb: If it’s a consumer purchase problem with a merchant, start with DTI. If it’s gambling, criminal fraud, or payment-card theft, loop in PAGCOR/NBI/PNP-ACG/bank as appropriate.

2) Legal anchors you’ll rely on (plain-English)

Consumer Act of the Philippines (R.A. 7394): Bans deceptive, unfair, or unconscionable sales acts. Covers refund/repair/replacement remedies and administrative enforcement by DTI (fines, orders, permit actions).
E-Commerce Act (R.A. 8792): Validates electronic documents, e-signatures, and online consent—so your screenshots, chat logs, and e-receipts are valid evidence.
Cybercrime Prevention Act (R.A. 10175) + Revised Penal Code (e.g., estafa): For criminal fraud, phishing, account takeovers.
Access Devices Regulation Act (R.A. 8484): For credit/debit/e-wallet fraud.
Data Privacy Act (R.A. 10173): For personal data abuse.
PAGCOR charter & rules: Governs gambling; DTI doesn’t license gambling.

3) Who can you name in a DTI complaint?

The seller/merchant (local business name/person).
The platform (if it actively sells or controls the transaction terms and misleads consumers).
A PH-based representative of a foreign platform (if available).
Unknown/unregistered sellers: You can still file; DTI can investigate and coordinate with enforcement (e.g., order takedowns, issue show-cause letters). Identification improves your chances.

Payment providers (banks/e-wallets) are usually not liable for merchant fraud unless they engaged in deceptive practices—but they handle disputes/chargebacks in parallel.

4) What DTI can order vs what it can’t

DTI can:

Mediate and facilitate refund/replace/repair or service completion.
Issue cease-and-desist orders for deceptive practices.
Impose administrative fines and permit/business-name actions against noncompliant businesses.
Refer criminal facets to NBI/PNP-ACG; coordinate with LGUs, BIR, etc.

DTI can’t:

Put people in jail (that’s for criminal courts after investigation/prosecution).
Force offshore entities with no PH presence to comply (enforcement becomes harder—still file; it creates a record and may trigger platform cooperation).
Decide gambling licensing disputes (that’s PAGCOR).

5) Evidence checklist (digital matters most)

Bring as many of these as you can:

Proof of transaction: order numbers, e-receipts, email/SMS confirms, in-app purchase history, wallet/bank transaction refs, screenshots (full screen with date/time if possible).
The listing/offer: screenshots of what was promised, pricing/odds/terms, marketing claims.
Communications: chat/DM/email threads with timestamps; attempts to resolve.
Identity traces: business name/DTI BN certificate, links to seller profile, page URLs, store IDs, phone numbers, GCash names/QRs.
Loss computation: amounts paid, undelivered items, promised refunds.
Your device/account details: game username/ID, platform (Android/iOS/PC), version, order IDs (Google Play/App Store/Steam).
For gambling-like features: any cash-out flows, wallet linkage, “win probability” representations, or real-money conversions.

Pro tip: Export chats/receipts to PDF, keep original image files, and maintain a chronological log.

6) Step-by-step: Filing a DTI consumer complaint

Prepare a short narrative (1–2 pages)
- What you bought, when, from whom, how much; what went wrong; what remedy you want (refund, delivery, cease deceptive ads).
Attach evidence (see §5).
File with DTI (national or regional/provincial office; online and walk-in channels exist).
Mediation/Preliminary conference
- DTI invites the seller/platform to settle. Many disputes resolve here with refund/fulfillment.
Adjudication (if needed)
- If mediation fails, DTI may issue orders (compliance, fines, takedown/cease) after evaluating evidence and applicable rules.
Enforcement/Follow-through
- Monitor compliance. If the case shows criminal elements (estafa, access-device fraud), submit/coordinate with NBI/PNP-ACG in parallel.

You can pursue Small Claims Court (money claims up to ₱1,000,000) separately if you want a civil judgment for damages/refund. Barangay conciliation may or may not apply (often impractical when parties are in different LGUs/online-only).

7) Remedies you can realistically seek at DTI

Full/partial refund; delivery of paid items; replacement of defective digital goods (e.g., non-functioning code).
Cease-and-desist on misleading ads, rigged promotional mechanics, fake scarcity/discounts.
Corrective disclosures (e.g., show real terms/odds if they were previously hidden or misleading).
Administrative fines and business-name/permit actions against the merchant.

If you suffered identity theft or card fraud, your bank/wallet dispute may yield a chargeback; DTI can bolster your narrative, but card rules and BSP-supervised procedures govern refunds on unauthorized payments.

8) Special issues for online card games

Misleading “chance” mechanics (loot packs/card draws): Marketing cannot overstate odds or guarantee results. Ambiguous “near-miss” claims or fake “limited-time” pressure can be unfair/deceptive.
Undelivered or revoked items: If purchased items vanish after payment (e.g., wrongful bans or rollbacks without due process), you can claim non-delivery/breach.
Unfair terms: Terms of service cannot waive consumer protection wholesale; one-sided clauses may be struck down if unconscionable.
Minors: If the buyer is a minor, additional capacity/consent issues can support refunds/voiding transactions.
Cross-border platforms: Enforcement is harder but not futile—DTI complaints plus platform app-store disputes (Google Play/App Store/Steam) often pressure compliance.

9) Parallel moves you should consider (often increase success)

Bank/e-wallet dispute: File immediately for unauthorized or undelivered purchases.
App store dispute: Seek refunds through Google Play/App Store/Steam policies when the merchant is unresponsive.
Report pages/listings: Use the platform’s “report seller/ad” function; preserve the report confirmation.
Criminal report: If there’s deceit and intent to defraud, file with NBI/PNP-ACG.
Privacy complaint: If your data was misused, file with NPC.

These parallel tracks don’t block a DTI complaint and often speed up outcomes.

10) Decision tree (quick triage)

Is there real-money betting/cash-out? → PAGCOR + NBI/PNP-ACG (+ DTI only if there’s separate deceptive selling).
Is it a purchase of credits/items/subscription with non-delivery or deception? → DTI (primary).
Were charges unauthorized? → Bank/e-wallet dispute (+ NBI/PNP-ACG if criminal).
Was your data abused? → NPC.

11) Template: DTI Complaint Letter (you can copy-paste & fill in)

Subject: Consumer Complaint – Online Card Game Purchase (Non-Delivery/Deceptive Practice) Complainant: (Your Full Name, Address, Mobile, Email) Respondent: (Business Name/Individual, Platform Page/URL, Contact) Transaction Details: – Date/Time: (e.g., 15 Sept 2025, 8:30 PM) – Item/Service: (e.g., 5,000 Diamonds / Card Pack – Mythic Tier) – Amount Paid & Mode: (e.g., ₱2,499 via GCash Ref. 123456789) – Order/Invoice/In-App ID: (if any) Facts:

I saw the listing/offer stating (key promises/terms).

I paid on (date/time); proof attached.

The seller/platform failed to deliver / delivered a different item / refused refund despite repeated follow-ups (see screenshots).

The advertising/terms were misleading because (explain). Relief Sought: – Full refund of ₱____ (or delivery of purchased item), – Cessation of misleading ads/representations, – Any other relief DTI deems proper. Attachments: Proof of payment; listing screenshots; chat/email threads; my ID (optional); other evidence.

Sign and date. You may add a simple Affidavit (see below).

12) Template: Affidavit (optional but strong)

I, [Name], of legal age, Filipino, with address at [address], after having been duly sworn, depose and say:

I purchased [item/service] from [seller/platform] on [date] for ₱[amount] via [payment method/ref no.].

The seller/platform represented that [key promise/term].

Despite payment, [non-delivery/misdelivery/refusal to refund].

Attached are true copies of [receipts, screenshots, order pages, chats].

I am filing a complaint before DTI for [refund/cease deceptive practice/etc.]. Affiant further sayeth naught. (Signature above printed name) SUBSCRIBED AND SWORN before me this [date] in [city].

13) Practical tips that win cases

Be specific, not emotional. Timelines + amounts + exhibits.
Compute clearly. Total outlay, what you received (if any), and net claim.
Ask for concrete relief. “Refund ₱____,” not just “justice.”
Preserve accounts. Don’t delete the app/profile until you’ve exported evidence.
Don’t threaten crimes lightly. If you allege estafa, be ready to show deceit + damage.
If minors are involved, mention it—often strengthens refund claims.
Cross-border? Still file. Pair it with app-store/bank disputes; often the fastest actual refund.

14) After DTI: What if you still aren’t made whole?

Small Claims Court (up to ₱1,000,000): Quick civil route; lawyers optional.
Criminal complaint (NBI/PNP-ACG): For fraud, access-device violations, computer-related offenses.
NPC complaint: For privacy/data issues.
Follow-up with platforms/app stores using DTI case numbers—this often unlocks refunds.

15) One-page checklist (tear-off)

Classify the issue (DTI vs PAGCOR/bank/NBI/NPC).
Gather proofs (receipts, listings, chats, IDs, logs).
Draft narrative + amounts claimed.
File with DTI; attend mediation.
Run bank/app-store refund channels in parallel.
Escalate to adjudication or Small Claims if needed.
Consider criminal/privacy filings where facts fit.

If you want, tell me your exact scenario (what you bought, from whom, when, how much, and what went wrong) and I’ll tailor the DTI complaint packet (letter + affidavit + exhibit list) to your facts and compute a clean refund claim.