How to File a Complaint Against Online Gaming Platforms and Agents in the Philippines

Scope: Philippine law and regulators. This guide covers real-money online gambling (e-casino, e-bingo, sports betting, POGO-facing sites, “color game” apps, e-sabong clones, etc.) and “agents” who recruit or handle bettors. It also notes where to go if your issue is mainly about payments, privacy, or fraud.

Not legal advice. Procedures change; confirm local requirements for your city/province or consult counsel for case-specific strategy.

Key takeaways

Identify the target first: Is the platform PAGCOR-licensed (legal) or illegal/offshore (unlicensed)? Your pathway differs.
Pick the right venue(s):
- Licensed operator dispute (winnings withheld, unfair account closure): PAGCOR complaint + possible civil claim.
- Illegal site / scam app / agent shakedown: NBI-Cybercrime, PNP Anti-Cybercrime Group, and public prosecutor for estafa/illegal gambling/cybercrime.
- Unauthorized card/e-wallet charges: dispute with your bank/e-wallet, then escalate under the Financial Consumer Protection Act.
- Data misuse/harassment/doxxing: National Privacy Commission.
- Website blocking/takedown: route typically via DOJ Office of Cybercrime working with law enforcement; NTC implements blocks.
Bring evidence: keep raw screenshots/screencasts, transaction proofs, chat logs, URLs, domain/app names, wallet addresses, and your demand/complaint letters.
You can pursue both criminal (for fraud/illegal gambling) and civil (to recover money) remedies in parallel.

The legal landscape (what law applies)

PAGCOR Charter & regulations: PAGCOR licenses and supervises legal gambling (including authorized online offerings and POGOs serving offshore customers). Disputes with licensed operators go through PAGCOR’s grievance channels.
Illegal gambling: P.D. 1602 (stiffer penalties for illegal gambling), as amended (e.g., R.A. 9287 for illegal numbers games). Unlicensed online casinos/bookmakers generally fall here.
Cybercrime: R.A. 10175 (Cybercrime Prevention Act) covers computer-related fraud, unlawful access, and allows specialized cybercrime prosecution and evidence rules.
Estafa (swindling): Art. 315, Revised Penal Code—common for agent “investment”/rebate scams or rigged platforms.
Anti-Money Laundering: R.A. 9160 as amended by R.A. 10927 (casinos covered persons). Useful when funds flow through casinos/e-wallets/exchanges.
Data privacy: R.A. 10173 (Data Privacy Act) for doxxing, unlawful disclosure, excessive data collection, breaches.
Financial consumer protection: R.A. 11765 (Financial Consumer Protection Act) for banks/e-money issuers/virtual asset service providers (VASPs) handling your disputed payments.
E-commerce rules: R.A. 8792 (E-Commerce Act) and R.A. 11967 (Internet Transactions Act, 2023). Gambling is typically carved out and handled by sector regulators (PAGCOR), but some deceptive sales conduct by “agents” can still be actionable under general law.
Evidence: Rules on Electronic Evidence (A.M. No. 01-7-01-SC) govern how screenshots, emails, logs, and videos are authenticated in PH courts.
Small claims: As of 2023, money claims up to ₱1,000,000 may use Small Claims (A.M. No. 08-8-7-SC, as amended) for faster civil recovery (no lawyers required in hearing).

Decision map (who to file with)

Is the operator PAGCOR-licensed?
- Yes/unsure: File with PAGCOR. You can simultaneously send a demand letter and, if necessary, file a civil claim for your money.
- No/clearly illegal/offshore: Report to NBI-Cybercrime and/or PNP-ACG; prepare a Complaint-Affidavit for estafa/illegal gambling/cybercrime with the City/Provincial Prosecutor. Ask law enforcement about site/app blocking referral via DOJ/NTC.
Was your card/e-wallet charged without consent or by deception?
- Dispute internally with your bank/e-wallet; if unresolved, escalate under R.A. 11765 to BSP (banks/e-money), SEC (if securities involved), or IC (insurance), as applicable.
Were you harassed, doxxed, or had your ID leaked?
- File a privacy complaint with the National Privacy Commission (NPC).
Did a local “agent” collect bets or promise rebates then disappear?
- Gather proof and file criminal (estafa/illegal gambling) with NBI/PNP-ACG → Prosecutor; consider civil action (small claims if ≤ ₱1M).

Evidence checklist (prepare before filing)

Your ID and contact details.
Screenshots/screencasts: full chat threads, app screens (include time/status bars), transaction pages; keep original files.
Platform details: app name and version, website URLs, domain history (if you have), IP or server tags shown in app, referral links.
Payment proofs: bank/e-wallet statements, OTP logs, receipts, chargeback emails, crypto TX hashes/wallet addresses.
Agent identity: names/aliases, phone numbers, GCash/PayMaya handles, social links, photos, meet-up details, witnesses.
Timeline: when you signed up, deposited, played, requested withdrawal, and were refused.
Demand letter (if any) and replies/non-replies.
Loss computation and what you want (refund, release of winnings, damages).

Tip: Export chats to PDF/HTML if possible; do a short screen recording scrolling through the entire conversation. Don’t edit images; add a separate note if you must redact.

Path A — Complaints against PAGCOR-licensed operators

Try internal resolution: Use the platform’s dispute process (live chat/ticket/email). Keep ticket numbers and timestamps.
Send a concise demand letter to the operator: state facts, amounts, references to terms/house rules (attach screenshots), and a deadline (e.g., 5–10 business days).
File with PAGCOR (consumer grievance):
- Provide your identity, operator name/brand, location (online), account/UID, dates, a factual narration, the specific breach (e.g., arbitrary account freeze without KYC basis, non-payment of verified winnings, hidden rules), and attach evidence.
- Ask for relief: release of winnings, account reinstatement, or written reasons with rule citations.
- Note if you suspect AML/KYC misuse (e.g., selective KYC post-win).
Follow-ups: Respond to clarifications; keep copies of all emails/letters.
Civil recovery (optional/parallel):
- Small Claims (≤ ₱1,000,000): file in your place of residence or where the operator has presence (check venue rules). Attach evidence and proof of demand.
- Ordinary civil action (> ₱1,000,000): consult counsel.

Path B — Illegal/offshore site, scam app, or abusive “agent”

Stop all payments. Don’t “verify” by sending more funds. Be alert to recovery scams.
Law enforcement report: File with NBI-Cybercrime or PNP-ACG. Bring your evidence set and two government IDs.
- Describe the platform/agent, the modus (e.g., “VIP rebate level, locked withdrawal until additional tax/top-up”), and your losses.
- Identify offenses you believe apply: estafa, illegal gambling, and cybercrime acts (computer-related fraud/unauthorized access).
Prosecutor complaint-affidavit: With help from investigators or counsel, prepare a sworn Complaint-Affidavit detailing facts, persons involved, and attach annexes.
- Venue/jurisdiction: any place where any element occurred (e.g., where you were when you deposited or where the funds were received). Cybercrime cases are handled by designated cybercrime courts/prosecutors.
Blocking/takedown: Ask investigators about endorsing the site/app/domain for blocking through DOJ coordination; NTC implements blocking orders.
Parallel actions:
- Payment disputes (see next section).
- Privacy complaint if your KYC/ID was misused or you’re being harassed/doxxed.

If your bank/e-wallet/crypto was used

Immediate dispute with the provider: Report unauthorized or coerced transactions. Request chargeback/reversal, account freeze on recipient where possible, and investigation case numbers.
Provide a police/NBI blotter or complaint reference—providers often require it.
Escalate under the Financial Consumer Protection Act (R.A. 11765):
- If unresolved within the provider’s timelines, escalate to the BSP (for banks, e-money issuers, and VASPs supervised by BSP).
- If a securities/investment angle is involved (e.g., “gaming tokens” sold as investments), inform the SEC as well.
Crypto rails: If you sent funds via a local VASP/exchange, open a fraud ticket there and request address blacklisting and transaction tracing support.

If your privacy was violated (harassment, doxxing, KYC leaks)

File a complaint with the National Privacy Commission (NPC): identify the personal data involved, how it was collected, and the harm (e.g., threats, blackmail). Attach screenshots and links. Ask for directives (cease and desist, deletion) and administrative penalties.
If there are threats/extortion, include these in your criminal complaint (grave threats/coercion, robbery/extortion).

Building your filings (what to put inside)

1) Complaint to PAGCOR (licensed operators)

Complainant: Full name, address, mobile/email.
Respondent: Brand name, corporate name if known.
Account details: Username/ID, dates of play/deposits/withdrawals.
Facts: Clear chronology in numbered paragraphs.
Violation: Cite operator’s terms/house rules and how they’re misapplied; note unfair or opaque rules.
Relief sought: Release of winnings ₱, refund ₱, account reinstatement, written explanation, and any other corrective action.
Annexes: Screenshots, tickets, bank/e-wallet proofs, chat logs.

2) Law-enforcement report & Prosecutor Complaint-Affidavit (illegal sites/agents)

Parties: Identify suspects (if known) and aliases/handles.
Jurisdiction/venue: Where you were when key acts occurred (deposit, denial, threats).
Acts complained of:
- Estafa—false pretenses and damage (amount).
- Illegal gambling—unlicensed operation.
- Cybercrime—computer-related fraud/unauthorized access.
Evidence list: Label annexes (A, B, C…) and describe each.
Prayer: Issue subpoenas, file Information, request warrants (search/seizure) if appropriate.
Verification & jurat: Sign before an authorized officer.

3) Financial dispute letter to bank/e-wallet

Subject: Dispute of transactions [last 60–120 days].
Facts: When/how your credentials were used (phishing/coercion/app scam).
Requests: Immediate reversal/freeze, written results of investigation, and certification for law enforcement.
Attachments: Statement highlights, screenshots, police/NBI report reference.

4) Privacy complaint to NPC

Controller/Processor: Platform/agent and any third parties (e.g., outsourced KYC).
Personal data involved: IDs, selfies, bank details.
Breach/violation: Unlawful processing, unauthorized disclosure, failure to secure, or lack of lawful basis/consent.
Harm: Harassment, identity risk.
Relief: Cease & desist, deletion, notification to affected data subjects, administrative fines, coordination with law enforcement.

Civil recovery: Small Claims vs. ordinary suit

Small Claims (≤ ₱1,000,000): Quick money-recovery route; attach your demand letter and proof. Ideal for withheld winnings or deposits with identifiable respondent (licensed operator or local agent).
Ordinary civil action (> ₱1,000,000 or complex damages): Consider counsel; you may claim interest and damages (moral/exemplary) where warranted.

Barangay conciliation? Many criminal complaints skip barangay mediation. For civil claims, barangay conciliation may apply if parties live in the same city/municipality and no exception applies (corporations and inter-city disputes are typical exceptions).

Practical tips that help cases

Preserve devices used to communicate or transact; avoid factory resets.
Record contemporaneously: write a short memo-to-file right after each key event.
Don’t be baited by “tax/fee to unlock winnings.” That’s a hallmark of scams.
Coordinate with co-victims to pool evidence (group spreadsheets of deposits, common agent handles, shared domains).
Watch for “recovery agents.” Scammers often return posing as fixers who can get your money back—for a fee.

FAQs

Will I get in trouble for reporting if I placed bets on an illegal site? Playing in illegal gambling can itself be penalized. Law enforcement focuses on operators/agents, but get legal advice before making detailed admissions.

Can I compel a foreign/offshore operator to pay? Cross-border enforcement is hard. Your best leverage is criminal action against local agents, payment reversals/chargebacks, and blocking to stop further harm.

How long will a case take? Administrative complaints may resolve faster than criminal or civil cases. Preliminary investigation timelines vary; be responsive to subpoenas and clarifications.

Do I need a lawyer? Helpful for criminal filings and civil suits above Small Claims. For Small Claims, personal appearance is typical, but consulting counsel to prepare papers is wise.

Short templates (you can copy-paste and fill in)

A. Demand Letter (licensed operator)

[Date]

[Operator Legal/Support Address/Email]

Re: Demand to Release Winnings / Refund – Account [username/ID]

I am [Name], account [ID]. On [dates], I deposited ₱[amount], played [game], and won ₱[amount]. My withdrawal request on [date] was denied due to [stated reason], which is unsupported by your terms [cite provision].

Demand is made for: (1) release/refund ₱[amount] within [7] days; and (2) written explanation citing specific rules. Otherwise I will file with PAGCOR and pursue legal remedies.

Attached: proofs of deposit, play history, withdrawal request, and correspondence.

Sincerely,
[Name]
[Address / Email / Mobile]

B. Prosecutor Complaint-Affidavit (illegal site/agent)

REPUBLIC OF THE PHILIPPINES )
CITY/PROVINCE OF ________  ) S.S.

COMPLAINT-AFFIDAVIT

I, [Name], Filipino, of legal age, residing at [address], state:

1. On [date], an online “agent” using the name [alias/handle/number] induced me to deposit ₱[amount] to [platform/app/URL].
2. The platform represented that [promises], but after deposit and [wins/withdrawal request], respondents demanded further payments and blocked my account.
3. I suffered loss of ₱[amount]. Attached are Annexes “A” to “__” (screenshots, receipts, chats).

I charge respondents with: (a) **Estafa (Art. 315)**; (b) **Illegal Gambling (P.D. 1602 as amended)**; and (c) offenses under **R.A. 10175** (computer-related fraud).

PRAYER: Issue subpoenas to respondents and service providers; after preliminary investigation, file Informations in court.

[Signature]
AFFIANT

SUBSCRIBED AND SWORN to before me this [date] at [city]. [Officer]

C. Bank/E-Wallet Dispute

Subject: Urgent Dispute of Unauthorized/Coerced Transactions – Acct [xxxx]

Dear [Provider],

Please investigate and reverse the following transactions totaling ₱[amount] on [dates] to [payee handles]. These arose from an online gambling scam; I did not consent and/or consent was vitiated by deception/coercion.

Attached: statements, chats, police/NBI reference [no.]. Kindly provide written results and preserve related logs.

[Name / Contact]

D. NPC Privacy Complaint

Complainant: [Name, Contact]
Respondent: [Platform/Agent]

Nature: Unlawful processing/disclosure of my personal data (ID selfie/number, address), leading to harassment on [dates].

Facts: [Short chronology]. Harm: [threats, doxxing]. Relief: cease and desist, deletion, breach notification, administrative fines, coordination with law enforcement.

Attachments: screenshots, links, IDs.

Final checklist before you file

I know who I’m filing against (licensed operator vs illegal/agent).
My evidence is organized and labeled.
I’ve demanded payment/release where appropriate.
I chose the right venues (PAGCOR / NBI/PNP-ACG / Prosecutor / Bank-BSP / NPC).
I understand I can pursue criminal and civil remedies simultaneously.

If you want, tell me your situation (licensed vs. illegal, what happened, amounts, and what you want back), and I’ll tailor a filing plan and draft your letters in full.