How to Recover Money from Online Scams in the Philippines: Legal Remedies, Chargebacks, and Police Reports

How to recover money lost to online gambling/casino scams in the Philippines

Here’s a focused, do-this-next guide for PH cases, including when to involve PAGCOR, PNP-ACG, and the NBI. (Updated Aug 23, 2025.)

1) Stop the bleeding (right now)

  • Secure accounts & devices: Change passwords; enable 2FA.

  • If you paid via e-wallets/banks: File an in-app/web fraud/dispute immediately.

    • GCash “I think I was scammed” and “Unauthorized transactions” pages explain what to send and how to open a case. (GCash Help Center)
    • Maya support page + hotline for scams/unauthorized transactions. (Maya Support, Maya)

  • Keep a clean paper trail: Save screenshots, chat logs, receipts, bank/e-wallet references, and the site/app URL.

2) Was the site PAGCOR-licensed or not?

Check the exact domain against PAGCOR’s current lists of authorized platforms/URLs. If it’s not there, treat it as unlicensed/illegal. (Pagcor)

  • If it’s PAGCOR-licensed (legit):

    1. Complain in writing to the operator (keep proof).
    2. Escalate to PAGCOR—complaints sent via the Contact Us channel/official PAGCOR emails are formally recognized under PAGCOR’s Citizen’s Charter (2025 edition). Include your ID, account, timeline, amounts, and evidence. (Pagcor)

  • If it’s NOT on the list (likely a scam/illegal): Skip PAGCOR and proceed to law-enforcement + fund recall (Sections 3–4).

3) Report it as a cybercrime (you can file with more than one)

  • PNP Anti-Cybercrime Group (PNP-ACG): File online via “Create New Complaint” and attach your evidence. You can also visit a RACU/ACG office. (Philippine National Police Academy)
  • NBI Cybercrime Division (NBI-CCD): Use the “Report to NBI” portal or go to an NBI office; their Citizens’ Charter page outlines the process for computer-crime victims. (National Bureau of Investigation)
  • CICC / Hotline 1326: You can also call the Inter-Agency Response Center 1326 to lodge a scam report (they coordinate responses across agencies and telcos). (Philippine Information Agency, CICC)
  • DOJ Office of Cybercrime: Reference guidance on reporting cybercrime (useful when your case goes to prosecution). (Department of Justice)

Tip: When you file, ask for case/ticket numbers and note the officer’s name, unit, and date/time.

4) Try to claw back the funds

  • E-wallets/banks/cards:

    • Open a dispute/chargeback with your provider. Cite your fraud claim and attach the evidence pack.
    • If your provider is unresponsive or denies a clear fraud case, escalate to the BSP Consumer Assistance Mechanism (BOB chatbot/email) per BSP’s official instructions (this covers banks, e-money issuers, and card disputes). (Bureau of the Treasury)
    • Your rights are supported by BSP Circular No. 1160 (financial consumer protection / redress duties of supervised institutions). (Bureau of the Treasury)

  • E-wallet specifics: GCash and Maya pages explain their fraud workflows, required documents, and hotlines. Move fast—providers can sometimes flag/freeze recipient accounts if funds remain. (GCash Help Center, Maya Support, Maya)

5) Evidence checklist (attach to every filing)

  • Government ID (front/back), selfie with ID (if asked)
  • Exact URLs/domains and app names used
  • Transaction refs (banks/e-wallets), screenshots of balances/charges
  • Chat/email threads with the casino/agent
  • Timeline (date/time, amounts, who said what)
  • Any voice/video or screen recordings showing the pitch, login, or withdrawals

6) Simple templates you can copy-paste

A) Bank/e-wallet dispute (fraud)

Subject: Urgent Fraud Dispute – [Amount], [Date], Ref [XXXX]

I am disputing transaction(s) below as unauthorized/fraudulent arising from an online gambling scam. – Date/Time & Amount(s): – Merchant/Payee & Ref No(s): – How it happened (short timeline): – Evidence attached: screenshots, chat logs, IDs, police/NBI/PNP-ACG report number [if any].

In line with BSP Circular 1160 and the BSP Consumer Assistance Mechanism, please: (1) Acknowledge this dispute in writing; (2) investigate; (3) process a reversal/chargeback or provisional credit as applicable; and (4) advise your decision and evidence relied upon.

Sincerely, [Name, number, email]

B) PNP-ACG / NBI complaint synopsis (to paste in the portal/affidavit body)

Offense: Online scam/estafa via unlicensed “casino” website. When/Where: [Dates/times, city/online] How: I was lured to deposit/transfer to [URLs/domains/wallets]; withdrawals were blocked; support refused to pay. Loss: ₱[amount], paid via [bank/e-wallet/crypto]; refs attached. Suspects/Handles: [Usernames, links, numbers, bank names, account names, card tails] Evidence: Screenshots, chat logs, transfer receipts, domain checks (not in PAGCOR list). Relief sought: Investigation, preservation orders to providers, identification of money mules, and prosecution.

7) When to use PAGCOR vs PNP/NBI

  • Use PAGCOR if the operator is PAGCOR-licensed and you have a payout/dispute (non-payment, frozen withdrawals, unfair rules). File with the operator first, then escalate to PAGCOR via its official complaint channels recognized in the Citizen’s Charter. (Pagcor)
  • Use PNP-ACG/NBI if it’s unlicensed/illegal, a phishing site, or a fake “casino” using spoofed PAGCOR branding, or if there’s clear fraud (identity theft, unauthorized charges, money mules). (Philippine National Police Academy, National Bureau of Investigation)

8) Common pitfalls

Quick source links

If you want, tell me how you paid (bank card, GCash, Maya, crypto, etc.), the site URL, and the amount/timeline, and I’ll tailor a one-page action plan and pre-fill the exact texts you can submit.

Disclaimer: This content is not legal advice and may involve AI assistance. Information may be inaccurate.

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