REPORTING AN ONLINE CASINO SCAM TO PAGCOR (Philippine Legal Guide, June 2025)
1 | Why PAGCOR Matters
The Philippine Amusement and Gaming Corporation (PAGCOR) is a government-owned and controlled corporation created under Presidential Decree 1869 (the “PAGCOR Charter”) and extended by Republic Act 9487. PAGCOR holds:
| Function | Core References | Key Units Involved |
|---|---|---|
| Licenses and regulates games of chance (land-based, e-Games, POGO, bingo, e-sabong) | PD 1869, RA 9487, PAGCOR e-Gaming Regulatory Manual (rev. 2023) | Gaming Licensing and Development Dept. (GLDD); Compliance Monitoring and Enforcement Dept. (CMED) |
| Protects players, investigates disputes and scams, imposes fines or license revocation | Sec. 10 PD 1869; Sec. 15 RA 9487 | Legal Group; Security and Monitoring Cluster |
| Coordinates with law-enforcement and AMLC on criminal violations | RA 9160 (Anti-Money Laundering Act) as amended; RA 10175 (Cybercrime) | Anti-Money Laundering Compliance Unit; Cybercrime Desk |
2 | What Qualifies as an “Online Casino Scam”?
- Non-payment / delayed pay-out despite winning a legitimate bet.
- Rigged or “ghost” games that do not use certified random-number generators.
- Unauthorized account debits or credit-card charges.
- Impersonation of a licensed site (“spoof” or “mirror” domains).
- Investment-type ponzi schemes disguised as casino VIP “rebate” programs.
- Phishing / identity theft linked to the gaming platform.
Tip: First verify whether the site is on PAGCOR’s “List of Authorized Online Gaming Operators” (downloadable PDF updated monthly). Operating without a license automatically constitutes illegal gambling (PD 1602) and estafa (Art. 315 Revised Penal Code).
3 | Step-by-Step Reporting Procedure
| Stage | What You Must Do | Where / How | Statutory Basis |
|---|---|---|---|
| 1. Gather Evidence | Screenshots of wagers, chat logs, payment receipts, bank statements, URL, IP, date–time stamps, and your government ID. | Your own records. Convert to PDF when possible. | Rule 9, 2023 e-Gaming Manual (Evidentiary requirements). |
| 2. Draft a Sworn Complaint-Affidavit | Narrate facts chronologically; attach evidence as annexes; sign before a notary or an electronic notarization platform. | Any Philippine notary public or e-Notary accredited by SC OCA Circular 02-2021. | Sec. 6 Rule 113 Rules of Court; Sec. 5 Cybercrime Warrant Rules. |
| 3. File with PAGCOR | a) Email complaints@pagcor.ph or epd@pagcor.ph (Attachment limit = 20 MB); or b) Walk-in at CMED, PAGCOR Main Office, Malate, Manila; or c) Use the 24/7 hotline (02) 8807-0578. Complete the “DISPUTE / SCAM REPORT” form. | CMED receives and logs; GLDD issues reference number within 3 working days. | Sec. 15 RA 9487; 2023 Manual, Ch. VIII (Consumer Dispute Desk). |
| 4. Operator’s Answer | PAGCOR orders the licensee to submit a verified answer within 5 calendar days (expandable to 15). | Email service via PAGCOR. No personal appearance required at this stage. | Manual, Ch. VIII §8.11. |
| 5. Mediation / Summary Hearing | If factual issues remain, CMED sets an online or face-to-face conference; resolution normally ≤ 30 days. | MS Teams / Zoom link or PAGCOR office. | Manual, Ch. VIII §8.14. |
| 6. Enforcement Action | Possible outcomes: restitution directive; administrative fine (₱100 k – ₱300 M); suspension or revocation of license; referral to NBI-CCD / PNP-ACG for prosecution. | Decision emailed to parties; posted on PAGCOR website for public notice. | Sec. 11 RA 9487; PD 1602; RA 10175. |
4 | Parallel & Escalated Remedies
| Agency | When to Involve | Legal Hook |
|---|---|---|
| NBI-Cybercrime Division | Scam involves hacking, identity-theft, international syndicates. | RA 10175; DOJ Department Circular 010-2012. |
| PNP Anti-Cybercrime Group (ACG) | Real-time arrest operations against live, unlicensed servers in PH. | PD 1602; RA 9287 (numbers games); Rule 9 Cybercrime Warrant Rules. |
| Anti-Money Laundering Council (AMLC) | Loss ≥ ₱500,000 or suspicious cross-border transfers. File a Suspicious Transaction Report (STR). | RA 9160 as amended; AMLC Reg. B-1-1-2022. |
| Securities and Exchange Commission (SEC) | If the “casino” is really an investment contract promising fixed returns. SEC may issue an Advisory & Cease-and-Desist. | Sec. 8, 26 Securities Regulation Code. |
| Civil Courts / Small Claims | Recovery of amounts ≤ ₱1 M (small-claims) or larger (regular civil action). Consider Art. 1170 NCC (damages). | A.M. 08-8-7-SC (Small Claims Rules). |
| Criminal Courts | Swindling (estafa), qualified theft, illegal gambling; coordinate with city prosecutor. | Art. 315 RPC; PD 1602; Cybercrime Act for online modality. |
5 | Player Rights & Possible Recoveries
- Restitution of funds (principal + lawful winnings).
- Moral and exemplary damages (if bad faith proven).
- Legal interest (6 % per annum, Art. 2209 Civil Code, as clarified in Nacar v. Gallery Frames, G.R. No. 189871).
- Administrative penalties vs operator benefit the State but strengthen civil claim.
- Asset-freeze or bank account hold through AMLC Ex-Parte Freeze Orders (Rule 6 AMLC Rules).
Statute of limitation: • Estafa = 15 years; • Civil money claim = 4 years (quasi-delict) or 6 years (oral contracts) or 10 years (written).
6 | Special Situations
| Scenario | Distinct Rule-Set |
|---|---|
| POGO (Philippine Offshore Gaming Operator) defrauds foreign player | Report to PAGCOR POGO Task-Force; PAGCOR may coordinate with victim’s jurisdiction; PAGCOR can suspend “Authority to Operate” (ATO). |
| E-sabong disputes | Since April 2022 the President ordered e-sabong suspension; any current e-sabong site is per se illegal—report straight to PNP/ NBI. |
| Crypto-only casinos | If no fiat on-ramp in PH banks, still falls under “other forms of wagering” in PD 1602; AMLA applies once crypto is cashed out. |
| Player under 21 yrs | Automatic violation of Sec. 14 PAGCOR Charter; operator faces ₱500 k fine + license jeopardy even if no monetary loss. |
7 | Building a Strong Case: Practical Checklist
- Timestamp everything—enable “show seconds” on device clock.
- Export game logs immediately; many platforms purge after 24 hrs.
- Record video walkthrough (screen-record) of the withdrawal error.
- Keep e-mail headers intact for IP tracing.
- Never alter screenshots; forensically changed images may be excluded.
- Use a dedicated e-mail thread for all follow-ups; PAGCOR attaches entire thread to the docket.
- Request operator acknowledgment of your complaint in writing; silence after 48 hrs is itself a breach under PAGCOR Consumer Protection Standards.
8 | Frequently Asked Questions
| Question | Short Answer |
|---|---|
| Can I complain if the operator is registered abroad? | Yes. If it targets Philippine players or servers are geolocated in PH, PAGCOR claims jurisdiction; otherwise file with your local regulator and request mutual legal assistance (MLA) via DOJ-OCP. |
| Is there a filing fee? | None for PAGCOR complaints. Notarization costs (~₱200 – ₱500) and courier fees are borne by complainant. |
| How long before I get my money back? | Simple pay-out disputes average 2 – 6 weeks; larger frauds that require AMLC tracing may take 6 – 12 months. |
| What if PAGCOR dismisses my complaint? | You may file a Petition for Review to the Office of the President (Administrative Order No. 18) within 15 days of receipt. |
9 | Preventive Measures for Players
- Check the URL—all PAGCOR-licensed sites use a .pagcor.ph sub-page for their seal that links back to the master license list.
- Enable two-factor authentication and withdrawal PINs.
- Set modest deposit limits; licensed sites must offer limit-setting tools under the 2023 Responsible Gaming Framework.
- Beware of “VIP manager” offers asking you to install remote-desktop apps.
- Consult PAGCOR’s weekly advisory—operators under investigation are published every Friday 18:00 H PHT.
10 | Conclusion
Reporting an online-casino scam in the Philippines is a hybrid administrative–criminal process. PAGCOR is your first port of call for licensed operators; for unlicensed or egregious fraud, coordination with NBI/PNP and AMLC is essential. Careful evidence-gathering, a sworn affidavit, and familiarity with the timelines in PAGCOR’s 2023 e-Gaming Manual will greatly increase the odds of restitution and criminal accountability. Above all, prevention—verifying licenses and spotting red flags—remains the most reliable defense.
Updated 28 June 2025 • Author’s note: This guide is for general information only and does not constitute formal legal advice. For case-specific counsel, consult a Philippine lawyer experienced in gaming and cybercrime law.