Where to File Complaints Against Online Gambling Sites That Don’t Pay in the Philippines (NBI, PNP-ACG, SEC)

Online gambling platforms that refuse to pay out winnings (or swallow deposits) aren’t just frustrating—they can violate cybercrime, fraud, gambling, data-privacy, and even financial-consumer protection rules. Here’s a practical, Philippine-specific guide to where and how to complain, what laws may apply, and how to preserve your options for civil recovery.

The short answer (who handles what)

NBI – Cybercrime Division / Anti-Fraud Division For scams, non-payment, account takeovers, phishing, and any criminal conduct online. Handles investigations and case build-up for prosecution.
PNP Anti-Cybercrime Group (PNP-ACG) For criminal complaints involving online offenses (fraud, identity theft, computer-related fraud/forgery, illegal access). You can also blotter at a local police station, but ACG is the specialist unit.
Securities and Exchange Commission (SEC) Not a gambling regulator. File here if the “gambling” site is actually soliciting investments/securities (e.g., “deposit ₱10k and earn 20% daily from our casino bot”), operating an unregistered investment scheme, or selling unregistered tokens/contracts that function as securities. SEC goes after the organizers/promoters.
(Often overlooked but important) PAGCOR If the operator claims to be PAGCOR-licensed (i.e., a legal, domestic online gaming operation), you can file a service/discipline complaint with PAGCOR. If they’re not licensed, that’s a red flag you should bring to NBI/PNP-ACG.
BSP/Financial Consumer Protection channels If a bank/e-wallet mishandled chargebacks, unauthorized transfers, or failed to address your dispute, you can escalate under the Financial Products and Services Consumer Protection Act—this is separate from the gambling operator itself.
National Privacy Commission (NPC) For data-privacy breaches (KYC data leaked, identity documents misused, doxxing, unsolicited marketing after you signed up).

Tip: You can file with more than one—e.g., NBI (crime), PAGCOR (licensee conduct), and NPC (data leak) all at once, if applicable.

Step 1: Identify the operator type

PAGCOR-licensed Philippine operator These are legal domestic online gaming operations subject to PAGCOR oversight. If they refuse to pay or manipulate results, lodge a customer complaint with PAGCOR and consider a criminal complaint (NBI/PNP-ACG) if there are fraudulent acts.
Foreign/offshore website (often “.com” with foreign licensing like Curaçao, Isle of Man, Malta, etc.) You may still file with NBI/PNP-ACG for cybercrime/fraud (Philippine law can apply where any element/effect occurs here), and pursue payment-channel disputes. Consider also complaining to the foreign regulator named on the site, but don’t rely on it for timely relief.
Investment-style “casino” or “gaming bot” promising fixed returns That’s an investment solicitation, not legitimate gambling. File with SEC (Enforcement & Investor Protection) for unregistered securities and/or fraud, and with NBI/PNP-ACG for the criminal aspect (estafa, cybercrime).

Where and how to file

1) National Bureau of Investigation (NBI)

When: Any online scam, refusal to pay winnings after meeting conditions, account takeovers, phishing, identity theft, mule accounts, and fraud involving computer systems.
What to prepare:
- Government-issued ID
- Complaint-Affidavit (see template below)
- Evidence: screenshots (profile, bets, balances, win notifications), transaction IDs, email/SMS/chat logs, web URLs, device details, IP/email headers (if available), video captures, terms & conditions, and any admission or promise to pay.
Outcome: NBI can investigate, subpoena records, coordinate with ISPs/payment providers, and endorse to prosecutors.

2) Philippine National Police – Anti-Cybercrime Group (PNP-ACG)

When: Same kinds of cases as NBI, especially computer-related fraud and illegal access.
What to prepare: Same packet of evidence as NBI. You may also blotter the incident at a local station to fix the timeline, then bring the case to ACG for specialist action.
Outcome: Case build-up for prosecution; possible takedown coordination; referrals to prosecutors.

NBI vs ACG—where should I go? Either is fine; pick whichever is more accessible. Some complainants file with both to widen the net.

3) Securities and Exchange Commission (SEC)

When: The “gambling” front is a pretext for investment solicitation (e.g., “VIP packages with guaranteed ROI”, referral pyramids, token sales promising profit), or the promoter is selling unregistered securities.
What to prepare:
- ID and Complaint-Affidavit
- Marketing materials, screenshots of promised returns, chat invitations, Facebook/TikTok ads, payment proofs, referral trees, admin contact details
Outcome: SEC can issue advisories, cease and desist orders, and file criminal cases against organizers/promoters. For payout disputes in legitimate, licensed casinos, SEC is usually not the venue—use PAGCOR and law enforcement.

4) PAGCOR (if the operator is actually PAGCOR-licensed)

When: Service failures, unfair game practices, refusal to pay in a PAGCOR-licensed online operation.
What to prepare: Account details, timestamps, game IDs/hands/spins, bet history, T&Cs invoked to deny payout, and your demand to release winnings.
Outcome: Administrative action, mediation, sanctions, and corrective measures on licensees.

5) NPC (Data Privacy Act)

When: Your KYC/ID/financial data was exposed or misused, spammed to others, or processed without valid consent/notice.
What to prepare: Proof of the breach/misuse, privacy policy copies, and your correspondence with the operator.

6) BSP Financial Consumer Protection (for payment disputes)

When: Your bank/e-wallet (not the casino) mishandled chargebacks, unauthorized debits, or failed to resolve your complaint.
What to prepare: Transaction records, your complaint to the provider, and their response (or lack thereof).
Note: This does not force the casino to pay winnings; it addresses payment-channel issues and may help recover unauthorized transfers.

Possible legal grounds (plain-language overview)

Estafa (Swindling) under the Revised Penal Code (Art. 315): deceit causing damage—e.g., luring players to deposit or bet with false promises, then withholding winnings.
Cybercrime Prevention Act (RA 10175): computer-related fraud/forgery, illegal access, data interference; also extends jurisdiction to acts abroad with effects in the Philippines.
Anti-Illegal Gambling (PD 1602 and related laws): punishes unlicensed gambling; organizers and bettors may both face liability.
Financial Consumer Protection Act (RA 11765): standards of conduct for financial service providers (banks/e-wallets) handling your funds.
Data Privacy Act (RA 10173): unlawful processing or breach of your personal data.
AMLA coverage for casinos (RA 10927): more relevant to operators’ obligations, but can support investigations when funds are laundered.
Access Devices Regulation Act (RA 8484): if credit/debit cards were compromised or used without authorization.

Important: If the gambling operation is illegal, mere participation can carry penalties. Seek legal advice before making public admissions if there’s a risk you placed bets on an unlicensed site.

Evidence checklist (use this to build a winning file)

Your full narrative (timeline of sign-up, deposit, bets, win, withdrawal request, refusal).
Screenshots/recordings: account dashboard, balance, bet history, winning notices, withdrawal queue/status, error messages, support tickets, “verification” demands.
Copies of Terms & Conditions at the time of play (many sites change them).
Payment records: receipts, reference numbers, bank/wallet SMS, email confirmations, blockchain tx IDs if crypto was used.
Operator identifiers: website/app name, URLs, IP (if known), social media pages, domain registration snippets, contact emails, Telegram/WhatsApp/FB usernames, affiliate codes.
Communications: chat/email threads where staff promised payout or admitted system errors.
Your device info (optional but helpful): device model, OS, app version, timestamps, and location (as shown in receipts/logs).

How to write your Complaint-Affidavit (template)

Complaint-Affidavit I, [Your Name], Filipino, of legal age, with address at [Address], after having been duly sworn, state:

That on [date], I created an account with [Site/App Name & URL] under the username [username/email].

Between [dates], I deposited a total of ₱[amount] via [bank/e-wallet/crypto] (refs: [IDs]).

On [date/time], I won ₱[amount] on [game/event] (see Annex __: screenshots and game IDs).

I requested withdrawal of ₱[amount] on [date]. The site refused/failed to pay, citing [exact reason or no response] (Annex __: emails/chats).

I believe I am a victim of [estafa / computer-related fraud / illegal gambling operations] and request investigation and prosecution of the responsible persons.

I likewise suffered damages in the amount of ₱[amount] plus costs and emotional distress. I execute this affidavit to attest to the truth of the foregoing and to support criminal/administrative/civil actions. [Signature over printed name] [ID Type/No.] SUBSCRIBED AND SWORN this __ day of __, 20, before me…

Attach your Annexes in chronological order.

Civil recovery options (in addition to criminal/administrative complaints)

Demand letter for sum of money and damages, addressed to the operator and any local representatives/agents you can identify.
Small Claims (regional trial court or first-level court with small-claims jurisdiction):
- For money claims within the small-claims ceiling (check the latest Supreme Court circular; recent increases have placed the cap in the hundreds of thousands to around ₱1M).
- No lawyers required; use standard forms and attach your evidence.
- Practical limiter: Suing a foreign operator without local presence/assets is difficult to enforce.
Regular civil action if the claim is above the small-claims cap or involves complex damages.

Katarungang Pambarangay (barangay conciliation) usually applies only if both parties are natural persons residing in the same city/municipality. It won’t apply to a foreign website.

Payment-channel moves that sometimes work

Chargeback/dispute with your card-issuing bank for unauthorized or misrepresented transactions (be truthful—banks can terminate card privileges for abuse).
E-wallet dispute for unauthorized transfers.
Keep everything within provider timelines (often strict), escalate internally, then raise to the BSP consumer assistance route if unresolved.

These processes don’t “force the casino to pay winnings,” but they can recover unauthorized or fraud-tainted debits and create a record that helps your criminal complaint.

Red flags & prevention (learned the hard way)

“Guaranteed ROI” or “fixed daily returns” from casino bots or VIP packages. That’s securities solicitation, not gambling—report to SEC.
Operators that keep changing withdrawal rules (surprise KYC hurdles, “taxes” payable before withdrawal, forced “re-bets”).
“Admin fee to release your funds,” “pay customs/amnesty first,” or being asked to buy more chips to unlock cashouts.
No clear PAGCOR license yet marketing aggressively to Philippine users.
Demands to send OTPs or install remote-access apps.

Frequently asked questions

Can I get in trouble for reporting if I played on an illegal site? Possibly. Laws on illegal gambling can penalize bettors, though organizers/operators face heavier penalties. Speak carefully in complaints and consider consulting counsel.

The site says my account is “under investigation.” Should I wait? Set a reasonable deadline in writing (e.g., 5–10 business days). If nothing happens or the reasons keep changing, file with NBI/PNP-ACG and the relevant regulator.

What if the operator is offshore? Still file locally (NBI/PNP-ACG). Cybercrime laws allow action where effects occur in the Philippines. Parallel complaints to foreign regulators can help but rarely deliver quick refunds.

Do I complain to DTI? Gambling disputes usually aren’t within DTI’s consumer jurisdiction. Use PAGCOR (for licensed gaming issues) and law enforcement (for fraud/cybercrime).

Filing strategy (what tends to work best)

Preserve evidence immediately (screens/recordings, T&Cs, chats, transaction IDs).
Write and notarize your Complaint-Affidavit.
File with NBI or PNP-ACG (or both). Get your case reference number.
If the site is PAGCOR-licensed, complain to PAGCOR in parallel.
If there’s investment solicitation, file with SEC.
Escalate payment disputes through your bank/e-wallet, then BSP channels if needed.
Consider civil recovery (small claims/regular civil action) where jurisdiction and enforceability make sense.
If your data was misused, notify NPC.

Final notes & disclaimer

This article is a general information guide tailored to the Philippine context and the agencies you named (NBI, PNP-ACG, SEC). It is not a substitute for legal advice.
Penalties, filing procedures, small-claims thresholds, and agency portals change over time. Verify current forms and requirements before filing.
If your potential criminal exposure is a concern (e.g., participation in unlicensed gambling), consult a Philippine lawyer to safely structure your complaints and protect your rights.

If you want, I can turn your facts into a ready-to-file Complaint-Affidavit and an evidence index you can bring to NBI/PNP-ACG and, where applicable, SEC/PAGCOR.