How to file a PAGCOR complaint about an online gaming platform

If a licensed operator will not pay you or will not respond, you have an official route. If the site is not licensed, the route is different. You must be 21+ to gamble; this page is information only.

Step 1: Confirm who you are dealing with

Check the exact website address on PAGCOR Guarantee (see how to check a licence). Take a screenshot of the result, including if the site is not listed.

Step 2: Complain to the operator first

PAGCOR's 2022 public warning says licensed E-Games and E-Bingo sites have their own process for complaints and grievances against operators (PAGCOR). Write to the operator's support and keep the reply. Never pay a "fee" or "tax" to release funds (scam signs).

Step 3: Use PAGCOR's helpdesk for licensed operators

PAGCOR's Contact Us page has a "Get Help With Your Online Gaming Platform" section with an Online Gaming Platform Helpdesk form for:

• Player account concerns
• Withdrawal issues
• Entry despite an active self-exclusion order
• Winning disputes

Prepare: your player ID, the operator's name and exact website address, amounts and dates, transaction references, screenshots of your account and chat, and a short timeline. We cannot say how long PAGCOR takes or what outcome to expect.

Need wording? Use our complaint letter template and evidence checklist.

If the site is not licensed

The same PAGCOR page lists the CICC hotline 1326 and the CICC site (cicc.gov.ph) for reporting illegal gaming sites. Also tell your bank or e-wallet provider; see fake GCash and QR scams. We cannot recover funds.

Other contacts on the page

PAGCOR's corporate office trunkline is listed as +632 8521-1542 / +632 8522-0299, and the National Problem Gambling Helpline site as npgh.ph. See help and self-exclusion. Contact details can change, so use the official page.