Prepare before you write
- Your account username or ID (never your password).
- The date and approximate time of the problem, in Philippine time.
- The exact error text and screenshots.
- Transaction references for payment issues.
- The device, app version and network you used.
Where to send it
Use the contact options shown inside the verified official site or app. Contact details copied from a social post or a stranger are a common scam route. For a problem with this website, use our contact page.
Writing the report
- Use a specific subject lineFor example: Withdrawal pending since 3 November, reference attached.
- State the facts in orderWhat you did, what you expected and what happened instead.
- Attach evidenceScreenshots with the date visible, and receipt images.
- Say what you wantA correction, an explanation, a refund or a status update.
- Keep a copy and the ticket numberYou will need it when you follow up.
Problem types and the evidence they need
| Problem | Evidence to attach |
|---|---|
| Cannot log in | Error screenshot, device and app version |
| Password or account recovery | Registered email or phone (masked), approximate registration date |
| Missing deposit | Receipt, reference number, amount and time |
| Delayed withdrawal | Request date, status screenshot, verification status |
| Bonus not credited | Promotion page, terms, deposit receipt |
| Suspicious message or site | Screenshot and the full web address |
If the first reply does not help
- Reply in the same ticket, politely quoting the earlier message.
- Ask for escalation to a supervisor and the expected timeframe.
- Look for the operator’s formal complaints procedure in its terms.
- If it remains unresolved, contact the regulator that licenses the operator. For PAGCOR licensees, see pagcor.ph for current complaint channels.
Conclusion
Prepare the facts, keep your tone calm and use the official channels. Our FAQ also answers common support questions.
Frequently asked questions
Will you handle my complaint against an operator?
No. DMFirst is an independent guide and cannot intervene in accounts or disputes. We can only point you to the right steps.
How long should I wait for a reply?
The operator’s terms usually state a response time. If none is given, a few working days is a reasonable first wait.
Should I post the dispute publicly?
Try the official channel and the regulator first. Never publish passwords, ID images or full payment details.
