Contact & Complaints
Questions, problems or a formal complaint — they all start here. Tell us what happened and how to reach you.
Send a request
Fields marked optional can be left blank. For account issues, the registered mobile number helps us find you faster.
How we handle your request
Every request, including complaints, follows the same path.
Submit Request
Send the form or email Customer Support with the details.
Confirmation
The form gives a reference at once; emails are confirmed with a reference within 1 business day.
Review
The team checks your account records, transactions and game logs.
Response
We reply by email with the outcome and the reasons within 10 business days.
Further Escalation
Not satisfied? Ask for a second review by the complaints manager, then you may bring the matter to PAGCOR.
Deadlines we keep
| Step | Deadline |
|---|---|
| Confirmation and reference number | At once for the online form; within 1 business day for email |
| Reply with the outcome | Within 10 business days |
| Cases that need a game provider or financial partner | We tell you before day 10; final reply within 30 calendar days |
| Second review by the complaints manager | Within 10 business days of your request |
| Urgent: account access, a limit or exclusion that did not work, suspected fraud | First reply within 24 hours |
Business days are Monday to Friday, except Philippine public holidays.
If you get no answer
- Check your spam folder for a message from support@event.com.ph.
- If a deadline has passed, reply to the same email thread, or send the form again, with “Overdue” and your reference number in the message. Your case then goes straight to the complaints manager, who replies within 5 business days.
- If there is still no answer, or you disagree with the second review, you can complain to PAGCOR.
Complaining to PAGCOR
PAGCOR is the regulator for Casino Plus. Use the contact channels published on pagcor.ph (opens in a new tab); for responsible gaming and exclusion matters, write to ResponsibleGaming@pagcor.ph. To help PAGCOR deal with it quickly, include:
- your full name, registered mobile number and email;
- the operator — Casino Plus (Stotsenberg Leisure Park & Hotel Corporation) on event.com.ph;
- our reference number and the dates you contacted us;
- copies of our replies, or a note that we did not reply;
- transaction references, round IDs and screenshots, where relevant;
- what outcome you are asking for.
Complaining to PAGCOR does not affect your right to go to court.
Responsible gaming concerns
If you are worried about your own gaming or someone else’s, you can contact PAGCOR directly, as well as Casino Plus:
- National Problem Gambling Helpline, 24/7: (02) 8248-9568
- PAGCOR Responsible Gaming: ResponsibleGaming@pagcor.ph
- Online Self-Exclusion Application (OSEA) (opens in a new tab)
Privacy requests
To access, correct or delete your personal data, or to ask how it is used, write to privacy@event.com.ph. We may need to confirm your identity first. See the Privacy Policy.