Complaints Procedure
Not happy with something? Here is exactly how to raise a concern with PesoMax and how we put it right.
Last updated: 14 July 2026This is a general template for informational purposes and is not legal advice. Before going live, have a qualified lawyer in your operating jurisdiction review and finalise this procedure.
1. Overview
PesoMax takes every concern seriously. This procedure explains how to raise a complaint, how we handle it and how long each stage should take. Whether the issue is a delayed withdrawal, a bonus question or a gameplay dispute, we aim to resolve it quickly, fairly and with clear communication throughout. Following the steps below in order helps us reach the right outcome as fast as possible.
2. Before You Complain
Many questions have quick answers. Before raising a formal complaint, it is worth checking our FAQ, which covers common topics such as deposits, withdrawals, verification, bonus wagering and account access. You may find that your issue is explained there and can be resolved in minutes without any need to wait for a reply.
3. Step 1 — Contact Support
Most issues are settled fastest by talking to our support team first. Reach us through 24/7 live chat or our Contact page. Describe what happened, include your username and any relevant dates or transaction details, and our agents will investigate and try to resolve it on the spot. The majority of concerns are closed at this stage.
4. Step 2 — Formal Complaint
If your issue is not resolved by front-line support, you can ask for it to be logged as a formal complaint. To help us investigate thoroughly, please include:
- Your registered username and account details.
- A clear description of the problem and what outcome you are seeking.
- Relevant dates, times, amounts in ₱ and transaction or reference numbers.
- Any screenshots or supporting evidence.
We will acknowledge your formal complaint and aim to provide a full response within the timeframe shown below.
5. Step 3 — Escalation to Management
If you are not satisfied with the outcome of your formal complaint, you can ask for it to be escalated to a senior manager. A member of our management team will carry out an independent internal review of your case, the evidence and how it was handled, and will give you a considered final decision along with the reasons for it.
6. Step 4 — Independent Dispute Resolution
If we cannot resolve your complaint to your satisfaction and you have exhausted the steps above, you may be able to refer the matter to an independent Alternative Dispute Resolution (ADR) provider. An ADR body offers a neutral, out-of-court review of gambling disputes. Where such a service applies to your account, we will share the relevant details on request and co-operate fully with its process.
7. Expected Timeframes
We aim to keep things moving at every stage. The targets below are our goals for responding to you:
| Stage | Target response time |
|---|---|
| Live chat / support contact | Immediate to a few hours |
| Acknowledgement of formal complaint | Within 48 hours |
| Full response to formal complaint | Within 7 days |
| Escalation to management | Within 14 days of escalation |
| Referral to independent ADR | After internal steps are exhausted |
Complex cases may occasionally take longer; if so, we will keep you updated on progress.
8. Fair Handling Commitment
Every complaint is handled fairly, confidentially and without any negative effect on how we treat your account. We will listen, investigate properly, explain our decisions in plain language and put right anything we have got wrong. Your feedback also helps us improve PesoMax for all Filipino players.