The Philippine Amusement and Gaming Corporation (Pagcor) has officially launched a national gambling helpline dedicated to supporting individuals facing gambling-related problems.
This 24‑hour service, introduced on Tuesday, aims to strengthen Pagcor’s responsible gaming initiatives by providing immediate and confidential assistance.
The helpline, known as the National Problem Gambling Helpline (NPGH), connects callers with trained para-counsellors and mental health professionals. They will offer support such as psychological first aid, guidance, triage and referrals for longer-term treatment if necessary.
Pagcor has partnered with the Seagulls Flock Organization Inc. (SFO), a non-governmental group with expertise in counselling, addiction treatment and behavioural wellness, to operate the hotline. SFO’s team includes psychologists, counsellors, social workers, researchers and advocates committed to assisting individuals to rebuild their lives.
The helpline was first announced during a hearing back in February.
Response to problem gambling to be compassionate
Pagcor chairman and CEO Alejandro Tengco, in a keynote message read on his behalf, stated that the helpline represented “Pagcor’s commitment to ensure that the gaming industry remains productive, well-governed, humane and accountable”.
He further highlighted that while gambling served as leisure for many, it could become a source of financial strain, emotional distress and social isolation for some individuals.
The association is continuing to pursue broader reforms across the Philippine gaming sector. This includes efforts to separate Pagcor’s regulatory and operating functions, strengthen online gaming oversight and introduce a comprehensive online gaming law.
In a recent interview with iGB, Tengco said responsible gaming and stronger player protection measures were central to the association’s long-term strategy. “Now that people are getting more conscious about responsible gaming, in the long run, I think people will will realise that if they will play, they might as well play in Pagcor-licensed casinos because there is clearly player protection,” he said.
“We acknowledge that responses to problem gambling must be founded not only on regulation but also on compassion,” Tengco said at the NPGH launch.
SFO chair Teresita “Chit” Castillo described the NPGH as the Philippines’ first 24/7 helpline specialising in problem gambling. She noted the hotline’s role as a vital link bridging regulatory oversight and clinical, evidence-based treatments.
At the launch, Castillo revealed that the helpline would begin operations with 12 para-counsellors working across three shifts, with plans to expand the team. The organisation recently conducted training for para-counsellors focused on motivational interviews, cognitive behavioural therapy, clinical skills and call handling.
Player protection
Tengco further emphasised in his recent interview with iGB the importance of KYC protocols surrounding player protection. This came in the wake of the Philippine Central Bank directing e-wallet providers to disable links to online gambling platforms.
The helpline was designed to operate within established referral protocols for crisis situations, implying future or existing formal collaborations with treatment and rehabilitation providers.
While Pagcor and SFO have yet to release detailed information regarding staffing expansion, anticipated call volumes, peak demand times and the comprehensive referral network, officials have emphasised that the NPGH provides immediate assistance and appropriate referrals.
Castillo expressed intentions to recruit additional para-counsellors in the near term to augment the helpline’s capacity. The establishment of the NPGH coincides with industry shifts, with an expanding online gaming sector and recovering land-based venues post-pandemic.
Philippines boasted a strong 2025 gross gaming revenue of PHP396 billion (US$6.4 billion).
Kathryn Evans
Kathryn covers bitesize breaking news with a primary focus on EMEA and US legislation. A proud North Walian, fluent Welsh speaker and lifelong Wrexham FC fan – long before Hollywood came calling.
Original article: https://igamingbusiness.com/sustainable-gambling/pagcor-launches-24-7-national-helpline-problem-gambling/
