Pagcor Establishes 24/7 Nationwide Assistance for Problem Gambling

(AsiaGameHub) –   The Philippine Amusement and Gaming Corporation (Pagcor) has formally launched a national gambling helpline focused on supporting individuals struggling with gambling-related problems. 

Unveiled on Tuesday, this 24-hour service aims to bolster Pagcor’s responsible gaming efforts by delivering immediate, confidential support to those in need.

Officially named the National Problem Gambling Helpline (NPGH), the hotline connects callers to trained para-counsellors and mental health professionals. These providers offer a range of support including psychological first aid, guidance, triage, and referrals for long-term treatment when required.

Pagcor has partnered with Seagulls Flock Organization Inc. (SFO), a non-governmental organisation with specialised experience in counselling, addiction treatment and behavioural wellness, to run the hotline. SFO’s team is made up of psychologists, counsellors, social workers, researchers and advocates all dedicated to helping people rebuild their lives.

The helpline was first announced publicly during a legislative hearing back in February. 

Addressing problem gambling requires compassion

Pagcor chairman and CEO Alejandro Tengco, in a keynote message delivered on his behalf, said the new helpline reflects “Pagcor’s commitment to ensuring the gaming industry stays productive, well-governed, humane and accountable”.

He further noted that while gambling is a harmless leisure activity for most people, it can become a source of financial pressure, emotional distress and social isolation for some individuals.

Pagcor is continuing to push for broader reforms across the Philippine gaming sector. These reforms include efforts to split Pagcor’s regulatory and operational functions, tighten oversight of online gaming, and introduce a comprehensive national online gaming law. 

In a recent interview with iGB, Tengco said responsible gaming and stronger player protection measures are core to the organisation’s long-term strategy. “Now that people are growing more conscious of responsible gaming, over the long term I think people will realise that if they choose to gamble, they are better off playing at Pagcor-licensed casinos because clear player protection is in place,” he said.

“We acknowledge that responses to problem gambling must be built not only on regulation but also on compassion,” Tengco said at the NPGH launch.

SFO chair Teresita “Chit” Castillo called the NPGH the Philippines’ first 24/7 helpline that specialises exclusively in problem gambling. She highlighted the hotline’s role as a critical bridge connecting regulatory oversight and clinical, evidence-based treatment. 

At the launch event, Castillo shared that the helpline will start operations with 12 para-counsellors working across three separate shifts, with plans to grow the team down the line. SFO recently completed training for these para-counsellors focused on motivational interviewing, cognitive behavioural therapy, clinical skills and call handling protocols.

Protecting players

Tengco also stressed the importance of KYC protocols for player protection in his recent interview with iGB. His comments come after the Philippine Central Bank ordered e-wallet providers to disable links to online gambling platforms.

The helpline was designed to operate under pre-established referral protocols for crisis situations, meaning there are existing or planned formal partnerships with treatment and rehabilitation providers.

While Pagcor and SFO have not yet released detailed information about staffing expansion, expected call volumes, peak demand periods or the full referral network, officials have emphasised that NPGH already offers immediate assistance and appropriate referrals.

Castillo said SFO plans to recruit more para-counsellors in the near term to increase the helpline’s capacity. The launch of the NPGH aligns with current industry shifts, including a growing online gaming sector and recovering land-based venues in the post-pandemic era.

The Philippines posted a strong 2025 gross gaming revenue of PHP396 billion (US$6.4 billion).