Pagcor Launches National Helpline for Gambling Issues

The Philippine Amusement and Gaming Corporation, known as Pagcor, has unveiled its national gambling helpline aimed at providing aid to individuals grappling with gambling-related challenges. This initiative, which was formally introduced on a Tuesday, represents Pagcor's continued effort to bolster responsible gambling practices by offering round-the-clock, confidential support. The helpline, titled the National Problem Gambling Helpline (NPGH), serves as a critical resource for those seeking immediate assistance. It directly connects callers to experts, including para-counsellors and mental health professionals, who offer psychological first aid, guidance, and referrals for anyone requiring extended treatment options.

Collaboration and Commitment to Responsible Gaming

This monumental effort includes a partnership with the Seagulls Flock Organization Inc. (SFO), a respected non-governmental organization recognized for its expertise in counselling and addiction treatment. The SFO, staffed with psychologists, counsellors, social workers, and advocates, operates the hotline to assist individuals in recovering from gambling issues. Initial discussions about this service emerged during a hearing in February. Alejandro Tengco, Pagcor's chairman and CEO, highlighted the helpline as a reflection of Pagcor’s dedication to ensuring a gaming industry that remains productive, humane, and accountable. While gambling is a form of entertainment for most people, Tengco acknowledged that it could lead to financial burdens and emotional distress for others. In alignment with broader reforms, the organization plans to disassociate Pagcor's regulatory and operational roles, enhance online gaming oversight, and establish comprehensive gaming laws. Tengco underscored that their approach combines regulatory measures with compassion.

Expanding Player Protection and Future Developments

During the NPGH launch, SFO's chairperson, Teresita “Chit” Castillo, emphasized the hotline's significance as the nation's first 24/7 specialized helpline for problem gambling, bridging clinical treatment and regulatory insights. The hotline will start with 12 para-counsellors working in staggered shifts, with training focused on motivational interviews, cognitive behavioral therapy, and crisis management. Despite limited details on staffing expansions, call volumes, and referral processes, plans are in place to recruit more staff to support an expanding sector, rejuvenated post-pandemic. Major gaming revenue figures from 2025 reinforce the initiative's importance. Moving forward, enhancing KYC protocols remains crucial, particularly after decisions made by the Philippine Central Bank to limit e-wallet connections to online gambling. Pagcor and SFO aim to ensure the hotline's integration with established referral systems and improve access to effective treatment, continually refining their approach to player protection.

What it means for the gambling industry and players?

This is a huge step forward for the whole gambling industry, since some players really need the special help and treatment. With that said, players need to have in mind that they will get assistance and they can ask for help whenever they need it. Be gamble aware is one of the most important paroles for all who want to gamble without stress and financial losses. Gambling needs to be an entertainment and amusement rather than financial investment. 

In our opinion, each gambling site needs to have all Gamble protection website logos visible and these centers need to be available 24/7 so players can reach them anytime. They can reach out to GamCare, Gordon Mood, Gable Aware, etc. 

We strongly advise players to be gamble responsibly and treat gambling as an entertainment, not to invest more than they are capable of and always seek for help if they need it. 

Source: Source: Kathryn Evans, "Pagcor launches 24/7 national helpline for problem gambling," iGamingBusiness.com