PAGCOR launches 24/7 national helpline for problem gambling

The Philippine Amusement and Gaming Corporation (PAGCOR) has launched a 24/7 National Problem Gambling Helpline, strengthening its responsible gaming framework and expanding support services for individuals experiencing gambling-related harm.

The new hotline directly connects callers to trained counselors who provide confidential assistance, psychological support and referrals for further treatment when necessary. The initiative is implemented in partnership with Seagulls Flock Organization Inc., a group specializing in mental health, addiction treatment and behavioral wellness.

In remarks delivered during the launch, PAGCOR Chairman and CEO Alejandro H. Tengco said the helpline reflects the regulator’s commitment to ensuring the gaming industry remains “productive, well-governed, humane and accountable.”

“While gaming is a form of leisure for many, for some it can gradually lead to financial strain, emotional distress and damaged relationships,” Tengco said, emphasizing that responses to problem gambling must be rooted not only in regulation but also in compassion.

The helpline provides immediate guidance and triage support and follows structured referral protocols for crisis situations. It also extends assistance to family members affected by gambling-related issues.

According to Seagulls Flock Organization chairperson Teresita “Chit” Castillo, the service represents the country’s first dedicated round-the-clock hotline focused specifically on gambling problems. Prior to the launch, 12 para-counselors completed extensive training covering motivational interviewing, cognitive behavioral therapy, clinical skills and call handling procedures. The team will operate in three daily shifts, with plans to expand staffing in the future.

PAGCOR officials said the program complements existing regulatory oversight by reinforcing consumer protection measures and promoting responsible gaming practices across the industry.