The Philippine Amusement and Gaming Corporation (PAGCOR) has launched a National Problem Gambling Helpline (NPGH) to provide continuous support for individuals affected by gambling-related issues. The helpline, available 24 hours a day at 02-8248-9568, directly connects callers with trained counselors who offer confidential assistance. This initiative is part of PAGCOR’s broader commitment to responsible gaming and safeguarding player welfare.

The program is implemented in partnership with the Seagulls Flock Organization Inc. (SFO), which brings expertise in mental health, addiction treatment, behavioral wellness, and counseling. According to PAGCOR Chairman and CEO Alejandro H. Tengco, the helpline is designed to support not only those experiencing gambling harm but also their family members. He emphasized that while gaming can be a form of leisure for many, it can escalate into financial difficulties, emotional stress, strained relationships, and social isolation for others.

“This National Problem Gambling Helpline that we are launching today reflects PAGCOR’s commitment to ensure that the gaming industry remains productive, well-governed, humane, and accountable,” Tengco stated in a keynote speech read by Senior Vice President for Land-Based Operations Daniel Cecilio, as published on PAGCOR’s website.

Professional Training and Counseling Services

The NPGH team comprises para-counselors and mental health professionals who are trained to provide immediate support, psychological guidance, and referrals to specialized treatment programs. The helpline operates on structured referral protocols to manage crisis situations and provide long-term assistance. SFO Chairperson Teresita “Chit” Castillo highlighted the partnership as a bridge between regulatory oversight and evidence-based clinical interventions. She described the NPGH as the first round-the-clock hotline in the Philippines dedicated exclusively to gambling-related problems.

Before the official launch, a graduation ceremony was held for the NPGH para-counselors, demonstrating the extensive training they underwent. Castillo explained that the counselors received instruction in motivational interviewing, cognitive behavioral therapy, clinical techniques, technical call handling, and strategies for managing irate or distressed callers. At present, 12 para-counselors work in three shifts, ensuring the helpline operates around the clock, with plans to expand the team as demand increases.

A Safe and Compassionate Approach

PAGCOR has framed the helpline as a combination of regulatory responsibility and compassionate care. Tengco stressed that effective responses to problem gambling should involve both robust governance and empathetic support. By connecting callers with trained mental health professionals, the helpline aims to provide practical guidance, triage services, and structured interventions for those impacted by gambling.

In addition to the helpline, PAGCOR continues to offer support through its existing programs and resources, ensuring that players and their families have multiple avenues for assistance. The launch event was attended by officials from PAGCOR and SFO, including Gaming Licensing and Development Department AVP Ma. Vina Claudette Oca, alongside staff and members of the regulatory and counseling teams.

Through this initiative, PAGCOR reinforces its role as a regulator that prioritizes both player protection and social responsibility, providing accessible and professional help to anyone affected by gambling harm.