The Philippine Amusement and Gaming Corporation (Pagcor) officially launched the National Problem Gambling Hotline (NPGH) this Tuesday, a 24-hour continuous assistance service aimed at providing immediate, confidential support for individuals facing gambling-related issues. According to the PASA official website, this is not only an important extension of Pagcor's responsible gaming initiative but also the first formal referral bridge established between the Philippine regulatory system and the clinical treatment system.
12 trainee counselors in three shifts cover everything from psychological first aid to long-term referrals
NPGH is operated by Pagcor in collaboration with the non-governmental organization Seagulls Flock Organization Inc. (SFO), which specializes in psychological counseling, addiction treatment, and behavioral health. The hotline connects trained trainee counselors and mental health professionals, providing four levels of support: 1. Psychological First Aid—providing immediate emotional stabilization to callers; 2. Guidance and Triage—assessing the severity of the problem and matching resources; 3. Referral Services—connecting to long-term treatment and rehabilitation institutions when necessary; 4. Follow-up—ensuring that the help seekers are not lost in the system. SFO Chairperson Teresita "Chit" Castillo introduced at the launch ceremony that the hotline was initially equipped with 12 trainee counselors, rotating in three shifts, the team has received specialized training in motivational interviewing, cognitive-behavioral therapy, clinical skills, and call handling, and plans to expand recruitment soon.
Tengco: Addressing problem gambling relies not only on regulation but also on compassion
Pagcor Chairman and CEO Alejandro Tengco, in a keynote speech read by a representative, stated that NPGH represents "Pagcor's commitment to ensuring that the gaming industry remains productive, well-governed, humane, and accountable." He admitted that while gambling is a recreational activity for many, it can become a source of financial stress, emotional distress, and social isolation for some. "We recognize that addressing problem gambling should be based not only on regulation but also on compassion," Tengco said at the hotline launch. He also emphasized the importance of the KYC protocol for player protection in a recent interview with iGB, following the Philippine Central Bank's requirement for e-wallet providers to disable links to online gaming platforms. Tengco also reiterated his broader reform agenda—separating Pagcor's regulatory and operational functions, strengthening online gaming supervision, and promoting comprehensive online gaming legislation.
Details still to be perfected, hotline carries the mission during the industry's transformation period
Currently, Pagcor and SFO have not yet announced details such as staffing expansion plans, expected call volumes, peak times, or a complete referral network, but officials emphasized that NPGH can now provide immediate assistance and appropriate referrals. The design of the hotline follows established referral protocols in crisis situations, hinting at future or existing formal cooperation with treatment and rehabilitation institutions. The launch of NPGH coincides with a transformation period in the industry—with the continuous expansion of the online gaming sector and the gradual recovery of offline venues post-pandemic, the Philippines' total gaming revenue is expected to reach 396 billion pesos (about 6.4 billion USD) by 2025. At this scale, can a 24-hour hotline cover the actual needs? The answer remains to be seen over time, but at least, the Philippine gaming regulation has taken a substantial first step from "just managing licenses" to "also managing people."
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This article is from "PASA-Global iGaming Leaders," a gaming industry news channel: https://t.me/pasa_news
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