PAGCOR moves ahead with 24/7 support line, tighter ad controls amid iGaming sector expansion

The Philippine Amusement and Gaming Corporation (PAGCOR) has confirmed that a nationwide, round-the-clock problem-gambling helpline will be launched in 2026 as the government seeks to strengthen safeguards in a rapidly expanding gaming market.

The plan was reiterated by Vina Claudette Oca, Assistant Vice President of the Gaming Licensing and Development Department (GLDD), during a panel at G2E Asia 2025 in Manila.

She described the helpline as a long-anticipated component of PAGCOR’s responsible-gaming framework and said it aligns with the regulator’s broader effort to restore public confidence at a time when opinions on gambling, particularly online wagering, remain sharply divided. 

Earlier versions of PAGCOR’s Responsible Gaming Code referenced a dedicated hotline but did not include a full, national deployment. The 2026 rollout will be the first time a comprehensive, public-facing system is implemented with structured partnerships for counselling and intervention. Officials say the supporting infrastructure is now in place to respond to callers and assist affected families across the country.

Alongside the helpline, PAGCOR is tightening oversight of gambling advertising. Oca confirmed that the regulator, working with the Advertising Standards Council (ASC), has already directed the removal of gambling promotions from billboards and other out-of-home locations.

All new advertising is being screened by ASC prior to release, with additional restrictions planned for next year. “We’ve already given instructions to take down gaming-related ads for billboards and out-of-home ads as well,” she said, adding that PAGCOR intends to reinforce its cooperation with the ASC.

Lawmakers and advocacy groups have urged tighter monitoring, stronger consumer-protection tools and closer scrutiny of payment channels. PAGCOR has already expanded its self-exclusion mechanisms and strengthened partnerships with counselling organisations such as the Seagulls Flock.

At the same panel, Okada Manila’s gaming compliance director, Nerie Aquino, said the resort continues to refine its safety protocols using technology. She noted that Okada Manila adopted facial-recognition tools in 2017 to identify individuals listed in PAGCOR’s National Database for Restricted Persons, and the property conducts complete KYC checks along with random verification of those entering the casino floor. 

Digital platforms are adopting similar approaches. Erick Su, head of ArenaPlus at DigiPlus Interactive Corp, said data-driven monitoring enables faster identification of players showing signs of distress. He said the sportsbook uses registration data and activity patterns to deliver responsible-gaming messages and enforce KYC rules.

“We can leverage our digital platform from where the customer is coming in to register… showing them the information on responsible gambling, [and] KYC,” Su said. He added that ArenaPlus monitors discussions within its large online community, including posts that reflect sudden losses or emotional strain.