RESPONSIBLE GAMING
Championing
Safe & Responsible Play
PLAYER PROTECTION
In-app RG Tools
We integrate in-app responsible gaming tools across BingoPlus, ArenaPlus, and GameZone to help players manage their gaming activity responsibly. Through features that allow players to set limits on their playing time, gaming schedules, and daily losses, we empower users to stay in control of their habits. Once these limits are reached, players receive prompts and reminders to promote safer and more disciplined play.
Exclusion Program
We provide players who may be experiencing gambling-related concerns—or whose family members may be at risk—with the option to voluntarily restrict access to our platforms and retail branches through our player exclusion program.
We uphold strict confidentiality throughout the exclusion process. All information, including the identities of excluded persons, is treated as highly confidential by authorized personnel with access to the National Database of Restricted Persons (NDRP).
Restricted Persons
As a duly licensed and regulated gaming operator under PAGCOR, we strictly prohibit individuals listed in the NDRP from accessing and playing on our platforms. This includes minors and individuals aged 20 and below, elected government officials and employees, members of the Armed Forces of the Philippines, and all other persons classified as restricted under the NDRP.
Safe and Secure Gaming
We provide our players with safe, convenient, and accessible cash-in and cash-out options through more than 130 BingoPlus branches nationwide. To ensure secure financial transactions across our platforms, we also partner only with payment channels accredited by the Bangko Sentral ng Pilipinas (BSP), including Bayad and Pay&Go, in full compliance with PAGCOR regulations.
As a publicly listed and regulated company, we uphold strict standards for financial security, transparency, and regulatory compliance across all payment and transaction channels.
We implement a strict Know-Your-Customer (KYC) process across our online gaming platforms and retail branches to ensure regulatory compliance, strengthen account security, and prevent underage gaming.
Through our electronic KYC (eKYC) procedures, users must submit a valid government-issued ID, complete facial recognition verification, and provide personal information to confirm their identity. Only individuals aged 21 and above are allowed to register and play.
If a KYC application is rejected, a notification will be provided with the reason. Access to games will be temporarily restricted while the KYC status is under review or unresolved.
In partnership with an insurance provider, we offer surety bond protection of up to ₱1 million per verified and eligible player. While the program does not cover gaming losses, it helps safeguard player balances in the unlikely event of operational disruptions or unforeseen circumstances.
This added layer of protection reinforces our commitment to financial security and gives players greater confidence that their funds are protected.
Player Care and Support
Our dedicated customer service center is among the first of its kind in the gaming industry, reinforcing our commitment to player care, accessibility, and responsible gaming. Operating 24/7, our support channels are readily available to address player concerns, respond to inquiries, and provide assistance on account, payment, and platform-related matters.
To further strengthen our responsible gaming efforts, our customer service agents and frontline gaming attendants across our retail branches undergo responsible gaming training to help them identify, address, and appropriately respond to player concerns.
As part of our responsible gaming initiatives, we provide financial coaching sessions to help players manage their winnings responsibly and make informed financial decisions. Each session offers practical guidance on budgeting, long-term financial planning, and responsible use of winnings, while reinforcing gaming as a form of entertainment rather than a source of financial dependence.
We also collaborate with partner organizations to conduct Mental Health Wellness Sessions for community workers and frontline health professionals, helping strengthen awareness, early intervention, and community-based support for mental health and responsible gaming concerns.
ADVOCACY
Information, Education, and
Communication Campaigns
Beyond internal capacity building, we integrate responsible gaming education across our platforms and communication channels to promote safer and more informed play. Responsible gaming reminders are embedded throughout the player experience and reinforced through social media, events, podcasts, out-of-home placements, and influencer and ambassador communications.
We also uphold strict marketing guidelines that prohibit targeting minors, portraying gaming as a path to financial success, or using urgency-driven and potentially predatory messaging.
As part of our public education efforts, we develop awareness campaigns such as the “Pusta de Peligro” short film series and the “Dating Gawi” campaign, which use relatable storytelling to encourage healthier gaming habits and more responsible decision-making.
Contact us
We welcome your feedback, questions, and suggestions on our responsible gaming program and player protection initiatives.
For inquiries or concerns, please contact us at [email protected].
Contact Us