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The numbers in the National Council on Problem Gambling’s 2025 helpline report on responsible gambling are striking: more than 31,000 contacts per month, a 7-point increase in callers citing financial stress, and online gambling nearly matching casinos as a reported source of harm.
The report also shows younger and more racially diverse individuals reaching out for help, while text and chat continue gaining ground over traditional phone calls.
But the numbers alone do not explain what is driving those shifts.
To better understand the trends — and what they mean for regulators, operators and public health officials — PlayUSA spoke with Jaime Costello, the NCPG’s director of programs.
“Gambling today looks very different than it did even a few years ago,” Costello said. “It’s increasingly mobile, digital and woven into sports, entertainment and everyday life.”
That broader accessibility, she said, is expanding the reach of gambling-related harm.
“As access expands, we’re seeing gambling-related harm affect a broader cross-section of Americans, especially younger adults,” Costello said.
She added that not every demographic shift reflected in the report should be viewed negatively. The NCPG has expanded outreach efforts to historically underserved communities, and more people from those groups are now seeking support.
Online gambling drives a sharp rise in helpline contacts
One of the most significant trends in the report is the rise in contacts tied to online gambling, which increased from 23% to 31% of reported gambling activity in a single year.
“The growth in online gambling is one of the biggest shifts we’re seeing,” Costello said. “Gambling is no longer confined to a specific place. It’s available 24/7 on a device most people carry everywhere.”
In response, the NCPG has expanded training for specialists who staff the National Problem Gambling Helpline to better address emerging forms of gambling-related harm and to provide support through digital channels.
Earlier this year, the NCPG also launched 1-800-MY-RESET as the new National Problem Gambling Helpline number, replacing its prior national branding, 1-800-GAMBLER, after a legal dispute over ownership of that number. The organization said the new helpline branding is intended to reduce stigma and create a more memorable national point of access for support. Existing access points, including 1-800-522-4700, remain active during the transition.
Faster gambling access is accelerating financial losses
Financial stress remains one of the clearest warning signs among people seeking help.
The percentage of callers citing financial problems rose from 66% to 73% in one year, a trend Costello described as “concerning, but not surprising.”
“When gambling is available around the clock and transactions happen instantly, losses can accumulate very quickly,” she said. “What starts as a financial issue often spills over into mental health, relationships and overall well-being.”
The report reflects how interconnected those issues have become. Financial hardship, emotional distress and relationship strain frequently overlap rather than occur independently.
Younger users increasingly prefer text and online chat
The way people seek help is changing as well. Chat and text contacts continued to increase in 2025 as more individuals — particularly younger adults — chose digital communication over phone calls.
“Many individuals, especially younger adults, are far more likely to send a text or start a chat than make a phone call,” Costello said.
The trend reinforces the need for support systems that meet people where they are, she added.
The National Problem Gambling Helpline now promotes call, text and online chat options equally as part of its broader modernization efforts.
Industry faces pressure to identify gambling risks earlier
Costello said many people still contact the helpline only after serious financial, emotional or personal damage has already occurred. Preventing problems earlier, she said, will require stronger coordination among operators, regulators, educators and healthcare providers.
“Whether it’s better player education, stronger consumer protections or earlier interventions, we need to make it easier to recognize risk before a person reaches a crisis point,” Costello said.
While the helpline is designed to support individuals at every stage of gambling-related harm, she said the long-term goal is to encourage people to seek help sooner.
Advocates push for broader national response to gambling harm
The report closes with a broader call for policymakers and industry stakeholders to treat responsible gambling as a public health issue rather than an afterthought.
“We’ve built a modern gambling marketplace,” Costello said. “Now we need a modern public health response to match it.”
That includes expanded investment in prevention, treatment, recovery services and research, particularly as legal online gambling continues to spread across the United States.
Costello also pointed to proposed federal legislation, including the POINTS Act, as part of the broader conversation around dedicated funding for problem gambling services and research.
If you or someone you know may have a gambling problem, contact the National Problem Gambling Helpline™ that offers hope and help without stigma or shame. Call or text 1-800-MY- RESET or visit www.1800myreset.org. Free and confidential help is available 24/7.
