Listen to this article:Gala Bingo apologised after a serious technical glitch left online bingo players under the impression they had won thousands of pounds, only to be told later their winnings were void. The incident, which occurred during the operator’s Summer Nights Bingo promotion on Monday, 4 August, has unsurprisingly led to anger among customers and triggered an investigation by the UK Gambling Commission.
The issue arose when incorrect payouts were displayed during the promotion, which offered tickets for just 1p and a maximum prize of £150. According to Gala Bingo, a malfunction in the awarding of consolation prizes caused the system to pay out far more than intended. Over a two-hour period, the error created prize pots far exceeding the limit, with some players believing they had secured payouts ranging from £40 to more than £2,000.
One couple thought they had won £18,000, while across the player base, the glitch appeared to generate winnings amounting to more than £1.6 million. Some customers even managed to withdraw the money before their accounts were frozen.
For many, the experience was devastating. Emma Wills, a 34-year-old mother of three from London, described the moment she believed she had won £920 after spending around £1.20 on tickets:
“I was shocked, I was thinking ‘oh my gosh, I can take the kids out somewhere nice while they’re with me for the holidays, I can pay off a few of my debts, and I can give money for a car,’ and obviously that quickly went out the window.”
The following morning, she found her Gala Bingo account suspended and was later told her win had been voided. Instead of the life-changing sum she thought she had won, she was refunded just 77p. Wills explained that she had already spent £41 on small treats for her children, thinking she had the winnings to cover it. She added,
“I was really angry, along with a lot of other people, because I feel like we won. It’s quite upsetting because I thought I could do quite a bit with that money. I just don’t think it’s fair.”
Another player, technician Adam Wall from North Wales, said he had believed he had won enough money to begin planning his wedding. After spending about £20 on the game, he was informed he had won three separate prizes of £2,400 each.
“Me and the Mrs were sitting on the sofa… we’re quite elated because we’d just won a serious amount of money. We sat there making plans to pretty much elope and get married.”
Wall immediately withdrew £7,200, only to find his account suspended and the withdrawal cancelled the following day.
“It might be alright for me, but what happens if you are on the breadline? You’re talking real dangerous play by Gala Bingo, and that’s what’s got my back up the most.”
After complaining, he was offered 10 free spins and £50, although later his account was restricted with added gambling limits after he was asked about his mental health during the complaints process.
In a statement, a spokesperson for Gala Bingo apologised for the error but pointed to the company’s terms and conditions.
“We apologise to customers for a technical error which occurred during our Summer Nights Bingo promotion for a short period of time, resulting in all players receiving incorrect payouts. Our customer Terms and Conditions clearly state that in the event of a malfunction, winnings can be voided. Affected players have been contacted directly with a gesture of goodwill.”
The UK Gambling Commission confirmed it was investigating the glitch, which has already led to more than 160 people joining a Facebook group called Justice for Gala Victims.
This is not the first time that winnings have been voided due to technical errors this year. Both Paddy Power and Betfred were involved in high-profile disputes after glitches led to disputed payouts. Usually, operators rely on the protection of terms and conditions that allow them to cancel winnings in the event of a malfunction.
However, such incidents also cause real reputational damage. For customers, especially those in financially difficult situations, the emotional impact of believing they had secured life-changing amounts only to see them taken away can be profound.
As Wall pointed out, “You don’t treat your customers like that.”
The Gala Bingo incident affected many players and destroyed trust in the operator. Wills, who had been a regular player, said she has no intention of returning.
“I haven’t used it since. I want to get all my winnings back… I don’t feel like it should be taken off me or other people. I don’t think [Gala Bingo] care.”
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