Business
Technical Glitch Costs Gala Bingo Players £20,000 in Winnings

A significant technical error at Gala Bingo has left numerous players frustrated after they were misled into believing they had won substantial prizes amounting to approximately £20,000. The incident occurred on August 4, 2025, during a promotional event, when players experienced a surge in winnings only to have them revoked later due to a “technical glitch.”
Players across the UK reported excitement as they won prizes from a total prize pool of £1.6 million. Among those affected was Jacqui Norrish, a 41-year-old business owner from Torbay, Devon. She initially thought she had won £9,599.47 and had plans to use her winnings for her daughter’s autism assessment and to pay off her husband’s car. After winning multiple times, including amounts of £2,280 and £1,800, she was devastated to receive an email stating that her account had been incorrectly credited with winnings due to the glitch.
“I’m absolutely gutted,” Norrish expressed. “When you’ve been told you’ve won something and then it’s snatched away, it makes you feel terrible.”
Similarly, Jill Douthwaite, a 72-year-old pensioner from Edenbridge, Kent, had hoped to use her winnings of £2,700 to pay for necessary veterinary surgery for her dog. “I thought I could spend £500 to save my dog’s eyesight,” she lamented, emphasizing the financial strain that the loss has caused her family.
Another player, Joseph Morphus, a 21-year-old banking customer service agent from Nottingham, noted an unusual number of big wins during the game. He won £1,000 after betting only a small amount. His withdrawal request was also met with disappointment when it did not arrive, and his account was subsequently closed.
Single mother Natasha Varcoe from Sherborne, Dorset, won £5,000 with a mere £5 bet, intending to spend the winnings on driving lessons to visit her parents. “It might not be much to other people, but we’ve just moved into a council house and I don’t have any carpets,” she explained, highlighting the personal significance of her anticipated winnings.
As reports of the glitch spread, many players took to social media and review platforms like TrustPilot to express their anger. Comments included, “Absolutely disgusted at how this can happen. We paid to play, didn’t we!” Another user criticized the company, stating, “They like taking your money but don’t like paying out.”
In response to the uproar, Gala Bingo issued a statement apologizing for the incident. A spokesperson confirmed, “We apologise to customers for a technical error which occurred during our Summer Nights Bingo promotion, resulting in all players receiving incorrect payouts.” The company clarified that, as per their customer terms and conditions, winnings can be voided in the event of a malfunction.
Gala Bingo is in contact with the Gambling Commission regarding the glitch, which reportedly affected players for around two hours. While the company stated that affected players would be refunded their ticket costs, the initial excitement of winning has turned to disappointment for many.
This incident underscores the potential risks involved in online gaming and the importance of transparency from gaming companies. As players await further developments, the impact of this glitch on both individual lives and the reputation of Gala Bingo remains significant.
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