Woman Ordered to Repay £33,000 Jackpot After Online Casino Glitch
A woman has been left absolutely gutted after being ordered to pay back £33,000 she won in an online casino game, which the bookmaker claims was due to a technical glitch. Gemma Bradley, a 47-year-old care assistant from Wakefield, Yorkshire, was among tens of thousands of customers affected by the incident at William Hill.
The Moment of Jubilation Turns to Despair
Gemma Bradley was crying with happiness when she believed she had won a life-changing jackpot of £47,182 on the Jackpot Drop game on Monday, March 16. She immediately withdrew £33,000—the maximum limit for her debit card—into her bank account, planning to use the funds to pay off her mortgage and support her 69-year-old mother Ann in retirement. We were crying with happiness, Gemma recalled. I was under the impression that my mortgage was going to be paid off and my mum could enjoy her retirement a lot more.
The Sudden Reversal of Fortune
However, her celebrations were short-lived. The next day, William Hill contacted her to demand the money back, citing an unintended jackpot behaviour that led to incorrect payouts over a 40-minute period. When Gemma tried to access her account to withdraw the remaining funds, she found it locked, and a company representative called to explain the error. They said it was an issue at their end so I’d have to pay it back, she said, adding that she hasn’t been sleeping properly since the incident.
Widespread Impact and Customer Reactions
An internal Incident Report from William Hill revealed that during the glitch, there were 35,072 jackpot hits, compared to just 518 in the same period a week before. Players took to social media to share stories of their winnings—some as high as £200,000—being swiped away. Many discovered their betting accounts were locked while still toasting their luck. The company has offered settlement agreements to affected customers, proposing 11% of the erroneous winnings if repaid within three days, but many are disputing this.
Legal and Emotional Fallout
Gemma insists the glitch was not my fault but says she will repay the money if necessary. She is now seeking help from gambling adjudicators. Another affected player, who wished to remain anonymous, said he and his wife had planned to clear £30,000 of debt after what they thought was a life-changing triumph. His wife, who suffers from depression, has been unable to get out of bed since learning the money was gone. William Hill’s terms and conditions allow them to withhold winnings or request repayment in cases of technical errors.
Company Statement and Broader Implications
A William Hill spokesman stated: During a routine review of platform activity, we identified an issue affecting the Jackpot Drop game which resulted in incorrect sums being credited to players’ balances and withdrawals being processed incorrectly. The company has contacted relevant customers to clarify the error and organise the return of funds. This incident highlights the risks associated with online gambling and technical vulnerabilities, raising questions about consumer protection in the digital betting industry.
