Last updated on: April 22, 2026, 05:35h.
- Thousands of players misled about winnings due to significant software malfunction
- William Hill and 888 Holdings suspend accounts and request fund returns
- Players are considering legal action after life-altering wins were abruptly canceled
A woman from the UK claims she was led to believe she won £1 million (US$1.4 million) on an online slot game from William Hill, only to discover that the jackpot was a product of a software malfunction.
William Hill later confirmed that the supposed jackpot was due to a software glitch. (Image: Shutterstock)
On Tuesday’s episode of Good Morning Britain, Ainsley shared that staff at William Hill initially congratulated her on her supposed win and assured her that the funds would be transferred to her bank account within 72 hours, contingent upon her providing the required identification. However, the money never made it to her account.
“I was overwhelmed with excitement; I had planned for my children to go on holiday, and I even considered getting a house for them in the future. I truly believed the money would be in my bank account in just 72 hours,” she recounted.
35,000 Illusive Payouts
Ainsley is among nearly 35,000 individuals who received incorrect payouts while engaging in games linked to the “Jackpot Drop” feature at William Hill and 888 Holdings, both owned by Evoke. The large number of affected players highlights a serious liability for Evoke.
The company has suspended the accounts of those who received erroneous winnings and is urging players who withdrew funds before the suspension to return the money, offering to let them keep 11% of their withdrawals as “compensation.”
Jackpot Drop is a feature found in select games that functions similarly to a pooled jackpot system, where prizes “drop” randomly during gameplay. This is different from traditional progressive jackpots, which require specific in-game events, such as achieving a top symbol combination or winning a bonus round, to trigger larger wins.
Due to the nature of this mechanic, players expected random payouts, which contributed to the confusion, as they had no reason to suspect the wins were not legitimate.
‘Shock of the Withdrawal’
Ainsley mentioned she joined a Facebook group with several others who received erroneous payouts. The group serves as a forum for sharing experiences, processing the shock of their winnings being revoked, and discussing potential legal actions.
UK news outlets have reported numerous frustrated gamblers, including an individual who allegedly experienced a heart attack after learning his £285K win would be rescinded.
“For a brief time, funds were mistakenly credited to certain customer accounts, which were not generated through valid or functioning game play,” William Hill stated. “We have reached out to the affected customers to clarify the situation and are in the process of retrieving funds according to our standard terms and conditions.”