### Family Left “Crushed” After Gala Bingo Voids Nearly £18,000 in Online Winnings
A couple from Chichester have spoken of their heartbreak after believing they had scooped almost £18,000 in an online bingo session, only to be told hours later that their apparent windfall was a technical mishap. Sarah Nicole Thurgood, 49, and her husband Mark, 56, described the moment as “utterly devastating”, as the sum would have marked a significant turning point in their lives.
The drama began last Monday when the pair logged into the Gala Bingo website for what seemed like a routine evening of play. Initially, the couple’s luck appeared to be on the rise – modest £40 wins quickly escalated to hundreds, and then, astonishingly, to thousands of pounds. As multiple games unfolded, their combined balance soared, with the platform displaying nearly £18,000 credited to their accounts.
Sarah told our reporter, “It felt as though everything was changing in an instant. It was surreal, and we kept asking each other if it could truly be real.” The couple, well aware of their humble gambling history, were understandably sceptical but clung to hope. Until now, their biggest single win had never surpassed £70, and the sums now appearing were, in their own words, “life-changing”.
At this point, both began imagining the relief the money would bring. Living in a motorhome and reliant on Sarah’s part-time income after Mark was unable to work due to health reasons, the money was intended not for luxuries but for easing day-to-day pressures. “We didn’t dream of extravagances. We simply wanted the chance to breathe a bit easier and cover our basic costs,” explained Sarah.
However, the excitement quickly turned to concern. Having successfully withdrawn smaller amounts earlier in the session—a further sign that their luck was genuine—Sarah became anxious when a larger withdrawal remained pending. Within hours, both accounts were frozen, leaving them in limbo overnight. By the next morning, their access was restored, but the balances had reverted to previous totals and pending withdrawals were marked as cancelled.
It soon emerged that the couple was not alone. Dozens of other Gala Bingo players took to chatrooms to report unexpectedly large wins, only to have them revoked just as abruptly. Gala Bingo subsequently issued a message to all affected users, admitting that a technical error had dramatically inflated prize payouts, with the overall prize pool mistakenly exceeding £1.6 million instead of the intended £150 to be shared among winners.
Sarah expressed outrage over the handling of the situation: “Their system’s mistake has toyed with real people’s emotions. Many of us spent hours thinking our fortunes had changed, only for it to be snatched away.” The couple voiced particular concern for more vulnerable players, saying many in the chatroom openly discussed plans for the winnings, such as settling bills or taking children on long-promised holidays. “It’s not just money—it’s hope, and in a time when so many are struggling, this was especially cruel,” she said.
As a token of apology, Gala Bingo offered each affected account a £20 bingo bonus. For Sarah and Mark, this gesture fell far short. “It feels like an insult—something so trivial in comparison to what was lost, emotionally and practically,” said Sarah. She urged gaming companies to consider the mental wellbeing of their customers, especially when abrupt changes in fortune can inflict real distress.
In response, a spokesperson for Gala Bingo stated, “We sincerely apologise to customers affected by a technical glitch during our Summer Nights Bingo promotion, which resulted in incorrect payouts. Our terms and conditions specify that in the event of such a malfunction, winnings may be voided. We have been in direct contact with all impacted players and provided a gesture of goodwill.”
The episode has raised fresh questions about fairness and accountability in the booming online bingo and gaming sector. For people like Sarah and Mark, meanwhile, the brief hope of financial respite has been replaced with lingering disappointment—and deep mistrust. They now urge others to be wary and to read the fine print on all online gaming platforms, no matter how official or established they may seem.