“I was just saying to my husband over and over that this is totally surreal. I was elated.”
Sarah Nicole Thurgood with her husband Mark Thurgood
A couple who thought they’d won nearly £18,000 on Gala Bingo were “devastated” when they were told it was a technical glitch, and their winnings were cancelled. Sarah Nicole Thurgood, 49, from Chichester, West Sussex, says she and her husband Mark, 56, believed they had won the “life changing” sum between them during an online bingo session on Monday, August 4.
But within hours, their accounts were frozen, their balances reversed – and they were told the massive payouts were an error. The couple were one of hundreds of players who believed they had scooped big wins only to have their “hopes dashed” by a technical glitch.
Sarah said: “The money would have changed our lives dramatically. It’s a total cock up on their behalf. They have messed with a lot of people’s minds. I just don’t see how they can get away with it.”
Sarah, who works in an art gallery, logged onto the Bargain Room on Gala Bingo at 7pm on Monday. Within minutes, they each won £40. Then came £200 wins.
Then the numbers started to climb even higher.
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“I didn’t really think too much of that, I just thought we had got lucky,” she said. “It did seem a bit surreal because we have never won that much before.
“Mark has won £70 before and that was the most we have made.”
Mark began playing on Gala Bingo in April 2024, and Sarah joined him in November. Between them, the couple had only ever deposited £10 – using free games and bonus credits to play.
When the couple withdrew £230 and £275, the funds arrived instantly in their bank accounts – adding to the sense that their wins were genuine.
Sarah’s Gala Bingo app screen shots
Sarah even checked with a chatroom host, who told her the money “was legit.”
She said: “Then in the next game it said that I had won £600. I actually did have tears in my eyes and my head in my hands thinking this isn’t right is it? Is this for real?”
Soon, dozens of other players in the chatroom were reporting similarly large wins.
Sarah and Mark maxed out the number of tickets for the following rounds, and were each shown £2,400 wins multiple times.
At one point, their accounts showed a combined balance of nearly £18,000.
She said: “That felt a bit surreal. I was just saying to my husband over and over that this is totally surreal. I was elated.
“I was quite sceptical at that point but still excited thinking bloody hell we’ve pretty much won the best part of 18 grand between us and for us that’s quite life changing.
“We weren’t thinking about spending it on flash things.
Sarah Nicole Thurgood, who thanks to a glitch thought she’d won £18,000 on Gala Bingo
“We live in a motorhome, we have to pay for places to stay. I only work part time and unfortunately Mark can’t work at the moment because he suffered with shingles and he’s got post-herpetic neuralgia.
“We would have spent it just on living. We haven’t got any big ambitions. I don’t need a new car. I don’t want to live in a house. That money would have just made life easier.
“My life would have changed. I had £400 in my bank at the time and you’re thinking I could have another few grand in my bank yeah that would be sweet.”
But the joy was short-lived.
When Sarah attempted to withdraw a £1,000 win, the transaction remained pending.
By 3am, she checked her account – and found it had been shut down. Mark’s account was closed shortly after.
The next day, when both accounts were reinstated, the money had vanished and the money they withdrew cancelled. Sarah’s account showed just £80 remaining – and her previous withdrawal request marked as “cancelled.”
She said: “I was angry.”
Sarah says the prize pot should only have been around £150 shared between the winners – but due to an error, the system had inflated the prize total to over £1.6m.
Gala later messaged users to say: “Unfortunately, due to the technical error, your account was incorrectly credited with bingo winnings. We apologise for any inconveniences this may have caused.”
All affected players were offered a £20 bingo bonus as a “gesture of goodwill” – but Sarah says it felt like a slap in the face.
She said: “I just think if we weren’t more stronger minded then this could send people into quite deep depression and I’ve read some messages where it actually has for people with mental health problems and money problems.
“People were saying oh my god I can’t believe this I’m able to take my kids on holiday, I can afford my vets bills and then for that to be snatched away it’s just ruined people’s lives.
“They have literally raised people’s hopes and then dashed in a matter of hours.”
A Gala Bingo spokesperson said: “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.”