William Hill has pleaded with customers to return withdrawals after a malfunction credited multiple accounts with cash totalling millions of pounds. The issue with the Jackpot Drop opt‑in pool led punters to believe they had won jackpots, with screenshots showing balances of up to £236k before the amounts were manually removed.
The Request
In emails seen by NEXT.io, which first broke the news, William Hill provided bank details and formally requested the return of withdrawn funds, citing clause 8 of its terms allowing it to recover payments made due to technical errors. The operator offered a “commercial resolution” allowing customers to keep 11% of the withdrawn amount as a goodwill gesture if funds are returned within three days, alongside a signed settlement agreement.
The Fallout
The operator locked affected accounts and temporarily pulled the Jackpot Drop feature. Furious customers have threatened legal action, potentially leading to a protracted dispute. The error is expected to prove costly for William Hill and parent company evoke, with the specific wording of the terms and conditions likely to be central to any legal challenge.
William Hill’s parent company, evoke PLC, told NEXT.io:
During a routine review of platform activity, we identified an issue affecting the Jackpot Drop game which temporarily resulted in incorrect sums being credited to players’ balances and withdrawals being processed incorrectly.
Whilst we quickly identified and resolved this issue, for a short period of time funds were erroneously credited to some customer accounts that were not correctly generated through valid or properly functioning gameplay.”
We have contacted relevant customers to clarify the issue, and are in the process of retrieving the funds in line with our standard terms and conditions.”
We have been grateful for our customers’ understanding on this matter.”
