A gambler in Alberta has been denied a life-changing payout from 888, with the online casino citing a system glitch that resulted in winnings of CA$1.3 million ($940,000).
“On March 16, 2026, I watched my balance on 888casino climb into the millions and then watched the casino make it all disappear,” James Kotylak told CasinoBeats.
The 42-year-old has been playing online at 888 for three years, depositing around $52,000 in that time. Due to his gambling activity, the operator assigned him to the VIP Gold tier.
His gambling session last month was going the same way as most, “I logged in like I’ve done many times before and started playing slots,” said Kotylak. “I eventually moved onto a Pragmatic Play game called Floating Dragon – Year of the Snake with the Jackpot Drop feature.”
“That’s when things went crazy. I hit an incredible streak on the Jackpot Drop: bronze, sapphire, silver, gold, and then multiple diamond jackpots worth around $85,703.77 each. My balance shot up from normal levels into the 1.3 million range. I have around 15 emails from 888 saying ‘congratulations on your jackpot win‘ for those amounts, all saying they would be confirmed within 72 hours.”
The amounts were never confirmed, however. Players across the Evoke group, which includes William Hill as well as 888, experienced similar runs of hitting jackpots around the same time. The company has attempted to void all winnings, claiming a glitch caused the unprecedented payouts.
888 Blocks Payouts
As his balance escalated, Kotylak kept playing, losing around $60,000 of the winnings. He attempted to withdraw some funds, but was limited to $47,000, even though the maximum withdrawal is $50,000.
“The withdrawal went in as $47,000 and showed ‘in process.’ I went to bed and checked again around 6:30 a.m. The withdrawal was still pending. There was no warning, no lockout message, nothing to suggest a problem.”
Kotylak had already started planning how to spend the winnings. He told his 91 year-old grandmother that he was going to buy her farm to keep it in the family for generations.
“She was very happy and pleased about this,” said Kotylak. “Then I told my daughter. I was so happy to say to her that I can finally give her financial freedom, or at least a head start. Ultimately, the family farm is for my daughter.”
He also promised money to other friends and family, telling his father he would clear his debt and a senior friend with health troubles that he did not have to worry about finances.
But he has yet to receive any of the funds.
“Around noon, I tried to log back in, and suddenly I couldn’t access the casino at all — only Safe Cashier. My real‑money balance showed zero. That’s when I contacted support and was told my account was “under investigation and being reviewed.” For someone who’s been a loyal VIP for years, that was a shock.”
Players Taking Legal Action to Reclaim Winnings
Kotylak contacted 888 support, but has been left frustrated with the company’s communication.
“The story I got from 888 kept changing,” he said. “First, they told me my bank had rejected the $47,000 withdrawal and sent the money back to my balance. My bank confirmed there was no such transaction, no attempt, nothing to reject.”
Kotylak received a phone call citing the jackpots as a glitch and was told to “trust” the casino. But he claims that the company lied about reversing the withdrawal before conducting a mandatory review. He also says they have yet to prove that the winnings were the result of a glitch.
In the messages reviewed by CasinoBeats, staff were at times unresponsive, sometimes apologetic, and at other times accused him of trying to take advantage of the company.
Now, Kotylak is fighting to get the money back, but is finding the lack of a regulated market challenging. He contacted Alberta’s Alternative Dispute Resolution (ADR), but was informed that it does not cover 888, which is based offshore.
Alberta is set to launch a regulated gambling market later this year. For now, 888 operates through licenses in Gibraltar and Malta. Kotylak has contacted the regulators, who informed him that he needs a “deadlock letter,” which 888 is refusing to provide.
A group of users in the UK is banding together, and Kotylak says he plans to join them in taking legal action against Evoke.
Lost Winnings Cause Emotional Stress
Users in the UK also reported being denied massive payouts from the Evoke group. One user suffered a heart attack shortly after winning almost $400,000.
His family said the stress of trying to claim the money had taken a toll on his health.
“The shock of that has been unbearable,” said his son. “It’s not just about the money, it’s the way it’s been handled. It feels like a real injustice, and the stress of it has had a serious impact on his health.”
Kotylak similarly said it has been a highly stressful experience.
“To have a life‑changing win like that erased by a vague ‘glitch’ with no evidence has been devastating,” said Kotylak.
“I’m not asking for special treatment — just for the casino to be held to the same standard of proof and accountability that they expect from their players.”
There is some hope for players. Last year, UK courts awarded a woman over $1 million from Paddy Power after the company had refused to honor her winnings. The operator similarly claimed the money had been credited in error, but the courts ruled this did not relieve it of responsibility.
