Canadian Gambler Contests 888casino Void of C$1.3 Million Jackpot After Software Error

James Kotylak, a 42-year-old from Alberta, is challenging 888casino seven months after the operator removed C$1.3 million (US$950,000) in winnings from an online slots session. Kotylak was playing Pragmatic Play’s Floating Dragon – Year of the Snake on March 16 when a series of Jackpot Drop prizes triggered the balance increase. The operator attributed the outcome to a software malfunction that rendered the payouts invalid.

Kotylak received around 15 congratulatory emails from 888, including notifications for diamond jackpots worth C$85,703.77 each. He attempted to withdraw C$47,000 before the transaction was blocked and the full C$1,267,003 was deducted from his account. He completed 734 spins during the period, some placed after the operator had identified the issue.

Scale of the Malfunction

The glitch affected multiple Evoke-owned sites, including 888, William Hill, and Mr Green. An internal report reviewed by Casino.org News attributed the malfunction to testing software deployed in the live gaming environment. It produced 35,072 jackpot hits compared with an expected 518 during the equivalent period the previous week.

The error began at 3:10 a.m. Mountain Daylight Time on March 16. An investigation started at 3:21 a.m. and the issue was resolved at 3:49 a.m. Kotylak began playing at 3:19 a.m., two minutes before the formal investigation commenced. The report indicates the erroneous awards ran into multiple millions of dollars across the affected platforms.

Narrowed Paths to Resolution

888 initially directed Kotylak to eCOGRA for independent dispute resolution, but the service stated Canadian players fall outside its jurisdiction. The operator later acknowledged it had provided incorrect information about the complaints process. In May the Gibraltar Gambling Division determined the matter concerns contractual enforceability and requires judicial determination.

Kotylak has struggled to secure legal representation and is considering pursuing the case without counsel. British courts have previously ordered operators including Betfred and Paddy Power to honor disputed jackpot wins despite software error claims. The case remains unresolved.