Italian Court rules for user after video lottery error, ending 13-year dispute
The Supreme Court’s pronouncement shapes a decision in the Italian video lottery, clarifying the responsibility of operators in the event of system errors. The case revolves around a user in Rome who, in 2012, thought he had achieved the dream of any gambler: a prize of nine million euros. The video lottery machine started flashing and ejected a voucher with an astronomical sum, but the joy was short-lived. Snai, the betting operator, dismissed the win, citing a technical glitch in the computer system, reports Italian daily La Nazione.
The incident, according to the company, followed a computer outage that affected the national network and resulted in $241 million in vouchers being issued at 174 terminals nationwide. Snai, supported by the British company Barcrest, claimed that the prize was the result of a technical error. Thus, the user faced a lengthy legal battle that lasted thirteen years, according to local newspapers.
Video lotteries in Italy, also known as VLTs (Video Lottery Terminals), are electronic gaming machines that enable users to bet on a variety of digital games, including virtual slots, card games, and other chance-based entertainment. These terminals are present in gaming halls, bars, cafés and licensed premises and operate under strict regulation by the .
Long judicial path of the video lottery winner
The litigation initially proceeded to the and subsequently to the Court of Appeal of Florence. Both rulings found in favour of Snai, denying payment of the million-dollar prize. The user, however, did not give up and took the case all the way to . His argument was clear: he had received a legally issued winning voucher and should be compensated by the video lottery operator.
Snai’s defence insisted that the system failure, attributed to a computer attack, invalidated the prize. However, the Supreme Court found that the evidence presented was not sufficient to deny the gambler the prize. The judges pointed out that, even if the voucher showed a higher figure, the user was aware of the maximum prize limit set on the machine in advance.
Legal precedent for video lottery operators
The law establishes that, in the event of a technical error or malfunction of the computer system, the responsibility lies with the operator, not the user. Italian video lottery regulations hold the operator responsible for ensuring that systems are safe and functional, in accordance with Article 2043 of the Civil Code, which requires compensation for unjust damages caused by negligence or intent. If a technical failure results in an erroneous prize, the company cannot avoid its commitment by alleging external errors unless it can prove that the player acted in bad faith. The Supreme Court, in the Snai case (2025), established that the operator must pay the maximum prize known to the user, i.e. 500,000 euros, even if the system shows higher figures. In this way, the user is protected and abusive claims are avoided, in a balance that promotes legal certainty and investment in well-protected systems.
“If, due to an anomaly or malfunction of the computer system, which in any case is determined and not attributable to the user, a winning combination is issued, the instant lottery operator is obliged to pay the prize to the holder of the winning receipt,” says the judgment.
This decision strengthens legal certainty for video lottery users and obliges operators to ensure the integrity of their systems. In addition, the court criticised Snai for not calling the company responsible for the software, Barcrest, to testify, which could have shed more light on the origin of the failure.
How much will the video lottery winner really get paid?
Despite the court victory, the final prize will be much less than the nine million euros indicated on the voucher. The Supreme Court clarified that Snai is only obliged to pay the maximum amount allowed on the machine, which in this case was 500,000 euros. The user will, therefore, not be able to claim a higher figure, as he was aware of the limit set at the time of the bet.
The decision sets a precedent for the video lottery and iGaming industry. Operators will need to review their protocols and systems to prevent technical errors that could impact users.
In the meantime, the user in Rome hopes that, after years of struggle, he will finally receive the prize he is entitled to.
This article was first published in Spanish on 27 May 2025.
