In a shocking turn of events, Ugandan sports betting company Gals Sports Betting (GSB) Uganda has been accused of blocking a customer’s account and deducting over 12.9 million Ugandan Shillings in winnings without clear justification.
The affected customer, Joel Muyanja, has taken to legal avenues to demand the return of his funds, sparking controversy over the transparency and fairness of betting companies operating in Uganda.
Customer’s Account Blocked Without Prior Notice
Muyanja, an active bettor on the GSB Uganda platform under User ID: 394048, resumed betting on February 12, 2025, after a period of inactivity.
He made a deposit of UGX 100,000 on that day, followed by another deposit of UGX 2,308,000 on February 21, 2025.
Over the course of several days, he placed multiple live bets, some of which resulted in substantial winnings.
However, on February 22, 2025, Muyanja’s account was abruptly blocked. Despite multiple attempts to reach customer service through GSB Uganda’s toll-free helpline, he was met with vague and inconsistent explanations.
The company cited account verification and technical issues as the reasons for the blockage but failed to provide a clear resolution timeline.
Contradictory Responses from GSB Uganda
Seeking clarity, Muyanja visited the GSB Uganda head office at Ghats Complex in Kampala on February 24, 2025.
There, he met with Mr. Eric, introduced as the head of finance, and Mr. Innocent, another company representative.
The officials explained that his account had been automatically blocked due to prolonged inactivity.
They assured him that the issue would be resolved within two days after coordinating with their technical team in Israel.
On February 26, 2025, Muyanja received a phone call from Mr. Innocent, instructing him to send an email with verification documents, including his National ID, passport, proof of address, and source of income details.
He complied immediately and received an acknowledgment email from GSB Uganda, confirming receipt of his documents and promising further communication once the review was completed.
Despite these assurances, no feedback was provided by the promised date of March 3, 2025. Upon following up via phone, Muyanja was informed that the review was still ongoing, with no definite timeline for resolution.
GSB Uganda Deducts UGX 12.9 Million, Citing Fraudulent Activity
To Muyanja’s shock, on March 7, 2025, Mr. Innocent called to inform him that while his account had been unblocked, all his winnings—totaling UGX 12,935,934.81—had been removed. GSB Uganda justified the deductions by alleging that his live bet winnings were linked to fraudulent activity.
However, when asked to specify the nature of the fraud, Mr. Innocent simply referred him to the company’s terms and conditions and invited him to visit their office for further explanation.
Muyanja noted that at no point during his numerous communications with the company had he been informed of any fraud investigations.
The company only raised these claims after he had filed a formal complaint with the National Lotteries and Gaming Regulatory Board (NLGRB) on March 4, 2025.
Additionally, he pointed out the irony that GSB Uganda reported him to the NLGRB on March 5, 2025—one day after he had already filed his complaint against them.
Legal Action Against GSB Uganda
Feeling aggrieved, Muyanja instructed his lawyer to send a demand notice to GSB Uganda on March 10, 2025, giving them until March 11, 2025, to refund his rightful winnings.
The betting company responded with a letter stating that they have the discretion to suspend accounts based on suspected fraud.
However, the letter did not specify what fraudulent activity had allegedly taken place, nor did it provide any supporting evidence.
Muyanja remains adamant that his winnings were earned legitimately, as all his bets were placed through live betting—a feature that allows users to place bets while events are ongoing.
He has challenged GSB Uganda to explain how real-time betting could be classified as fraudulent, especially when the company continued to accept his bets and process his cash-outs before the sudden account suspension.
National Lotteries and Gaming Regulatory Board’s Role
Muyanja has called on the National Lotteries and Gaming Regulatory Board (NLGRB) to intervene by either ensuring GSB Uganda refunds his winnings or reimbursing him through the statutory security bond required of all licensed betting companies in Uganda.
If no action is taken, he has vowed to proceed with a summary lawsuit against the company.
This case has sparked widespread debate on social media, with many Ugandans expressing concern over the lack of regulatory oversight and the potential for betting companies to exploit their customers.
Several users have called on the NLGRB to take decisive action to prevent similar occurrences in the future.
Concerns Over Betting Industry Transparency
The incident raises serious questions about the transparency and integrity of sports betting operations in Uganda.
If a customer can win bets fair and square, only to have their account blocked and winnings confiscated under ambiguous claims of fraud, what protections exist for other bettors?
The growing outcry has put increased pressure on betting regulators to enforce stricter oversight and ensure betting firms adhere to fair gaming principles.
Many believe that without strong regulatory action, more customers could fall victim to similar injustices.
What’s Next for Muyanja?
As of now, Muyanja is awaiting a resolution from either GSB Uganda or the NLGRB. His legal team is prepared to escalate the matter to court should the company refuse to return his funds.
The outcome of this case could set a crucial precedent for sports betting disputes in Uganda, influencing how companies handle customer complaints and how regulators enforce consumer protection laws.
This unfolding case serves as a warning to all sports bettors: Always document your transactions, read the fine print of betting agreements, and be prepared to seek legal recourse if you suspect foul play.
