What Happened
A player from Ireland says Vave closed their account and kept 0.00766737 BTC after a security check flagged a duplicate account. The player denies ever having a second account. Vave later told them the link rested on matching browser cookies and device data, pointing to its rule of one account per player, household and device. The player says no identity or payment match was mentioned.
How It Developed
- 2026-10-06Complaint opened. The player had asked Vave which account was the supposed duplicate and what tied it to them.
- 2026-10-07The player told the mediator nobody at home has an account, no verification was ever requested, the wins came from slots and no bonus was active.
- 2026-10-08The player reported Vave's answer: cookies and device data matched another registered account.
- 2026-10-13The player sent the casino's emails to the mediator.
- 2026-10-21A resolver took over and asked Vave for its evidence. A casino reply is waiting for moderation.
Ongoing
The resolver has asked Vave for its evidence, and the casino's first reply is waiting for moderation.
What Has (and Hasn't) Helped
Too early to tell. The open question is whether device and cookie matches alone prove a second account. If anyone else has used your device or browser, tell the mediator early, as that is usually the first thing checked.