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Hello, I am an online roulette player. I do not understand why Casino.Com takes up to 5 days to settle the winnings, when the competition, on the same day, credits the winnings to your credit card. I would be very grateful if you can intervene in this sense (shorten transfer times) Thanks and best regards.

Buongiorno,sono un giocatore di roulette on line.Non capisco perché Casino.Com impiega fino a 5gg.per liquidare la vincita,quando la concorrenza,in giornata accredita la vincita sulla carta di credito.Ve ne sarei molto grato se potete intervenire in tal senso(accorciare i tempi di trasferimento).Grazie e distinti saluti.

Dear Marcello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Thank you for your prompt reply. Best regards.

Grazie per il momento della tua sollecita risposta.Distinti saluti.

Hello Marcello,

Have there been any developments since our last conversation, please? 

All right, my credit card will be credited after three days. Thank you.

Tutto a posto,l"accredito sulla mia carta di credito risulta dopo tre GG.Grazie.

Have you received your winnings already, please?

Dear Marcello ,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.