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Withdrawal on hold

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I tried to make a withdrawal over 3 weeks ago and was asked to send in various ID documents. I was told it would take 1-3 days to verify. Over three weeks later, I am still being told that my documents are still in a queue waiting to be reviewed. Why is it taking so long?!

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Hey @LucyMercer and welcome to the Community!

Every verification case is different. The general guideline is that a verification takes 1-3 business days to complete. Some are a lot faster and are handled within minutes, some are more complex and will require different documents and the handling time will be slightly longer. There is no way for us to give out a standard time for every verification, just general guidelines.

I've asked around about your case and there is a request for additional documents at the moment. You should receive more information about these requests via email from our Customer Support. 

Please let me know if there's something unclear in this and I'll explain to the best of my abilities. :)

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