I submitted a withdrawal request for $500 on January 2, 2018. On January 3rd, I received an email from the documents department confirming that they had received all of my documents and that I had been verified. On the 4th, my request was declined. When I contacted customer support to find out why, I was told it was because I never sent in my documents. I figured that things just crossed and resubmitted my request, however the same thing happened two more times. Each time my request declined a day and a half or so later. After repeated chat requests for assistance my withdrawal was approved on the 11th of January. I have been given numerous vague answers as to why payment has taken so long and been advised "everything will be fine," "soon," "it's because of the bitcoin market crash," and numerous apologies but no real answers and no apparent action. I opted for bitcoin because I was assured it was "fast and easy." I was/am willing to use another method if it is helpful but have not received an answer about this either. It's only $419 at this point, but it would sure be helpful right now. It certainly has ruined the fun of winning to have spent several hours holding on chats only to be told repeatedly that it should be soon. Customer Support has been very friendly and hard-working, but it is obvious there is nothing they can do. Hope someone here can help!