Hello EricinNC, this is Peter from the marketing department. I contacted customer service on your behalf and there are two parts to this inquiry.
1) Each ticket deals with a specific issue. Sending you the reply that you attached above closed that ticket. That ticket asked you to send specific documents to the payouts/security department.
2) On December 15th, your documents were still pending, so the withdrawal is not processed. If you feel that an error has been made regarding your documents, please reply back to them with your details and they will be happy to process your withdrawal.
If you need anything else please let me know and again please remember, I am contacting them through marketing so I personally have limited access to your specific details. I just send requests to assist in matters such as this one.