I have not had any deposit or withdraw issues with Polo except for one time when a nem withdraw was put on hold for a few hours when I was still level 1 and without 2-factor auth.    After adding 2 factor I never had any withdraws held for approval.   Shortly after they disabled the trollbox  I was upgraded from level1 straight to level3 (25k).   The documentation for level2/3 had been uploaded and sitting there with no action for over a month before that.

This lends credibility to their claim that disabling the trollbox was to allocate more resources to customer support.

Even though they have been slowly gaining my trust I still withdraw any coins that I don't expect to trade within 24 hours.