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At least you got a response. I put two orders just like yours (except ach instead or PayPal) through over a week ago. My trans still show pending eveni though the BTCs can be verified in the blockchain. Filed a support ticket over a week ago and not one response yet.
Same here. Tried to do a ACH withdrawal over a week ago and it still shows as pending. My first support request was met with them asking me what my zipzap account number was, but the instructions say nothing about using zipzap for ACH withdrawals, only deposits. I responded inquiring about this but got no response. Since then I've sent about 5 more emails that were all ignored.
I've used this service multiple times in the past flawlessly, albeit the last time being months ago.