Good to hear that the case has been solved. However, I wonder if it's really impossible to give details on why the withdrawal is pending for that user in the first place. As a customer, I'd love to know the reason why my account is being investigated instead of a generic reason such as a suspended withdrawal. If the user is impatient they'll probably leave the service asap. I stopped using an exchange because of a similar reason. I think this is one feature that could be improved. CMIIW.
Hello,
Review of player accounts are a normal part of our business process to comply with Licensing requirements.
The specifics of the mentioned case will not be discussed.
Thanks,
Chips