The last thing we want is for a client to be upset. The satisfaction of our clients can impact our reputation, and it is of no benefit that we would try to intentionally delay a withdrawal for what may appear to you, without full information, as some seemingly random reason. That’s why I participate on the forums to help where I can.
FXCM Ltd is a regulated broker that has to follow the rules and policies outlined by regulatory and government bodies, including the FCA. When accepting deposits from clients and sending funds back to clients we are required to follow financial transaction policies that include anti-money laundering rules and other such financial rules. This isn’t unique to FXCM but applies to all UK regulated brokers. Rare, extenuating circumstances may cause unexpected delays in the process and may require clients to provide further documentation to satisfy identity and account ownership.
FXCM's compliance team is in contact with William and working to find a way to return the funds. I know this leaves you questioning what exactly may be delaying the process, but our privacy policy does not allow us to disclose information publicly. But we are working to resolve this as quickly as possible.
Jason