Hello Marlon and FPA,
Kumo Markets appreciate the invite and the possibility to solve the problem that we were not able to solve via e-mail conversation with the client.
It is very unfortunate to be jumping in here to reply, but we are happy to do so to help out our customers!
Marlon's situation is a bit different than just any withdrawal that we process on daily basis. The account has been flagged for fraudulent activity after a few trading days, nothing major, just a note for our compliance team, that they need to take extra security measures while changing passwords, approving transactions, and so on for this trading account. Thus our support team decided to take the next security measure when the withdrawal was requested. The customer was asked to provide a selfie holding the approved KYC documentation which is a very normal thing to ask for a broker or any other organization that does KYCs.
As mentioned via e-mail conversations, the funds are ready to be transferred with no delay, we were just looking for the client to confirm the KYC one more time. Since the documentation is with us and approved already, the team has asked to provide a selfie, where Marlon would be holding his passport and a paper note with our name, to verify that it is Marlon requesting for the withdrawal. We do not want the profits on the account (he is an awesome and very profitable trader!) and the initial deposit to get into bad hands, thus the additional picture to be provided was asked for.
It is a very small thing to ask and we hope that us mentioning it here one more time will help you provide the necessary information for us to execute the withdrawal!
If Marlon would agree, since his e-mail is apparent, we could even share the full conversation here as well.
We are here to help, support, and give you feedback, not to hurt your trading journey!
Hope you guys can appreciate this,
Kumo Markets