Withdrawing ETH from BTC Markets.net - Haven't received ETH yet

Hi all,

I tested out the withdrawal to my wallet feature on BTC Markets with ETC - sent a little bit, then sent a little bit more, then sent a little bit more using the same wallet code. I then sent ETH to my wallet using the same code as the wallet after feeling confident after a few successful transfers (the ETC had cleared within minutes). This is the first time I've withdrawn from BTC markets.

I then withdrew a significant amount more in ETH to the same wallet code and I'm yet to receive the ETH. I've emailed support but would love to know that it's just a matter of time and potentially a fraud prevention process?
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