are you using same IP address?
I think one of the reasons are recently HUGE number of traders are pouring into Polo and start trading new coins, which easily trigger manual verification process, and they are lacking manpower. they have 30-80 THOUSANDS of user online (from 8-10k just a couple months ago), so the problem increasing is understandable.
that being said, I'm also considering reducing my asset with them considering the lack of support.