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Payoneer payment stucked

I know it’s something unique. But you all guys uses payoneer and must know how it works. I didn’t find anyway to ask this question so here is my small question:-

I recently sended a payment request to buyer. He payed me the money, but money is stucked in pending section from more then 8 hours. I contacted the CS, they told me that buyer need to verify his documents in order to get your funds in your account.

Now if there’s anyway I can receive the funds or is it really necessary for the buyer to verify his documents? Because I rode all the blogs and and FAQ of Payoneer, they never mentioned that we can also demand for security documents and we’ll keep your money until you verify the documents.

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