Maybe the user interface and the internal calculation are not yet aligned?
From my experience withdrawing gateway proceeds I know that it normally goes quite fast, but sometimes takes a while.
Most times I donāt recognize the delay, because lately I didnāt trade on Poloniex and used it for operating the gateways. Normally I first issue the withdrawal, the start writing a status report and until I need the tx ID to link the transaction, itās there.
If they have a soundly designed cold storage and the hot wallet is empty, they need to go (physically!) to the cold storage (because itās completely offline) and move balances from there using a thumbdrive or anything else.
If you try to withdraw smaller amounts you might be lucky if somebody deposits funds in the emptied hot wallet.
Iāve just checked: Iām waiting for the withdrawal of NBT to be processed for 20 minutes now, but not for the first timeā¦
Sounds like you should try NuLagoon Tube.