It is not clear of anything. It sounds like a semi-normal first withdrawal.
For sure, there is a lack of communication in their witdrawal department between employees, but proof of identity,credit card and utility bill on first withdrawal are all pretty standard.
In your case, I would write a (polite!) email asking that the procedure be finalized, and if they could please make sure all requirements you need to fulfil are fully stated.
They are not trying to keep your money, exactly the opposite. They are making sure you are you. The bureaucracy sucks, but it does anywhere. They could have handled the information better, but (and this is why I say be polite) the staff are also just people, and some people do better jobs than others. If you are polite, someone may say "hey, let's get this done" If you are not, they may say "put this at the end of the "to do" list"