Sorry you are having problems with Polo. I think it is a bad sign to be honest. When these exchanges start having all sorts of problems sometimes the wheels come off the bus sooner than later.
Maybe jump on Bittrex. I have been using the Steem Internal exchange to go from SBD to Steem. I haven't went from STEEM or SBD to BTC lately though. But I have accounts on Polo and Bittrex. Also you can try Blocktrades or Shapeshift
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Yeah, it's not optimal. Not sure how I will get my money back. I agree. I will definitely look for something else. Blocktrades is probably a good idea too.
I <3 @blocktrades