The Bitcoiniac's rep (and keep in mind this is a small company) told me specifically that it can take up to an hour for it to be processed and it has to be done

The Bitcoiniac's rep (and keep in mind this is a small company) told me specifically that it can take up to an hour for it to be processed and it has to be done by person. Where did you get that it was automatic and would take 5-10 minutes?