Yes, you must call them -- there will be voice menu and I think the 4th item is to request a withdrawal. Then someone will ask you for username/password and then they will connect you to someone from accounting who will again ask for username/password. You will have to dictate most of the info. they already have on file for you and then they'll ask you how much you want and by what method. If it's neteller and for no more than $2500 it should go smoothly and you can expect to see the money in about 2 business days. I'd recommend just co-operatively answering each question, not asking any questions yourself, and not saying anything other than the direct answer to the question. It's a very rigid system unfortunately.