See the chat transcript:

How are you going with my withdrawal?Mochammad23:21Kindly note that your withdrawal will be processed as soon as possible. We are currently still experiencing some technical issues in processing withdrawals. However, our team is currently working to resolve the issue as quickly as possible.Yury Sokolov23:21When?Mochammad23:22Une fois que nous aurons une mise à jour, nous vous enverrons un e-mail immédiatementMochammad23:22En attendant une mise à jour, y a-t-il autre chose que je puisse vous aider ou d'autres questions que vous pourriez avoir ?Yury Sokolov23:22In English pleaseMochammad23:22ApologiesMochammad23:23We will update you once we have more information regarding your withdrawal Yury Sokolov23:23I don't see anything funny in my request. I've asked when?Mochammad23:24We do not have an exact timeframe at the moment, unfortunately, however our team is committed to resolve this as quickly as possibleMochammad23:25Again, we apologize for the delays Yury Sokolov23:26It's nearly a week since I requested. Did you check our T&Cs? Are you in a breach of our agreement?Mochammad23:26I will continue to follow up with the relevant team and update you as soon as possiblYury Sokolov23:27Your web form said it will take between 24 or 48 hours. Was that a fraud?Mochammad23:27Yes I understand but we are currently still experiencing some technical issues in processing withdrawalsYury Sokolov23:28But we have a contract between us, are you aware of its terms?Mochammad23:28Please know that as customer support, from our side, we have escalated to the relevant department with high priority.Mochammad23:29I wish I could help you more than this, Yury. However, we don’t have further access to the specific reason nor authority to take further actions.Mochammad23:29We can see that the relevant department is still working on it and reviewing the case - some more time is required, and as soon as possible, you will be updated via email on the withdrawal s