KYC - PAYOUTS ON HOLD OVER 1 WEEK, over $20,000

[Summer168]

Hi All, 

I was contacted early December by the 'KYC' team and they requested updated info about my business (nothing has changed in 3 years so this came out of the blue). I provided them all information requested and was very cooperative with their requests. January 9th, they contacted me and said they hadn't heard from me so my payouts would be on hold until they received correct info.
I called support right away and spoke with SCM who told me to send them a specifically worded message. I did this with him on the phone and he assured me everything that was required was there and this would be resolved within 24hrs with no payouts held. 
It has now been 7 days and I have not received a single payout or communication from this KYC team. They are holding over $20,000 of payouts currently. 

How do we fix this? Who is actually able to assist with this matter? Support just says there's nothing they can do and keep waiting.

[Kurosh2]

Hi 

Have you had any response on this? I am having the same issue.