Withdrawal still in pending after 7 days

I requested a withdrawal of EUR 1967 about a week ago. Since then no one has responded to my reminder emails. I only received one email from the KYC department in which I was asked to send a photo in which I was holding my passport next to my face.

The withdrawal was first in pending (and was shown as requested on 14/10/2023), then it was changed to processed status and now it is in pending again with date of creation 16/10/2023 (and in fact I am given the option to cancel it again).

Is it possible that with all the Newera gaming partner sites I have these problems? Why are withdrawals not paid? It's my money. And above all I want answers to my emails.

I attach the proof of the withdrawal requested with the new date of creation (Create not by me because my request has been made on 14/10).