Delayed account confirmation and payment

I have made a deposit and withdrawal 3.12.2020 via Trustly.
After that I was informed via email that I have to send in regular documents + clear photo of myself holding a passport. In addition, they told that they can't transfer money via Trustly, so I should have Visa/ecopayz for withdrawals. Despite their site says that trustly is valid method for deposit and withdrawal.

I have sent all the documents. I have received zero emails from the Company after initial request.

I have been asking from chat what is going on with my transfer, but always get the same answers:
- They cannot tell when
- I can see your withdrawal is scheduled for review
- rest assured, we will notify you via email when your payment is cleared