Payouts withheld unreasonably

I submitted all of the required documentation they required for them to review, except for my ID as the Payfast account holder, which they state is not required if you are also the managing director of the company. After several months without anyone reaching out to request the additional ID (which is the exact same as the managing director and not a requirement according to their website terms), they have frozen my funds and won't allow a payout to take place while they review the documents.

The final ID (which was not required) was submitted online via the website on or before 24 October 2022. I even sent them an email requesting them to process the documents, it is now 2 November 2022 and NOTHING has changed on my profile, and the payout still cannot be processed. They did not even bother to reply to my email from the 24th.

All I see is a little notice stating that: "Thank you for submitting your verification documents. We’ll be in touch via email once we’ve had a chance to review your documents." and "Payout unavailable: Documents pending verification, this can take up to 3 working days."

After 8 working days they still have not reviewed the documents, opened the payout or requested other information.