Cash out pending since December 2024

Hi, I've been snapping since 2023.At first I was able to cash out 2 times with no issues. For the third time my cash out went under audit for about to months. Then I requested another cash out last year on May but I received the payment early December 2024. Then I requested a cash on the 27th of December 2024,then my cash out was pending. I did understood that it was holiday and the payments will resume on the 10th of January 2025.I tried writing several emails, I was told that my payment got stucked in the system and I'll get feedback soon and my eft will be processed on the next cash out cycle. Till today I've been waiting with no luck.