KCEX Prevented Me From Withdrawing Money

On September 12, I started a withdrawal of 500 USDT from the Kcex cryptocurrency exchange. Although I have withdrawn to the same address many times before, this time my withdrawal request was rejected and the transaction did not take place. I contacted customer service to solve the problem. They asked me for an ID photo and a handwritten note, I sent all the requested documents in full. However, although I completed my transactions, I was only given a response such as "Wait, we are reviewing" and no progress was made. Currently, the money transfer is completely restricted in my account. When I had a similar problem before, when I sent the same documents, my account was opened immediately. Although I did not violate any rules this time and no violation notification was made to me, the restriction continues in my account. My expectation from Kcex is that my money transfer restriction is removed and I will be able to carry out my transactions without any problems.