Account verification required 3days waiting

my account has sent through verification of my ID but I haven’t been verified yet. previously when it was rejected it took minutes but has been stuck for 3days now. when I go to the menu again it says it will take around 10minutes before confirmation.
I have messaged support a few times with no response but my friend had his account approved within an hour and support responded. is this an issue or is there a wait time. would be good to know as everything is currently silent.

Hi there. Thank you for your patience. I’ve escalated this issue to our compliance team as they will be better suited to assist you with this matter. Please note a member of our compliance team will contact you via in-app chat shortly.