I see they answered you in the screenshot, and told you to wait. The Customer Staff who answered you in the chat is not a person from Compliance team of their company so make sure you understand it that your case is investigated by their Compliance Team, and maybe more related team. When they finish their investigation on your account, they will give you a final answer, that will not be in the chat, but in your Support Ticket and / or email.

You only need to be panic if they answer you in the chat as "Your case is close, and your account is banned permanently, no more withdrawal will be approved". In fact, so far they did not answer you anything similar to this, so don't feel too panic. Let's wait!