Arbusers

hi all
i am new here.red almost all the threads  but didnt find anything could help me
thats the situation
i have a private  pinnacle account since almost 15 years.never had a problem
almost 3  days ago i requested a 13k neteller withdraw but didnt receive it.emailed them and thats what they replied me:

Dear Client,

Thank you for your response.

Your withdrawal request has been received in our system.

As of this time, your request is under random review at the relevant department. Regrettably, we are unable to provide specific details nor timeframe regarding the review, but rest assured that once the review procedure is done, your request will be processed accordingly.

Sent other 2 emails,but the reply is always the same
has this happened to anyone before?what can i do?

P.S.additional info
i did not do anything  dodgy .
the account is open,i can log in ,the money is still on.

Thanks anyone who can help

Update
My withdraw has been processed after 4 days
No idea what the issue was
Played nba only as the last 10 years
Also asked them in order not to repeat they replied was only a random review