Withdrawal Problem

I've been experiencing a difficulty in withdrawal from either my trading account and my wallet in Octa since these past weeks. I can't even make any withdrawal request since the confirm button is unable to be clicked. I've been seeking solutions through live chat support for a few times, yet there's still no positive feedback. Additionally Octa's livechat agents previously asked me to just keep waiting for me to get the updates regarding this issue through my emails, but I've been waiting for over than a week right now with no positive response from Octa regarding this matter. Hereby I attach the screenshot showing after I clicked the submit button, the submit button turns grey and I can't move on to submit the withdrawal request.