Live chat queue frozen?

not sure if i'm the only one seeing this, but the live chat support queue literally hasn't moved for over an hour now. i'm on like position 6 and it's stuck there, zero progress, no new messages, nothing. i've reloaded the page, logged out and back in, tried different browsers, nada. not convinced it's a volume thing because even on busy nights, at least the numbers tick down. they always brag about fast customer service so where's the urgency now?

also, it says "agents are available" but then what's the point if nobody is actually picking up chats? this isn't my first time seeing weird delays, but it's never been this bad before. anyone else running into this or is it just a lucky fluke for me? really don't want to sit here all night for a simple withdrawal issue. is there a hidden trick to bump up your place in the queue or am i missing something?