You're missing that the moderator is a volunteer community moderator who doesn't work for Itch, doesn't receive money from Itch, and doesn't have access to Itch's systems.

In many ways, they don't have more power or information than you or I, so this is NOT their place.

We almost all agree that Itch has a serious communication problem. The few times I've been able to read messages from the staff on Discord, they've always seemed willing to help. My personal feeling is that there are too few of them, and I know that many people aren't interested in that. They're partly right, since when a service is offered and the documentation says something that isn't actually delivered, it's normal for people to get frustrated. But on the other hand, the staff are people, and I always like to treat people well, especially when they do their best to keep the system running.

Reasons for delays are rarely given. When I've read about them, they're usually due to excessive workload. Often, I've read that the problem is a suspected fraudulent transaction, which holds up the entire transfer until it's resolved. A few times, I've seen that the error is due to the user selecting incorrect information, such as requesting "another payment method" instead of PayPal or Payoneer.