I have had a game distributed for several months and recently requested additional space for an update. I was told it was denied based on a single complaint that Itch was distributing adult content without age verification of the consumer, rather than any violation of my own. The game is categorized under adult content and marked as NSFW, so from what I understand I've done all I could on the distribution front.

Following this I noticed the game was no longer indexed (not showing up in browse or direct search) and not receiving the traffic it used to.

I had responded to both the denied request and the complaint to explain the above information and also confirming the game does not include (or imply) underage sexual content, just in case they thought that was the problem. This information is even stated in the product description and in-game.

At this point it's been over three weeks with no response and I don't know what action to take next. Is this standard practice for Itch to penalize devs/creators based on one complaint without any investigation? And is there something I'm missing that's not explained here (https://itch.io/docs/creators/getting-indexed) that will get the game indexed again?