Is it your first payout? I'm not sure--but I believe there's usually a longer waiting period for first time payments just while they run extra checks to be safe. Though, that said, a month does sound excessive based on my own experience. It's typically been a couple of weeks for me at max most times outside of very rare circumstances.
And just to be sure, are you emailing with the same email that's tied to your itch.io account? As they make a point of making sure they match up before responding to any emails about account stuff. Hopefully you're able to get things resolved!