It has been almost half a month since the withdrawal on November 2 and it has not arrived in the account

i am on november 2 Alpari it has been half a month since the withdrawal from the platform has not arrived at the bank card, and i have communicated with customer service 5 times in the middle. every time i check for me, the result of yesterday's communication is to send an email to their payment department saying that someone will reply and speed up the progress of the withdrawal, but until today i still haven't received any reply email from the platform. now this money is really important to me, i hope it can help me get my own money as soon as possible