Unable to withdraw

After applying for the withdrawal on May 4th, the remittance was not received on May 19th. I ask them to take a look on it. The result is that it is not there, please apply again. I still haven't received the remittance till now. On June 9th, I sent a message to customer service, customer service haven't read the message until now (June 13)! Isn't this the customer service line? It shouldn't be like this.