Withdrawal does not arrive for a long time

I paid two sums of money on 5.1 and 5.5 but it never arrived, and then I contacted their customer service on 5.10! As a result, the customer service said that he was unable to handle it, and then asked me to find their official email address. On 5.12, I sent an email to their official mailbox, and they replied to me, saying that I had violated the regulations, and I will be required to cooperate with their related investigations later! However, it is now May 22, and there has been no follow-up!