The withdrawal hasn’t been received for 6 months

I am a client of IDEAL.I applied for the withdrawal twice,namely on October 31st and December 8th,2018,and haven’t received it yet.The customer service always told me to wait patiently since they have responded it to the superior department.But the problem was still unsolved.The leader promised to address it at first and ignored without answering calls,deceiving investors.Why the platform,http://www.fxideaL.com,is still on trading,while giving no access to withdrawal?