IDEALdoes not allow to withdraw money

I am an agent of IDEAL, the agent number 33001540. My two clients have invested RMB80,000 and RMB70,000 in 5.16 and 5.22 respectively. There is no money being withdrawn during their trading, and they were keping losing money. Later, they withdrew money, they it always shows that the money is remitting and has not arrived. I can not contact with the account manager. Please help me.