Delayed payments since 11 days

Hello, im waiting since 11 days for my 500€ withdrawal. I sent them so many emails but no answer. Only the same bot support messages. In their terms they write 1-3 day max to process the withdrawal. My account is fully okay and there is no problem.
This is my second withdrawal. The first withdrawal was done in 2 days and this taking too long. I had actually 2000 € on my account but duo to long withdrawal time i cancels them and lose them.