Unable to withdraw money and serious slippage

I applied for account withdrawal on May 5. Due to serious platform slippage, 10 standard hands of gold slipped 2 USD. An individual operator who has already lost more than 1,000 U.S. dollars in a position can't make a profit at all. Now on the 5th of this month, I submitted a withdrawal application to the platform. So far, the EC platform has not processed the withdrawal and has been refusing to process the withdrawal for various reasons. I consulted customer service, and the customer service said that it was beyond his scope of work and not within his ability. Such an approach is extremely irresponsible to customers, and I am very shocked and angry about it. I request to withdraw funds from my account, and I also hope that the platform will give the customers an answer instead of feeding this matter back to the regulatory authorities