Withdrawal approved but fund never arrive

I have requested withdrawal of 800USD on 10th July and they approved on the same day. But after 12 days, I still haven’t receive my money. I create ticket to ask them about this and they only know how to reply using template message, no actual resolution is given out to clients affected. They keep blaming Help2Pay is having technical issue but oddly they still allow clients to deposit/withdrawal via Help2Pay in their dashboard. I feel they are just using technical issue as an excuse to not return back our money!