We have to do due diligence before we give our money away. I changed brokers a few months ago to get a favorable spread, but before sending money I had written to the support department a few times to see what their replies would be like and also investigated about account withdrawals.
The situation I am in now is that I can immediately withdraw as much or as little as I want immediately. I had researched that before sending money.
Unfortunately, in our rush to get trading we forget to investigate these aspects.
From my experience most brokers are straight up regarding account funds.
If you are being ignored, perhaps you can research all of the methods to withdraw funds, there may be a solution that you have missed.