I would stop betting with this account and go bet somewhere else meanwhile. That's what I did after they pulled back my winnings, twice. You could try opening a new account with them to see if that works.

Perhaps they did something, or something broke, and they cannot or will not solve it.
Keep emailing and pushing them to get your winnings meanwhile anyway, perhaps you're luckier than me.

I switched to Directbet.eu, whole different system and little getting used to but I love it now.