You mean Jan 12, right? It seems that the withdrawal on the 15th went through. Have you tried sending an email to
support@coss.io aside from the freshdesk support? If not, try it as well. It's been a long time, so it should be resolved already.
Btw, there have been several cases of stuck withdrawals in the site last January, saw it on
reddit, but I'm not sure if those people got their coins.